Manager Service

Todd A. Rucker

**** ***** ***** *: 937-***-****

Miamisburg, OH 45342 *********@*****.***

* *******

IT Services and Support Planning Professional with over 15 years

experience providing all aspects of maintenance services planning.

Background includes wide range of multivendor products in high tech and

retail industries. Dependable, problem solver, enjoys challenge. Strong

leadership skills. Diverse background in product, program, and project

management with expertise in:

Vendor Management Support pricing methodologies

Strategic opportunity pricing Support program development

Services cost analysis International support planning

experience

Service process development New product support evaluations

1 PROFESSIONAL EXPERIENCE

NCR, Customer Services Division, Dayton, OH

Services Design Consultant (2005 - 2010)

Group leader for multivendor support planning group of 7 Service Design

Consultants beginning in 2009. Evaluated and implemented support

capability for all non-NCR products serviced globally by NCR. Acted as

single point of contact to Services Sales force for non-NCR equipment.

. Performed process development and implementation on Cisco products,

ensuring contract compliance for entitlement, service delivery, and

vendor database maintenance (i.e. service sign up, contract

management, support call flow, and major account support).

. Developed support process to merge NCR - Cisco maintenance processes

spanning multiple systems, resulting in effective product support for

customers.

. Managed clean up of major global customer's Cisco equipment installed

base across 58 countries, significantly improving service delivery.

Marconi, Customer Services and Support, Warrendale, PA

1 Services Product Manager (2001-2005)

Implemented global service and support offerings on all products released

by Marconi's Enterprise Division (BBRS). Maintained worldwide

maintenance prices, support offer definition, and sales collateral.

. Developed and implemented alternative support pricing structure for

new class of products enabling competitive pricing for targeted market

segments.

. Initiated development on new support pricing methodology for all BBRS

products to achieve competitive pricing flexibility across enterprise

and service-provider markets.

. Redefined new channel partner services strategy including support

fees, program level designations, training requirements, and all

appropriate services documentation.

. Improved services margin analysis tools, providing management with

detailed profitability by support offer and product type.

2 Manager, Strategic Alliances (2000)

Managed service-related aspects of Original/Outsourced Equipment

Manufacturer (OEM) and Resale Contracts to maximize service and support

gross margins.

. Maximized profitability and obtained favorable service terms by

performing support contract negotiations with domestic and

international vendors.

. Resolved service-delivery issues on released products, improving

timely support to customers.

. Conducted services review of potential acquisition, uncovered

significant revenue impacting problems, resulted in contract

withdrawal.

Todd A. Rucker

Page 2

NCR, Worldwide Customer Services Division, Americas, Dayton, OH

1 Network Product Manager (1998-2000)

Provided global product management, product release and marketing program

development for major networking vendors generating $12M in annual

product and services revenue. Major vendors included Nortel Networks,

Fore Systems, and Cabletron.

. Ensured timely release of vendor products into all areas, domestic and

international, including Sales, Pre-Sales, Professional Services and

Customer Support.

. Provided single point of contact for assigned vendors ensuring

effective communications and accountability.

3 Network Services Product Manager (1997-1998)

Released baseline and enhanced services for major lines of networking

vendor's products generating $60M in annual services revenue.

. Ensured gross margin targets were met by managing U.S. service offers,

maintenance pricing, and performing annual pricing reviews.

Strategic Bid Support Analyst (1995-1997)

Crafted customer specific service sales solutions for major bids

involving multivendor products and NCR equipment.

. Developed solution pricing for hardware and software maintenance,

remote support services, help desk, staging, and installation services

to win strategic contracts.

. Average services value of strategic contracts awarded were between $1M-

$2.5M and larger contracts were valued between $60M-$400M.

1 Technical Program Manager, Level 2, 3, & 4 (1991-1995)

Evaluated and implemented complex multivendor hardware service programs

for generic release as well as account specific opportunities. Service

programs developed for global in U.S. and Europe. Major accounts

supported included Wal-Mart, System One, and Worldspan.

. Performed product evaluations establishing service philosophies,

training methodologies, vendor relationships and logistics inventory

requirements on wide-range of products for successful service

delivery.

. Defined spares logistics inventory purchases of up to $3M for start-up

of supported accounts.

. Provided ongoing support maintainability and defined replacement

products for equipment no longer manufactured.

4 Field Engineer, Medium and Large EDP System (1986-1991)

Installed and maintained NCR I and V systems for Data Centers located in

the Dayton Complex.

MILITARY EXPERIENCE

United States Navy, Strategic Navigation Department, Bangor, WA

5 Electronics Technician, Second Class (1980-1986)

Served on board USS Michigan, SSBN 727 (Blue) submarine during four

Strategic Deterrent Patrols.

Served on USS Simon Lake as Ships Inertial Navigation Technician.

. Maintained Secret Security Clearance and received Honorable discharge

1 EDUCATION / TRAINING

. Electronics Strategic Weapons "A" and "C" Schools - US Navy

. Numerous hardware / software classes and seminars (large EDP systems,

laser printers, IBM RISC 6000, etc.) - NCR

. Value Based Service Selling; Strategy-based Marketing for High-Tech

Services - Hahn Consulting Services

. Effective Negotiating - Karrass International

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