Manager Project

John Feigle CISSP

**** ******** *****, *** ******, CA 94070

Phone: 309-***-****, Email: abjdif@r.postjobfree.com

http://www.linkedin.com/in/johnfeigle

Management: Service Delivery and Customer Advocacy Director

Leader, Strategist, Program Manager, Consensus Builder, Decision Maker

Prove leader with more than 15+ years of experience leading and developing

cross-functional services. Creates growth and operational performance by

interfacing with leadership and customers while aligning resources to

business needs. Strategically manages human and material resources to

deliver results. Award-winning team builder focused on sustainable

relationships, corporate objectives, and exceeding expectations. Hands on

leader, coach, and mentor.

. Experienced leading departments of all sizes focused on integration

and solution services.

. Designed and implemented lean - practical solutions to complex

problems by managing risks and identifying opportunities to align and

balance information technology with strategic business priorities.

. Subject matter expert on the appropriate use of technology, internal

collaboration, outsourcing, supplier management, quality assurance,

and testing.

. Creates a team environment based on result driven activities, which

more than double effective results.

. Highly adaptive, intuitive, observant, and insightful. A thoughtful

listener and effective presenter. Brings the discipline of Fortune 50

experience with the flexibility, energy, and passion of a start-up

entrepreneur.

. Has delivered 50% reductions in costs of delivery; while attaining

99.9% sustained client satisfaction.

PROFESSIONAL EXPERIENCE

TENEROS (Assumed by New Enterprise Associates, then liquidated)

Mountain View, CA

Director of Customer Advocacy November 2009 - March 2010

Led support, implementation, and call center(s) for business continuity,

disaster recovery, and high availability services. Risk manager and

subject matter expert in regulatory compliance with P&L responsibility.

Individually accountable for day-to-day customer satisfaction to ensure

that customers renewed their annual service agreements.

. Re-focused support and implementation; created guiding frameworks,

doubling KPI attainment.

. Launched shared resources, cross training, and reduced the Cost of

Services (COS) by 20%.

. Created new process and procedures, using DMAIC methods, to

transformed service delivery from break fix to predictive services

that improved utilization and availability to support as well as pre-

sales engineering.

. Aligned IT services to a SaaS delivery model, coupled with tiered

service offerings, enhanced customer retention.

. Hands-on: single point of contact for key customers as project manager

and customer advocate.

. Delivered a measured +20% improvement in customer satisfaction for

both internal and external customers.

WireMORE Peoria, IL

Director of Services February 2008 - November 2009

Created a support infrastructure for professional services, and customers.

Chartered a PMO Center of Excellence (COE) to improve portfolio management.

Established training and mentoring programs with best practices for

responding to proof of concepts, pilot deployments, software, and network

implementations.

. Coordinate multiple simultaneous project efforts, along with mentoring

6+ project managers and administrators.

. Eliminated non-actionable KPI dashboards and reports; reducing KPI

reporting to 7 key actionable dashboards.

. Created real-time enterprise frameworks that facilitated early

obstacle removal, and use of decision gates.

. Analyzed 3rd party suppliers resulting in lower cost of services to

the enterprise.

. Led best practice initiatives that resulted in 25% improvement in user

satisfaction and regulatory compliance.

SOLIDCORE SYSTEMS (Acquired by McAfee, acquired by Intel) Cupertino, CA

Director, Technical Account Manager November 2006 - February 2008

Directed the Midwest product support and services to key accounts. Led the

hands on strategic planning and implementation of security improvements

across 400+ active directory servers, 200+ Sun LDAP servers affecting

400,000 internal users and 2,500,000 managed users across 200 countries.

Led risk management, and incident response teams.

. Eliminated use of beta products and standardized on core products,

servers, and infrastructure.

. Cleared technical issues and silos created by unmanaged Windows,

Linux, Sun, and HP-UX environments.

. CSIO review board member, providing input and guidance to enterprise

policies, procedures, processes.

. Transitioned support to Risk IT frameworks organized by business

domains for personal accountability.

. Let regular audits for compliance; trained audit teams; and created

enterprise reporting risk dashboards.

PSC GROUP, LLC Schaumburg, IL

Director of Services December 2004 - August 2006

Launched an organization to deliver professional services and support.

Worked with 3rd parties to collaborate on programs to promote services and

support. Established cross training programs, use of SalesForce.com, and

participated in Six Sigma and ITIL/ITSM training initiatives. Created

"advance" techniques to measure and improve the responses to RFPs, and

subsequent creation of statements of work. (SOW.)

