Manager Customer

David Holloway

**** ******** ****** ***** *******, GA 30331 404-***-**** ************@*****.*** Cell 404-***-****

Senior-Level Director/Resources Manager

- Effectively aligns technology and business goals to provide productive solutions in worldwide operations -

Profile

Innovative, results-focused IT professional offering over 20 years of success directing programs and staff to implement and support telecommunications/enterprise voice, data, video, wireless, and data center solutions. Visionary leader with demonstrated abilities in managing complex networks, operations, programs, and projects. Dynamic team builder equipped with a track record of completing concurrent, large-scale, mission-critical initiatives on time and under budget. Articulate communicator who applies strong interpersonal skills to build long-term client partnerships.

Additional areas of expertise include:

P&L Responsibility Budgeting Operating Cost Controls Contract Negotiations Vendor Relations

IT Infrastructure & Operations IT Architecture Implementation IT Strategic Technical Vision & Planning

Technology Mergers & Integration Systems Installation Inventory Control Team Leadership

Highlights

Developed and managed e-commerce related projects up to $140M in scope. Negotiated and administered core business hardware, software, maintenance, and support contracts for all IT services. Drove increased revenues and profitability through the use of best practices and procedures.

Delivered ahead of schedule a $15M+, nationwide 800 network, including developing a fully redundant prepaid calling card and credit verification system and working with external support staff to enter 800 numbers into a nationwide database, which processed 40 million minutes per month and generated $5M in revenue; maintained 99.95% up-time for production services.

Transitioned a company’s core campus of 40 buildings and 25,000 employees from a PBX environment to a VoIP call manager environment; following the transition, enhanced existing service levels, operational measures, business practices, and teaming.

Spearheaded the implementation of global remote access services and video conferences for employees worldwide; oversaw 24/7 maintenance and support for eight major hubs around the globe, sustaining 99.999% up-time.

Eliminated the need to spend $20M on new buildings by recommending and implementing a renovation program for outdated facilities, including implementing six new switch services for the southeast region.

Improved efficiency, reduced expenses, and optimized network and data integrity by orchestrating the transition from obsolete organization-wide and departmental technologies to highly functional, streamlined, and cost-effective service technologies and business solutions.

Guided an IT team in developing a vision and transforming that vision into strategy to provide anytime, anywhere access to a company’s personnel and information.

Initiated business process re-engineering principles to improve internal relationships, which improved service and product quality by enabling greater influence from manufacturing into engineering and operation design.

Experienced in planning and executing datacenter consolidations, relocations, and migrations. Hands on experience designing and building out new datacenters. Ability to perform infrastructure discovery and assessments and provide technical solutions. Demonstrated holistic understanding of Datacenter Operations (i.e. Production operations, Server, Storage, Network, Data Base Mgt., Systems Mgt., Helpdesk, DR/Business recovery practices etc.).

David Holloway

404-***-**** ************@*****.***

Career Track

NCR Corporation

Senior IT Manager Sept 2012-Current

Summary

Senior IT Manager - Network Operation Control (NOC), responsible for leading a qualified, motivated team to efficiently provide IT Services to NCR's employees and customer's 24x7x365 from our state-of-the-art Network Operations Center. IT Services NOC provide global support of NCR’s Network to include WAN, LAN, Wireless, Telephony/VOIP, Firewall Services, Security Services, etc. We drive improving network performance and reducing the risk of outages that can compromise employees and customers' businesses. The NOC provides IT Helpdesk services, Proactive monitoring and maintenance, network and server management, mobile support for smartphones and tablets, patch management and virus protection. Built and developed the technical talent of Service Operations into a well-rounded team through implementing new ideas and improved processes. Utilized industry best practices to develop monthly metrics to trend growth, network resource and staffing needs. Contributed to the business KBR model by making recommendations that improved NCR's bottom line revenue growth. Managed and directed the customer onboarding process to ensure successful integration, strong customer adoption and renewal of services. Responsible for building strategies targeted to enhance the customer experiences and provide efficiencies in Service Operations to create a cohesive and holistic customer experience. Managed resources to support strategic vision for growth across departments by managing the utilization of Service Operations and floating talent from consulting services. Built strong relationships with internal partners to effectively strengthen the combined goal for successful support of multiple service offerings. Supported sales and marketing efforts by conducting various events such as on-site tours and client presentations to ensure achievement or overachievement of established goals. Directed department provisioning of IT services to our customers including: LAN/WAN infrastructure, Desktop and laptop PCs, mobile devices, firewalls, voice and server and system administration and patch management. Leads staff to achieve operational performance goals in an effective, efficient, compliant and consistent manner. Communicates vision, expectations, goals, and deadlines and motivate others through inspirational leadership. Executes initiatives that are results focused for delivering business and financial results through customer service, customer satisfaction, quality, work processes/production, productivity and employee satisfaction. Partners with Finance on the monthly variance analysis, forecasting and budgeting activities partnered with peers to drive continuous improvement and share best practices in a complex matrix environment.

