Brian Berube Email and Phone Number

Managed the life cycle Service portfolio for Dept of Defense customers (USMC and USAF) in accordance with Federal Acquisition Regulation (FAR) requirements. •Collaborated with sales, service, and engineering supporting pre-sale and post-sale efforts delivering complex, enterprise public safety communications systems. •Provided voice of customer (VoC) input to build organizational consensus ensuring mutual interests were addressed in the proposed solution. •Authored customer proposals for managed service solutions, ensuring services met contracted requirements while highlighting MSI's competitive advantage. •Subject Matter Expert (SME) developing managed services responses to request for proposals (RFPs) and request for information (RFIs). •Managed service delivery for 24x7 customer support ensuring SLA contractual requirements were met or exceeded.

Service Operations Manager for New Mexico and Southwest Texas. Drove service delivery for over 40 state and local government public safety accounts via multiple channel partners. * Increased service revenue 166% over a three year period by conducting regularly scheduled customer meetings, co-developing responses to request for proposals (RFPs), partnering with sales to create exciting value propositions, and identifying channel partner training requirements. * Converted 62% of targeted competitive accounts (15/24) into new service contracts from 2014-2015. * Negotiated service level agreements (SLA's) and operational level agreements (OLAs) between Motorola, channel partners and clients, meeting state requirements for federal grant funding. * Drove customer satisfaction by delivering on key product indicator (KPI) initiatives. * Developed software maintenance upgrade schedules and statements of work (SOWs), obtaining customer acceptance prior to delivery.* Directed customer incident management process and managed issue resolution through completion. Exceeded annual SLA response requirements for Tier I, II, and III support plans from 2013-2016. * Performed pre-sale site surveys for low-voltage cabling, UPS sizing, and R56 grounding requirements; documented recommendations for customer specific applications.

Ran field quality operations for numerous city, state, and corporate accounts. Resolved highly visible customer issues and responded to customer feedback. Drove improvements in customer satisfaction and loyalty.* Instituted customer scorecards for key business accounts worth over $500M in Phoenix AZ, Denver CO, and Houston TX, growing relationships into trusted partners. * Managed flow of internal and external communication and developed risk mitigation/cost containment plans. * Exceeded annual traditional Cost of Poor Quality (CoPQ) goals by a factor of two times managing the regional warranty replacement process and providing supervisory approval for replacement orders. * Managed annual customer perception survey for the region. Analyzed Voice of Customer (VoC) feedback, developed actionable items, and published customer/product improvement initiatives to Motorola's user community. * Reduced average service resolution cycle time backlog 75% by managing weekly internal/external status calls and ensuring systemic defects were tracked through the software development lifecycle. * Implemented cross-organizational incident management processes into MSI's Enterprise business operations (formerly Symbol Technologies). * Co-developed a business case for MSI's Enterprise business (formerly Symbol Technologies) identifying improvement opportunities in customer TCO which drove the implementation a business-wide battery refresh program. Achieved a first-year revenue increase in excess of $1.6M across multiple retail accounts.

Established Motorola's product development lab operations in Scottsdale and Chandler AZ. Supported engineering efforts related to the Association of Public Safety Communications Officials (APCO) Project 25 system architecture.* Delivered enterprise level hardware / software integration support for multiple diverse applications such as Solaris, HP-Unix, MS Windows, Cisco and Motorola transport equipment (LAN, WAN, T1/E1, Ethernet and Fiber), meeting release schedules for New Product Introduction and software maintenance upgrades. * Developed and managed annual CapEx budget plans and equipment procurement schedules.* Led project management activities in relocating development operations from Scottsdale to Chandler AZ, while optimizing network utilization for minimum downtime, completing on time and on budget.* Managed the Arizona facility shutdown; coordinating operations to redirect assets to multiple offshore design centers including disposition of hardware, depreciation scheduling, hardware lease cancellations, software license transfers, and prepared customs declarations for international shipments.

International assignment: Directed integration milestones (installation, test, and certification) of the Sydney Olympic Radio Network; a $40M, 17-site Motorola public safety communications system supporting event security, athlete logistics, and public mass transportation during the 2000 Summer Olympic Games. * Managed day-to-day activities of a diverse team of international installers, engineers, and 3rd party subcontractors, obtaining final customer acceptance three weeks ahead of schedule. * Delivered subcontractor performance ratings and mediated disputes ensuring the project remained on schedule. * Drafted statements of work (SOWs) and equipment change orders. * Provisioned 6,000 subscriber handheld radios and 600 mobile radios per International Olympic Committee (IOC) and Telstra requirements. * Developed a post system acceptance business continuity and risk management analysis that converted into a supplemental $1.2M service contract.* Awarded the Telstra Millennium Network Award for project management support.