. Developed internal and client facing strategy for turning around at

risk situations.

. Led ISO 9000 and 27000 audits and improvements.

. Contributed to the IT redesign of supplier management systems;

uncovering inconsistencies in supplier products.

. Led teams working within IT Audit, Business Process Analysis, and SOX

compliance.

. Hands-on: single point of contact for major customers as project

manager and customer advocate.

AACC (Assumed by Verizon Wireless) Peoria, IL

Director of Customer Services July 2001 - November 2004

Designed a scalable support team for five geographic locations: three

integrated offices and two partner locations. Financial responsibility for

P&L and ongoing planning.

. Led hands on training, projects, professional services and custom

applications delivery.

. Developed new approaches, products, and services for mobile computing,

and the integration of wireless technology, RFID, and smart phones

into secure enterprises.

. Designed a scalable infrastructure, later supporting 5 locations, with

only incremental improvements required.

IBM Detroit, MI

Principal December 1998 - July 2001

Directed professional support initiatives as customer relationship manager,

project manager, and individual contributor. Framed the delivery and

success for Business Process Optimization, Business Intelligence, Content

management, B2B, E-Business Strategy, Portals, Data Warehouse, and custom

Application Software Development (ASD).

. Created and managed the IT/IS partnering with SAP to Deer & Co, JDE to

Caterpillar Insurance, and PeopleSoft to Caterpillar Financial in the

delivery of enterprise ERP/MRP.

. Negotiated IT/IS scope, agreements, quality, financial and risk

mitigation requirements.

. Developed, framed, and led the support of custom IT project services

to Toyota North America.

DEC (Acquired by HP) Maynard, MA

Worldwide Program Manager November 1994 - December 1998

Support delivery services planning and projects with progressive levels of

responsibility leading to the position of Program Manager.

. Led Seagram's merger with Polygram, and Australian HHLGCS

integrations.

. Technical strategy leader for services; led over 30 major global

systems integration initiatives, all successful, delivered early and

profitably.

. One of a handful to represent the CEO's office addressing clients at

risk globally; with a 100% success rate.

. Core member of the semi-conductor competency providing project

services to Candescent, TSMC, LSI, and Phillips semi-conductor (USA,

Taiwan, Oregon, Holland/Thailand respectfully.)

. Multiple Award Winner: Top Gun for Team Excellence; Outstanding

Solutions Architect; Top cross-functional Team; and PMI Award winner

for reusable frameworks.

EDUCATION

Bachelor of Science

Engineering (with emphasis - Business, Law and Computer Science)

Bradley University, Peoria, Illinois

National Chamber of Commerce Leadership School

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

Certified Information Systems Security Professional (CISSP)

Certified (ISC) Safe and Secure Online Volunteer

Digital Certified Program Manager

IBM Certified Quality Assurance

Six Sigma belted and ITSM / ITIL certified

ISO 9000, ISO/IEC 27000

APICS, Cobit, ISMS, ISACA, and NIST aware

Member of PMI and ISC2

Active in internet security, anti-virus, and malware societies

Active in the PMI, volunteer and mentoring campaigns

Special Training

Team Building and Enterprise Top Mapping

Areas of Expertise

Organizational Leadership . Support, Professional Services, and Call Center

Operations (inbound and outbound) . P&L Accountability . Actionable Metrics

. Customer Relationship Management . Offshore Utilization .

Strategic/Tactical Resource Planning . Continuous Process Improvement .

Project Management . Scheduling . Influence Management . Negotiations,

Contracts . Terms & Conditions . Clear and Compelling Communication . Team

Building . Employee Retention . Security . Compliance . Risk Management .

ERP . MRP . MES . Contract Manufacturing . Semi-Conductor

Willing to Relocate and Travel up to 100%

Professional References available upon request.

Keywords

Organizational Leadership ( Customer Support ( Professional Services ( Call

Center Operations ( P&L Accountability Customer Relationship Management (

Offshore Organizations in Australia, Europe, Asia Pacific, and India (

Revenue Generation ( Strategic/Tactical Resource Planning ( Cost

Containment and Reductions ( Process Control ( Medium Voltage (

Manufacturing ( Project Management ( Request for Proposal (RFP) Responses (

Statements of Work (SOW) ( Scheduling ( Influence Management ( Process

Improvement ( Negotiations ( Communication ( Customer Relations ( Account

Retention ( Team Building ( Employee Recruitment and Retention

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