Manager Engineer

James Kline

*** ********** ****, ********, ** ***78 224-***-****

*********@*******.***

SUMMARY

Accomplished Professional Services Delivery Manager recognized for skill

developing, implementing, improving and managing IT service-oriented teams

and programs. Experience in managing teams of 50+ employees and programs

exceeding $40 million annually. Effectively demonstrates a client-focused

approach and an ability to lead multiple, simultaneous programs that result

in highly profitable offerings. Exceptional abilities in business

development, program and personnel management. Outstanding problem-solving

and leadership skills.

PROFESSIONAL EXPERIENCE

OWC.NET, Inc., Woodstock, IL

2009 - 2010

Director of Development, Service Solutions

Internet and Services Operations & Business Development. Directed the

redevelopment of all Internet Services and Professional Services.

Developed, monitored, standardized, and managed service delivery programs

related to new and existing professional service offerings.

. Developed and guided launch pf Hosted VoIP, Hosted E-Mail, Wireless

4G, and Professional Consulting Offerings

. Redeveloped ISP division - Returned program to profitability of $2.5

million in a 9-month period

. Created and implemented Hosted Solutions Offering on target to achieve

over $1 million revenue in 2010

. Developed and launched Professional Services offerings including

subscription based security and maintenance programs

INSIGHT DIRECT USA, INC., Bloomingdale, IL

2002 - 2008

Manager, Lifecycle Technology Practice (2005 - 2008)

Full responsibility for $40 million P&L and 50+ employees. Oversaw

development, implementation, operations and sales of several high-profile,

multi-million-dollar programs, including Output Management, Authorized

Support Partner, Call Center, Integration, Standards & Automation, Project

Management, and Disposition Services. Developed, monitored, standardized,

and managed service delivery programs related to new and existing

professional service offerings.

. Instrumental in the development and launch of the Lifecycle Technology

Practice

. Assumed control of and reorganized failing Authorized Support Partner

program. Realigned program to create $9.3 million in revenue over a

12-month period

. Created and implemented Call Center Services offering, generating net-

new revenue of $1.5 million in first 12 months of operation

. Increased Disposition Services revenues from $1 to $3.9 million within

12 months

National Service Development Manager (2005)

Managed day-to-day operational and financial performance of the Technical

Services Group. Developed, monitored, standardized, and managed service

delivery programs related to new and existing professional service

offerings. Assisted with the design, development, documentation, and

consultations on the delivery of new service offerings related to IT

lifecycle.

. Developed new Output Management Services (OMS) program creating $2.5

million in new revenue in the first 12 months, plus $5 million in

additional hardware sales

Business Development Manager (2004 - 2005)

Managed and led a group of consultants that performed print usage and

consolidation assessments and implementation of print technology solutions

for enterprise-sized clients. Directed and conducted client-based, on-site

engagements for the consultative sale and implementation of hardware,

software, and security solutions for enterprise clients.

. Redesigned Integration Services program resulting in $20 million

revenue in the first year

Managing Architect (2002 - 2004)

Crafted, directed, and managed the development and delivery of creative

solutions for complex technical proposals and Statements of Work to ensure

a smooth transition to the operations team.

. Responsible for net-revenue gain of $10 million in first year of

employment through creative proposal development

HEWLETT-PACKARD CORP, Austin, TX

2000 - 2002

Senior Consultant

Provided consulting services to a wide range of Fortune 500 clients

involving all phases of project management/implementation, including pre-

engagement planning, customer engagement management, requirement analysis,

scheduling, implementation, documentation, on-site user training, and

project close-out/debriefing.

. Successfully completed implementation of Output Management (OM)

solutions at Tyco Electronics under budget by $100,000 and schedule by

nearly 30 days

. Implemented OM solutions at Pennsylvania Power and Light in 50% of

budgeted time.

THE SOMERSET GROUP INC, Saginaw, MI

1998 - 2000

Developer/Program Manager

Managed day-to-day operations. Created business, advertising, and marketing

plans; secured financing; created and maintained budgets; and forecasted

and managed cash flow. Developed business opportunities and sales

strategies and opened new branch office

. Grew revenues to $1.5 million in first 12 months of operation

MEANS INDUSTRIES INC, Saginaw, MI

1997 - 1998

Network Systems Analyst

Facilitated all aspects of enterprise-wide networked systems functionality,

including design, implementation, and maintenance of all Local Area

Network/Wide Area Network (LAN/WAN) components in both corporate and

manufacturing areas. Responsible for NT servers, UNIX connectivity, end-

user support, e-mail systems functionality, upgrades, installations, and a

variety of other issues.

. Established documented, company-wide support procedures

. Reduced end-user downtime by 50%

. Contributed to annual budgetary savings of $100,000

O/E SYSTEMS INC, Saginaw, MI

1995 - 1997

Systems Engineer

Responsible for implementation, optimization, and maintenance of a 400-

user, TCP/IP-based token-ring LAN/WAN network for a long-term contracted

client, Ameritech Small Business Services. Also rolled out Windows 95 for

2,500 workstations at K-Mart International Headquarters (HQ) and

implemented Lotus Notes server for Comerica Bank Corporate HQ.

. Contributed to reduction in downtime by 30%

ADDITIONAL EXPERIENCE

Computer Horizons Corp, Detroit, MI Application Developer

Dow Chemical Company Data Center Operator

EDUCATION

Bachelor of Science, Computer Science, University of Michigan, Ann Arbor,

MI

Coursework, Organizational Management, University of Phoenix

PROFESSIONAL DEVELOPMENT

. Insight Direct USA internal training: Project Management Fundamentals;

Program Management Advanced Training; Identifying Harassment;

Personnel Management Fundamentals; Personnel Management Advanced

Training; E-mail Etiquette; Situational Leadership II, Blanchard

Training

. Microsoft (MS) Certified Systems Engineer, Windows NT 3.5/3.51;

. HP Certified Sales Engineer: HP Edgeline; Output Assessment Solutions

and HP 4345 MFP; HP/Dazel Output Management Server Administrator

. Introduction to PERL Programming

. Basic and Advanced Web Development - Microsoft Frontpage

. Basic and Advanced Web Development - NetObjects Fusion

MILITARY SERVICE

U.S. Marine Corps - 1991 Casualty/Family Assistance Representative,

Persian Gulf War, Honorable Discharge; Awarded

National Defense Medal and Navy Achievement Medal

U.S. Marine Corps - 1985 - 1989 Administrative Clerk/Computer Operator,

Honorable Discharge; Awarded Navy Achievement

Medal and Good Conduct Medal

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