Service Manager
Resume:
BRIAN C. ST. AMOUR
Rogers, TX 76569
*****.*******@*****.***
CAREER ACCOMPLISHEMNTS
. Support 170 online faculty and 2000 students utilizing "lean support"
model and deployment of web-based eLearning software solutions and
services
. Recruited and managed HP VMware Solution Partner Network of over 50
partners in the US
. Managed product launch and service readiness of HP Linux Service &
Support in the US and Canada
. Managed product development and technical support of Internet-based self-
help and e-support tool
. Directed integration of HP's Internet-based support with Microsoft
Windows XP Health & Support
. Launched Compaq Small & Medium Business Software Support TM for over 50
software titles
. Established and managed HP Small & Medium Business call center in North
America and Canada
. Managed support team responsible for remote network monitoring in the US
and Canada
. Managed call center team responsible for CompaqCare for Systems TM,
business-critical services
. Launched and managed CompaqCare TM Authorized Service Partner program of
45 partners
. Improved spare parts fill rate from 70% to 95% + by expanding regional
depot network
PROFESSIONAL EXPERIENCE
TEMPLE COLLEGE, Temple, Texas
9/2008 - PRESENT
Director eLearning, Educational Services
Responsible for strategic planning and service operations of the eLearning
office in accordance with college, state and regional accrediting agency
policy, supporting an enrollment of over 2000 online students and 170
faculty. Chair eLearning Advisory Committee to establish policies,
procedures, best practices, process improvement and equivalences of
eLearning with face-to-face instruction. Collaborate with Information
Technology, Student Enrollment Services, division directors and department
chairs to develop and manage a robust, supportive eLearning environment for
students and faculty. Evaluate new technology products and services.
Research industry trends for solutions and best practices. Manage
technology vendors. Develop and deliver training to faculty on subjects
including copyright, course content development, instructional design,
online collaboration and the use of software solutions. Manage department
budget. Present at conferences and events.
. Successfully provided high levels of support while growing online
student enrollment by over 100%
. Increased faculty adoption of online/hybrid/web-enhanced courses by
over 135% through "value proposition" evangelization, user-friendly
workshop series and deployment of eLearning lab
. Co-developed institution's strategic plan to further comprehend use of
technology and eServices
ST. AMOUR CONSULTING, Temple/Killeen/Waco, Texas
1/2008 - 8/2008
Services Delivery & Customer Services Consultant
Provided customer Services, total customer experience and call center
consulting and training to client list including Viking Floors, Simplified
Waste, High-Speed Service and National Foot Solutions. Developed service
strategies, service and support models, new service offerings, go-to-
market strategies, implementation plans and customer satisfaction
programs.
. Increased customer satisfaction ratings from an average of 65% to 93%
. Increased clients' service revenues by 15-28%
BRIAN C. ST. AMOUR
PAGE 2
HEWLETT-PACKARD COMPANY, Houston, Texas
2002 -2008
Specialized Partner Program Manager, Industry Standard Server Group (6/2006
- 12/2007)
Recruited, trained and managed specialized reseller partner network of over
50 authorized resellers in the United States. Monitored partner
performance, provided coaching, development and support. Conducted weekly
calls, quarterly reviews and specialized training.
. Led 5 person team responsible for the development of VMware from HP
service & support portfolio
. Increased sales by $35M and increased market share by 19%
. Directed launch and managed HP VMware Solution Partner Network resulting
in sales of $50M
Worldwide Product Service Manager, Customer Services (1/2004 - 5/2006)
Managed 19 person team responsible for leading implementation of service
obsolescence activities for HP industry standard server products.
Coordinated with regions to place spares inventory and coordinate support
contract renewals for strategic customers beyond the obsolescence period.
Engagement with regional Product Service Managers in North America,
Europe/Middle East/Africa and Asia Pacific, Office of Program Management,
Global Service Operations.
. Implemented business decision process to establish criteria, identify
products candidates for service discontinuance and manage obsolescence
schedule.
. Achieved cost savings of over $30M in spare part inventory reductions and
elimination of service obligations which were not profitable.
Linux Services & Support Manager, Global Customer Services (2002-2004)
Managed 12 person team responsible for launch and support of for Linux
operating system service and support portfolio in Americas, Europe and
Asia. Defined services delivery business plans, service delivery and
support models, pricing, partner strategy, go-to-market strategy, services
portfolio development and training. Directed technology alliance Red Hat
and SUSE. Developed marketing collateral including product manuals, white
papers, product brochures and press releases. Performed competitive
analysis and market research.
