Project Manager Customer Service

Charles Wood

Leader and manager bringing business value

accqt1@r.postjobfree.com

Summary

Analytical problem solver and solid “hands on” team leader accomplished in generating profitable results and

follow-on orders. Demonstrated history in improving organizational performance. Consistently requested to

salvage troubled accounts and programs. Broad and deep experience in delivering solutions to government,

international and corporate clients. Performance proven “certification” expertise includes at a minimum

program management, project management, sales support, proposal development, contracting, quality

assurance, vendor management, documentation, and customer service. Experience also includes supervising

system engineering, software and hardware development, configuration management, adherence to FAR/DFAR,

inventory control of GFP/GFE, and safety. Skilled in fiscal management including P&L responsibilities with a

broad knowledge of generally accepted accounting principles for improved revenue recognition, cash capture,

and contract accounting. Possesses significant leadership skills for inspiring teams and improving organizations

through continued personnel development and project management. Keen ability to map experience and skill

sets to organizational processes via self-learning. Intangible skills for increasing customer satisfaction and

company business metrics include anticipating the needs of customers, supervisors, co-workers, and employees

and providing them input, taking corrective risk mitigation action in advance, and leading or facilitating

achieving goals and objectives.

Specialties: Operational Leadership and Management, Program Management, Project Management,

Telecommunication Systems Management, Surface Warfare (Combat Systems, Ship Propulsion, HVAC),

Proposal Preparation, Contract Preparation and Negotiation, Vendor Management, Managing Ship Repair

Availabilities, Recruitment and Retention, Customer Relationship Management, Customer Service and Support,

Employee Relations, P&L Management, Active High Level Clearance, ISO 9001:2008.

Experience

Senior Program Manager at Nakuuruq Solutions, LLC

July 2009 - October 2013 (4 years 4 months)

Moved into business development by General Manager in view of a need to make improvements in capturing

new business coupled with having superbly led, managed, and mentored employees on the C-5 MTD

government contract allowing them to assume the contract program management functions without impacting

the customer. Retained previous responsibilities that include project deliveries other than the C-5 MTD

contract; quality officer leading to the company attaining ISO 9001:2008 certification, and safety officer. In

performing project management delivery responsibilities a customer wrote in part to supervisor: “…It is

refreshing to work with someone who understands project management and can evaluate and track program

risks. There have been many obstacles in this project and he is able to identify them and help to find a

workaround to get the project completed. My opinion of Nakuuruq has dramatically increased since he joined

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the program…”

From October 2009 to April 2012 successfully performed as Principal Contract Logistics Support (CLS)

Program Manager for the Operations, Maintenance, and Sustainment of the C-5 Maintenance and Aircrew

Training Systems. Personnel located at Travis AFB, Dover AFB, and Tulsa, OK.

Prior to October 2009 led and managed Vessel Response Plans (VRP) group consisting of 23 personnel in

support of USCG.

Vice President, Customer Care at ACE*COMM Corporation

December 1996 - January 2009 (12 years 2 months)

Operational Manager responsible for over 75% of company revenue. Led, staffed and managed three

international business units offering different products.

• Directed Program Management, Project Management, Documentation, Training, Installation, Test and

Customer Service for delivery of all company products and services to domestic, state and federal

government, and international customers.

• Oversaw fifteen direct reports and over forty other staff located in U.S., Canada, U.K., Australia, and

Turkey.

• Developed sales leads and prepared proposals and contracts using knowledge of local, state, and federal

government contracting including FAR.

• Successfully led and managed deliveries of products and projects from $300K to $2M+.

• Continuously achieved projected revenue, bookings and contribution margin goals for business units in

accordance with GAAP.

• Recognized by company President for making significant improvements in software development and

configuration deliveries, resulting in highly improved customer relations.

• Provided pertinent information in support of company efforts leading to successful acquisition of the

Company.

• Served as Project Manager to major customers including Motorola, Cisco, Sprint/Nextel, and Alcatel.

• Passed ISO audits and represented the CEO during the audits.

• Improved operational effectiveness while absorbing budget reductions.

• Successfully completed delivery to government agencies such as the State of Nevada.

Managed Program Management functions and increased revenue and cash capture for OSS business unit.

• Served as Project Manager for large, key customers. Controlled all aspects of contract performance,

deliverables, schedules, and costs.

• Increased quarterly revenue recognition on projects overall by 5%, including proposing and closing

additional sales to existing customers.

6 recommendations available upon request

Director, Program Management at Mitel

1995 - 1996 (1 year)

Hired and supervised two project managers, two Customer Support Specialists, and one Administrative

Assistant. Directly responsible for coordinating and leading the installation of equipment products and

services supporting customer Computer and Telephony Integration (CTI) – the convergence of voice and date

- and call center requirements. Established sub-contractor agreements to install and service equipment where

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direct channels not located. Directly involved in supporting pre-sales efforts (RFP responses); leading and

directing installation and cutover effort; and resolving service issues that arose after installation. Position

required that supervision of install teams and Project Office members be done on site or remotely due to

office being responsible for supporting sales throughout North America. Working knowledge of and

experience on CTI architecture (PBX, Telephony Server, ISDN node, Telco carrier services, LAN

interconnection, etc.) gained.