Primary responsibilities and duties:

• Managed efforts globally of the NOC, Network Team and associated 3rd party support

• Supported design and implementation of WAN, LAN, Firewall, Wireless technologies

• Manages company switches and routers to peak performance and security levels

• Managed vendor performance in line with contracted SLAs

• Developed and implementation of a global VOIP strategy

• Ensures Firewall security is maintain at highest level to protect the business

• Plan necessary action and steps to minimize business disruption

• Ensure Network contracted expenses are aligned with contracted amounts and associated discounts

• Develop global standardized policies and procedures guiding team’s efforts

• Fully understand and support the needs of the business in coordination with all Infrastructure Team efforts

• Create a team environment

• Provide Monthly Reporting of network activities, issues, and vendor performance

• Provide On-Call support services as required for after hours and holiday support

• Manages highly complex internal deployments requiring a high degree of business and process knowledge.

• Ensures current and evolving needs of internal customers are met while maintaining strategic direction and goal attainment.

• Creates innovative processes, technique, tools and management practice for Governance.

• Manages all work functions and processes, Staff evaluations, Staff Development & mentorship, and when necessary Staff corrective actions.

David Holloway

404-***-**** ************@*****.***

Career Track, Continued

BT Americas Inc

Head of Global Service Delivery 2008-Sept 2012

Summary

Accountable for the delivery of BT’s customer MPLS/VoIP/VPN/LAN/WAN/Wireless/Security, and custom network solutions. The role is accountable to the customer for the accurate delivery of network services in the customer requested delivery time. Responsibilities includes managing life cycle of the orders, customer-communication, expedites, escalation, customer acceptance, billing and hand-off to operations. Work in partnership with regional sales team, deal architects, service designers, customer project managers to understand customer business requirements and related priorities.

Acted as the single point of contact globally for assigned customer accounts which typically had a large revenue scope, had complex product needs, or required significant project management due to the size of the organization. Managed customer interactions from order submission through service acceptance and billing to ensure highest levels of customer satisfaction. Proactively managed customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations were met. Served as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Responsible for managing large and complex customer implementation projects which includes but is not limited to creating and maintaining detailed project schedules, revenue growth and customer retention, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications.

Essential Duties

* Owned and managed all customer communications or escalations pertaining to new install orders. Managed service activation of customer’s orders from order entry through, test and turn-up, service acceptance and billing. Communicated order status in a timely manner to customers via conference call, emails and phone calls. Had authority to deviate from defined processes to ensure customer satisfaction and revenue recognition.

* Initiated and tracked the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests. Which included but not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. Also provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.

* Proactively coordinated with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition. Consulted with sales, sales engineering and downstream organizations to ensure factory supportability and obtain assistance with answering any customer inquiries regarding the company’s network and service offerings.

* Was a subject matter expert (SME) in the customer care organization with regards to functions, processes, new design and/or products? Provided coaching, training, mentoring to direct reports and peers within the customer care organization. Provided feedback, input into developing, implementing and evaluating processes, systems and procedures to achieve annual goals, objectives and work standards.

* Owned and created service delivery and service management performance review presentations. Collected and interprets service performance root cause analysis and corrective actions. Updated project status weekly/ monthly bases depending upon customer requirements and their schedule. Project status was delivered via electronic presentations or in meetings.