. Developed and executed global service & support strategy in under 10
months with limited resources
. Increased annual services revenues $18M for 2004, $25M for 2004
. Increased sales of software support contracts from 16% to 27%
. Increased service contract sales attach rate from 12% to 19%
COMPAQ COMPUTER CORPORATION, Houston, Texas
1993 - 2002
Services Manager, Internet Service & Support (2000-2002)
Managed 7 person team responsible for the product development of Internet-
based self-help software. Managed software product development including
customer experience, usability, functionality, feature set, quality,
reliability testing, focus group feedback and product distribution.
Developed and managed business plans, project schedules, launch activities
and product life-cycle plan, service delivery strategies, go-to-market
strategies, service portfolio and success metrics. Acted as liaison between
service and hardware product groups.
. Negotiated service alliance partnership with Microsoft for Windows XP
Health and Support Center
. Increased customer adoption of web-based support tools from 17% to 38%
. Managed co-marketing activities with Microsoft for Windows XP Health &
Support
. Achieved cost savings of $8M /year by reducing customer support calls by
24%,
BRIAN C. ST. AMOUR
PAGE 3
Service Manager, Small & Medium Business Division (1996-2000)
Established, recruited and managed 35 person call center for HP Small &
Medium Business call center in North America and Canada. Also managed 5
person, cross-functional services delivery planning and implementation team
responsible for creation and support of services portfolio for small and
medium business market. Directed customer satisfaction and service
delivery improvement initiatives. Negotiated contract agreements with OEM
software manufacturers and outsourced service providers. Established and
managed performance metrics of telephone support call center
. Launched Compaq Small & Medium Business Software Support TM for over 50
software titles
. Launched and directed Small & Medium Business call center in North
America
. Improved new product time-to-market by 45% thru process re-engineering
initiative
. Increased customer satisfaction from 85% to 93%
Service Operations Manager, North America Customer Service (1993-1996)
Managed 25 person team responsible for customer/technical support. Also
managed 9 person team responsible for new product releases. Directed
marketing activities for Compaq Business-Critical Services. Established and
maintained vendor relationships with DecisionOne, GE Services and Xerox.
. Launched CompaqCare TM 4-Hour Onsite Response Program for business-
critical customers
. Launched and managed CompaqCare for Systems TM, business-critical
services portfolio
. Expanded on-site service coverage from 50 to 120 metro areas in the
United States and Canada through launch of CompaqCare System Partner TM
program
. Established and monitored service performance levels for 25 call center
agents
. Launched CompaqCare Service Partner program of over 70 partners
. Improved spare parts fill rate from 70% to 95% + by expanding regional
depot network
EDUCATION
MBA, specialization in Marketing, 2006 (Completed on-line degree while
working full-time)
CAPELLA UNIVERSITY, Minneapolis, Minnesota
GPA 4.00/4.00
Bachelor of Science in Business Administration, specialization in
Management, 1991
TRINITY COLLEGE OF VERMONT, Burlington, Vermont
Magna Cum Laude (GPA 3.62/4.00)
Associate in Engineering, Electrical & Electronics Engineering Technology
VERMONT TECHNICAL COLLEGE, Randolph Center, VT
Quality Coursework
NORTH HARRIS MONTGOMERY COMMUNITY COLLEGE, The Woodlands, TX
CERTIFICATION
Six Sigma Black Belt Certification, 2002
COMPAQ COMPUTER CORPORATION, Houston, Texas
Program & Project Management Certification, 1996
COMPAQ COMPUTER CORPORATION, Houston, Texas
BRIAN C. ST. AMOUR
PAGE 4
ACADEMIC TRAINING & DEVELOPMENT
. INSTRUCTIONAL DESIGN
. CIRRUCULUMN, IMPLEMENTATION & ASSESSMENT
CORPORATE TRAINING & DEVELOPMENT
SERVICES
. Successful Techniques for Marketing & Selling Services and Solutions -
October, 2001
. Services as the Differentiator - February, 2001
. Service Channels Best Practices - January, 2000
. Service Offering Design Fundamentals - June, 1996
MARKETING
. Science of Marketing - May, 2001
. Brand and Brand Management - February/March 2004
. Strategy - April/May 2004
PROJECT MANAGEMENT
. Six Sigma Black Belt Project Management Certification - January, 2002
. Managing Projects in Organizations - February, 2000
. Planning & Managing Projects - March, 1996
QUALITY
. Quality Process Improvement Tools - January/February, 2000
. Introduction to Total Quality - November/December, 1999
. Total Quality - January/February, 2000
LEADERSHIP
. Building Advocacy Skills, McCombs School of Business, University of
Texas, Austin - February 2007
. Making Virtual Teams Work: Drexler-Sibbet Team Performance Model -
October, 2001
. Influencing Others: Thomas-Kilmann Type Indicator - September, 2001
. Selection Interview Training: Selecting for Success - May, 2001
. Change Management - September, 1998
. Performance Management: Tactics for Effective Leadership - July/August,
1998
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