IT Services Leader

Andrew E. Dick

813-***-**** ***********@*****.***

VP / Director - Client Services / Sales & Operations

Business Process Analysis & Improvement / Customer, Vendor, Reseller and

Subcontractor Management / Customer Satisfaction / Solutions Design &

Implementation / Training / B2B

Proven record of success in technology companies from start-ups to Fortune

1000. Extensive business experience in sales generation, partner

management, business analysis, solutions design, project management and

customer/vendor relationship building.

Areas of expertise include strong technical knowledge, conflict resolution

and the ability to create, drive and leverage a cross-functional team-

oriented culture. Can contribute quickly by:

o Creating and implementing channel programs, driving rapid, competitive-

resistant growth

o Turning around unprofitable operations, establishing a strong

sustainable revenue flow

o Executing fully-integrated customer satisfaction programs to foster

solid relationships

o Developing client-specific business strategies, retaining key, high-

potential partners

Career History

BMC Software, Inc. (Formerly Numara Software, Inc.) 2003 to 2013

Director, Consulting Services, 2012 to 2013.

Held global responsibility for professional and education services teams

of up to 40 on BMC FootPrints, Track-It!, and Airwatch Products. Led all

aspects of sales, operations, product management, partner enablement,

contract management, service delivery and operations for Services systems

and business intelligence efforts.

Director, Global Services, 2008 to 2012.

Global responsibility for an $8.5M professional and education services

teams of up to 40 on Numara Software's FootPrints and Track-It! Products.

Oversaw Cloud operations, services delivery, marketing, product

management, partner enablement and contract management. Responsible for

implementing and maintaining various systems and generating business

intelligence information.

Manager of Training and Professional Services, 2004 to 2008.

Oversaw delivery of all training classes, professional services

engagements, quality assurance and consistency of services delivery for a

team of 26. Provided input on product direction and functionality. Drove

process improvement activities within the department.

Manager of Technical Support, 2003 to 2004

Responsible for managing and driving the technical support team to

maximize customer satisfaction and achieve operational efficiency.

Handled customer escalations and worked with other departments to resolve

customer issues. Provided input on product updates and direction.

Independent Contractor 2001 to 2003

Provide contract technical services to various companies, including a

leading Help Desk application vendor, in both a Break/Fix and project

basis. Technologies supported include SQL7, 2000, IIS 4.0 and 5.0,

Microsoft Windows Desktop and server Operating Systems and Novell server

implementations.

Marconi Communications 2000 to 2001

Channel Development Manager (Healthcare)

In my 9 month tenure, I researched Systems Integrators and Independent

Software Vendors in the marketplace to identify opportunities to bundle

the products Marconi manufactured into software and solutions packages.

Developed Marketing and Business Plans with new and existing Healthcare

partners and provided ongoing delivery of sales and technical training.

Developed and began implementation of unique partnership models to

strategically align leading Healthcare providers with Marconi

Communications.

IKON Office Solutions Technology Services 1995 to 2000

Practice Area Manager (Florida District)

Implemented IKON's Computer Telephony Practice for the state of Florida

including the initial business plan for the sales, delivery, and support

models. Performed sales functions such as pre-sales appointments and

presentations. Responsible for project management, project definition

and statements of work. Managed vendor alliances and provided training

for sales and engineering teams. Performed budgeting and forecasting

activities.

Manager of Advanced Integration Services

Directed a team of up to 22 certified network integration engineers in

all phases of providing high-end solutions to customers.

Responsibilities included project management, development of project

plans, pre-sales, fostering interdepartmental teamwork, and vendor

management. Implemented time tracking and customer satisfaction surveys.

Manager of Networking Services

Directed a team of six Systems Engineers in the process of defining and

performing project implementations, pre-sales, Break/Fix services, and

vendor management.

Systems Engineer

Performed Break-Fix duties for customers with support contracts covering

various networking and software issues.

St. Anthony's/St. Joseph's Hospitals 1993 to 1995

Systems Analyst II

Managed the daily operations of a medium size hospital network.

Participated in Information Systems strategic planning for future needs

including evaluating new and emerging technologies for future

implementation. Established beneficial vendor relationships. Handled

the licensure of applications. Promoted and maintained system

standardization. Provided project management duties for roll out of new

software and client updates.

Selected Accomplishments

Implemented and oversaw Numara's Cloud operations. Led the project to

implement a highly scalable and high performing Cloud infrastructure in a

Tier 1 datacenter to support Numara's customers for their Service and Asset

Core products. Added 60 new customers in the first 6 months with uptime

over 99.9%.

Created Numara Channel Program to drive rapid sales growth. Led creation of

fully-integrated channel program confirmed by partners to be significantly

stronger than others. Ensured partners ability to deliver to customers/sub-

contractors the same customer satisfaction levels and in the same

standardized model as BMC Consultants. Integrated Partners into BMC

systems, enabling team to use their resources seamlessly.

Built Numara Professional Services from $1.2M to $8M+. Practice was small,

unprofitable, lacked processes, and was unsure if it was invoicing for all

work performed. Built and implemented processes to manage business, hired

highly competent team and created Delivery Methodology, enabling

Professional Services to become highly profitable. Boosted Customer

Satisfaction to 94% and grew Services faster than the license side of the

business.

Increased customer satisfaction scores, solidifying client relationships.

Consolidated Technical Support operation. Hired new Level 1 Technician

team, instituted testing for on-boarding, implemented KPI process, revamped

Service Desk, and executed efficient / effective processes. Improved

Customer Satisfaction by 30 points in the first six months. Analyzed

customer issues, implemented fixes and eliminated customer issues.

Secured long-term commitment from key channel partner. Key partner was

disgruntled and moving away from Marconi Communications equipment.

Implemented plan to rebuild confidence and business relationship. Turned

partner around from zero revenue to projected $10M over next 12 months in

North America. Secured commitment to go global the following year. On a

$1.5M quota, achieved $1M in the first six months through other partners.

Education

Education: MBA in International Business & Marketing Management and BS in

Management Information Systems (Magna cum Laude) both from the University

of South Florida.

ITIL V3 Foundations certification and a very robust technology toolbox,

including knowledge of operating systems, databases and infrastructure.

Contact this candidate