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Customer Service Manager

Location:
Rapid City, SD, 57702
Posted:
July 22, 2010

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Resume:

Perry Klein

**** ******* ***** - ***** ****, SD *7702

605-***-**** (C) - abj0yh@r.postjobfree.com

Senior Operations Executive

Project & Construction Management / Engineering Management / Operations

Management / Financial Management

Leader with track record of success managing and providing the general

direction for all work related to the design, engineering, construction,

maintenance, and operation of electric utilities facilities, including

generation, transmission, distribution and substations. Manage matrix and

risk management, construction risk, and ensure quality results in large

EPCM & EPC construction endeavors. Demonstrated ability to lead internally

and have strong industry relationships. Act with an owner's prospective,

present well to development partners, and work closely with senior

management team across functions, and instrumental in the due diligence in

expanding growth and revenues within a business. Solid history of building

and developing strong relationships with customers, employees, senior level

management and vendors. PE. MBA.

. Start-Up of Electric Utility Division - Overseen the start-up and

management of West Plains Engineering's Electric Utility Engineering

and Design Division, 2006-2008.

. Start-Up of Wind Energy Consulting Division - Overseen the start-up

and management of West Plains Engineering Wind Energy Engineering

Consulting Division, 2006-2008.

. Formed Alliance with an Outside Consulting Company - Overseen forming

an alliance with Sega, Inc. an outside consulting firm in order to

obtain a three-year engineering services contract with PacifiCorp and

a contract for providing a EPCM proposal for a 500 MW wind energy farm

for Xcel Energy.

. Financing - Designed, engineered and obtained financing for a 12-tower

site communications infrastructure (steel towers, microwave, fiber-

optic and communication buildings) with a total cost of $7.6M and a

projected ROI in 6 years.

. Cut Costs - 28% annually by streamlining inventory through

implementation of JIT system, 1996-2004.

Areas of Expertise

Strategic Planning - Multi-Site Operations - Complex Construction Projects

- Design Build - Alliances

Construction Safety- Matrix & Risk Management - Capital Investment Analysis

- Business Acumen - Negotiations

Finance and Multi-year Budgets - Organization Design and Development -

Labor/ Union Relationship

Professional Experience

Department of Interior - Bureau of Reclamation, Mills, WY, October 2008-

Present

The Great Plains Region manages over 150 major water storage and delivery

structures associated with 80 reservoirs. The region's 21 powerplants

generate over three billion-kilowatt hours of electricity each year.

Chief of Operations and Maintenance Division

Responsible for providing managerial and technical oversight and

direction for the development, execution, scheduling of operations and

maintenance activities, and coordination of programs involving general

administration, planning, engineering, design, construction, and hydro-

electric power plant operations. Coordinate the preparation and review

of construction plans and specifications for repair and replacement of

Area facilities and equipment. Serve as Area Office Management

representative and expert relative to labor-management relations and in

the administration of the negotiated labor agreement contract. Provide

long-range planning in connection with prospective changes in functions

and programs; periodic & comprehensive evaluations of program goals and

objectives; and adjustments or redefinition of broad objectives. Ten

(10) supervisory departmental direct reports. Approximately 113

employees in my O&M Division.

. Responsible for a $52M O&M budget

. Oversee RFPs and negotiate short and long-term EPCM contracts worth

$100K to $15M

. Responsible for rebuilding O&M Divisions employee morale and

motivation

. Responsible for returning O&M projects to there targeted completion

dates

West Plain Engineering (WPE), Inc., Rapid City, SD, July 2006-October 2008

Privately held engineering firm, specializing in the design of mechanical

and electrical systems for commercial design build projects and electric

utility transmission, distribution and substation engineering /procurement

/ construction management projects with more than 45 employees in four

offices located in SD, WY, and IA.

Director Electric Utility Engineering Division / Business Development

Executive

Provided overall leadership and direction to the following areas: pre-

sale engineering, post-sale engineering, engineering and technical /

field services and EPCM / Design Build Projects. Overseen A&E contracts,

performed periodic inspections, enforced contract provisions, reviewed

and approved change orders and payment requests. Developed and

recommended short and long-range objectives consistent with corporate

and business unit guidelines. Recommended scopes, and planned capital

investments. Prepared multi-year budgets and regular financial reporting

processes through forecasting and reporting of revenues, reimbursements

and expenditures. Four (4) direct reports.

. Handled RFPs and negotiated short and long-term EPCM contracts

worth $100K to $66M

. Hired by South Dakota Science & Technical Authority and by Sanford

Underground Science and Engineering Laboratory at Homestake Mine as

a consultant to aid in reopening National Science Foundations

underground neutrino mine project by providing engineering design

of all electrical work.

. Met with large industrial and commercial customers, IOU's,

Cooperatives, and Municipals to provide these clients with

generation, transmission, distribution and substation engineering

and design.

. Reported and submitted business plans to West Plains Engineering's

Board of Directors

. Overseen the conception/start-up/implementation of the Electric

Utility Division (i.e. human resources, budgeting, gaining

customers, sales, marketing, etc.) for WPE and continued to oversee

the financial and personnel growth of this Division. Provided EPCM

proposals/contracts worth $50K to $66M.

