Customer Service Manager

[pic] SSN:**** www.linkedin.com/pub/thomas-

marr/0/67b/737/

214-***-**** ********@*****.*** 4818

Westcreek Ln, Sachse, TX 75048

IT,Telecom, Support, Sourcing Manager Summary: 20 years IT & Telecom

experience through Active Duty Army as an Intelligence Analyst &

Ericsson Inc within, Sourcing & Customer Support. Software & IT

Sourcing Relationship Manager of +300 Suppliers & +$270M spend inside

North America including: HP, Oracle, Dell, IBM, EMC,F5, Extreme,

RedHat within Enterprise or OEM scope. Interactions at various

levels, such as national DoD agencies, key stakeholders & major

operators. 40+ hrs per week

Skills/Experience:

[pic]

. Created supplier strategies, operation plans for USA and

Canada based upon local and global OEM Suppliers

. Solution Architect responsible for remote management system

capable of remedying known faults on IT systems

Operational Experience:

Ericsson - Sourcing Relationship Manager I

Plano, TX 08/2011 - Present

. Created individual supplier performance card which was

implemented globally and used, unchanged for three years

. North America point of contact for all of Ericsson's IT-based

supplier-provided OEM product-related escalations

. Managed local agreements & represented global supplier

relationship manager and hosted governance reviews periodically

. Negotiated pricing or T&C along with phasing out

equipment/services from suppliers or competitors

. Provided guidance to stakeholders choice of goods/services to

secure from Risk and ROI perspective based upon their end

customer SLA & Supplier Agreement

. Compared life cycle vs pricing to evaluate transitioning towards

product selection maximizing ROI

. Mitigated risk to projects when incorrect decisions impacted

success, while involving the Supplier

. With Oracle, increased Order Document processing efficiency,

virtually eliminating months of recurring negotiation

. Created Root Cause Analysis and supplier segmentation templates,

increasing team efficiencies and enabling quicker decisions

. Documented payment expedite process increasing internal

efficiency of all involved

. Brought attention to International Supply Chain & Logistics

risks to business and end customers

Field Services Engineer III - Customer Service Mgr II

Plano, TX 03/2000 - 08/2011

. Multiple recognitions as key contributor within Support

. Formed strong business relationships through direct

connection/interaction, reporting feedback, periodic meetings

. Negotiated requirements of end customer requirements and advised

Service Delivery Managers (SDM) of the best SLA vs Support

contracts with a Customer First (always) approach

. Provided guidance to SDM on Agreement T&Cs & assisted Executive

Management by filling in as SDM as required

. Analyzed operational changes given contract compliance & harmony,

contract-related expectations, feedback at varying levels

. Identified/integrated Supplier offerings into automated tracking

tools - live/critical systems under SLA and any support gaps

. Strong ability to communicate with IT users to craft contracts

aligning complex needs with requirements to achieve outcomes

. Conducted/led recovery as main interface during system failures

while updating SDM with key (internal & external) information

. Performed and delivered Root Cause Analysis in post incident

activities by gathering facts and addressing perceptions

. Managed Support Plans, recommending changes and created handover

checklist templates for projects and project managers

. Conducted operational business reviews, gathering situational,

industry & ticket detail, translating them into logical descriptions,

status and expected resolutions

US Army (PFC - SGT) R&D, Test & Evaluation / Security Manager, Intel

Analyst Various 01/1994 - 03/2000

. Selected as a member of a Coalition

Intelligence Gathering Task Force with

Presidential visibility

. Created technical reports used for briefing

Vice-Chairman of the Joint Chiefs of Staff and

also used by DIA, NSA, CIA, DoD, etc

. Operational Tester for Intelligence &

Electronic Warfare Test Directorate for

procurement consideration

Training:

Supplier Code of Conduct Auditor, Conflict Resolution, Advanced

Negotiation Techniques, TDMA/WCDMA OSS, Fraud Office, MMS System

Administration Certificate, Unix System Administration Certificate, BS

IT at University of Phoenix

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