John S. Wright

Mobile: 469-***-**** LinkedIn: www.linkedin.com/in/john-s-wright E-Mail: ac3fg7@r.postjobfree.com Professional Summary

An accomplished Telecom / IT Service Delivery Director accountable for the end to end delivery of profitable professional services, complex project management and post-sales technical account management focused on identifying additional sales opportunities within Operations. More than 20 years of client-facing experience combined with a strong managerial track record of budget achievement, personnel management, and departmental performance.

Key Competencies

l Astute Business Acumen l Creating High Performance Culture l Exceptional Customer Satisfaction Professional Experience

ERICSSON INC. 1996 – 2016 MILITARY VETERAN 1986 - 1993 DIRECTOR OF PROACTIVE SUPPORT SERVICE – ERICSSON INC. 2013 – 2016 Accountable for an automation-driven service focused on reducing network-impacting issues by real-time detection and resolution. Managed product development, roadmap, life cycle, service delivery and growth of the Proactive Support Service to major Wireless Carriers, Enterprise and Internal Customers. Competence domains involved; GSM, WCDMA, CDMA, LTE, Voice Core, Packet Core, OSS, IMS, VoLTE, BSS, RDS/DOT, Small Cell, Wi-Fi, NFV, Cloud / Virtualization, Multi-Vendor, Mobile Apps, Web Portals, Big Data and Predictive Analytics.

• Increased revenue to approximately $25M. Prime responsibility and accountability for service P&L to include pre-sales support, business analysis, business strategy and delivery.

• Defined scope of work, project goals / deliverables, project timeline, resource allocation and communication of project activities and status.

• Managed and developed a team of 30 senior engineers through education, coaching and continual evaluation of personnel development to achieve high performance.

• Responsible for the real-time network data collection server farm, data cleaning, and mediation.

• Partnered with big data analytics, IT platform consisting of Hadoop, Spark, Hive, SQL Server PDW, etc.

• Led the implementation of automated, compiled / encrypted use cases, web portal and mobile apps.

• Performed Scrum Master role, through development of new service capabilities using agile principles.

• Based on a strong business case, received $2.5M in R&D funding to conduct 2 Predictive Analytics based, Proof of Concepts projects successfully predicting and avoiding network service downtime.

• To remain competitive, initiated a transformation project adapting our existing service into a cloud / virtual based, analytics driven, license subscription, and hosted service SaaS delivery model. SERVICE DELIVERY DIRECTOR, CENTRALIZED OPS – ERICSSON INC. 2011 – 2013 Orchestrated strategic cross-functional process improvement and transformation programs for Region North America (RNAM), which focused on the operating procedures to meet delivery quality, cost and timeline targets. As the centralized Service Delivery Director, I trained over 100 distributed Service Delivery Managers (SDMs) on workflow and ensured global methodology best practices adherence and governance.

• Represented RNAM Service Delivery organization towards the global Product Development Units (PDU) to drive continuous improvement of both process and products based on regional performance metrics.

• Developed detailed specifications and project plans in conjunction with the team, ensuring that milestones are met and that end products meet customer needs / expectations.

• Proactively partnered with the Global Solutions Owners to review proposed new solutions and validated delivery models to ensure they can be delivered effectively or require refinement prior to release.

• Led the global “Service Delivery Manager Certification” program for North America. In preparation, I refined the standard operating procedures (SOP) and drove its implementation.

• Head of Lifecycle Management (LCM) developed detailed HW & SW reporting to enable smarter Core3

& SDP decisions, lowering risks of proposed products, proactively mitigating $2M in additional costs.

• Head of Vendor Management drove quarterly cost savings of $429K by implementing stronger vendor management controls.

SERVICE DELIVERY DIRECTOR – ERICSSON INC. 2009 – 2011 Utilizing my military experience I managed service contracts of U.S. Government Agencies, Department of Defense (DOD) and Local Government / Municipalities. Drove escalation management of critical issues 24x7 primary point of contact. Some customers included: DISA, United Nations, FISC, YPG, U.S. Navy, Iridium and Drug Enforcement Administration. Responsible to manage P&L of tens of Millions of dollars in service contracts revenue.

• Managed operational costs and took corrective actions that resulted in reducing operational costs, exceeding contract margins and exceeding financial objectives.

• Ensured customers maximize the value they have from their purchased solutions and services.

• As the customer advocate, I created many flexible processes to meet my customers demanding needs.

• Provided input to all customer service proposals, negotiations and awarded Add on Sales bonuses.

