Phone: 919-***-**** ? E-mail: firstname.lastname@example.org
Energetic Results-driven Global Services Executive, leveraging 25+ years of
demonstrated effectiveness in improving the customer experience ?
Passionate transformational leader, leveraging world-class standards to
deliver a successful customer/partner experience ? Articulate communicator,
building rapport, collaboration, teamwork, trust, and integrity with
internal/external stakeholders ? Charismatic leader, building and managing
peak-performance domestic and international teams ? Top performer who
thrives in critically high-demand, high-expectation environments ? C-Sat
improvement, achieving customer experience excellence, exceeding
expectations ? Active holder of Top Secret high-level compartmentalized
security clearance with the US Government ? Enterprise change agent,
creating success-oriented, results-focused cultures where the right people
and leadership make the difference ? "Real live" international experience
P&L General Management ? Revenue generation/margin improvement ? ISO, Six
Sigma, and ITIL methodologies and framework ? Agile/Lean product lifecycle
process re-engineering ? Highly profitable, cost effective, and productive
organizations ? Global implementations ? Cross-functional hardware/software
team management and collaboration ? Strategic account management ?
BPO/vendor management ? Committed to employee satisfaction and retention
through work/life balance ? Passionate about leadership by example,
modeling personnel including coaching/mentoring junior Executives and
corporate accountability ? Exceptional follow through and detail
orientation ? Benchmarking/key performance metrics ? Customer acquisition,
retention, and loyalty programs ? Account management, field service
operations, and value added service/solution support center ? Contract
negotiations and execution ? Knowledge management/support ops planning and
readiness ? Merger and Acquisition integration and assimilation ?
Consistent record of achieving the unexpected
NetApp, Inc. Raleigh, NC/Sunnyvale, CA
A $6.3B provider of data storage archiving and backup systems.
Vice President, Worldwide Technical Support - Nov/2010 - Apr/2013
Reported to Senior Vice President, Global Services. Globally responsible
for customer/partner experience with 12 global support and escalation
centers providing 24/365-problem resolution. Portfolio of clients
represents $3.6B in annual maintenance revenue. Position required 24/365
availability for critical situations management.
o $125MM operational budget responsibility; improved overall operating
expense by $1.3MM YOY.
o Managed 8 direct and 1025 indirect reports, utilizing Convergys, JTP
(Japan) and Yudatek (China).
o Outsourced lower level tasks, improving efficiency by 50%, saving
$12.2MM annually in costs.
o International experience included LATAM, Japan, China, Australia,
Germany, Holland, and the UK.
o Marquee clients included Verizon, Yahoo, Apple, ADP, Chevron, AMD,
Facebook, Google, Microsoft, Oracle, SAP, Bank of America, Wells
Fargo, US Government, and multiple Fortune 2000 clients.
o Improved overall transactional C-Sat scores from 63% to 70% in 24
o Implemented customer-centric holistic problem resolution, improving
first-case resolution by 35% and reducing operational costs by 15%.
o Successful integration of LSI Storage support into the NetApp family
o Implemented global employee council to improve E-Sat scores,
establishing baseline; work in progress.
o Implemented NTAP certification program with Wake Technical College and
Wichita State College, sourcing top technical students within NetApp
Support, IT, and Engineering.
Symantec (VERITAS) Corporation (2002 - 2010) Orlando, FL/Green Park,
UK/Mt. View, CA
A $6.9B network security software provider to consumers/businesses,
including virus protection, intrusion detection, remote management, backup,
vaulting, clustering, and storage.
Vice President, Global Escalation Management - Sep/2007 - Oct/2010
Reported to Vice President of Enterprise Support Services & CEO.
Developed/directed Global Escalation Crisis Team utilizing escalation
ecosystem, structured framework and processes - with matrix-driven cross-
functional internal collaboration and external multi-vendor environment.
Developed and executed actionable crisis-recovery plans with 24/365
availability, achieving 100% referenceable mutual customer satisfaction.
o Protected $2.5B in deferred maintenance revenue with $300MM operating
o Managed 8 direct-report collaborative senior directors, solving post-
sale risk issues for customers.
o Marquee vendors/partners included Microsoft, Oracle, SAP, Dell, IBM,
Unisys, Hitachi, and Fujitsu.
o Marquee clients included Verizon, Apple, Chevron, AMD, Facebook,
Google, Microsoft, Oracle, SAP, Bank of America, Wells Fargo, Intel,
US Government, Foreign Governments, and Fortune 2000 clients.
o Saved 50 to 75 critical situations monthly, delivering total
satisfaction and client retention.
Vice President, Enterprise Support EMEA/India - Sep/2004 - Dec/2007
Reported to Senior Vice President, Global Support. Provided 24/365
critical issue management. Prior to Jul/2005 Veritas/Symantec merger,
managed 150 global FTEs in support planning, training, and crisis readiness
teams; post merger, managed EMEA/India support team (900 technical
engineers in 6 global support centers).
o $210MM operating budget, protecting ~$1.9B in deferred revenue in
o Managed 10 direct reports and 1,000+ indirect-report support
engineers, planners, trainers, and lab personnel across 6 solution
centers in England, Ireland, Germany, France, Israel, and India.
o Clients (in UK, US, and EMEA) included Orange, Vodaphone, Air France,
Renault, Amadeus, Lufthansa, UK Health and Human Services, HSBC,
Verizon, Apple, Chevron, AMD, Microsoft, Oracle, SAP, and Intel.
o Assimilated Symantec, Precise, and VERITAS employees (1,150 FTEs) into
cohesive, productive team.
Vice President, Americas Technical Support - Jan/2002 - Sep/2004
Reported to Senior Vice President, Technical Support. Managed technical
support team across 5 global support centers (550 technical engineers).
