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Field Service Manager

San Jose, California, United States
November 04, 2018

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408-***-**** (C) 408-***-**** (H)


A highly successful and accomplished technology leader with extensive experience in managing mission critical Cloud and On-premise Enterprise Applications, Global Delivery and Support, and Vendor Management. Visionary leader able to develop and execute IT strategies in alignment with corporate objectives. Expert in the design and delivery of cost-effective, high-performance technology solutions with a successful track record in delivering business value at global companies during all cycles of business, including high growth, M&A integration, and downturns. Demonstrated ability of building quick alignment, driving to decisions, influencing without positional power, and collaborating to producing improved outcomes.

Proven track record in building high performance teams to deliver results with a “maniacal focus” on the customer, on time and within budget. Skilled in influencing for results and in engagement with the business stakeholders to “sell” value of IT solutions, setting strategy and executing flawlessly to plan. Experienced in structuring and managing outsourced and geographically dispersed delivery and 24x7 support teams. A dynamic leader with a passion for people development, a track record of recruiting and retaining top talent and a demonstrated ability to effectively lead and work in a highly matrixed, global environment across Americas, EMEA, and APAC.

Over 10 years of management experience in FDA regulations and in ensuring SOX compliance using ITIL

Recommendation from the CFO of Anritsu, my most recent manager -

Areas Of Expertise

Mergers, Acquisition and Divestitures

IT Strategy & Governance

Portfolio & Program Management

Vendor Management

Global Strategic Sourcing

Contract Negotiations

Aligning IT with Business

IT & Business Transformation

Business Process Optimization

Financial Planning & Budgets

Security, SOX Audits & Compliance

Enterprise Architecture

Global IT 24x7 Operations

M&A - Systems Integration

Master Data Management

Applications Infrastructure

Cloud Based Solutions

Global Team Building

Business Domain Experience

Finance, Tax and Treasury, HCM

Sales, Mktg and Support


Financial Planning & Analysis


Supply Chain

Shipping & Distribution/Logistics


Legal & Compliance

Enterprise Content Management

Cloud based Infrastructure & applications


Oracle ERP R12, OIC,, SAP- ECC, CRM, MRS and BCM, QAD, Siebel CRM and Field Service, Eloqua,, Success Factors, Adaptive Insights, PeopleSoft HR, Trade Collaborator, Hyperion, Essbase, Web Analytics, E-Commerce, Kinaxsis, CyberSource, OBIEE, OBIA, BRIO, Informatica, Fusion Middleware., PMI methodology, MS-Excel/Word/PowerPoint/Access ITIL – Incident, Problem, Configuration, Change and Release Management. Familiarity with Sarbanes Oxley Audit Processes (SOX), iTAR, HIPAA, and FDA


CIO Professional Services LLC- Consultant May 2018- Present

IT Strategy, Process and Operations

Client : JUUL, San Francisco- Implementing IT Internal Controls, Governance and SOX readiness. Make the IT organization ready for a PWC audit working with the CISO.

NSIGHT Inc. – VP, Customer Success and Delivery (On Contract) March - May 2018

Hired to streamline and deliver major in-flight projects and enhance customer satisfaction. Back fill for the Founder/President while he was travelling.

ANRITSU COMPANY, Morgan Hill, CA June 2016- October 2017

IT Director

Recruited by the CFO to transform the IT organization to be a value add partner to the business. Gained the support of the executives to flawlessly implement several strategic projects and hire the right talent. Developed a 3 year roadmap to transform IT with SAP, SFDC and Power BI as the key IT platforms. Executed an 18 month interim strategy to enhance and stabilize the IT footprint.

Executed the upgrade of QAD ERP with zero impact to business operations

Implemented a fully integrated Quote to Cash solution which increased the order processing efficiency by 28 %

Implemented the AvaTax Cloud solution for Sales Tax administration and exemption certificate management resulting in one FTE reduction of manual effort for the Tax Group

Championed for and implemented Adaptive Insights, in the Cloud, for FP&A

Established Business Intelligence capability with a Power BI Analytics Dashboard for executive financial reporting

Structured and ran a Steering Committee with senior executives to prioritize and approve IT projects

Structured a PMO with defined methodology, templates and regimen of rigorous review of in-flight projects

Established an effective and responsive support operation leveraging outsourced vendors

Achieved a gain of 26% in customer satisfaction to 96% favorable- a first in the history of the organization

Hired PMs, BI Analytics Analyst to raise the skill level of the team

Established a Master Data Management (MDM) framework with policies and procedures

Impleneted Adaptive Insights for FP&A in the cloud

KEYSIGHT TECHNOLOGIES –Santa Clara, CA August 2014- June 2016

IT Transformation Leader

Recruited to lead the transformation of enterprise IT applications to the Cloud/ SaaS from on premise for Keysight Technologies, the $ 3B spin off of the electronic test business from Agilent Technologies. Developed a multi-year roadmap and gained executive sponsorship and funding to execute. As Phase 1, led the global implementation of SAP Success Factors full suite in the cloud for HCM. This is the 1st ever full suite, big bang implementation of Success Factors in the cloud. Selected and implemented OKTA in the cloud for authentication.