* Responsible for effective and proactive pre-sales engagement which includes product compliance, ensuring factory supportability and solutions definitions.

* Collaborated with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers were portal enabled which included owning and directing the process for implementing updates of customer’s information hierarchies within the portal.

*Conducted first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services.

David Holloway

404-***-**** ************@*****.***

Career Track, Continued

Hollo-west Properties LLC

Founder and General Manager 2005-2008

Directed the acquisition of commercial and residential properties in three states; GA, CA, NJ for a $10M real estate portfolio. Negotiated and prepared contracts for leases and purchases. Hired and supervised 3 party contractors. Partnered with mortgage companies, attorneys, real estate agents and appraisers to facilitate timely transaction in the market place.

Cisco Systems

Senior Program Manager-IT 2003-2005

Collaborated with clients and executive teams to define project requirements and translate business objectives into tactical plans. Implemented ERP/VoIP/Remote Access/Wireless/VPN/Video-Teleconferencing projects from design, development and delivery of solutions for internal clients, participated in contract preparation and negotiation. Guided cross-functional teams through the SDLC, including development, testing, and production of the ERP system. Experienced with planning, designing and executing datacenter consolidations, relocations, and migrations as required. Hands on experience with planning, designing, building and out-sourcing new and existing datacenters. Ability to perform infrastructure discovery, assessments and provide technical solutions. Holistic understanding of the interdependencies of data center functions, processes, systems and technologies. Consolidation project experience in Server/Storage Platform Technologies such as; (Unix/Wintel/MVS - HP/Sun/IBM etc., SAN/NAS including Hardware & Software (EMC/NetApp/Sun/IBM/HP etc.). Server/Datacenter Total Cost of Ownership (TCO). Datacenter/Server Operational Components (Monitoring, Management, etc.). Asset Management (Experience with tools/process) Other Technologies (VMware, Virtualization, etc.). Facilities Management (Power, HVAC, Hard Wire Topologies, etc.). Sales/engineering support for technical proposals. Monitored budgets and the contract lifecycle. Reviewed POs and tracked hardware and software inventory. Provided sales support and technical consulting.

Senior Manager-IT 2002-2003

Oversaw all operations related to the design, installation, and provision of services for infrastructure systems, including a $10M LAN/WAN, fiber optics, voice, data, video, and wireless networks. Controlled a department budget of $50M. Prepared enterprise management reports. Participated in departmental strategic planning activities to ensure profitability; instituted processes and procedures to drive return on investment. Hired, supervised, and evaluated staff. Provided sales support and technical consulting.

Manager-Circuit Provisioning 2000-2002

Provided cross-functional direction across Level 3 leadership teams to facilitate consistent communications on issues related to development functions in the architecture, network, product, and engineering groups. Defined strategic direction for the remote access/VPN to support company business objectives and goals. Instituted use of vendor scorecards to measure and increase operational effectiveness. Established troubleshooting processes for the remote access support team to minimize impact to users and customers during outages and network events. Worked with ILEC, IXCs, CLECs, and hardware vendors.

US South Communications

Director 1999-2000

Defined organization goals, vision and administered $25M operating budget. Managed daily operations, while leading a ten-person team in network design, engineering, and implementation.

David Holloway

404-***-**** ************@*****.***

Career Track, Continued

Intermedia Communications

Senior Operations Manager 1996-1999

Provided leadership to a newly created department. Managed daily activities for testing design and production assemblies. Controlled a $35M operating budget. Established a process to provide incentives to a design organization that created testable and manufacturable circuit designs. Oversaw new installs and trouble resolution. Supervised 60 personnel throughout the southeast region. Addressed staffing and training issues within the operations and test areas.

Served in the US Marine Corps Reserves, 1993-1999

Education

Certificate in Telecommunications Management, Stevens Institute of Technology

Bachelor of Science in Electrical Engineering Technology, Thomas Edison State College

Associate of Science in Electronics, DeVry Institute of Technology

Technical Summary

Telecommunications LECs, CLECs & IXCs ISPs & ASPs SUN Red Hat IBM Fiber Optics ATM

Dell Servers Cisco Switches & Routers F5 Networks Veritas Foundation Suite Microsoft EMC

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