Management Customer Service

MARC D. MCNAMARA

P.O. Box ***,

** ****** ****

Gilmanton, NH 03237

Phone: 603-***-****

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

SUMMARY

. Senior executive with 25 years of operations and new business

development experience in media production and asset management.

. Strategic results driven leader with proven ability to lead across

complex organizations, improve top and bottom line performance,

execute and manage change, direct business from an entrepreneurial

perspective and drive innovation across the enterprise.

. A creative "just do it" manager that fosters culture to embrace and

promote teamwork, collaboration and commitment to service.

. A trusted advisor with significant multi-year fortune 100 consulting

engagements.

. A skilled personal and public communicator adept at establishing

relationships and building trust.

AVITAGE - Wellesley, MA 1997 to 2009

12 year old media production and asset management company that provides

services and systems to enable businesses to improve communication

performance.

VICE PRESIDENT PROGRAMS AND SERVICES

Staff: 3 Direct Reports - Director of Programs, Director of Technology,

Director of Production; 11 Indirect Reports; Budget: $2.5 million

Recruited by the President as the second employee, embraced opportunity

to build organization from the ground floor. Initially, built and

directed an organizational infrastructure, oversaw fiscal management to

ensure profitability, identified a base of outsourced employees, and

established solid customer relationships. Executed strategies to

accelerate revenue, strengthen the company's visibility, and move

organization forward.

Position is responsible for leading consulting engagements with customers

and applying company resources in the management of ongoing rich media

solution programs. Company oversight includes Profit & Loss management,

short- and long-term revenue planning, general business management,

strategic operations, business and sales planning, new business

development, new product development and management, engineering and

program consulting leadership, and special events coordination.

Leadership role is heavily entrenched in strategic business partnerships,

program management, new product and technology innovations, contract

negotiations, and budget development and control.

. Business Start-up and Growth. Leveraged entrepreneurial experience to

start-up a new organization with minimal resources. Driving force

behind the progressive growth of company. Company's technology is

utilized by Fortune 100 companies, and year-over-year engagements have

delivered over $8+ million.

. Reorganization Leadership. Led a reorganization event following the

acquisition of a division of Compaq Computer to begin offering on-line

training products and services to customers. Event included employee

downsizing, management recruiting, cost reduction strategies, and high-

performance technologies and systems development. Catalyst in

realizing $400,000 in gross profit, pushing revenue 300% in 2 years,

slashing costs by $180,000, and improving customer service.

. Innovative Technology Management. Championed development of digital

asset management technology ($1.6 million investment) to propel annual

revenue. Led team during design process, managed outsourced and

internal engineering professionals, and negotiated complex contracts

to integrate third party technology. Innovative technology has a

patent pending, may be licensed to other businesses, and has generated

$3 million in the last 5 years.

. Revenue Generation. Created more than $3 million in new business

opportunities by designing critical consulting methodologies and

services regarding enterprise technology implementation. Methodology

ensures a collaborative effort among stakeholders needed for

successful adoption of a service program. Method has delivered more

than $150 million in cost savings for customers.

. Technology Success. Steered the development of a revolutionary on-line

networked, multimedia delivery system integrated into corporate

training products. Leadership role involved project vision and

management and technical team leadership. Extremely successful

technology was licensed to Oracle Corporation and produced a $125,000

net profit.

. Marquee Client Engagement Leadership. Authored a Service Level

Agreement and managed the company's largest customer (Hewlett

Packard). Led the delivery of a managed services program involving

digital communications to support 10,000 HP sales field professionals.

Catalyst in producing more than $3.5 million in direct revenue, and

$100+ million in cost savings for HP.

. Start-Up Success. Presided over a team that designed and launched a

complex 24/7 Network Operations Center (NOC) and Helpdesk Organization

to support 40,000 users employed by John Hancock, ExxonMobil, Hewlett

Packard, Unisys, and Teradata. System resulted in meeting 100% of

Service Level Agreements.

CONVERGENT MEDIA SYSTEMS - Littleton, MA 1996 to 1997

Nation's largest e-media information management and delivery company.

DIRECTOR OF OPERATIONS, MEDIA CENTERS

Staff: 5 Direct Reports - Program Manager, Finance Director, Facilities

Director, Operations Director, and Engineering Manager; 75 Indirect

Reports

Retained following a corporate acquisition. Directed the merger of legacy

and acquired operations, and architected an efficient customer-focused

operation to facilitate high profit.

