Sales Customer Service

Location:

Texas

Posted:

November 16, 2016

Contact this candidate

Resume:

JOHN A. BOBB

**** ********* ** * ******, Texas **262

Cell: 817-***-**** / email: ****.******@*****.***

EXPERIENCE BRIEF

Leadership and organizational skills

** ***** ******** ***** ** up to 65 personnel including hiring, firing, training, conflict resolution and mentoring in various industries including core networks for internet services, residential new construction inspection and testing services, HVAC and plumbing services. Managed all non-resident H1B personnel and worked with immigration lawyers to obtain resident status. International experience in developing personnel and establishing an office in the United Arab Emirates.

Innovation

Ability to analyze an issue or business division change proposal and create innovative ways to improve/resolve an issue or steer/reorganize a division to meet the core objectives of the company. Present these findings to executive level management for discussion and execution.

Process Improvement

Transition an Operation from an all paper to a paperless process, integrating all departments from engineering, operations, field services, and resolution management into one seamless application that managed nearly 6000 new homes per year and an ongoing average of 130 multifamily projects at any one time. Implemented ITIL principles for service desk efficiency improvement for international support group. Conducted continual analysis on processes and implemented changes in order to continually do more with less personnel.

Contracts and Proposals

Wrote technical support contracts, contracts for multi-year support for field services, proposals for government services, International proposals for Green consulting with inspections and testing for new single family construction in the Middle East, review of contracts prior to acceptance and conduct contract negotiations.

Executive Reporting

Designed and implemented reports from Operations to Executive level to meet the management requirements of the business. Managed division budgets and forecasting, creating reports and presented to CEO and President for comment, report enhancement and ultimately execution of directives based upon the reports.

Operations and Field Services

Managed operations and field services group for inspection and testing of single and multi-family new construction. Managed operations and field services for US and international onsite support and consulting services on network core switching products.

Service Desk

Managed national support center supporting 40 offices and resident engineers for client services contracts. Managed international support center for issues on client network core switching products. Managed client services for home inspection and testing issues.

Sales

Managed client sales for internet services and core switching products, provided sales for single family HVAC replacement with ROI, sales of inspection and testing services for single family new construction.

KEY ACHIEVEMENTS:

Transformed TexEnergy solutions from a $800,000 company to a $6,200,000 in 6 years, becoming the Largest LEED Homes Provider in the United States. Designed the PORTAL to transition inspections, reporting, and all processes to a paperless system, creating the breakthrough in growth and innovation. Designed and built Construction Management Assistance Protocol (CMAP) to deliver QA to various construction cycles in home construction, including post construction quality assessments (PCQA) for QA prior to handoff to the client, reducing client call backs and improving client satisfaction. Managed an international project in Saudi Arabia, establishing an office in Ras Al Khaimah, UAE, to service projects in the UAE, Qatar and Saudi Arabia.

Sales of HVAC systems, obtaining sales of $580,000 in 6 months, breaking the sales objective of $180,000. Moved company from no sales ranking to #2 slot with HVAC supplier in one year.

Developed project portfolio management team to analyze 146 projects for alignment with company objectives and estimated return on investment; determined 20% of projects were inconsistent with the company objectives saving over $10M in development costs.

Created an intuitive hiring process and trained non-technical personnel to become technically proficient in Edge Access and Core Switching products within 6 months, cutting training time by 50%.

Managed on site engineering staff, worked with clients to identify skill set requirements and scope of work. Hired engineers to fulfill contract obligations. Achieved 90% plus client retention at contract renewal.

Managed major issues of multi-million dollar accounts; SBC, Verizon, Deutsche Telekom, Flash Net by assessing technical and logistical issues and implementing innovative solutions; achieved 100% retention of our major clients and generated additional sales of over $15,000,000.

Analyzed chronic networking issues, coordinated software patches and developed new processes for resolving problems; achieved a 75% reduction in call center tickets.

Managed execution of rapid office expansion, bringing on line 40 offices across the country in less than one year, coordinating design and implementation of networking capabilities, installation of IT systems with startup and integration into existing infrastructure.

