Customer Service Manager

Accomplished Senior and Front-Line Manager, with strong hands-on technical

skills and over twenty years professional experience in all aspects of

software, IT, and customer service in both start-up and growth organizations.

Goal-oriented with a focus on results, a decisive leader that strives for Team

success, and is self-motivated. A track record of increasing productivity and

driving improvements across the organization to reduce costs and increase

revenue. Excels in dynamic, demanding environments, while staying focused and

pragmatic.

Core Competencies

Personnel Management Strategic & Tactical Risk/Issue Management

Planning

Budgeting / Forecasting Project / Program Customer Service

Management

Process Improvement Vendor Management Executive Leadership

IIS / HTML / XML / SOAP SQL / C# / .NET / Scripting Information Technology

Professional Experience

Overtone, Inc Carlsbad, 12/09 -

CA Present

Senior Manager, Technology

Reporting to the CEO, responsible for all IT and Technical Operations across

the organization, including the management of Co-located network, servers, and

SAN in support of the Company's SaaS based Social Media Insights applications,

IT/help desk for internal clients, and Vendor management.

Key Achievements:

Re-designed software and IT systems to increase operational capacity and reduce

costs by over $120K a year

Recruited and trained IT personnel

Took over configuration management and implemented significant improvements in

the build and release process

Developed and implemented process improvements to better leverage technology

and reduce overall costs

Personally developed back office software systems to better track performance

metrics and provide reporting

Designed and implemented internal Knowledge System using Sharepoint

technologies

Took over all key Vendor Management functions for technology solutions

EOS International Carlsbad, 11/07 -

CA 05/09

Director of IT and Client Services

Member of the Executive Team, fully responsible for providing excellent

Customer Support and IT services to over 1200 SaaS and locally-installed

clients. Led and managed IT, Implementation, QA, Help Desk, CRM, Professional

Services, Inside Sales, Training, Change Control, Documentation, and

back-office Applications Development. Provided cross-functional management of

four Managers, and 14 direct and indirect staff and contractors. Directed all

operations for internal and production IT systems, redefined organizational

structure, developed process improvements, negotiated and made final decisions

for client support issues, and drove improvements in software development and

product quality.

Key Achievements:

Created significant improvements across every area of the organization,

including;

Training sales revenue increased by over 60%

On-time delivery of implementation projects improved from 52% to 85%

Software defects reduced by 50% in less than one year

Help Desk case closures improved by 55%

Reduced lost clients by 56%

Cultivated several staff into higher positions of responsibility and title

Improved and expanded Gold Client and Customer Care programs

Development and implemented a Change Control Board and Release Process to

improve quality of software

Co-created and championed new business initiatives; Sharepoint, Disaster

Recovery, and Managed Hosting

Personally developed back office software systems to better track performance

metrics and provide reporting

Designed and implemented internal Knowledge System using Sharepoint

technologies

XSLENT LLC San Diego, 01/05 -

CA 10/07

Engineering Director

Ensured delivery of software and hardware systems for all company contracts and

obligations. Responsibility for Project Management, Client Relationship

Management, System Design, Software and Hardware Development, QA, Deployment,

and Maintenance across the organization. Managed and geographically

distributed Software Engineering and IT Staff, as well as provided hands-on IT

and development on all systems.

Key Achievements:

Took ownership of several failing projects and worked closely with the client

and staff to turn them into successes

Built key relationships with multiple vendors to reduce costs and provide

better products

Designed and implemented Software Development and Change Control systems

Reduced operational costs through the implementation of collaboration systems

for all technical staff

County of San Diego, Technology Office San Diego, 05/03 -

CA 12/04

Technology Manager

Managed multi-million dollar and high-visibility IT/Software projects for all

of the County departments. Matrix reported into other departments and provided

consulting and oversight of 3rd-party vendor contracts.

Key Achievements:

Turned around several failing projects through direct vendor management and

detailed PM disciplines.

Successfully delivered all projects, including;

70TB SAN and Immutable Storage solution implementation (>$3M)

County-wide Enterprise Disaster Recovery plan and hot-site development (>$1M)

Next-generation application development for the County's #1 mission critical

application (>$1M)

Data center consolidation

PeopleSoft major upgrade project for HRMS and Payroll ($1.5M)

Developed and delivered regular classes to County staff on Project Management

techniques

Provided oversight and review of Contractor's PM methodologies and adherence to

CMM level 3 standards

Pentech Solutions, Inc. San Diego, 07/99 -

CA 04/03

Vice President, Technology

Responsible for the successful delivery of all web-based software, hardware,

and firmware for the company's ASP energy saving product. Part of the

Executive Team and front-line manager of technical staff and external

contractors.

Key Achievements:

Took product from conception to commercial release in less than six months

Recruited and managed a team of software engineers

Developed key technologies that reduced the product cost-of-ownership by 50%

Designed, implemented, and supported a highly-available clustered web services

architecture

Negotiated all hosting and support vendor contracts

HNC Software Director of Software San Diego, 08/96 -

Development CA 07/99

DataWorks Corporation Systems Engineering Manager San Diego, 10/94 -

CA 08/96

CSC / General Dynamics Senior Software Engineer San Diego, 10/89 -

CA 03/94

Education

Bachelor of Arts (BA) in Cognitive Science . UC San Diego, La Jolla, CA

Financial Accounting for Non-Accountants . UCSD Extension, San Diego, CA

Advanced Project Management . Alliance Training, San Diego, CA

Contact this candidate