Surface Warfare Officer with Telecommunication Systems Subspecialty at Navy

June 1972 - July 1995 (23 years 2 months)

Commanding Officer of Naval Communications Unit, London leading 235 military and civilian personnel

was most significant tour. Progressively promoted. Served honorably in all sea assignments including

Missile Officer, Anti-Submarine Warfare Officer, Damage Control Assistant, Weapons Officer, Chief

Engineer Officer, and Executive Officer as well as Communications Staff Officer shore assignments. Held

various high level clearances.

• Received Type Commanders Retention Award for having best re-enlistment rate among communication

units of similar size.

• Received two Meritorious Commendation Medals with one award citing ability to absorb budget reduction

and simultaneously improve organization effectiveness and customer satisfaction.

• Developed revised procedure for message traffic handling that was implemented by the Navy.

Courses

Independent Coursework

AMS Executive Leadership

PMI Boot Camp

AMS Sales Management

Skills & Expertise

Program Management

Vendor Management

Customer Relations

P&L Management

Customer Service

Employee Relations

Proposal Preparation

Problem Solving

Security Clearance

Process Improvement

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Telecommunications

Operations Management

Project Planning

Change Management

Business Process Improvement

PMO

Team Management

Operation

Vendor Relations

Business Development

Budgets

Proposal Writing

Product Management

CRM

Leadership

Software Documentation

Analysis

Training

Enterprise Software

MS Project

Government

Integration

Testing

Contract Management

Software Development

Military

Government Contracting

Security

PMP

DoD

Requirements Analysis

Cross-functional Team Leadership

Project Management

Systems Engineering

Management

Business Analysis

Software Project Management

Defense

Team Building

IT Strategy

Education

United States Naval Academy

BSc, Naval Science (Financial Management), 1968 - 1972

Naval Postgraduate School

MSc, Telecommunication Systems Management

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Honors and Awards

Defense Meritorious Service Medal

Two (2) Meritorious Commendation Medals

Combat Action Ribbon

Interests

leadership, management, mentoring, improving organization/unit/personnel effectiveness

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Charles Wood

Leader and manager bringing business value

accqt1@r.postjobfree.com

6 people have recommended Charles

"Charles Wood in short "chuck" is a professional who knows how to manage and motivate a team. He is very

practical in decision making and very open to new ideas. He is a goal oriented person but very careful with

details along the way. He is a reliable person both at work and outside work. He nurtures knowledge and

know-how and shares it among his team. He merits achievements and acknowledges handwork, be it big or

small. He respects every thought and stands by his or his team’s decisions. He is very charming and

supportive both at work and outside work. He listens, he understands, he elaborates, he asks “just” the right

questions,he always allocates time to walk through plans, critical paths and alternatives. I really enjoyed

working with him, he is a great value to my life and career. I look forward to working with him again."

Hamadi Malumbo, Project Manager - Turkey and North Africa, ACE*COMM, reported to Charles at

ACE*COMM Corporation

"I am very pleased to recommend Chuck Wood. Chuck is a dedicated professional executive committed to

delivering superior products and services to his customers. Throughout his tenure at ACE*COMM, he

consistently demonstrated an ability to expand on a well developed skill set and lead groups confronted with a

variety changing business environments. His responsibilities spanned operations on five continents, for both

government and commercial customers and included some of the largest telecommunications operators and

prime contractors in the world. He brings a strong array of talents to any organization he joins."

George Jimenez, CEO and Executive Chairman, ACE*COMM, managed Charles at ACE*COMM

Corporation

"Chuck Wood is a solid citizen and is a archetypical leader. You can depend on Chuck to always get the job

done with integrity and dependability. His strengths make him an ideal candidate to be a SVP of Operations

or COO."

Jim Greenwell, President and CEO, Acecomm, managed Charles indirectly at ACE*COMM Corporation

"Charles Wood is an absolute pleasure to work with. He consistently says what he is going to do and does

what he said he would do. He is a 100% professional manager, who consistently exceeds expectations.

Furthermore, Charles is a person of character and a master of the fine are of combining the detailed and the

70,000 feet view. I hope to continue to work with Charles in the future!"

Per Aagaard Jacobsen, SVP, General Manager, and Managing Director (EMEA), ACE*COMM

Corporation, managed Charles at ACE*COMM Corporation

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"“I had the pleasure of working with Charles at ACE*COMM. Charles is a proven performer, who

consistently exceeds expectations. Charles is also a fine individual and a pleasure to work with. I recommend

him without reservation. He would be an outstanding asset to any organization.”"

John Bennett, President, ACE*COMM, managed Charles at ACE*COMM Corporation

"I had the pleasure of reporting to Charles during my time as a Program Manager at ACE*COMM. Charles'

business and technical insights, combined with his steady hand and good counsel, made him a go-to guy for

people throughout the company. His ability to transition smoothly from the macro-level to the micro-level

helped us spot opportunities and avoid glitches, so that we could successfully deliver enterprise

telecommunication solutions time and again. Charles was the best mentor I have ever had. Working with him,

I learned many valuable lessons and gained many insights that have served me well ever since."

Heather Hawley, Program Manager, AceComm, reported to Charles at ACE*COMM Corporation

Contact Charles on LinkedIn

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