Portfolio of clients generated $1.9MM in annual maintenance revenue.
o $100MM operating budget; managed 5 direct reports and 545 indirect-
report support engineers in US (CA, FL, MA, MN) and Tel Aviv, Israel
in follow-the-sun global support network.
o Managed client relationship for VOS (VERITAS/Oracle and SUN)
collaboration center, achieving trusted advisor status and attaining
90%-100% customer account renewal rate and 98% partner renewal rate.
o Created global services release process, leveraging product lifecycle
Lean/Agile methodology, improving reliability, availability, and
supportability, reducing support costs by 22% ($1,250/case) as
measured by price of non-conformance Crosby quality process, saving
o Improved transactional C-Sat scores from inception to 88% over 2-year
o Implemented efficiency metrics, reducing time to restore to operating
status from 13.2 days to <24 hours.
o Upgraded training, processes, and technology, delivering 93%
maintenance revenue contribution margin.
VerticalNet.com, LLC (now VertMarkets) Horsham, PA
Pioneering B2B media company creating personalized business connections
between global business and community leaders
Chief Customer Advocate/Executive Vice President - Feb/2000 - Sep/2001
Reported to the Founder and CEO. Total oversight of global operations,
including developing, launching, and maintaining Internet presence referred
to as "Store Fronts." Responsible for commerce, content, context,
communication, and compliance as measured by "clicks" and analytics for
each commercial web site.
o Grew B2B space from 65 online properties to 80 revenue-generating
properties with Microsoft B2B/B2C partner agreement, driving stock
price from $90/share to $250/share in 6 weeks.
o Grew headcount from 10 client service agents to 265 within 6 months.
o Developed VERT hubs in Japan, Israel, and South Africa through
Microsoft partnerships, creating global e-Commerce.
o Member Board of Directors - South Africa and Japan
SAP AG Philadelphia, PA/Waldorf, Germany
A $21.4B provider of Enterprise Resource Planning (ERP) software used to
integrate back-office functions.
Senior Vice President, Customer Support Services - Nov/1996 - Feb/2000
Reported to the Board of Directors' Services Director in Germany.
Accountable for managing multi-country post-implementation technical
support, remote consulting, PS collaboration, and remote migration services
for the SAP R2 and R3 application software and products in the Americas and
o $1.25B revenue base accountability with $250MM remote
consulting/migration services; managed CM in excess of 65% with 85%
o Executive Sponsor and Advocate of ASUG (User Group) - 18,000
o Managed 5 (direct-report) VPs and 1,978 indirect-report support and
services consultants across 7 countries (US, Canada, Mexico, Brazil,
Venezuela, Argentina, and Australia).
o Grew headcount from 750-FTE support consultants to 1,978 highly
skilled support/services FTEs.
o Marquee clients included Exxon/Mobil, Whirlpool, Hershey, Armco,
Intel, Apple, GE, Chevron, Boeing, Lockheed Martin, and 49% of
o Managed colleagues in LATAM and Australia, and worked with peers in
Germany, Japan and Singapore
o Achieved ISO 9002 certification in 8 months, reducing clients' TCO by
20% through process improvement.
o Executed customer-centric programs, improving C-Sat scores from 52% to
83% over 3-year period.
o Expanded service offerings to VARs, generating 36% ($120MM) in
additional annual revenue.
o Increased consultant utilization 90%+, reducing "bench" time and
increasing revenue $80MM in 12 months.
o Created "Angel" program to get SAP projects done on time and on
PRIOR POSITIONS HELD
AT&T Global Information Senior Director, Nov/1990 -
Solutions (Teradata/NCR) Business Critical Support Nov/1996
DEVRY Technical Institute, New Jersey
Associates Degree in Electronic Technology
STRAYER COLLEGE, Washington, DC
Coursework toward Bachelor of Science, Business Administration
UNIVERSITY OF CINCINNATI, OHIO, Cincinnati, OH
Coursework toward Bachelor of Arts, Marketing
Professional Development, Notables
o Certifications achieved:
. Crosby Quality College, Boca Raton, FL, Certified QES Trainer
. ITIL Awareness, London UK, Certificate of Completion
. Six Sigma - Green Belt, Philadelphia, PA, Certificate of
. ISO 9000/2000 - Waldorf, Germany, Certificate of Completion
. HIPPA Awareness - Raleigh, North Carolina, Certificate of
o Professional development:
. Executive Development Courses with American Management
. Developing Executive Stature Course with the Conference Board
. SAP Executive Development Course with the Center for Creative
. Symantec Executive Leadership Course with Zenger/Folkman
. AT&T Executive MBA Mini-Course, AT&T School of Business
o Technical proficiencies include Microsoft Word, Excel, PowerPoint,
Outlook, and Project
o Government clearances (active):
. Top Secret (TS)
. Sensitive Compartmented Information (SCI)
. Public Key Infrastructure (PKI)
. Talent Keyhole (TK), with Lifestyle Poly
. International Who's Who of Professionals, 1999 and 2000?
. Who's Who Among Rising Young Executives 1991
o Professional associations:
. President's Council on Cyber Awareness Committee (2006-2007),
. TSANET Board of Trustees (2002-2005), member and secretary
. TSIA Service Advisory Board (2010-2013), member
. AMA TIMM Council (2006-2010), member
. Meteor Founders Committee (2002-2003), member
. The Conference Board (1998-2000), member (executive management
development in NYC)
. Association of Field Service Management International (Since
o Habitat for Humanity, volunteer
o Speak fluent English and conversational/written German
o Willing to consider domestic or international relocation
o Business travel tolerance up to 90%
o US citizen, willing to travel internationally, holding current