. Overseen forming an alliance with an outside consulting firm in

order to obtain a three-year engineering services contract with

PacifiCorp and a contract for a wind energy farm with Xcel Energy.

. Responsible for growing West Plains business resulting in two

consulting firms approaching West Plains Engineering on proposing

the purchase of West Plains Electric Utility Division

Burns & McDonnell, Kansas City, Missouri, March 2006-June 2006

Burns & McDonnell is headquartered in Kansas City, Missouri. Today more

than 350 engineering, architectural, construction, environmental and

consulting services are offered to clients.

Manager Telecommunications Business Development

Provided overall leadership and direction to the following areas: fiber

optics, digital microwave, wireless data and Land Mobile Radio (LMR)

systems for a wide array of critical applications. These

telecommunications technologies enable Supervisory Control and Data

Acquisition (SCADA) systems, Energy Management Systems (EMS), Substation

Automation (SA) systems, Distribution Automation (DA) systems, Advanced

Metering Infrastructure (AMI) systems, Intelligent Transportation

Systems (ITS), enterprise Wide Area Networks (WANs), public safety

communications and remote security surveillance of your mission-critical

assets. Interaction with prospective clients, professional consultants,

contractors, vendors and suppliers.

. Handled RFPs and negotiated short and long-term EPCM contracts

. Developed proposals for new business opportunities

Black Hills Corporation (BHC), Rapid City, SD, 1992-2005

Publicly traded diversified energy company with 28 U.S. locations, 1,200

employees and annual revenues of $2B.

Manager of Sales and Marketing Retail, Energy Services Department, 2004-

2005

Established relationships with architects, engineers, subcontractors,

consultants, public officials and clients. Responsible for BHP's and BH

Fibercom's customer service functions, including meter reading, rates

structures, and customer billing. Trained staff in retail operations,

inventory, purchasing, scheduling, cash management, problem resolution,

and profitability enhancement. Represented company before SD Public

Utilities Commission. Responsible for $1.2M O&M annual salary. Seven

(7) direct and 17 indirect reports.

. Served on long-term Strategic Planning Committee for Black Hills

Power and Fibercom Subsidiaries.

. Cut customer complaints by 90% with South Dakota Public Utilities

Commission by becoming proactive with customer service and working

with customers to educate them and solve their problems.

General Manager of Mayer Radio Communications, Subsidiary of BHC, 2000-

2005

Performed activities necessary for the effective management of the

department, including employee safety, selection and development of

employees, salary administration, budget administration, employee

counseling and motivation, organizational goals and objectives, and

planning, organizing, integrating, measuring and reporting the work

performed within the business unit. Managed operations, including

accounting and finance, administration, business development, IT, HR,

engineering, procurement, inventory/quality control, and maintenance

with four (4) direct and five (5) indirect reports.

. Secured $7.6M in internal financing through company and advised the

President and CEO regarding financial decisions relating to

development projects.

. Negotiated $1.2M vendor contract with 3-year ROI for high tech

project that involved design, engineering, financing and

construction of two communication tower sites in the Black Hills of

SD, including steel towers, microwave, fiber optic and

communication buildings.

. Initiated best practices that improved company's standards,

processes and customer services.

. Served on long-term Strategic Planning Committee for Black Hills

Power and Fibercom Subsidiaries.

Manager of Black Hills Power Metering Department, 1996-2004

Managed procurement, design and development of construction and

engineered maintenance facilities. Responsible for BHP's customer

service functions, including meter reading, and customer billing. Served

on IT Task Force until 2005. P&L responsibility for capital and

operating budget with four (4) direct reports.

. Designed and prepared estimates for $1M+ transmission and

distribution capital projects (SCADA, substations, overhead and

underground distribution lines and services to large C&I

customers).

. Worked with BHP Rates Department on recommending revenue

requirements and rate structures consistent with sound business

principles, BHP and PUC policies.

. Presented business plan to Black Hills Corporation regarding

leading Black Hills Powers Utility Company's Standards and

Purchasing Committee to make changes in their present metering

standards.

. Presented business plan to the Corporations Senior Management

regarding the prospect of Black Hills Power utilizing Automated

Meter Reading (AMR) for the utility company. Implemented pilot

program.

. Saved 22% annually by recommending annual and multi-year system

improvement projects.

Supervisory Electrical Engineer, 1992-1995

Managed procurement, design and development of construction and

engineered electrical facilities. Evaluated project needs, site

limitations, developed scope, and budgetary proposals. Project

Manager/Construction.

Klein Electric, Yankton, SD, 1986-1988

Owner and operator of electrical (residential, commercial and industrial)

contracting company.

Education, Certifications and Professional Affiliations

MBA degree, University of South Dakota, Vermillion, 1995

BS, Electrical Engineering, South Dakota School of Mines and Technology,

Rapid City, 1991

Electrical Construction & Maintenance, Mitchell Area Vocational and

Technical School, Mitchell, 1979

Professional Engineer - PE #6663

South Dakota Electrical Contractor License - EC #1388

South Dakota Electrical Council, 1993-Present

Toastmasters, 1995-2005

United Way, Rapid City, SD, volunteer, 1993-2007



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