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IT Professional Services

Location:
Louisburg, NC
Posted:
October 18, 2018

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Resume:

PROFESSIONAL QUALIFICATIONS:

Versatile, dynamic business leader with over 25 years of experience driving sustainable, strategic growth in IT consulting, remote managed services, and professional service business units for Fortune 500 clients as well as major federal, state and local government accounts.

Inspirational, results-oriented IT director who repeatedly achieves professional services delivery goals through comprehensive, responsible project management style, paring expenses and wasted inefficiencies while improving customer satisfaction, quality, success rates, and employee engagement/retention.

Meticulous and collaborative client relationship success manager who produces meaningful working interactions and game-changing results by procuring and maintaining quality vendors, establishing innovative tactics, following through with best practices, and pushing the envelope in all aspects.

Engaging, resourceful role model who understands the value of empowerment and teamwork in order to remain productive and competitive, personally stepping in to provide support and advancement opportunities in order to yield strong, capable, dedicated, and interconnected employees.

RELEVANT SKILLS:

Strategic Planning and Execution

Program Management

Project Management

Business Development and Marketing

Professional Service Delivery

Product Development

Change Management

Managed Services

Vendor Management

Employee Satisfaction and Utilization

PROFESSIONAL QUALIFICATIONS:

Jumpgig, Raleigh, NC

Vice President Business Operations 1/2017– Present

Initial designer and architect of new online resource sharing platform for web startup. Resource sharing platform allows professional service providers to share underutilized resources with other service providers to improve profitability and avoid laying off valuable employees due to low workloads.

Source, vette and project manage 3rd party software developers to build new cloud platform using WordPress themes.

Create marketing campaigns focused at service providers and vendor service partners. Initial campaigns targeted over 30,000 Cisco and Microsoft partners in the USA.

Provide vendor management and licensing agreements for use in new platform for hosting and software.

Create business plan and operations roadmap for use as blueprint from initial startup to formal launch.

Network Data Systems, Schaumburg, IL

Vice President of Services 3/2008 – 12/2016

Increased professional services performance and profitability by establishing and implementing robust, service delivery operational tools and methodology using industry best practices and leading key performance indicators (KPI).

Created new services and technology strategy to increase sales, partnerships and business development with telecom provider partners including AT&T, Verizon and CenturyLink. New partnerships resulted in over $30M in new business including cloud, hosting and Internet of Things (IoT).

Achieved 6 year 30% continuous annual growth rate (CAGR) for managed services by creating and implementing short term (immediate impact) and long term (strategic) roadmaps for emerging technologies and service delivery.

Grew monthly recurring revenue (MRR) from $1200 per month to over $700k in 5 years with over 40% margin adding marquee customers and specific device management and support.

Vetted and implemented mobile device management (MDM) remote managed services platform to manage Apple IOS, Android and Windows mobile OS devices. The platform provides for real-time asset tracking, geo-fencing, remote lock and wipe, sandboxing and remote control.

Hired over 30 new managers, engineers and technicians to staff the 24 x 7 network operations center (NOC) to support customer demand and growth.

Program manager for dozens of internal and external worldwide projects that included datacenter build outs, new cloud platforms (Cisco HCS), enterprise IT assessments, workforce software development, custom ticketing system development, comprehensive companywide knowledge base development, customer and employee satisfaction tracking software, executive dashboards and infrastructure design and transformation.

Project manager for internal and external IT customers totaling over $25M in value. Projects included implementation of comprehensive asset tracking and inventory software, business assessments, datacenter re-engineering and migrations, lifecycle support software, infrastructure transformation using VMware, Citrix, Microsoft, Juniper, Cisco, and Checkpoint products.

Created comprehensive business continuity plans (BCP) and disaster recovery plans (DRP) to meet regulatory requirements and customer needs. The DRPs included detailed steps for semi-annual updates and testing scenarios and plans. Many DRPs and BCPs were audited by a 3rd party auditor every year for compliance, accuracy and effectiveness.

Achieved best in class customer and employee satisfaction by implementing different feedback systems including the NPS (Net Promoter Score) system using automated in-house developed software to send out surveys at milestone project points and close of a project.

Executed meetings and presentations to C level and executive level representatives at governmental and fortune 200 companies resulting in over $12M in new business.

Authored and delivered network assessments for infrastructure and mobility feasibility as an initial engagement to open new opportunities. Focused on risk analysis and mitigation strategies for different projects and services using heat maps and maturity models.

Created marketing documentation and interactive demonstrations for existing and new services and products. Marketing literature and demonstrations were successful with acquiring new customer contracts worth over $10M within 24 months.