AGILENT TECHNOLOGIES, INC. – Santa Clara, CA April 2001 to August 2014

Established an accomplishments-driven career highlighted by rapid acceleration to highly visible positions necessitating increasing demands in this $7 billion, 20,000 employee, premier measurement and life sciences company.

Integrating Director -Enterprise Applications Dec 2010 to August 2014

Applications: Oracle ERP, Oracle OIC,SAP ECC, CRM and BCM, Siebel, CRM and Field Service, External Web,/e-Commerce BI Analytics, Concur in the Cloud, Informatica and Data Warehousing

Charged with executing end-to-end endeavors for business engagement, enhancement and 24x7 global operational support, compliance and over $20 million in annual operating budget. Actively managed a professional team of over 25 members spread across the globe, including two 1st level managers and over 125 indirect staff from outsourced IT partners (HCL, TCS, Cognizant, Oracle etc.). Consistently exceeded SLAs for operational excellence. Managed several large scale MA&D initiatives

Partnered with business leaders and cross IT teams to identify and prioritize business requirements in order to successfully deliver a multi-year roadmap for Oracle ERP, Siebel CRM and Field Service, OIC, IDM, Enterprise BI and Web

Successfully upgraded to Oracle R12 .

Led the implantation of the OIC module for Incentive Compensation.

Re-engineered the GL MEC/QEC process in Oracle R12 to achieve a 2 day close cycle.

Successfully implemented Kinaxsis Rapid Response

Implemented an e-Commerce Oracle ATG engine integrated with Cyber Source

Piloted the transition to support of major Siebel CRM global upgrade, Informatica to Oracle Fusion Middleware migration, complex enterprise BI solutions, Enterprise Web deployments and systems integration of a $1.5B acquisition

Managed a Global supplier consolidation and transition from RFP to stabilization for major Enterprise Applications support that resulted in yearly savings of $6M and improved SLAs and extended coverage (24*7, 365 days/yr)

Significantly improved performance and reliability to 100% upon execution of Data Center migration in an IT Applications owner role and effective migration of the Global IT applications to a new state of art data center

Enhanced incident/problem management, outage management and user communication

Implemented cutting edge performance/availability monitoring tools like SAP BCM to proactively manage potential issues

Consistently exceeded company goals and parameters in terms of leadership audit

Integrating Manager-Corporate Applications –HR/ HCM, Finance Trade, Quality& WPS Jan 2008 to Dec 2010

Managed a team of 15 professionals and approximately 90 vendor resources in end to end solution development, deployment and support of all Corp IT applications

Key Contributions

Successful upgrade of PeopleSoft

Championed for, gained sponsorship and implemented an OBIEE based HR Decision Support Analytics global platform that provided self service capabilities for executives and managers

Achieved status as a “trusted advisor” by cultivating working relationships with influential stakeholders in corporate functions, productively gaining their alignment to execute a major transformation initiative that replaced legacy apps with industry standard SaaS/ Cloud solutions and attained over $2M in annual operating savings

Delivered ATLAS, a $2M German export compliance solution on time, within budget and at the highest levels of customer satisfaction of all IT Tier 1 projects (4.8 on a scale of 1 to 5)

Deployed Concur in the Cloud for employee expense reporting worldwide

Implemented a new electronic invoicing solution in accordance with stated Mexico regulations. Migrated local Brazil applications to the Agilent enterprise platforms (Oracle ERP; Concur)

Attained exceptional operational results, delivering GREEN dashboard status in all twelve months of the first year after assuming leadership, a first in the history of this organization

CRM and Field Service IT Solutions Delivery Manager – Siebel CRM and Field Service July 2002 to 2007

Managed the vendor (Deloitte Consulting) through the multi-million dollar, multi year program to implement Siebel in the call centers and for Field Service worldwide.

Tackled the challenge of end-to-end solution enhancement and support for the Siebel platform post implementation

Led the consolidation of six distributed instances to a single global instance that resulted in a $3M annual savings while simultaneously achieving and exceeding performance expectations of the business

Infrastructure Service Manager for the Health Care Solutions Group Apr 2001 to Jul 2002

Structured and managed a virtual global team for file shares and print, including directives for SLA performance management and review

SUPPORT.COM (now SupportSoft; founded by Mark Pincus and IPO in 2000) Nov 1999 to Apr 2001

Director, Customer Success and Product Support

Established and managed a customer success and product support organization for corporate customers, OEM and channel partners, and broadband customers from the early pre-IPO stage to over 100 blue chip customers (GE, IBM, Accenture, Sony, Toshiba, Bear Sterns, etc.).

Partnered with sales and professional services in ensuring successful rollouts at strategic corporate Accounts like GE, Bear Sterns etc.

Hired, mentored and trained 25 technical support engineers, and an escalation manager

Instituted the support infrastructure with call management and web based customer self service tools

Designed and implemented the certification program for corporate customers and channel partners

Presided over the P&L for the support and training revenue centers (achieved the $2M + per quarter target)

Proactively managed the pricing of maintenance and support offerings by working in conjunction with Sales

Established a cost effective support model in Europe and Asia utilizing channel partners and resellers


Progressive roles culminating as Solutions Delivery Manager leading the 1st ever global implementation of Vantive for Field Service Management


University of Georgia - Athens, GA

M.S. in Statistics with coursework in Computer Science

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