Ken Poulin

** ******** ***** ******, ** ***** (c) 339-***-**** ad0ajy@r.postjobfree.com

Professional Profile

Operations Service and Support IT

Innovative senior-level technology and operations executive and leader with global technical, business, and financial experience in Domestic and International arenas. Experienced in managing technical and production staff to deliver consistent results; build effective teamwork; drive a high-performance, positive environment and strong working relationships with all levels of the organization. Comprehensive and in-depth knowledge in Operations, driving customer satisfaction and successful project management of process and profit improvement initiatives. Significant experience creating and executing corporate directives, policies, and procedures.

Career Highlights

Drove Telecommunications Expense Audits on Fortune 1000 Customers securing over $50M in recoveries

and $400M in optimizations. (Point5 Managed Services, LLC and Profit Enhancement Services, Inc.)

Led contract negotiations with Telecommunication and Internet Providers to resell Connectivity Domestically and Internationally for Voice and Data Services. (Point5 Managed Services)

Led Team to analyze, document and continuously audit and track the Disaster Recovery readiness and Business Continuity Planning effort. (EnvoyWorldWide, Inc.)

Developed, documented, and implemented the Security Policies and Procedures for the Organization. Security Program audited by 16 of 20 Top Financial Companies for Best Practices. (EnvoyWorldWide, Inc.)

Renegotiated operational contracts of $2.5M for actual usage versus prior commitments providing savings of $1.2M. (EnvoyWorldWide, Inc.)

Planned and completed move to new Data Center without any interruption of service and reduced annual budget over 40% in 3 years. (EnvoyWorldWide, Inc.)

Initiated Direct Measurement of Quality Metrics for Performance, Availability, and Reliability. Led effort to successfully increase the site availability from 99.0% to 99.99% within 3 quarters. (EnvoyWorldWide, Inc.)

Organized and led cross-functional team of internal and external individuals to resolve complex new product deployment problems resulting in securing largest single order in company history of $60M. (Boston Technology)

Carried out effort to resolve Vpro Hardware Qualification for the CSA certification avoiding International recall over $1M in 6 months. (Voice Control Systems, Inc.)

Core Competencies

Leadership Team Builder Strategist

Profit and Loss Responsibility Customer Advocate Negotiations

Vendor Relationships Change Agent Project Management

Professional Experience

Point5 Managed Services, LLC. 2015 to 2023

Network As A Service & Communications Consulting Services

Executive Vice President, Professional Services

Drove telecommunications expense audits on enterprise customers securing over $20M in recoveries and

$150M in optimizations.

Negotiated carrier agreements and renewals with Type I and Type II Providers in order to deliver Voice

and Data Services to Customers.

Managed project teams and support effort to deploy new telephone systems and data network replacement

services.

Developed and maintained strong business relationships with the Providers and Customers.

Audited new billing from Providers in order to process for payment or dispute if needed.

Profit Enhancement Services, Inc. 2008 to 2015

Telecommunications Expense Management

Senior Vice President, Client Retention and Enhanced Services

Drove Telecommunications Expense Audits on Fortune 1000 Customers securing over $30M in recoveries and

$250M in optimizations.

Led Request for Proposal process for customers providing an annual savings of 30 – 40%.

Developed standardized implementation methodology for new customers reducing the in-service time by 75%.

The improvement increased annual revenue by 40% each year.

Organized and led cross-functional team - to deploy new technology solutions across an Enterprise customer to

reduce telecommunications expenses by 30 – 40% per year.

Managed contract negotiations with Customer Legal Team and Telecommunications Provider to generate

Industry Best Practices and Benchmarked rates from Customer Base.

Varolii Corporation (EnvoyWorldWide, Inc. acquired by PAR3) 1999 - 2007

International Communication Solution Provider (SaaS). $65M in Revenues.

Vice President, Operations & Chief Security Officer (2000-2007)

Directed all aspects of Global Operations, IT, Security, Application Engineering, Customer Support and Quality Assurance.

Renegotiated operational contracts of $2.5M for actual usage versus prior commitments providing a savings of $1.2M.

Planned and completed move to new Data Center without any interruption of service and reduced annual budget over 25% in 3 years.

Reduced the production and delivery of the monthly billing reports from 10 business days to 1 day for over 300 partners resulting in immediate invoicing each month expediting payment by 25%.

Initiated Direct Measurement of Quality Metrics for Performance, Availability, and Reliability. Led effort to increase the site availability from 99.0% to 99.99% within 3 quarters.

Developed, documented, and implemented the Security Policies and Procedures for the organization. Security Program audited by 16 of 20 Top Financial Companies for Best Practices.

Director/Manager of Service and Support (1999-2000)

Built Support Teams to provide the highest level of Customer Satisfaction through a centralized service model, operational efficiencies, and continuous improvement.

Strengthened performance of a QA Test team by creating a portfolio of automated test scripts that reduced the test time by 20% and eliminated prior customer experienced defects.

Voice Control Systems, Inc. (Acquired by Philips Speech Processing) 1997 - 1999

Speech Recognition Provider. $15M in Revenues

Director of Customer Support/Quality Assurance

Led worldwide customer support organization managing local, national and international staff.

Boston Technology (Acquired by Comverse Technology) 1995 - 1997

Voicemail Provider to Regional “Bell” companies. $250M Revenues

Manager, World-Wide Technical Assistance Center (1996 - 1997)

Operated Technical Assistance Center with $1.5M budget.

Key member of special projects team that created Corporate Operations Procedures for ISO9001 Certification.

Technical Assistance Center, Group Leader/Senior Technical Support Analyst (1995-1996)

Organized cross-functional team of internal and external individuals to resolve complex new product deployment resulting in securing largest single order in company history of $60M.

Other Positions Held:

Multilink, Inc. (Acquired by PictureTel) 1994-1995

Field Service Engineer

Visiplex/AIS 1993-1994

Technical Support Engineer

Davox Corp. 1986-1993

Quality Assurance Engineer

Education & Professional Development

Bachelor of Science in Information Systems UMass, Lowell

Associates Degree in Computer Engineering Technology Franklin Institute of Boston

References

Furnished upon request

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