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Dynamic, motivated, and results-driven Senior Level Technical Management Professional with a proven track record of leading strategic process improvement, high level client relations, and complex technical consulting guidance to support services delivery for a broad based clientele in the computer industry. Exceptional project management and tactical leadership skills with a history of influencing significant increases in customer satisfaction indicators, staff performance and revenue results. Core competencies include:
Optimization of Productivity Levels
Client Relations/Pre/Post Sales Support
Define Measurement Metrics/Benchmarks
Overcome Complex Technical Issues
Bid Processes/RFP/ Negotiations
Project Management/Team Leadership
Employee Training/Performance Management
Six Sigma Competencies
Define Services Delivery Models
1996 to Present: NCR Corporation
2007 to Present: Deployment Services Center Manager (West Area)
Provide day to day leadership and oversight for a staff of 20 to 45 resources tasked with deploying hardware and software solutions across a broad range of industries; successfully manage 1 to 60 projects per day.
Spearhead the reorganization of the Implementation Coordinator role and create a multi-tiered model to optimize performance results; reduce labor costs by 40% and increase team utilization metrics, while delivering increases in customer satisfaction.
Develop and implement standardized procedures in managing National Account IC s; significantly impact increases in customer satisfaction indicators, and create process to capture data allowing for the identification of common customer service failures.
2004 to 2007: Operation Director C First Level Technology
Managed 13 First Level Managers and 340 Technicians providing 24 by 7 support for retail and financial industry clients; enhanced same day response results, and increased next business day contract agreements.
Drove operational metrics, studied root cause analysis and deployed action plans to effectively resolve common issues; implemented well-received incentive programs to drive employee retention, morale and performance results.
2000 to 2004: Director, Subcontracted Services C The Americas
Spearheaded the development and deployment of a new subcontracted services program; developed internal infrastructure to support program objectives, and oversaw implementation across US, Canadian, Mexican and South American Markets.
Developed all program protocols including; deployment tracking, PO Creation, Statement of work, Invoice receipt and payment, and contributed toward ensuring Sarbanes Oxley compliance goals.
Negotiated and resolved contract issues, contributed toward marketing and sales support, and developed a single source services solution for the customer.
Maintained accountability for a $60MM annual operations budget and supported ongoing process improvement initiatives to optimize program success.
1998 to 2000: Assistant Region Manager C Kansas City Region
1996 to 1998: Territory Manager, Kansas City
Education and Professional Development
Associate Degree in Electronics - Mankato Area Vocational Technical Institute
Computer Science Studies - Southwest Missouri State University, Springfield MO
Labor Relations Conflict Management Finance Quality Leadership Process Performance Management Process Customer Relations and Communications Contract Negotiations
Vendor Management Six Sigma Green Belt/ Continuous Improvement Process
Rockwell International s Building Dynamic Teams
High Performance Systems, Inc. High Performance Teambuilding
Dale Carnegie s Human Relations and Public Speaking
Key Member - Six Sigma Team to Decrease Sales Cycle for ATM s and Key Member - Evaluated New Services Delivery Model
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