Managed national operation center supporting network infrastructure of 40 offices. Implemented new troubleshooting procedures to reduce trouble resolution time by over 40%

Assigned task to create a support center for hurricane Katrina relief efforts to restore communications in devastated areas. Assigned the task on a Friday and the center was fully functional and staffed by noon on Sunday. Coordinated efforts with multiple communication vendors, deploying over 100 personnel across 4 states to assess critical needs, setting up SATCOM for communications and deployed laptops for ground personnel working for the Red Cross to communicate food, shelter and medical needs.

Managed implementation of communications for the world FIFA games and set up personnel in each location with 24x7 support in the United States.

EXPERIENCE:

GENERAL MANAGER

TexEnergy, Irving, TX 12/2009 – 09/2016

Manage a team of 65 building science engineers, project managers/consultants and field technicians that provided code and green services for new and existing buildings. Assisted in the growth of the team through sales support, process development and personnel support.

GENERAL MANAGER

Southwest AC, Keller, TX 02/2007 – 09/2009

Managed and trained HVAC service technicians and provided in homes sales for HVAC and indoor air quality products. Provided energy audits and return on investment analysis for home energy improvement projects. managed Plumbing services for existing homes.

TECHNICAL CONSULTANT

Synchronized Networking Solutions, Penrose, CO 2003 – 2009

Start-up data communications enterprise, Native American owned, 8a disadvantaged business.

Pro Bono technical consultant to enable and encourage the success of a startup Native American company, now a multi-million dollar company.

MANAGER, ENGINEERING WORKBENCH

Avaya, Inc., Dallas, TX 03/2005 – 11/2006

Responsible for the Managed Services Project Portfolio insuring projects are aligned with global business objectives and are prioritized to provide the highest strategic and cost-effective gains for the business. Managed NOC personnel, customer escalations on Avaya networks, analysis of Managed Services processes within the Network Operation Center; implemented changes based on best practices; managed network infrastructure and applications including SMARTS correlation engine and Remedy ticketing system, identify enhancements to increase productivity.

ENGINEERING MANAGER

Lucent Technologies, Dallas, TX 04/1998 – 03/2003

Manage engineers in support of Core Switching and Remote Access products

Provide criteria for engineering dispatch system; direct programmers to insure development feasibility; integrated and tested products to insure program met customer requirements

Managed product testing and training labs

Partnered with sales to determine customer needs for project bids, and statement of work

Engaged customers to determine requirements for on-site system integration, engineering support

FIELD SERVICE ENGINEER

Ascend Communications (Acquired by Lucent Technologies) 04/1996 – 04/1998

Troubleshoot hardware and software issues on Ascend products

Conduct analysis of networks to insure proper design for maximum capacity, security and reliability

Provide design criteria for field services dispatch system; directed programmers to insure development feasibility; integrated and tested software upgrades to insure requirements met.

Train clients / engineers on ATM, Frame Relay, OSPF, TCP/IP, and RADIUS Secure Authentication

EDUCATION

Two years of college (60 hours) Junior college and Ashford University

Certifications

Home Energy Rating System (HERS) Certification

IECC Residential Certification

LEED for Homes Green Rater

LEED for Homes Quality Assurance Designee

State Registered Air conditioning and Refrigeration Technician

State Register Plumbing Apprentice

Certified, Information Technology Information Library (aligns IT services with the needs of the business)

Certified, Six Sigma (data-driven approach and methodology for eliminating defects in processes)

RECOGNITION

Avaya Inc. Significant Achievement Award 2006

“In recognition for significant effort and contribution to the establishment of the Global Managed Services Project Steering Committee by working with, and balancing input from, a broad number of sources resulting in establishment of order out of chaos.”

Lucent Technologies Customer Service Excellence Award 2002

Lucent Technologies Customer Service Excellence Award 2001

MCI Recognition Award for in depth analysis and documentation of ATM protocol testing and implementation 1996

Paging Network Inc. National Circle of Excellence Award 1995

Paging Network Inc. Employee of the Year Award 1994

Interests and hobbies

34 years of home renovation personally doing all design, electrical, plumbing, framing and finish out.

Design and build cabinetry and furniture

Complete kitchen renovations

Home efficiency

Classic car renovation

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