Customer Service Manager

Executive Summary

Information Technology Executive with a strong record of success and advancement. Improved business performance through implementation of business and process improvements through periods of rapid business expansion, slow or no growth and downsizing or divestiture. Possess extensive business acumen, superior relationship building and motivational skills. Deeply committed to building a top quality team by creating a culture that attracts, motivates and retains highly talented people who drive business transformation and provide high-level customer service.

Experience

DMB Associates, Inc., Scottsdale, AZ (8 years)

DMB Associates, Inc. is a Scottsdale, AZ based privately held company that is primarily involved in land development and the development of large master planned communities in Arizona, California and Hawaii. Also included in the business portfolio are private golf clubs, executive health clubs and restaurants.

Director Support Services Jul. 2007 – Sept. 2015

Provided leadership and direction for the long-term continuous improvement of business operations and technology support for DMB Associates, Inc. and all of its subsidiary businesses.

Implemented technology solutions that enable business efficiencies, drive sales and ensuring protection of corporate data and customer privacy.

Ensured staff, equipment and procedures maintained pace with emerging technologies.

Consolidated technical strategy for a rapidly growing company in multiple states across several lines of business including land development, commercial development, restaurants, private clubs and health clubs.

Increased IT customer service of key functions to bringing key roles in-house for technical support while, at the same time reducing IT costs.

Served on the corporate charitable giving committee to support the philanthropic efforts of the company with local charitable organizations.

US Foodservice, Phoenix, AZ (2 years)

US Foodservice is a nationwide distributor of food and food service equipment in the United States with over 40 regional warehouse and 25,000 employees.

Manager Client Services Apr. 2005 – Jul. 2007

Supervised Level 2 and Level 3 desktop support team for 14,400 node environment.

Led server and client support team for 20,000 account 60TB 120 server Lotus Notes messaging system.

Directed Domino Application Development Team in developing in house applications for reporting and analysis.

Day to day management of 21-member team located in 6 offices in 5 states. Dotted line management of 120 individual field support members.

Executed Email archiving utilizing EMC/Legato.

Implemented persistent connectivity/backup application suite for 6,000 distributed mobile users.

Developed, implemented and enforced enterprise wide hardware/software standards.

Headed development team for the consolidation strategies for disparate systems and tools.

Project Management utilizing industry standards approaches and methodologies.

National vendor contract negotiation and contract management.

Pulte Homes, Phoenix, AZ (7 years)

Pulte Homes is a nationally recognized public homebuilder operating in more than 45 states with a portfolio of developing single-family communities and master-planned communities (Active Adult and Country Club).

Manager -Voice and Data Services Jan. 2005 – Apr. 2007

Managed Telecom and WAN/LAN installation and related support.

Responsible for network connectivity for the 750 site enterprise located in 20 states.

National budget planning and accountability with a total annual budget exceeding $10 million.

National vendor contract negotiation and contract management.

Implemented national billing consolidation for data and telephony.

Directed staff of 13 Support Engineers.

Implemented VOIP, IP Telephony and MPLS strategies.

Regional Field Manager Jun. 2002 – Jan. 2005

Field Manager for Western Region responsible for all desktop support and network installation.

Designed and supervised installation of Network and Telecomm Wiring for Community/Commercial Facilities.

Daily staff supervision for 12 Field Technicians.

Coordinated the hardware/software installation and repair for 2,300+ users.

Designed and supervised installation of data/phone infrastructure in multiple locations.

Implemented regional IS standardization.

Regional Administrative Services Manager Nov. 1998 – Jun. 2002

Statewide Facilities Management, Procurement, Safety, Fleet Management, Security, and Tele-communications/ Data Network Design.

Maintenance, planning, contract negotiations, lease administration and disposition for property totaling 200,000 square feet.

Multi-site budget planning and accountability, total annual budget exceeding $2.5 million.

Negotiated vendor contracts based on aggregated purchasing opportunities yielding significant annual savings.

Directed staff of 25 employees.

Centralized previously decentralized sites generating annual savings of over $200,000.

EDUCATION/TRAINING

University of Texas – Mechanical Engineering

Information Technology Infrastructure Library (ITIL) IT Executive Management Certification

BICSI Distributed Telecommunications Strategies Management Certification

ACTIVITES

Logistical Chairman– American Lung Association Walk

Honorary Commander Luke Air Force Base

Member of Blue Blazers – Luke AFB support organization

Staff/Advisor 396th Aircrew Training Squadron – Air Force Explorers

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