Overssaw an $11 million division with 3 offices and 80 service

professionals that provided on-site electronic communications and

training products/services to prominent national corporations. Executive

role entailed Profit & Loss management, vision and goal setting, general

business management, organizational leadership, policy administration,

strategic business partnerships, human resources, and sales team

coaching.

. Joint Venture Development. Established the company's first business

joint venture. Wrote business plan, created business framework,

negotiated terms of investment and ownership, and won the approval of

Board of Directors. Sold interest in joint venture during the first

round of outside financing for $800,000.

. Revenue Generation. Oversaw team that developed divisional program

proposals that led to $10+ million in new contracts.

. Organizational Improvements. Reorganized new departments, changed

cross-disciplined teams that integrated new processes and

technologies, and hired new employees. Initiative yielded a 30% profit

gain of $500,000 regarding combined revenue following an acquisition

and merger.

. Project Management Practices. Introduced structured project management

practices, and aligned project management methods with organizational

needs. Hired and managed consultants to develop processes and training

delivery systems. Efforts realized $6+ million in renewed customer

contracts.

. Cutting Edge Technology Results. Drafted a licensing and partnership

agreement for a new Internet product. Cultivated relationship with a

strategic partner, won approval from Board of Directors, and

negotiated favorable agreement terms and a co-marketing agreement.

Immediately captured $250,000 in sales.

. Accounting and Budget Allocation. Initiated a new cost accounting

method, and collaborated with Director of Finance to change an

existing accounting system. Project improved accuracy of financial

information for executives, improved critical decision making

processes, and boosted overall profitability.

LIBERTY MUTUAL INSURANCE COMPANY - Boston, MA 1985 to 1995

95-year old, $2+ billion financial services company specializing in life,

home, automobile, and business insurance products; company has 20,000+

employees.

DIRECTOR OF COMMUNICATION SYSTEMS (1988 to 1995)

Staff: 7 Direct Reports and 43 Indirect Reports; Budget: $4 million

MANAGER OF PRODUCTION (1986 to 1988) ( PRODUCER / DIRECTOR (1985 to 1986)

Managed technology, infrastructure, and staff engaged in designing and

creating communications and systems to support corporate training,

communications, and educational programs. Polished qualifications in

management and human resources activities such as team building and

leadership, cultural diversity management, employee downsizing, benefit

plans and communications, employee performance reviews, compensation and

salary analysis, and employee training.

Multi-faceted experience focused on business and office management,

program management, financial leadership, policy management, special

events planning and management, stakeholder relationships, local and

national team collaboration, and budget development. Managed a 50-person

team and $4 million budget.

. Department Turnaround. Executed several strategies to drive sweeping

changes across the department, including terminating non-performing

staff, hiring top-tier professionals, creating new products and

services, and evangelizing new offerings to customers. Accelerated

annual revenue 800% to $6 million.

. Business Revitalization. Rejuvenated an emerging Publishing Unit by

creating new publishing processes, changing sales materials, coaching

sales team, updating content, and more. Pushed revenue 700% to

$750,000.

. Program Management. Piloted the first program to deliver live company

broadcasts from CEO and senior executives. Enhanced corporate

communications, eliminated multi-city trips, and saved $300,000.

. Executive Road Show Management. Orchestrated a 9-week, multiple city

road show and high-level corporate strategic planning meetings. Teamed

with CEO, President, and Divisional Vice Presidents to plan event.

Handled facility and technical support, negotiated vendor contracts,

and managed on-site staff during corporate events.

. Corporate Communications Event. Spearheaded a corporate communications

event to inform 20,000+ employees about changes in employee benefits

(first change in 20 years). Managed internal and external team that

created documents and programs, and developed innovative technology.

Company was able to broadcast its message and lower benefits

administration costs 20%.

EDUCATION AND PROFESSIONAL CERTIFICATION

Masters of Business Administration( University of New Hampshire,

Durham, NH

Bachelor of Arts, Speech Communications ( Boston College, Boston, MA

Professional Certifications:

Leadership for Developing a Breakthrough Organization, GAP

International, 2009

Managing Projects for Breakthrough Performance, GAP

International, 2006

Overcoming Obstacles to Organizational Change, Connelly

Consultants, 2003

Mastering Modern Program Management, Project Management Partners

1999

Delivering Superior Customer Service, BU Corporate Education

Center, 1993

Consulting Skills, Kepner-Tregoe, 1992

Project Management, Kepner-Tregoe, 1991

Management I-V, Liberty Corporate Education Services, 1986 -

1989

Train the Trainer, Liberty Corporate Education Services, 1988

Instructional Systems Design, Society for Human Resource

Management, 1987

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