Service Management

GARY SMITH

** *** ***** *********, *** York ***** (H) 516-***-**** (M) 516-***-**** *********@*****.***

SUMMARY

Highly experienced Service Delivery Manager specializing in data communications and networking technology. Skilled in project

management, technical support, client service, pre/post sales engineering, and budget control. Successful track record

organizing and implementing multiple concurr ent complex projects, often improving upon deadlines. Strong leadership qualities

coupled with hands-on experience across multiple industries. Excellent interpersonal, oral and written skills with ability to deliver

presentations and write quality copy. Reputation for consultative style, forging and maintaining productive relationships with

clients, management, and vendors.

Hardware: Nortel 8600 Passport, Nortel Networks Routers, Nortel Networks Hubs/Switches,

Juniper M Series Switches, Cisco Routers, Cisco Switches 3, 6, 7 series, 3PAR, Veritas, Emulex, F5 Load

balancers, Ethernet 10/100/1000 Base-T, Dell-Toshiba-Lenovo Laptops and Desktop Hardware

Software: W indows 7/8, Exchange, Triole, Vantive, Siebel, Oracle, SQL, Visio, MS Office 2012

PROFESSIONAL EXPERIENCE

FUJITSU USA. – New York, New York 2011 - 2014

Global Service Delivery Manager – Global (Public) Cloud and Private (Hosted) Cloud Platforms

Lead and provide direction for Service Delivery support of all Fujitsu products and services which include Cloud,

Hosting, Network, Colocation, and a wide range of Professional Services and consulting services.

Responsibilities include: collaborative service support, oversight of customer presentations, customer service review

meetings.

Advocate to meet and exceed customer expectations including but not limited to invoice review and incident

escalations.

Ensure service delivery to contracted Service Level Agreements, while managing and growing profitability, and

controlling delivery to Fujitsu's approved Managed Services AR goals. Initiate and implement corrective actions and

review reports for Service Level targets. Plan and monitor responsive actions (reduced service, invalid

measurement, benchmark re-establishment). Invoke Review and Escalation process for potential and actual Service

Level misses.

Manage overall customer satisfaction in order to improve retention and increase revenues. For example, changes

implemented for one customer who was going to cancel led to retention of a $2.1 million dollar account plus an

additional 5% in additional services annually.

Serve as the intermediary and point of escalation for the management of customers.

Increased overall revenues by 10% by keeping abreast of customer’s current and future needs in order to proactively

identify potential new service sales Oversight and management of customer applications and Databases on Fujitsu

Cloud platforms.

Develop and provide training and support on Fujitsu’s Global Cloud Platform Service Portal for current Cloud

customers as well as potential future customers.

Member of Change Control management team which reviews all changes to Global and Private Cloud Services.

Manage Data Center virtual and physical servers, storage and network equipment. Schedule and provide customers

with secure access their environment for application and database management.

Oversee all Service desk and Desktop support operations.

Manage day to day entry and review of all Knowledge database information with Service Desk and DSM agents.

Responsible for understanding any variances between planned and actual revenue booked in our monthly published

reports. Monitor allocations to other support organizations. Implement actions to recover unbilled revenues.

Provide technical information to legal teams as part of the contract negotiation process.

SAVVIS/CENTURYLINK. – New York, New York 2006 – 2011

Client Service Partner – IVCI, Priceline.com, Aetna

Responsible for the overall customer lifecycle management spanning pre-sales activities, implementation, and

support needs for key customers.

Established "trusted advisor" status to gain referable accounts and satisfied customers through proactive

account/project management.

Obtained deep understanding the business requirements of customers and providing solutions

Coordinated implementation/project management of services to include forecasting accuracy and backlog

management.

Delivered regular operation reviews, and maintained scheduled communication throughout customer lifecycle.

Drove customer satisfaction as measured by revenue retention, reducing churn & customer credits.

Escalation point for technical/business/billing inquiries, and providing monthly/quarterly service reviews.

Managed staffing levels through productivity reporting, and oversee the on-boarding, training, development, and

performance management of the team.

Developed and provided training and support to arm the Client Account Managers with the knowledge needed for

optimal support of base Clients.

GS CONSULTING, INC. – Plainview, New York 2002 – 2006

Independent Consultant

Developed plans, procedures, and standards to assure efficient team operation and high customer satisfaction

Identified and resolved hardware and software implementation problems and upgrades

Monitored the Service Desk queue for network trouble tickets

Facilitated communication between IT department and non -technical staff to optimize hardware and software usage

Led teams in collaborating with network support and engineering to address system performance

Designed network diagrams and voice and data cable configurations, develop documentation, and coordinate

network installations at customer sites

Organized and lead review meetings to identify and resolve technical issues and train staff on new hardware/software

Worked with vendor sales teams to implement plans to thoroughly test solutions

Facilitated all early morning network due diligence, including WAN/LAN, servers, and PBX readiness

Developed 24x7 help desk to service local and remote users

GLOBAL CROSSING – New York, New York 2001

Director of Implementation Engineering

Directed SWIFT Network backbone conversion to Global Crossing (GX) VPN Network

Managed Help Desk Engineers with responsibility to resolve computer hardware, software, an d networking issues

Hired, managed, and trained, and evaluated team of 20 engineers designing and implementing VPN Network

Managed staff scheduling and cross training to ensure proper coverage for production network

Worked closely with system support and internal departments – 24/7 operations, network support, help desk,

development, and client/product management

Created and coordinated logistics and due diligence for operational procedures

Developed client turn-up notifications, escalation policies, and change management processes

Responsibilities included documentation, addresses for POP, rack layouts, network topology, circuit lists, inventory

lists, and equipment information/configuration details

NORTEL NETWORKS – New York, New York 1997 – 2001

Area Manager, Global Enterprise Professional Service

Managed 30 Resident and Field Engineers with responsibility for onsite implementation and support, serving top

Fortune 100 companies throughout NY area

Developed plans that resulted in increased productivity and achievement of company goals

Designed and implemented online databases to track and service major accounts, including circuits & configurations

critical to daily operational issues

Communicated regularly with senior managers of operations and engineering at customer sites, and worked closely

with account teams and product sales and service to identify customer needs

Led customer meetings, developed action agendas, executed deliverables, and prepared reports

Negotiated contract renewals with clients including Bear Stearns, Bloomberg, and Continuum Health Care

Improved client satisfaction by developing internal tracking systems, streamlining operations, and controlling

response efforts for multi-site environments on 24x7 basis – won award for customer satisfaction

EDUCATION AND TRAINING

BA Binghamton University (SUNY) – Binghamton, New York

ITIL V3 Certification 2013

PMP Internal Accreditation Program – SAVVIS, New York

Teachers Certification for Continuing Adult Education, – Long Island Institute of Technology – W estbury, New York

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