Service Manager

David Misukanis

612-***-**** Email ***********@*****.*** http://www.linkedin.com/pub/david-misukanis/1/6a7/68a/

Roles

Experience Summary

Director – Global

An experienced service delivery leader who drives continuous improvements and employee

Appliance Field

development to achieve business goals and objectives. A result focused individual with

Service Operations

strong analytical, technical, excellent communication and project management skills.

Assumes ownership to identify, develop and implement operational tactics and/or strategies

Director - Escalations

required to solve complex business problems.

Management

Skills Inventory

Director – Regional

Service Delivery Leadership – an engaging individual who takes ownership of issues and is

Software Service

focused on continuous improvements to drive the organization. My teams are always

Delivery

successful in achieving top customer and employee satisfaction ratings.

• Successful in leading large scale regional and global service programs. Responsibility

include: call resolution, global processes, vendor management, process and product

Education

education, supply chain inventory, budget accountability, escalation resolution

• Place a high value on employee knowledge and skills including long term employee

Control Data Institute

career development and job satisfaction

Certificate – Computer

• Operational Management – Utilize metrics to prioritize improvement areas with a

Technology

long term objective on call avoidance and cost reduction.

Certification - ITIL

• Effective written and verbal communication skills when working difficult

Foundation

environments with customers and executives

• Technical background include: Storage, disaster recovery, security, networks, CRM

University of St

systems, data management

Thomas – Certified

Professional Project

Experience Highlights

Manager (CPPM)

• Accountable for service delivery operations for hardware and software service.

Includes process development internal and vendors, training definition and

deployment,

• Project Management:

o Service transformation of support model from software only to a

hardware/software for single threaded call process

o Definition of the auto support requirements reducing call processing by

50%

o Simplified Vendor Management service process from multiple vendors to

a single global HW service vendor while expanding service area from 20

to 65 countries.

o Implemented a streamlined global installation process requiring

coordinated efforts with Services, Support and Field Partner Interaction.

o Development and deployment of global follow the sun support model.

o Defined requirements for global CRM system integrating data

management between sales, service, finance and professional services

• Key contributor in transition of service model to Pune India recognizing 2 Million

annual sales

David Misukanis

612-***-**** Email ***********@*****.*** http://www.linkedin.com/pub/david-misukanis/1/6a7/68a/

transitioned to a single global vendor (65 countries) recognizing $10 Million cost

reduction.`

Chronological • Defined Auto Support requirements for appliance platform leading to automated

Summary of workflows with a 50% reduction in service call processing.

•

Experience Successfully drove multiple service operation projects as revenues expanded from

$13 to $166 Million.

Symantec

Director – Global Escalation Management (2005-2011)

Corporation,

• Developed, implemented and leveraged executive escalation process to reduce

Roseville, MN

escalation resolution time by 50%. Key contribution to increased customer and

employee satisfaction.

• Accountable with regional sales leadership for successful resolution to complex

customer situations. Frequently interfaced with customer and Symantec executives on

2005-2013

site.

Director – Appliance

VERITAS Software, Roseville, MN

Field Service

1996-2005

Operations (2011 –

Director – Service Delivery Backup Products, Americas (1997 – 2005)

2013)

• Accountable for the Americas service delivery operations for Backup Exec and

• Developed,

NetBackup product lines with annual revenues exceeding $1.5 billion for enterprise,

defined and

SMB and consumer based customers

managed

• Defined and managed regional and global operational processes and metrics.

appliance

• Implemented supporting infrastructure of support labs, training programs, and global

service

operations. support processes impacting 600 global employees in 12 countries.

Responsibiliti • Key contributor in VERITAS first transition of service delivery in Pune, India

es include resulting in $2 Million in annual savings and the foundation for an organization

development exceeding 200 individuals.

of global • Lead company globally with highest customer and employee satisfaction while

process for maintaining lowest cost.

hardware

• Promoted to Manager, Sr Manager, Director over a 5 year period

installation,

NetBackup Technical Support Engineer (1996 – 1997)

service,

• Responsible for the service and support of the NetBackup product line.

training

• Involved with engineering on bug resolution and product testing during the product

requirements,

release phase.

escalations,

and financial

accountability Community Leadership

• Drive TSANet, Overland Park, MO, (2004 –2011)

efficiencies Board Member, Treasurer and Chairman

for improved • Led organization to streamline product offerings and align partner service programs

operations with industry standards.

including

• Represented Symantec as a board member. Served as Treasurer in 2007/2008 and

successful elevated to Board Chairman in November 2008 - 2011

negotiated

Key accomplishment: Merger of TSANet Limited and TSANet Inc. into a single organization.

and

Previous Employment:

David Misukanis

612-***-**** Email ***********@*****.*** http://www.linkedin.com/pub/david-misukanis/1/6a7/68a/

Lee Data/Apertus

Technologies - Field

Service Engineer,

Manager Product Test,

Manager Technical

Support, National

Service Manager

Contact this candidate