Vice President Operations
Resume:
MICHAEL G. CYR
**** ********** *****, ***********, ******* 30506
***********@*******.***
VICE PRESIDENT OF TECHNICAL OPERATIONS
Accomplished and growth-focused professional with immeasurable success in leading day-to-day business operations within the
telecommunications industry. Empowered with unparalleled work ethic, business and technical acumen, and exemplary dedication to
drive business growth beyond established goals and expectations. Known for analytical problem-solving aptitude in formulating
strategic solutions, translating action plans, and resolving complex situations. Equipped with outstanding leadership
capabilities in building and motivating high-caliber teams of professionals to deliver record-setting results. Armed with
articulate communication and interpersonal skills to build positive and long-term business relationships with professionals of
all levels of business and management.
AREAS OF EXPERTISE
Team Leadership and Development ~ Process Improvement Strategies ~ Cross-functional Collaboration
Personnel Management and Development ~ Strategic Business Development ~ Operations Management
PROFESSIONAL EXPERIENCE
Aspect Software Inc. Concerto Software (formerly Melita International Inc.) - Duluth, GA (1999–Present)
Vice President, Aspect Technical Services 2010–Present
Provide executive guidance to the operations of Advanced Customer Care Department, Services Operations teams, and service
delivery managers to provide stellar service to all customers. Preside over the development of support organizations for
expansion of global cloud service offerings. Facilitate training programs to guide and continuously update all personnel on
current business and interaction requirements of the Managed Services Customer Department.
KEY HIGHLIGHTS:
- Initiated the restructuring and building of the Managed Services Operations Team, which was successfully launched in
2013
- Pioneered the development of essential processes and operational disciplines, including incident and change management
- Served as the driving force in building the first hosted offerings for corporate core products, in collaboration with
key business partners
- Supervised regional customer care operations in the Asia Pacific region in collaboration with offshore teams in
Bangalore, India; Dalian, China; Singapore; and Hong Kong
Vice President of Global Field Services 2004–2010
Rendered expert oversight to the operations of approximately 186 to 255 field managers, field service engineers, and directors
across North America, Europe, the Middle East and Africa (EMEA), and Asia Pacific (APAC). Interfaced and coordinated with third
-party maintenance units to provide service to customers on remote regions not needing intervention from direct Aspect
personnel. Collaborated with Aspect Professional Services to formulate programs and initiatives to allow the field teams to
support baseline implementation services regionally; thus mitigating travel costs, increasing exposure to new products, and
escalating customers to the field support to guide them in using the product.
KEY HIGHLIGHTS:
- Seamlessly oversaw corporate annual budgets of approximately $23M–$26M, while mitigating overtime by 34%
- Facilitated multidisciplinary trainings for 95% of all field personnel on Rockwell Spectrum ACD’s Aspect Call Center,
Conversations, Unison, and Unified IP products; which achieved savings of $3M in costs in the first year
- Trained field service engineers in conducting remote field support on ACDs to enhance customer support responsiveness
and field productivity
EARLIER CAREER
Concerto Software (formerly Melita International Inc.) - Duluth, GA
Director of Primary Customer Care
Melita International Inc. - Norcross, GA
Vice President, Services and Support
Divine, Inc. - Norcross, GA
Senior Director
eShare - Norcross, GA
Vice President of Field Services – Worldwide
Senior Director of Field Services - Domestic
Interworks Systems Inc. - North Haven, CT
General Manager, Connecticut
Siemens Business Communications - East Hartford, CT
Customer Engineer
Field Service Manager
Branch Process Owner
National Customer Service Executive
Regional Systems Installation Manager
Northeastern Telephone Co. - Milford, CT
Technician Service Manager
United States Army Signal Corps
Wire Systems Installer and Operator
Radio Operator
Assistant NBC Noncommissioned Officer
Assistance Armorer Security Clearance (Secret)
Vermont Army National Guard - Colchester, VT
Forward Support Battalion, Communications Section Sergeant Security Clearance (Secret)
EDUCATION
Coursework in Management - Trinity College, Burlington, VT
TRAINING
First Line Management Courses (IBM) Experienced Managers Courses (IBM)
Karress Effective Negotiating Seminar World Class Performance Training Team Building Training
Face to Face Customer Training High Velocity Culture Shift Seminar
NEC - 12A 22SA 16-48 ROLM 9751 PBX ROLM PhoneMail ROLM VL9000 PBX
T1D3 Trunking and Transmission ISDN, PRI, BRI ROLM-IBM Data Communications
AWARDS AND HONORS
Civilian:
Customer Support Leadership Club (2) ROLM Club Systems Installation Manager of the Quarter
Military:
Soldier of the Quarter (3) Army Commendation Medal Army Achievement Medal
Good Conduct Medal National Defense Service Medal Army Service Ribbon Overseas Service Ribbon
AFFILIATION
American Legion
TECHNICAL ACUMEN
Microsoft Office Suite (Word, PowerPoint, Excel) Microsoft Project Microsoft Visio
LAN/WAN Equipment (Cisco Routers, Hubs, and Server) Business Map
Fiber Optics Installation Voice and Data Installation Cabling Infrastructure
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