Enterprise IT and BPO Services Client Executive
Resume:
Core Competencies
Executive Operational Leadership
Articulating Vision
Training Program Development
Quality Improvement Initiatives
Budgeting and P&L Management
Strategic Organizational Planning
Operational Effectiveness & Efficiency
Leadership Team Development
Performance Improvement Programs
Information Technology Management
Effective Leadership Communication
Client Relations & Development
Executive Leader in Information Technology
7202 Brentfield Drive, Dallas, Texas 75248
************@*****.***
https://www.linkedin.com/in/rustydworkin
Professional Experience
Adaptable and forward-thinking Executive Leader, specializing in the IT and telecommunications industry with over 30 years of leadership experience. Possesses extensive domestic and international expertise in service development and delivery, client relationship management, global process management, Lean service processes, best practices, conflict resolution, and global team leadership. Utilizes effective leader communication skills to interact with vendors, recruit and nurture talent and negotiate contracts. Implements innovative solutions to dramatically cut costs, simplify processes and drive revenue growth. Seeking an executive leadership position in strategic operations. AIG Fort Worth, TX
Vice President, Network Services Business Operations 2014-2016 Led a team responsible for all business management processes for the IT network services organization. Produced financial forecasts and managed network inventory data. Performed circuit provisioning, TEMS, internal charge-back processes, vendor governance, monthly operational reporting, and executive provisioning escalations. Established global refresh process for poorly-documented inventory. Worked with internal teams and vendors to discover and document inventory, develop database environment, and define life-cycle management process. Created a monthly vendor governance program for six key vendors to improve supplier relationships and put focus on operational issues.
Simplified charge-back, provisioning, ticket handling, and administrative processes to accelerate speed-to-market and improve business relationships.
Collaborated with large business unit to drive over $2M in network cost from unit’s P&L.
Improved accuracy of charge-backs to reduce charge-back disputes. Trinity Industries Dallas, TX
IT Service Manager 2013-2014
Oversaw, planned, and delivered IT service management (ITIL) best practices processes and lead IT service transformation. Hired, trained, and managed a small team comprising business analyst, change managers, and contract manager. Negotiated and managed IT contracts and vendor relationships. Researched and documented complete reference model for ITSM best practices for service transformation, service operation, and continual service improvement.
Saved over $1,000,000 on contract run rate in first year of execution through effective hiring of staff.
Produced ITSM transformation road map to go from level-one and two maturity to level-three in two years.
Implemented key best practices for contract and vendor management to reduce YOY cost and improve supplier quality of service.
HP Enterprise Services (EDS) Dallas, TX
Senior Leader, Carrier Governance and TEMS Service Management Services 2006-2012 Asked to lead effort to in-house circuit delivery processes following decision by MCI WorldCom and EDS to sever that portion of the global agreement. Recruited new providers; growing the business. Developed new global provisioning team and launched internal service delivery for over 700 circuit orders per month, within 90 days. Successfully implemented and oversaw all global carrier management functions and personally handled CxO level escalations to achieve consistently high delivery success rates for EDS’ largest global clients. Led documentation of requirements for global standard order management system and implemented Lean processes to achieve superior provisioning team productivity. Managed all facets of service order fulfillment and client TEMS outsource services, including vendor delivery, problem resolution, client escalations, and contract management. Led global teams of over 60 dedicated and matrix resources in Europe, India, South America, and U.S.
Reduced client and carrier escalations by 95% in 1st year.
Reestablished network service order provisioning and TEMS service delivery team.
Optimized all order management processes to achieve best practice results to avoid more than
$10M in late delivery penalties.
<2% missed loop escalations.
Reduced bad order rate from over 50% to less than 5% in one year. Global Network Services Portfolio Manager Services 2002-2006 Asked by senior leadership to leave Sales position to refresh EDS network services portfolio to incorporate and achieve significant objectives included in the managed services annual spend contract with WorldCom.
Supported contract negotiation for managed service agreements and led a team of offering managers that refreshed all services documentation.
Led marketing campaign to coincide with sales efforts to achieve minimum annual spend commitments.
Developed campaigns and assisted sales teams with solution presentations. Director, Sales, Independent Telco Market 2000-2002 Recruited to launch service bureau sales in independent telco and wireless carrier market. Managed national sales team comprising five sales primes.
Exceeded sales targets in each year as individual sales profession.
Exceeded sales targets in each year as national sales manager.
Redefined the service basis for delivery in coordination with account managers, delivery executives and board.
Senior Sales Executive,
Independent Carrier and Wireless Billing and Roaming Settlements Services 1998-2000 Professional Experience
Thunderbird School of Global Management Glendale, AZ Master of Business Administration, International Management and Finance 1982 University of Texas, Austin Austin, TX
BBA with Honors, Marketing and International Business 1981 Lean Six Sigma Green and Black Belt Training
Executive Value Identification, EDS
Project Management, MCI
Relationship Management, EDS
Sales Management, EDS
Education and Certifications
7202 Brentfield Drive, Dallas, Texas 75248
************@*****.***
https://www.linkedin.com/in/rustydworkin
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