Led and delivered Global Engineer Dispatch Services (EDS) for 373 end-customer contracts covering 5.6K installed sites across 4 regions and 36 countries. Exceeded on-site 2/4-hour SLA performance targets (97.5%) year-over-year supporting critical customer networks. Delivered $2.5M of EDS cost reduction and contributed $24M of annual services revenue in FY 2017. Provided oversight for 19 regional partners. Implemented 2 new offerings, contributing $1.4M of revenue in year 1.• Handled… Show more Led and delivered Global Engineer Dispatch Services (EDS) for 373 end-customer contracts covering 5.6K installed sites across 4 regions and 36 countries. Exceeded on-site 2/4-hour SLA performance targets (97.5%) year-over-year supporting critical customer networks. Delivered $2.5M of EDS cost reduction and contributed $24M of annual services revenue in FY 2017. Provided oversight for 19 regional partners. Implemented 2 new offerings, contributing $1.4M of revenue in year 1.• Handled Global Partner Rationalization for Field Services, ensuring company had right mix of EDS partners to meet current and future needs.• Managed global governance, delivering consistent methodology for new partner on-boarding, quarterly operations and business reviews, metrics, and trend reporting.• Developed global standardization and automation of processes and systems, guiding IT development to meet business delivery needs and customer requirements. • Improved field quality and best practices by working in cooperation with Learning Team to develop and establish mandatory partner training.• Established methodology to measure and track global profitability throughout customer life cycle, improving renewal rates and pricing.• Drove customer experience through collaborative engagement, training, and innovations councils with service partners.• Grew current installed customer base and fostered new business growth in CALA and APAC, traveling to offices and educating local staff, offering sales collateral, and sharing examples of customer success stories. Show less

Transitioned back into former Field Services role with 250% increase in volume, installed base, and spend resulting from MEN acquisition.• Accepted additional responsibility for EMEA Field Services, focusing on strategic partner relationships, driving cost reductions, and improving margins.• On-boarded new full-time staff to support post acquisition related activities, drive operational consistency and meet performance SLAs.• Managed and transitioned EMEA business from… Show more Transitioned back into former Field Services role with 250% increase in volume, installed base, and spend resulting from MEN acquisition.• Accepted additional responsibility for EMEA Field Services, focusing on strategic partner relationships, driving cost reductions, and improving margins.• On-boarded new full-time staff to support post acquisition related activities, drive operational consistency and meet performance SLAs.• Managed and transitioned EMEA business from regionally-operated environment to global organizational model. Show less

Accepted management appointment to take on temporary assignment as Services Integration Prime supporting Nortel / MEN acquisition. Supported 6 earlier company acquisitions between 2002 – 2008 while maintaining existing role.• Phase 3 Integration Prime (Optimize and Grow): Recommended future best operational practices and continuous improvements for future growth.• Phase 2 Integration Prime (Consolidation and Stabilization): Transitioned and on-boarded internal resources, service… Show more Accepted management appointment to take on temporary assignment as Services Integration Prime supporting Nortel / MEN acquisition. Supported 6 earlier company acquisitions between 2002 – 2008 while maintaining existing role.• Phase 3 Integration Prime (Optimize and Grow): Recommended future best operational practices and continuous improvements for future growth.• Phase 2 Integration Prime (Consolidation and Stabilization): Transitioned and on-boarded internal resources, service partners, business tools and processes required for customer retention and business continuity.• Phase 1 Integration (Adopt and Go): Pre-acquisition discovery of critical service related support functions, including internal/external resources, processes, tools, and data. Show less

• Co-developed and implemented 1st Network Operations Center (NOC Services).

• Established 1st Technical Support IVR application globally (Apropos).• Launched 1st Customer Entitlement Tracking System (Proprietary).• Implemented 1st Technical Support Intranet Site (Proprietary).• Co-Launched Engineer Dispatch Services (FLM) in North America.• Participated in RFP for Global Services Partners (GTS, FLM & Call Center).

Manager of Technology Services: Voice Engineering, Ops and Support, Help Desk Services, Call Center Technology Subject Matter Expert

Responsibilities included: managing, planning, budgeting, contract negotiations, engineering all aspects of voice and data network operations for Citibank Maryland. Managed and provided technical expertise to the voice and data analysts. Managed a 24/7 help desk. Call Center Technology Subject Matter Expert January 1990 - July 1992 Telecommunications System Manager, AVP - CitibankJuly 1988 - January 1990 Sr. Telecommunication Analyst, Bank Official - CitibankApril 1996… Show more Responsibilities included: managing, planning, budgeting, contract negotiations, engineering all aspects of voice and data network operations for Citibank Maryland. Managed and provided technical expertise to the voice and data analysts. Managed a 24/7 help desk. Call Center Technology Subject Matter Expert January 1990 - July 1992 Telecommunications System Manager, AVP - CitibankJuly 1988 - January 1990 Sr. Telecommunication Analyst, Bank Official - CitibankApril 1996 - July 1988 Jr. Telecommunications Analyst, Bank Official - CitibankMarch 1985 - April 1986 Communications Analyst, Staff position – Citibank Show less

Responsible for writing and submitting Long distance tariffs to the Public Utility Commission in each of the organizations operating states throughout the US, analyzed and recommended alternative long distance services and private lines for network coverage, quality and cost effectiveness.