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Global Program Manager

Nashville, Tennessee, United States
November 14, 2017

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Jeffrey E. Gunn Phone: 615-***-****

** **** ***** **** ********: 615-***-****

Carthage TN 37030 Email:


High-energy, experienced manager with a trademark for delivering robust Business, Technical and Human Resource solutions for companies from Blue Chips to Start-Ups.

Expertise in program management, business development, technical support services, product and delivery service planning, warranty operations, OEM & multivendor service enablement, supply chain management, product and technology development and human resources.

Experienced global player

Successful at building highly productive and motivated teams.

Skilled in solving complex problems.

Strong background in cultivating fertile customer and supplier alliances.

Effective negotiator with excellent communication and relationship skills.

Goal driven, adaptive, hands-on management style. HIGHLIGHTS


An accomplished global Program Manager with over 39+ years of success across a spectrum of professional disciplines, products, processes and industries.

Architected and implemented IBM’s Global Multivendor Technical Support Services model that enabled growth of the OEM services portfolio from $500 M to over $2 B in three years.

Developed the business operations and infrastructure to launch and grow three successful start-up ventures.

Developed world-class technical support and customer service organizations for IBM and Broadband Home.


Provided the product development and technical support planning to assure global service delivery readiness for the OEM business segment that achieved sustained growth rates approaching 100% year to year.

Enabled and managed a $100 M portfolio of innovative IBM network access technology solutions for all major PC makers (e.g. Dell, HP, etc

Achieved cost reductions of up to 200% through the introduction of low cost, high reliability plastic encapsulants for electronic devices.

Invented the Highly Accelerated Stress Test (HAST) for electronic devices that reduces reliability test durations from months to days; two corporate patents submitted. Human Resources

Over 20 years of experience motivating people and managing Human Resources.

Provided executive HR leadership and strategy to grow Broadband Home from start-up to a competitive supplier of high bandwidth home networking solutions.

Skilled in compensation, benefits, recruitment, employee relations and morale management.

Jeffrey E. Gunn Page2

Consistently achieved highest ratings within the IBM Networking Division for “manager trust and confidence” as measured by corporate surveys. EXPERIENCE

Alliance of Professionals & Consultants – Carthage, TN Global Program Manager – TSS Development 6/2012 – 6/2017 Team Lead for IBM Global Multivendor Service Planning

Developed and implemented the global virtual service planning model deployed today.

Trained and mentored new employees on the virtual product service planning role

Assisted management to interview new external candidates in remote market countries.

Led onboarding new remote employees, effectively integrating into the existing team to optimize productivity of Global Product Service Planning

Led the development, implementation and ongoing cadence for the IOT Advocate program that enhanced communications with peer groups and shared best practices between geography delivery planning and Global Product Planning

Promoted and socialized the virtual global product planning model concept across the Global and geography functional organizations to make them pillars of the new IBM MVS Global brand

Teamed with the Global Delivery organization to identify the interlocks and roles and responsibilities delineation to maximize efficiency and clarity for both teams

Developed a global cost and pricing methodology and tool for rapid response to global bids.

Alliance of Professionals & Consultants - Raleigh, NC Global Program Manager – OEM & Multivendor 6/2002 – 6/2012 Warranty & Maintenance Delivery Design and Enablement for IBM Global Services

Provided global Program Management and Service Delivery Planning to support the unique warranty and maintenance requirements of the OEM-Outbound and Embedded Solution Provider channel for System x/BladeCenter platforms.

Global Program Manager for support of InfoPrint warranty and maintenance solutions in Remote Managed/No Presence Countries

IBM global lead to provide the direction for local contracts between IBM and InfoPrint in RMCs.

Facilitated special bids and other exception requests between IBM and InfoPrint for Remote Managed and No Presence countries.

Represented Service on the Product Development Teams (PDTs) for OEM-Outbound and Cisco OEM servers as a voting participant.

Advised on strategy and operating plans to proliferate the OEM segment of the IBM Global Services portfolio.

Broadband Home, Inc. - Morrisville, NC

Director of Operations and Human Resources 9/1998 – 12/2001

Developed the strategy and the tactical management plans for all business operations: Manufacturing, Logistics, Financial Controls, Procurement, Contracts, Customer Support, IT Systems, Administration and Facilities.

Provided executive leadership for Human Resources Jeffrey E. Gunn Page3

Grew key relationships with international manufacturing partners and major customers: Accton, 3COM, @Home, Road Runner & Itochu Cable.

Negotiated all contracts for production, supply chain management and product support. Accton Americas Management Group & Partner Companies - Cary, NC Operations & Human Resource Manager 1/1995 – 9/1998

Provided the operations support to launch four start-up companies.

Managed Human Resources: Compensation, Benefits, Recruiting, Employee Relations, Compliance, HRIS development and Safety.

Established a procurement function that provided purchasing services for all partner companies.

Designed and implemented a scalable converged data and telephony platform that delivered enterprise functionality and quality on a start-up budget.

Managed the facilities acquisition, fit-up and maintenance operations for multiple sites and companies.

International Business Machines (IBM) – Research Triangle Park, NC Senior Engineering Manager 3/1992 – 12/1995

Established an OEM LAN development group to support new B2B business opportunities.

Created the mission, raised internal funding and the staffed the team.

Developed, released and supported custom OEM network access solutions.

Created world class OEM technical support/service group. EXPERIENCE Cont.

Extended span of control to encompass product management responsibility for all RTP Lab hardware.

Managed customer / supplier technical interfaces and relationships. Advisory Engineer, Technical Staff – RTP Lab 7/1991 – 3/1992

Developed customer and executive management communication materials used by the Lab General Manager.

Re-engineered the invention submission / evaluation process for the Lab that reduced cycle time by 40% and increased the number of patent filings.

Managed HR metrics for the Lab and facilitated employee relations programs.

Structured programs to stimulate creativity and innovation within the Lab. Won Achievement award for the “Wild Duck” program.

Advisory Engineer, Fault Tolerant Systems – S/88 8/1989 – 7/1991

Provided technical sales and special bid support for high profile customers (e.g. Federal Reserve, New York Stock Exchange, American Airlines).

Identified technology solutions for memory and disk storage sub-systems. Advisory Engineer, Custom VLSI Reliability 9/1998 – 8/1989

Assured reliability and quality of manufacturing for purchased VLSI silicon logic. International Business Machines (IBM) – Mid-Hudson Valley, NY Development Engineering Manager, Corporate Component Procurement 9/1983 – 9/1988

Managed worldwide development and engineering for purchased electronic components. Jeffrey E. Gunn Page4

Led the technical assessment team for a corporate task force that addressed reliability and quality issues gating the introduction of a new printer product line.

Developed the division strategy for re-engineering the procurement engineering process for Rolm.

Reliability Engineer, Assurance Analytical Tools 11/1980 – 8/1983

Developed state of the art reliability test tools and techniques.

Invented the Highly Accelerated Stress Test (HAST) and developed industry standards for test application that are in commercial use today. Chemical Engineer / Scientist, General Technology Division 7/1978 – 10/1980

Identified advanced material analysis techniques that combined gas and plasma chromatography with mass spectrometry.


Bachelor of Science in Chemical Engineering 5/1978 Clarkson University - Potsdam, New York


Mollie Church IBM TSS Dev. Manager Multivendor Planning Phone Number: 919-***-****

Steve McKowan TAX CENTER President & CEO

Phone Number: 919-***-****

John Rodham APC Manager

Phone Number: 919-***-****

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