DOUGLAS M. BURGETT

**** **** **** **** ****, Flat Rock, IN 47234 (C) 317-***-**** acrikr@r.postjobfree.com TOP PERFORMING SENIOR-LEVEL MANAGER

Energetic and results-driven professional with extensive experience managing operations and developing high performing teams in dynamic environments; broad based leadership experience in Factory, Production Engineering, Customer Service, Order Management, Technical Support, Training, Field Engineering, Partner Program Management, Repair Operations, and Global Product Service Support. Strong interpersonal skills, proficient in fostering positive stakeholder relationships and communicating effectively with clients and at all levels. Demonstrated management skills that enhance productivity, cultivate employee development and drive sustained organizational performance.

AREAS OF EXPERTISE

Change Management ● Client/Partner Relationship Management ● Process Improvement/Lean Methodologies Team Building & Employee Development ● P&L Management ● Global Project/Team Leadership Multi-site Management ● Excellent Communications ● Visionary Leadership ● Creative Problem Resolution Operations Management ● Strong Mechanical/Technical Acumen ● Business Analysis & Decision-Making Project Management ● Customer Service & Retention ● Call Center Management ● Production Management ● Logistics ● New Product Introduction ● Business Management ● Global Product Support ● ERP Transitions PROFESSIONAL EXPERIENCE

T2 SYSTEMS, INC., Indianapolis, IN, April 2014-August 2015 Field Service Manager

Responsible for development and optimization of Service Organization and process.

Building the Field Service team of Technicians supporting Solution Product implementations and Service in North America. (Technology based Parking Management Solutions).

Manage break fix repair, Warehouse (spare parts) logistics, on-site field service and product instalations. NEW LIFE HOME RENOVATIONS, INC., Flat Rock, IN, January 2013-April 2014 President/Owner

Established and launched the company specializing in comprehensive home renovations through acquisition, rehabilitation, re-marketing and renovation services. JDSU COMMUNICATIONS TEST DIVISION, Indianapolis, IN, January 2007-November 2012 North American Repair Operations Manager (January 2010-November 2012)

Functioned as Global Repair M&A Integration Lead, Outsourced Repair Partner Program Manager, and Global Repair Operations Business Process Lead for Global Service Initiatives, such as ERP transitions, TL9000 certification and the outsourcing transition of the N.A. repair operation. Key Achievements:

Achieved record profitability in 2010 and 2011 managing JDSU’s largest repair P&L; provided leadership of an 80 person multi-site organization of Engineers, Technicians and Materials Specialists.

Processed 45,000 instruments annually generating revenues of over $40 million at 55% gross margin.

Led team in providing global service technical and supply chain support for over 30 remote Authorized Service Centers; provided fair leadership and clear direction to ensure goals and objectives were achieved.

Indianapolis Repair Operation achieved JDSU Comtest's FY12 BHAG Margin Target in 2010 (2 years early).

Achieved a seamless outsourcing transition.

Manufacturing Program Manager (February 2008-January 2010)

Served as the Program Management Interface for the NET product division liaising between NET and the Contract Manufacturing partner (CTS); leveraged strong communication skills to foster relationships with all stakeholders.

Key Achievements:

Skillfully navigated through a challenging change management and leadership role as part of the final phase of the NET acquisition/integration.

Successfully transferred internal manufacturing operations to the outsourced partner. DOUGLAS M. BURGETT, Page 2

Consultant/Project Manager (January 2007-January 2008)

Managed the Germantown Repair Operations Turnaround Initiative/Special Project.

Proactively led the initiative to re-architect the Germantown (Maryland) Repair Operation. Reorganized operations around repair process optimization.

Recruited and hired an Operations Manager to lead the group; used best practice recruitment methods to secure top/qualified talent.

Key Achievements:

Improved turnaround time from 45 days to an average of 5 days.

Drastically improved Customer Satisfaction and gross margins from 30% to 50%. ACTERNA CABLE NETWORKS DIVISION (CND), Indianapolis, IN, June 2000-January 2007 (When ACTERNA was acquired by JDSU)

Director Customer Service (January 2003-January 2007)

Managed all aspects of Product Service, Customer Service, Order Management, TAC Support, Field Engineering, and Technical Training.

Established the CND Customer Service/Order Management Group and led team through two successful and sequential short cycle ERP transitions.

Skillfully managed TAC Centers in Indianapolis and Bradenton Florida, including Field Engineers that provided product installations, applications support, and troubleshooting.

Oversaw Technical Training Team while providing in-house and field training for customers on CND products and technology.

Key Achievements:

Regularly posted leading turnaround time and profitability metrics.

Successfully led team through multiple restructuring initiatives. North American Service Manager (June 2000-January 2003)

Effectively managed Cable Division Service and Repair Operations for North America.

Provided excellent service and technical support for Cable Division products worldwide. Key Achievements:

Achieved record turnaround times and profitability; Improved Cheetah Repair turnaround from 45 to 15 days.

Averaged less than 3 days turnaround time and over 50% gross margin.

Successfully established (and moved) the repair operation for Acterna's "Cheetah" product division.

Increased repair revenues from $100K annually (at 0% gross margin) to over $500K annually (at 20% gross margin) in 12 months.

WAVETEK/WAVETEK WANDEL GOLTERMAN - CABLE NETWORKS DIVISION (CND), Indianapolis, IN, March 1993-June 2000 (When WWG was merged with TTC Dynatech to form ACTERNA) Customer Service Manager

Oversaw all operations, including P&L of a 40 employee Service/Customer SVC organization comprised of Assemblers, Material Handlers, Call Center, Technicians, and Service Engineers.

Architected Wavetek's first RMA system for end-to-end RMA, quality data tracking system. Established a worldwide repair/test/service strategy supporting 19 Product SVC Centers in Europe, (EMEA) Asia, and Latin America.

Key Achievements:

Achieved world-class repair center performance with focus teams and "work cells" utilizing Lean principles; improved revenue and gross margin from $1.8M (18% gross margin) to $4.9M (48% gross margin) in two years while driving turnaround time down to an average of 2 days.

Established an Employee Career Development Program to align employee and company objectives. EDUCATION & CERTIFICATION

Bachelor of Science - Electrical Engineering Technology, Indiana University Purdue University at Indianapolis (IUPUI) - Graduated 1985 with distinction

Project Management Certification, Indiana University Purdue University at Indianapolis (IUPUI)

Supervisory/Management Institute I & II, SPC and DFX Training, University of Indianapolis

Contact this candidate