Sales Customer Service

Timothy Smith

Lostant, IL ***@*****.*** 617-***-****

US Citizen -- Relocating to Portland

Professional Summary

I have 14+ years’ experience leading my own enterprise in designing, developing and

delivering accelerated IT training solutions to Fortune 1000 companies directly and through

other training companies and universities. I have spent the last two years as general

manager of a medium-sized cable television and internet provider where I applied my

management, customer service, team building and mentoring skills.

Experience

H.I. CableVision (2012-2014) http://www.hihart.net

H.I. Cable Vision is a wireless internet service provider covering an area of 3000 square

miles along with providing cable television and cable internet to three cities.

My role: I was General Manager and also acted as both Senior Network Engineer and

Network Architect. My efforts resulted in a 75% reduction in operating costs. This was

achieved by managing vendor relationships, implementing hardware controls and servicing

partner agreements. I redesigned the network adding automated monitoring and issue

escalation resulting in significantly improved uptime. I managed, developed and mentored

a team of five network engineers and field operations personnel. I worked with a team of

managers at our parent company (wire harness manufacturer) regarding resource allocation

and priorities between business units and ISO 9001 compliance.

Skills employed: Program and Project Management, FCC Compliance, Content-Provider

Licensing, Training and Resource Planning, Troubleshooting and Optimization, Budgeting

and Growth Projection, Incident Escalation and Resolution, Sales and Vendor/Partner

Agreement Negotiation and Represented H.I. Cablevision at Industry Functions.

Technologies used: OSTicket, Cisco IOS, VMWare, RADIUS, Service Desk, Command

Line TCP tools, Microtik, Ubiquity, Cambium/Canopy, SSL, TCPIP, DNS, Microsoft LDAP,

PRTG SNMP Manager/Monitor, Apache, Linux, MySQL RDBMS, Rackspace, SAAS, CNUT

Remote Network Management, PHP, HTML5, CSS3, JavaScript, Adobe Creative Suite, MS

Office Suite, Computer Aided Continuity Testing (Cirris), Fat Pipe

American Interactive (1998-2012) http://www.americaninteractive.com

American Interactive provided internally developed accelerated certification courseware and

training in the field of network engineering to such entities as: government agencies,

training companies, Fortune 1000 businesses, and individuals globally.

My role: As the owner and founder I started American Interactive as a one-person

operation and grew it into a highly profitable business that employed a team of 5 specialized

trainers and support staff. I scaled the business by mentoring trainers and content creators.

I managed vendor relations and ensured that all certification programs were current. I

marketed the business and managed a sales pipeline of new and existing clients. I opened

training centers in Boston and Phoenix. I oversaw the purchase and logistics of equipment.

I architected and rolled out our suite of distance learning and online mentoring applications.

I was the point of contact for all sales and contract negotiation. I managed all tax, legal and

accounting functions.

Skills employed: Strategic Vision, Sales and Marketing, Program and Project Management,

Training and Resource Planning, Logistics, Budgeting and Growth Projection, Business

Relationship Management, Courseware Development, Curriculum Design and Training

Effectiveness Metrics

Key engagements:

A.I. Enterprise Training Solutions 2005-2012

Delivered custom designed accelerated network engineering training directly to corporations

at our two physical locations (Boston & Phoenix) as well as on-site (Japan, Malaysia, US

and Canada). Mentored and supported trainers, service package design and pricing

models, marketing, online forum design and implementation, sales lead generation and

closing of all sales. More than $1M in revenue closed annually with no supporting sales

staff. American Interactive served such clients as: US Military, Federal Reserve Bank

(Boston) and Wells Fargo with a 90% customer retention and referral rate and 95%+

certification exam passing rate.

AGFA (MCSA, MCSE, CCNA, CCNP, Custom Training) 2005-2012

Provided vendor-specific certification training for their field service engineers’ onsite with the

goal of improving their troubleshooting skills. We designed a custom online forum where

engineers could report problems in the field that were then condensed into a custom course

and delivered to engineers to improve their proficiency on the job.

Boston University Corporate Education Center and New Horizons Boston 2000-2005

(MCSA, MCSE, CCNA, CCNP course provider)

Delivered both Microsoft and Cisco accelerated certification training programs. Provided all

courseware which was constantly upgraded to reflect the quickly changing certification

tracks. Provided the trainers, including myself. I mentored and trained all trainers.

Designed, implemented and maintained online pre-classroom mentoring system. Trained

sales staff and provided sales support for closing large clients. Most successful technology

program for BUCEC during our tenure.

General Dynamics 2000 (Cisco Train the Trainer)

American Interactive was subcontracted by General Dynamics to train their personnel

establishing a Cisco Academy for the US Military. American Interactive delivered train the

trainer courses to General Dynamics.

PPI Canada, PPI US, Calian 1999 (MCSE custom course provider)

Through these training providers I provided the courseware and training for several large

contracts including Fujitsu and its consulting divisions Amdahl/DMR. Delivered in the US

and Canada onsite with over 90% pass rate. Clients were able to meet the number of

certified individuals for compliance with their Microsoft Gold Partner agreements.

Wave Technologies International (1997-1998)

Wave Technologies was a provider of training and courseware which operated in the US,

Europe and Asia.

My role: I was a National Technical Trainer, Certification Expert and Content Developer. I

developed content, trained the trainers and delivered ILT for the Microsoft Certified Systems

Engineer accelerated certification track. I handled high profile B2B partnerships and VIP

accounts which enabled Wave to scale the program to a global audience. This was the most

successful program in company’s history.

Education and Certifications:

Windows Administration Boston University Corporate Education Center 1997

Advanced Automotive technology AAS (2 year program) Graduated 1996

ITIL V3 Foundations (expected completion of ITIL - Expert, Oct/2014)

Security+

Network+

Past relevant certifications: Microsoft Certified Professional, Microsoft Certified Systems

Engineer, Microsoft Certified Systems Engineer+Internet, Cisco Certified Network

Associate, Microsoft Certified Trainer, Certified Cisco Systems Instructor

References:

Furnished upon request.

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