Responsible for all post-sales activities. This includes order acknowledgement, client management, inventory, order fulfillment, shipment, support and repair services. Also responsible for full NPI operations, prototype to production transition, vendor management and supply chain. Directly reporting to President & CEO. General Admin for Netsuite ONE World. Office in Canada and India, significant vendor segment in China.Negotiated key contract for Invixium to have Gorilla Glass 3 moments after provider fulfilled their tier 1 client obligationConduct overseas trips to set-up supply chain from scratch, Engage factories to regionally cooperate in generating a custom Cap-Touch LCDSet-up custom solutions for cables allowing for company branding integrated to all end caps and plastics, including custom cable terminationSet-up all logistics and lanes between factories to reduce customs cost and shipping charges Successfully launched 3 product lines with multiple SKU’s from concept to production, shipping in 8 months crossing all variantsStart-up budgeting; generating and executing to an extraordinarily tight budget down to the pennyTight project management, using Microsoft project, executing to a rapid time to marketSupport activities are consistently measured with first contact human reply and actual resolution within one business day Continuously reduce BOM cost through aggressive negotiation and renegotiation

Enterprise Access Division; a $23M division of L-1, and its related Supply Chain, Order Fulfillment, Support & Service operations, NPI and Client Training programs. Products sold and supported by this division included in-house developed and engineered Biometric Access Control products for Fingerprint and 3D Facial security modalities. Managed several distinct teams and reported to COO. Teams located in Hong Kong, Canada, USAConvinced senior leadership based on fact based figures to implement a training program including the hiring of a dedicated Training coordinator for educating partners on best practices; also resulted in massive reduction in employee orientation through internal training program from 3 weeks (observation training) to 3 day hands-on monthly offerings. Implemented visual metrics, having call activity displayed on-screen in main hallway for entire company to view “live.”Complete redesign to the support operations to align it with sales objectives, contacts and goals rather than operating as an “island” in the company; switched cost center to profit center in 8 months – launched into SalesForce, renegotiated CRM contract to add 12 agents for cheaper overall cost than original contractLaunched 4G Lite Station product line successfully through NPI to shipmentTransitioned production packages to acquiring company professionally and managed cross functional teams during transition effortsBudget management of $9.6M per annum, full personnel management all phases

Bioscrypt was publicly traded under BYT on the TSX, offering identity management and physical access solutions via Biometric Access control. Sold for $44M to L-1 Identity Solutions. Integrated to key military facilities and fortune 100 companies in the US and Canada. Reported to VP Engineering. Support team located in Canada, Switzerland, USACompletely rebuilt department following a review as Interim - Director, Customer Service, permitted to make all necessary changes to resolve customer service issues.Altered repair strategy to localize to key partners per continent offering six repair centers instead of one, significantly reducing repair cycle time from months to 72 hrs. at all partner sites, per enforced SLA’sPersonally visited escalated client site failures to provide resolutions throughout the US, Canada & PanamaReviewed repair pricing for out of warranty product and identified negative gross margin sales, resolved all repairs to standardized pricing model and ensured 52%+ Gross Margin on all repair sales Used call drop rate, FTA, wait time metrics presentation to triple personnel in Technical Support for better SLA compliance and service profile

Created a team within the organization dealing with client backlash from significant bug escapes into the field via firmware and software products. Generated escalation path for Technical Support agents into engineering, validating and resolving cases deemed Tier 2 or Tier 3 from first level agents based in California and later Canada. Translated issues between engineering and clients. Developed resource that became Team Lead, QA within 8 months