Acted as subject matter expert (SME) on infrastructure, cloud and managed services for presentations to fortune 500 companies and governmental agencies resulting in over $21M in new revenue.

Created very successful proposals and statements of work (SOW) for large key account opportunities (minimum $500k each).

Created new, recurring global remote-managed service (RMS) line of business which resulted in over $6M annual recurring revenue with over 40% margins.

Formed internal software development team to design a user friendly purpose built ticketing system and knowledgebase with integration into the Solarwinds suite of products, Monolith event management and correlation software and other custom tools to manage voice, video and data networks.

Developed and implemented comprehensive change management processes and documentation to meet strict auditing requirements from vendor and client partners resulting in increased uptime and higher customer satisfaction. Chaired change management board for critical and emergency change requests.

Created and maintained Service Level Agreements (SLA) and Service Level Objectives (SLO) to meet contract compliance and regulatory requirements that included financial penalties.

Architected and delivered Network Data Systems private branded services, opening up significant new business opportunities and contracts with large telecom service providers, fortune 500 companies, federal, state and local governments.

oN-Compass: 24/7 global remote-managed services offering for Cisco, Juniper and Microsoft infrastructure security, voice, data and video devices.

oN-Power: Host and manage Cisco collaboration voice and video SaaS platform with customers around globe.

oN-Touch: 24/7 Global remote-managed wireless service and mobile device management (MDM).

Maintained existing and vetted new strategic vendor partners to provide additional alliances and abilities to our professional services portfolio such as Cisco, AT&T, CenturyLink, Verizon, Juniper, Microsoft, Citrix, Dell and VMware.

Responsible for over 150 engineers and consultants across the US including maintaining individual vendor certification status and industry certification renewals (PMP, ITIL, CISSP).

Director of Services / Regional Manager of East Coast Region 1/2003 – 3/2008

Responsibilities included profit and loss for the region, customer and employee satisfaction, service delivery excellence, customer and employee retention, new professional services innovation, business development and marketing, project management for large initiatives and human relations/talent management.

Designed and executed successful professional services outsourcing delivery model for financial institutions (banks and credit unions) resulting in over $12M in new revenue.

Responsible for project management of over $16M of projects for infrastructure transformation, datacenter migrations, enterprise security implementation, cloud platform development, LAN/WAN re-engineering, hosted voice, data and software development.

Architected and delivered infrastructure solutions to solve critical application latency issues for a credit union with branches in Europe and the eastern US coast using Citrix, VMware, Microsoft and Cisco products. The solution allowed the credit union to roll out financial services applications to all members in all branches in Europe and US. Application latency dropped from 92 seconds to 1.3 seconds allowing for new applications to be considered for better member support.

Promoted to Vice President of Services

Branch Technical Manager / IT Director 10/2000 – 1/2003

Achieved consecutive double digit revenue growth by Introducing strategic direction and leadership with creating statements of work and response to proposals.

Managed to keep average staff utilization of over 85% by creating and using key performance indicators for tracking.

100% attainment each year of over 65 annual reviews on time and within operating budgets resulting in 98% employee satisfaction.

Trained over 60 consultants and engineers at all branches on new service delivery methodology to ensure successful understanding of and follow through with business strategies.

Promoted to Director of Services/East Coast Regional Manager

Sprint Paranet, Raleigh, NC

Branch Technical Manager/Operations Services Manager 5/1998 – 10/2000

Provided technical and tactical leadership for the struggling branch to help manage and grow its business. Responsible for employee and client satisfaction, as well as project management using PMP training.

Re-engineered operational approach to become competitive in hot IT market, producing strategic roadmaps, mitigating issues with turnover, and restructuring service delivery to work in the most efficient and productive manner resulting in over $4M in new revenue with over 45% profitability.

Trained existing and new consultants and engineers in ways to enhance employee situational awareness, yielding 36% new revenue growth in existing accounts.

Grew FTE consultants and engineers from 16 to 68 (325% growth) in two years with less than 1% turnover rate in very competitive market.

Increased annual branch revenue from $3.2M to $15.3M (378% growth) in two years.

Employed client retention strategies, leading to retention rate of 92%.

Responsible for annual reviews, training, re-certifications and employee satisfaction for all 68 employees in the branch.

Responsible for customer success for Y2K projects and services by providing risk analysis, risk avoidance and risk mitigation strategies resulting in 100% success for all customers.

EDUCATION:

University of Akron, Akron, OH 1981

Bachelor of Science in Electronics Technology



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