Jay Nagro

Email: abqeu5@r.postjobfree.com

Address: **** **** ***** ***

City: San Jose

State: CA

Zip: 95125

Country: USA

Phone: 408-***-****

Skill Level: Senior

Salary Range: $140,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jay Nagro

San Jose, CA 95125

Email: abqeu5@r.postjobfree.com

Phone: 408-***-****

Summary: Executive leader with international services

experience specializing in customer support and professional

services. Extensive background in working with global

customers and partners to develop exemplary support

services, work environments, and high performance service

teams. Proven success in various business conditions

including hyper growth and new product introduction with

dedication to operational excellence and organizational

expansion.

Executive Profile: A Strategic Services Executive with

extensive experience and passion for the development,

management, and growth of world-class services organizations.

o Responsible for global customer support and helpdesk

operation.

o Designed and launched enterprise SaaS support services

programs.

o Ability to utilize the SDLC methodology focusing on

planning, design, and implementation.

o Responsible for the daily operations for a $2 million

Carry-In-Service Repair Center.

o Experienced in building successful professional services

practices.

o Engagement management with resources in excess of 100

consultants.

o P & L financial performance in excess of $8M.

o Accountable for a $2.5 million customer service

logistics distribution.

o Sales and services manager for a web hosting managed

services provider (MSP).

o Expanding business opportunities within existing clients

and partners.

o P&L responsibility achieving 35% EBITDA margins with 70%

gross service margins.

o Authored the industry recognized Remedy RAC Consulting

Partner program.

o Delivered solid professional services business models and

delivery strategies.

o Comprehensive program management.

o Design/development of serviceability/maintainability

features, strategies, tools, training, and worldwide

support readiness.

o Speaking engagements, presentations, and seminars.

Earned a reputation of being a fair, results-oriented

leader with strong people skills in:

o Accomplishing objectives through participative, team

player style of management.

o Building partner relationships, trust, and loyalty

through collaboration and communication.

o Maximization of employee morale and job enrichment by

training, goal setting, and empowerment encouraging

innovation.

o Providing high quality services to clients and partners

worldwide.

SENIOR DIRECTOR CUSTOMER SERVICES - WHITEHAT SECURITY INC.

10/08 - 10/12 (Laid off)

Developed from the ground up a new customer services

organization supporting WhiteHat's SaaS Sentinel Services.

Under my leadership it has grown into a 24x7 support

services business providing global support to enterprise

customers and strategic partners.

o Grew WhiteHat`s support team into 24 members including

Support Managers, Technical Account Managers and Senior

Support Engineers.

o Developed and launched 3 new expanded Support Plus

Services providing enterprise class support to domestic

and international accounts. These programs drove

additional support revenue, closed large opportunities,

and helped ensure annual services renewals.

o A member of WhiteHat's senior executive team.

o Designed and launched a formal support engineer review

and promotion process.

o As a member of WhiteHat`s Product Console I represented

the voice of the customer for product enhancements and

ensured new product serviceability and support readiness.

o Partnered with sales to discuss with customers WhiteHat

Sentinel Services and supports deployment process.

o Interacted with WhiteHat`s Sustaining Engineering

utilizing Agile software development for prioritization

and release of services enhancements and bug fixes.

o Delivery and coordination of WhiteHat`s onsite customer

training and e-Learning services.

DIRECTOR CUSTOMER SUPPORT - RETAIL PRO INC.

2/06 - 8/08 (Chapter 11)

Responsible for the growth and daily management of customer

services providing 24x7 support to the Retail Pro business

partners throughout the world.

o Accountable for service delivery and operations of a 3

tier support staff.

o Architected, launched, and expanded the Retail Pro

Support Plus services program. This program was

structured to provide enterprise level services to

Retail Pro's largest clients.

o Grew and managed a team of Technical Account Managers

responsible for total services quality and services

delivery of the support Plus Program.

o Achieved annual revenue growth of $2M from the Support

Plus Services program.

o Direct involvement with engineering in services

requirements, quality assurance, and beta testing.

SENIOR DIRECTOR ENTERPRISE SERVICES - WILD OPEN SOURCE

12/04-2/06 (Co. closed)

Built and managed the professional service and support

organization providing various services on Linux platforms

for application development, porting, kernel engineering,

and managed services.

o Established partnerships with several key computer

manufactures and distributors as a Linux consulting

resource and managed services support.

o Authored and developed several strategic programs for

Linux and Open Source consulting services.

o Responsibilities incorporated project scoping, writing

statements of work, proposal development, and RFP

responses.

o Engagement management and oversight of project

deliverables to assignment completion.

