Manager Service

Summary of Qualifications

Highly accomplished Business Leader/IT/Operations Manager offering a blend

of technical aptitude and business process acumen. Extensive experience

providing business solutions that enhance productivity, improve quality,

drive sustained business performance, and maximize revenue potential.

Demonstrated success translating business needs into technical

specifications. Areas of expertise:

? Project ? Asset Management ? Desktop Management

Management

? Negotiation & ? Budget Management ? Network & Voice Break/Fix

Contracts Activity

? Strategic ? Service Level ? Relationship Management

Planning Agreement (SLA)

? Information ? Performance ? Distribution/Warehouse

Technology Appraisals Mgmt

? Customer ? Client Needs Analysis ? Team Building &

Service Leadership

Career Highlights

. Consistently ranked at the top of the management performance groupings

. Recognized as "Subject Matter Expert" in all Desktop, Network and

Premise maintenance support, rollout and staging agreements with

various Support Providers

. Trained and mentored numerous individual performers into Leadership

roles

. Successfully managed a Warehouse Distribution Center during its peak

season

. Strategically managed all on-site repair for the Pulsat Satellite

network which supported all GM Dealerships nationwide

. Instituted and managed a Technical Support Network throughout the

United States that responded to EDS calls "same day" under Time and

Material Rates resulting in the savings of millions of dollars of

reoccurring cost to EDS

. Successfully enforced and managed strict adherence to all

process/procedures and managed over 200 employees in support of

Children's Group Distribution Center.

Employment History

Outbound Manager

Children's Group ? Dayton, Ohio Letter of Recommendation

2008 -2009

Contracted from 11/17 2008 - 1/31 2009

. Successfully managed a staff of approximately 200 employees (both

permanent and seasonal) in the fulfillment, packaging and shipping of

approximately 8000 to 10000 orders daily.

. Ensured all "quality" practices and procedures were strictly adhered

to thus ensuring high accuracy on orders and a high level of customer

satisfaction.

. Monitored and ensured all stocking/inventory levels were in compliance

with projections and properly stocked and in the proper location.

. Ensured all outbound shipping was timely, accurate and in accordance

with requirements of both the Children's Group and shipping providers.

Service Relations Manager

Electronic Data Systems (EDS) ? Letter of Recommendation

Dayton, Ohio 1993 - 2007

. Supervised and managed a team of 20 professionals with a 99% retention

rate

. Administered approximately $60 million (annually) of IT Maintenance

and Contracts for Desktop, Network and Voice break/fix activity,

move/add/change, installation activity throughout the United States

. Facilitate interview and selection of the Service Provider who can

meet and/or exceed the Client's

expectations based upon client's business and budgetary requirements

. Established strategic alliance with both Clients and Service providers

. Managed all aspects of Service Level Agreement (SLA) drafting and

renewal, obtained quotes for service, (Desktop and Network),

established affiliate performance trending and ensured affiliates

adhered to all contractual obligations

(Service Relations Manager cont.)

. Handled all salary actions, Performance Appraisals, counseling

sessions (when needed) and emotional/professional support for all

respective team members

. Forecasted annual operating budget of approximately $1.5 million

Operational Team Leader

Electronic Data Systems (EDS) ? 1991 - 1993

Dayton, Ohio

. Directed all facets of repair/installation operations that were part

of the EDS Dayton Maintenance Center for all Southwestern Ohio

. Served as Customer Liaison for all respective accounts

. Drafted input for all employees' Performance Appraisals

. Motivated and counseled technicians

. Participated in monthly P&L budget activities

. Facilitated all Satellite, Data, Voice and PC repair activities

Vsat Support Technician

Electronic Data Systems (EDS) ? 1989 - 1991

Dayton, Ohio

. Provided maintenance and support to EDS VSAT Satellite Hub and

associated Networking equipment that provided all GMAC facilities

throughout the United States and parts of Canada access to EDS

Mainframe applications

. Functioned as Vendor Manager for all as Hughes Network Systems

(provider) issues. Responsible for Network 7x24x365

. Acted as he EDS Regional Chairperson for the implementation of the

Crosby Quality Action Initiative

. Enhanced process and overall roll out of the Quality Action Initiative

for the entire North Eastern Region of the United States

Network Hardware Specialist

Electronic Data Systems (EDS) ? 1988 - 1989

Washington, D.C.

. Provided Data Technical support for the Department of Energy account

in Washington, DC as well as Help Desk support for all Network users

. Supported all Data Networking equipment and circuits that provided

Mainframe access to the account

Cryptologic Technician

U.S. Navy 1980 - 1988

. Oversaw all communications activities associated with a Special

Intelligence Communications Center

. Supported various agencies including White House; Defense Intelligence

Agency; National Security Agency; Central Intelligence agency and

numerous Naval Task Force units

. Served as Shift Supervisor from 1986 to 1988

. In charged of performance evaluations; conferred and advised

individuals regarding work performance

. Successfully completed a full Special Background Investigation -

Cleared TS/SCI

Education, Training & Certification

ITIL Certified

University of Maryland, Suitland Community College, Andrews AFB, MD.

Numerous Leadership Classes Including; Basic Leadership, Behavioral,

Interviewing; P&L Management; Everybody Sells; Leadership and

Professional Development; Leadership Transformational Journey

Cryptographic Communications, Naval Technical Training Command

Integrated Satellite Business Network Operations (Certified)

Integrated Satellite Business Network Maintenance (Certified)

Network Equipment Technologies IDNX (mux) Operations/Maintenance

(Certified)

ISO 9000

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