• Nominated to lead the global Service Delivery Manager Certification program for North America. In preparation, I collaborate with cross-organizational teams to rework processes to implementation.

• Provided consultative service to OCEUS, formerly Ericsson Federal Inc. (EFI), through the transition period enabling them to launch their Customer Support organization external to Ericsson. SERVICE DELIVERY DIRECTOR – ERICSSON INC. 2008 – 2009 Managed the Software Update Management service team of 40 (Managers & Engineers) as they preformed large-scale implementation projects deploying software maintenance updates and application system upgrades to North America’s customer base. Estimated services revenue managed $35M.

• Responsible for forecasting, planning and managing direct report team and budget.

• Accountability for services P&L and collaboration with sales for customer engagement, negotiating, consulting and service delivery contract renewals.

• Successful achievement of account objectives, including Revenue / Profitability, Quality Assurance, SLA achievement, specific account Key Performance Indicators (KPIs), and client satisfaction targets. SERVICE DELIVERY DIRECTOR – ERICSSON INC. 2007 – 2008 Directed a team of 18 (Managers & Engineers), overseeing the delivery of customer support services to assigned customers, as specified in each Service Level Agreements with P&L accountability. Monitored the financial performance of delivered services to ensure that intended cost levels are maintained while securing SLA fulfillment. Effectively partnered with sales, project management, order management, license management, call center management, vendor management, and global portfolio management to increase revenue, control costs, and maximize cash flow.

SERVICE DELIVERY MANAGER – ERICSSON INC. 2004 – 2007 Responsible for ensuring the quality and profitability of services delivered as specified in each Customer Support, Service Level Agreements (SLA) and resulting in high customer success, customer adoption and customer retention. As part of customer relationship management, I conducted meetings with clients and delivery teams including daily status updates, service level requirement reviews, continuous improvement initiatives, change requests and other ad hoc meetings. Acted as the customer’s single point of contact. TECHNICAL SUPPORT ENGINEER IV – ERICSSON INC. 2001 – 2004 As a member of the Regional Technical Assistance Center (RTAC), I provided 24x7 technical support / customer care services to T-Mobile’s wireless network. Handled customer trouble tickets to closure ensuring contracted obligations and commitments were met. PROJECT MANAGER III – ERICSSON INC. 2000 – 2001

Responsibilities include; Scope Definition, Risk Analyst, Budgetary Tasks, Timelines with Milestones and Tollgates, Quality reviews, Work Breakdown Structures, Presentations, Formal Documentation and punctual Timesheet Entry. Successfully project managed product launch of new software and new feature activations ensuring flawless execution.

SYSTEMS DEPLOYMENT ENGINEER III - ERICSSON INC. 1998 – 2000 Traveled to customer sites to preform 200+ Software and/or Hardware upgrades spanning across numerous North American customers.

SWITCH TESTER ENGINEER II - ERICSSON INC. 1996 – 1998 Participated within a dedicated team, testing 4 CMS 8800 Cellular Mobile telephone Services switches for the AT&T PCS Wireless project and integration of Radio Base Stations (RBS) across the Northeast. TELECOMMUNICATION TECHNICIAN – THOMPSON NETWORKS 1993 – 1996 Installed, programmed phone systems and computer networks within a large variety of applications. I trained and supported my customers, on-call, 24x7. SERGEANT – U.S. MARINE CORPS 1986 – 1993

A Veteran of Desert Shield and Desert Storm provided in theater communications, held Secret clearance responsible for handling of cryptographic communications equipment. Clearable. Education & Professional Development

• Service Delivery

Management Certification

• MIT - Tackling The

Challenges of Big Data

• SAP – Project Management

• SAP – Business Warehouse

• Kerzner Project

Management

Certification Program

• Microsoft Office Suite

• Agile Project Management

• Leadership Core

Curriculum

• Business Acumen

• The IoT Scenario – Gartner

• JIRA Project Management

• Incident Management

Trainings

• Tableau

• SOX Compliance Course

• Marine Corps

Communication-Electronics

School (MCCES)

• Building Executive Team

Relationships

• Conflict and Negotiation

Skills

• Talent Management

Development

• Micro-Strategy

Information Technology/Telecommunications

Baylor Scott & White Health Information Systems Manager_Telecom is responsible for developing, directing and improving IS operations and staff. Our Manager Information Systems manages a core functional team of IS professionals to deliver on run-the-business operations and projects, while monitoring performance and personal development. This role will assist respective IS Directors and/or leadership with understanding and implementing technical and process standards and supporting department budget planning and management.

Contact this candidate