DIRECTOR CLIENT SERVICES - INTERLAND INC.

02/03 - 12/04 (Co. Closed)

Sales and services director providing Internet hosting

services (ISP) and other managed services (MSP) to clients

worldwide. Responsible for leading an account executive

team in planning, directing, and implementing business

strategies to achieve targeted sales and service goals.

Successful initiatives resulted in the minimization of

customer churn, maximized customer base revenue growth,

and providing the highest levels of customer satisfaction.

o Directed account executives with solution sells and

problem resolutions.

o Promoted sales initiatives focusing on controlled NOC

overhead and limited capital expenditures resulting in

high service margins.

SENIOR MANAGER PROFESSIONAL SERVICES - CALLISMA INC.

9/01 - 2/03 (Co. closed)

Managed a team of network consultants providing engagement

management and project management for network technology

solutions (network infrastructure, network security,

disaster recovery, network management, optical engineering,

SAN and NAS, and IP telephony/VoIP related technology)

integrating people, process, and technology for maximum

efficiency.

o Focused on quality of delivery, implementation, and

client satisfaction. Served as customer primary point of

contact. Responsibilities include writing statements of

work, proposal development, RFP response, and complete

project management life cycle.

o P & L responsibility delivering over $1.5M in consulting

revenue in a 9 month period with utilization >75%

& realization >$160/hr.

o Managed all levels of consultants with responsibilities

in professional development, mentoring, recruiting, and

staffing projects in a regional capacity.

o Teamed with the sales force on continuation business

development opportunities.

DIRECTOR CLIENT SERVICES - EALITY INC.

5/00 - 9/01 (Co. closed)

Responsibilities included the development and growth of

consulting services, customer support, and partner

management for an Application Service Provider (ASP).

o Designed and launched EALITY`s 24x7 services and support

model utilizing web based technology combined with

services of an outsourced support organization.

o Developed a user strategy to shorten the customer`s

deployment effort by 25% while providing a scalable

support methodology with a 50% reduction in support

costs.

SENIOR CONSULTING MANAGER - REMEDY CORPORATION

10/93 - 5/00

Was hired as the first consultant to development,

management, and growth of Remedy's Professional Services

Organization resulting in an 8 million dollar world-class

service organization. Accomplished track record in

development, marketing, and deployment of global partner

consulting programs. Authored and managed the worldwide

Remedy Approved Consultant Program (RAC). Expanded program

to include 56 worldwide Remedy Channel Partners

encompassing 27 countries with over 200 certified members.

o Increased Remedy`s consulting practice by 600% in three

years.

o Developed the consulting service business models, service

offerings and delivery strategy utilizing staff and

Channel Partners.

o Devised and deployed -university style- training program

enabling global partners to increase their ROI 20% by

expanding their Remedy sales/services, remaining current

on new products, and providing a growth path for their

consulting staff.

o P & L responsibility achieved greater than 35% EBITDA

margins and 70% gross margins.

SENIOR BUSINESS ANALYST - SERVICE SOLUTIONS CONSULTING LLC

10/92-10/93

Founder and president of a consulting company providing

knowledge and experience in the development of service

strategies and service related products. Provided services

to Sun Microsystems Inc. enhancing product development

and support for the SunService Helpdesk Tool Suite (SunSolve).

DIGITAL EQUIPMENT CORPORATION

8/75-10/92

- Services Engineer Manager

Led a serviceability design team consisting of hardware

and software engineers, business managers, and courseware

developers. Responsible for design and development of

product related serviceability and maintainability

features, service strategy and tools, and worldwide

customer support readiness. Managed continuation

engineering for tier three worldwide support operations.

- District Operations Manager

Managed customer service operations for the Northern

California District. Responsible for a $6 million expense

budget. Accountable for a $2.5 million customer service

logistics operation. Achieve 85% contract renewals for

a $1.2 million Digital Carry-In-Service Center.

- Customer Service Manager

Field Service Manager responsible for daily activities

of 18 service engineers providing onsite services.

EDUCATION

Associates Degree - Computers and Information Technology

Brown Institute, Minneapolis MN

Business Management, Mountain States Business Development

Denver CO

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