Thomas A. Baker

214-***-**** **** Merribrook Lane, Allen, TX 75002 ac7xs2@r.postjobfree.com

Senior Level Executive

A proven Senior Manager & Client Executive offers a track record of success in establishing and supporting product development, business growth, and organizational restructuring efforts. Excels in implementing strategies that enhance overall performance, streamline operations, and create significant and sustainable impact to both top- and bottom lines. Global team and client management experience spans North America, Europe, Asia Pacific, and Latin America, with industry exposure in healthcare, financial services, insurance, banking, and manufacturing.

Core Strengths

Release Management - Operations Management – Team Building/Human Resources –– Customer Service -

Process Improvement, BPO, Service Desk/Call center management.

R&D – Strategic Planning – Policy Development & Implementation – Risk Management – P&L Oversight/Budgeting

Cost Controls – Account Management – Training & Development– Program/Project Management

Select Career Highlights

Increased Dell’s PC deployments 50% (from 10,000 to 15,000 per year) to the Dallas Independent School District through efficient management of vendors and support staff for both hardware and software options.

Directed a global team at Hewlett Packard in converting to new software operating platforms/environment for external clients, resulting in a 15% reduction in outages.

Leveraged Lean Six Sigma methodologies to streamline program office functions and increase automation, resulting group consolidations, resource reductions, productivity increases, and a 50% personnel re-skill effort.

Led transformational changes at EDS that created a more structured environment for corporate release management and drove a 25% reduction in time from development to deployment of corporate tools.

Professional Overview

Xerox, Atos, Conduent Irving, TX

Service Delivery Director – Retail/high tech/Communications Sectors (2015-to Present)

Oversee the day-today implementation and operational aspects, local and remote, of the client relationship.

Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities

Manage the requirements definition process and ensure that system specifications accurately reflect client requirements. This includes BPO organizations and processes.

Accountable for Various Release Management projects and transformational activities.

Dell Computers, Plano, TX

Client Executive – Public Sector (2011-2014)

Accountability for all client facing functions and services.

Managed budget creation, reconciliation, and oversight while directing equipment and software deployments for computers, printers, servers, and software; also, oversaw sales and client support on special projects.

Elevated efficiency and management of implementations and deployments 20% (from 3,000 to 3,600 per year) by streamlining activities at multiple client sites.

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Professional Overview continued…

Hewlett Packard, Plano, TX

Delivery Consultant – Software Deployments (2009-2011)

Increased operating system efficiency and integration processes through team building efforts and utilization of offshore/international personnel.

Managed integration testing, software deployment, due diligence and sales support, negotiations, and staff/vendor management on a global scale.

Electronic Data Systems (EDS), Plano, TX

Director Corporate Initiatives and Multi-Year Program (2007-2008)

Held accountability for implementing corporate initiatives worldwide, from development to implementation.

Initiated programs that effectively created an integrated environment for corporate software and hardware, increasing productivity 30% while lowering downtime.

Co-led a team of subject experts in creating and implementing global practices and standards; tracked implementation and compliance using dashboard reporting.

Introduced common processes and standards to cut downtime 60%.

Director Corporate Release Management (2005-2007)

Directed a multinational team in creating end-to-end linkage for release management in order to transform collection of client requirements to development and testing as well as implementation and user acceptance.

Introduced a process that facilitated an 18-month forward looking release road map process that allowed sales, development, and delivery organizations to project when and where new tools, feature upgrades, and inter-operational testing activities would be available on a global scale.

Director Client Implementation of Corporate Programs (2002-2005)

Recruited and mentored key personnel while overseeing the consolidation of several support operations into one primary unit, saving the company more than $1M per year. Here we transformed organizations to be more effective.

Owned accountability for implementing the pilot or Job 1 (alpha/beta clients) into the corporation’s multi-year plan which consisted of a new tool, processes, and support efforts for US and global clients.

Delivered user testing that reduced post-implementation errors 50%.

Due Diligence / Implementation Manager (1998-2002)

Directed merger and relocation of multi-site data centers into a unique single facility environment, yielding $53K in savings within one year and a projected two-year savings of $200K.

Education & Credentials

AS, Computer Programming – School of Computer Technology

Technical Skills: MS Project, MS Project Server, MS Office, formerly PMI certified

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