Sales Service

Robert McKinnon...

*** ***** **** ***** • Cary, NC 27518 • 857-***-**** • **********@***.***

Multifaceted Senior Global IT Service Delivery Leader with a holistic view of the delivery, sales and customer acquisition process. Adept at aligning strategy, people and action to achieve key performance targets. Accelerates revenue, profit and customer growth in highly competitive markets for world-class companies including Verizon and IBM. Primary point of contact to the client(s) regarding overall and day-to-day service delivery. Ensures SLAs and KPI are met, and implementations of ongoing services are delivered on time. Maintains tight control over the project schedule, risks, scope of work and budget. Builds and maintains strong relationships participating in client meetings to ensure satisfaction. Ensures that operational teams and subcontractors maintain a clear understanding of the client's needs, and provides day-to-day client advice and support. A natural ability to build relationships of trust and common purpose, combined with a passion for driving others to deliver measurable results in key performance areas including:

§ Managed Customer level profitability – Identified new Professional Service projects at Verizon, increasing revenues 350% over projections, moving from 60 projects to 234 in two years.

§ Focused Leadership – Successfully built and led a 12-member team in the US and UK through personal development and evaluation around quality Service Delivery.

§ Customer Satisfaction– Increased Csat scores each year by maximizing customer loyalty with key stakeholders and driving value thru Service Delivery. Core Competencies that Drive Results

§ Global IT Service Delivery

§ ITIL Certified Expert

§ Strategic Account Management

§ New Business Development

§ Multichannel Partners / Strategy

§ Solution Sales Relations

§ Cross-Functional Teams

§ Marketing Strategy Development

§ Team Building / Mentoring

§ Client Satisfaction Programs

§ Program Management

§ Hardware and Software Sales / Service

A Career of Driving Revenue and Capturing Critical Market Share Verizon Enterprise Solutions 2009 – Present

Global IT, communications and security solutions.

MANAGER COMPLEX SERVICE DELIVERY: NATIONAL GRID ACCOUNT, 2010 – Present Promoted to build a high quality team of 12 managers within three months, responsible for operations, governance and revenue commitments across the US and UK, for a new $300M+ contract. Led the Program Management Office (PMO), made up of Change Managers, Technical Program Managers, Project Managers, Program Managers, Security and Business Continuity/Disaster Recovery Managers.

§ Directed the resource commitment and oversight of over 700 projects, working with other Verizon Organizations

(up to 60 new projects per month).

§ Developed an end-to-end change process and incident management process that integrated with customers’ operational processes.

§ Spearheaded all requests for change, major incidents, storm preparations, and network, wireless and wire line issues daily. Additionally, grew RFC completions from 60 to 439 (730% increase) in three years. BUILDING ENDURING RELATIONSHIPS FOR BUSINESS

GROWTH, PROFITABILITY AND SUSTAINABILITY

Robert McKinnon Page 2

SERVICE INTEGRATION ARCHITECT: LARGE COMPLEX ACCOUNTS, 2009 – 2010 Reviewed service solutions for quality and cost for selected large customers, while verifying key processes for new business.

§ Increased customer satisfaction and Verizon solution quality by ensuring solution would meet or exceed contract projections and customer requirements.

§ Collaborated with the sales organization to ensure closing major new business opportunities. Auspice Corporation, Waltham, Massachusetts 1999 – 2008 Software Solution Development for Telecom and Broadband Industry. VICE PRESIDENT, STRATEGIC ACCOUNTS, 2006 – 2008

Promoted, as single point of contact, to lead strategic accounts nationally.

§ Drove new product development which increased sales revenue to $22M. DIRECTOR, CHANNEL SALES, 2004 – 2006

Promoted to lead critical key partnerships within large, complex accounts to ensure customer quality and achieve customer retention. Collaborated with engineering and senior management to transform corporate focus from a proprietary development platform to a full service product suite. Built targeted sales teams.

§ Increased revenue from $17.5M to $22M, with six new product offerings in the first three years. DIRECTOR OF SALES, 1999 – 2004

Brought in to early-stage start-up company to help build a sales team and focus on securing strategic accounts, ultimately leading a team of six sales representatives.

§ Drove growth by 250% from $5M to $17.5M, securing Comcast as largest client.

§ Increased Professional Services revenue 150% by partnering with Computer Sciences Corp. Boston Financial Services, Boston, Massachusetts 1994 – 1998 Start-up tax and financial services company.

SALES EXECUTIVE AND CO-FOUNDER

Secured angel funding and bank line of credit; acquired clients, generating revenues and profits. Built a team of four tax consultants serving the Metropolitan Boston area.

§ Grew from 10 to 600 clients.

§ Built highly regarded and successful firm, eventually selling company for a profit in 1998. IBM Corporation, Waltham, Massachusetts 1982 – 1994 SENIOR SYSTEMS ENGINEER

Provided technical expertise on sales calls and assisted in closing new business. Received “Top Performer” Awards and Sales Club recognition for exceeding sales quota. Success through Education

MBA, Information Technology - Suffolk University, Boston, MA BS, Business Administration - Finance and Accounting Emphasis, Suffolk University, Boston, MA AS, Computer Science - Massasoit Community College Brockton, MA IBM Marketing and Sales Training classes – Top Performer ITIL Certification, Expert Level

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