Providing Professional Services consulting to help companies build project delivery capabilities and solve strategic problems.

Managed and directed all aspects of services delivery for company's Enterprise Key and Certificate Management (EKCM) and PKI solutions for the Western US, Western Canada, and Asia Pacific, including business development, SOW creation, project delivery, and partner management. Opened and managed the Asia Pacific region for Professional Services and partnered with Sales to land the first APAC deal with National Australia Bank.Doubled team size in one year.Drove… Show more Managed and directed all aspects of services delivery for company's Enterprise Key and Certificate Management (EKCM) and PKI solutions for the Western US, Western Canada, and Asia Pacific, including business development, SOW creation, project delivery, and partner management. Opened and managed the Asia Pacific region for Professional Services and partnered with Sales to land the first APAC deal with National Australia Bank.Doubled team size in one year.Drove re-architecting of delivery methodology using repeatable processes and re-usable templates to create a selection of fixed price packaged offerings and more precisely scope new engagements resulting in improved project margins.Built and rolled-out services partner training, enablement, and certification program creating the framework to enable the Professional Services Partner ecosystem to scale.Customer list: Bank of America, Citibank, Charles Schwab, First National Bank, National Australia Bank, Cigna, AT&T, HP, Deloitte, Microsoft, Home Depot, Walmart, Starbucks, USAA, Boeing, United Airlines, Cardinal Health, Purdue Pharmaceuticals, Blue Cross Blue Shield. Show less

Oversaw and managed all delivery elements for $10M in Services projects and coordinated over 30 resources in delivering workflow based enterprise application for online permitting and licensing to state and local government agencies for large scale implementations of $1.5M+.Responsible for all project metrics including revenue, margin, resource utilization, etc, and meeting targets and budgets. Hit forecasted revenue targets for every project in every quarter.Matrix managed… Show more Oversaw and managed all delivery elements for $10M in Services projects and coordinated over 30 resources in delivering workflow based enterprise application for online permitting and licensing to state and local government agencies for large scale implementations of $1.5M+.Responsible for all project metrics including revenue, margin, resource utilization, etc, and meeting targets and budgets. Hit forecasted revenue targets for every project in every quarter.Matrix managed project managers, architects, field consultants, and trainers on concurrent projects with multiple customers.Teamed with sales on business development to win multiple $1M+ bids.Took over substantially over-budget $1.5M fixed-price project and turned around the relationship with customer; negotiated a new agreement with customer to convert project to time and materials that ensured project profitability and customer satisfaction.Customer List: State of Montana, City of Denver, City of Oakland, City of Berkeley, and City of Lincoln, NE. Show less

Recruited by the CEO of this 15 person early stage company to direct all services operations, product development, and software solutions for Interactive Voice Response (IVR) systems, Advanced Speech Recognition (ASR), Computer Telephony Integration (CTI), and other Call Center and telecom technologies. Oversaw with P&L responsibility a team of ten consultants and contractors.Lead adoption and rollout of first services automation tool (Tenrox) within one month of hiring to support… Show more Recruited by the CEO of this 15 person early stage company to direct all services operations, product development, and software solutions for Interactive Voice Response (IVR) systems, Advanced Speech Recognition (ASR), Computer Telephony Integration (CTI), and other Call Center and telecom technologies. Oversaw with P&L responsibility a team of ten consultants and contractors.Lead adoption and rollout of first services automation tool (Tenrox) within one month of hiring to support improved project tracking, revenue forecasting, and more accurate forecasting of cash flow.Created packaged service offerings to replace one-off custom SOWs, providing for quicker sales and more efficient project delivery. Successfully directed and oversaw 50+ annual project deliveries including project budgets, margins, and customer satisfaction.Worked with partners to subcontract 100% of project delivery based on expertise and available staff resulting in savings on staff costs and expedited project delivery.Customer / Partner List: AT&T, Verizon, Avaya, Voxeo, Symantec, Kaiser, National Oceanic and Atmospheric Administration (NOAA), State of Oregon, City of Pasadena, Colorado Springs School District, Florida Power & Light, Rom-Telecom, Wisconsin Physicians Services, Allegheny Power, Chattanooga Electric Power Board, Keith Smith Company, Bio-Rad, Portland General Electric. Show less

As part of core founding team of 20, was successively promoted and oversaw the growth of global services operations to a team of 30 Consultants, Developers, and Project Managers, including four management reports for this provider of enterprise software security products that expanded to 350 employees and $60M in sales. Won multiple team awards for outstanding service. Directed teams delivering product customizations, integrations, field implementations, and training services to a… Show more As part of core founding team of 20, was successively promoted and oversaw the growth of global services operations to a team of 30 Consultants, Developers, and Project Managers, including four management reports for this provider of enterprise software security products that expanded to 350 employees and $60M in sales. Won multiple team awards for outstanding service. Directed teams delivering product customizations, integrations, field implementations, and training services to a global customer base.Built rapport, buy-in, and agreement with customer stakeholders at all levels from consultants to C level to align business and project goals, resolve escalations, and scale solutions to future needs. Built from start-up and seamlessly integrated and managed off-shore development teams in Sofia, Bulgaria and an acquired team in Bangalore, India resulting in reduced costs and increased margins with zero impact to in-process customer engagements.Grew Services revenue 25% in two years with sustained 20% + profit margin, while overcoming flat product sales, through process improvements and packaging.Customer satisfaction surveys showed Professional Services consistently exceeded expected results and industry standards.Partnered with sales on business development, including multiple $1M+ deals for the most strategic enterprise customers. Spear-headed the take-over by Professional Services of the secure messaging product whose support was discontinued by Engineering and Product Management resulting in the continuance of a $1M per year income stream.Customer list: Bank of America, Citibank, Wells Fargo, US Bank, American Express, Visa, JP Morgan Chase, Experian, Wachovia, MetLife, Pitney Bowes, UPS, Costco, Safeway, Johnson & Johnson, Blue Cross Blue Shield, Cardinal Health, Healthnet, VSP, Humana, Stanford Medical Center, UCSF Medical Center, USPS, Federal Reserve, Dept of Defense, Dept of Justice. Show less

Team Lead on development of Nortel’s Advanced Contact Center and ACD applications.Developed interface for Nortel’s CTI offering (Meridian Link), and partnered with IBM, HP, and DEC in developing CTI applications leveraging the interface.Team Lead on development of Nortel’s advanced Contact Center / ACD Intelligent Call Routing platform, providing for call handling, treatment, and routing logic to be implemented through a simple scripting language.Developed original… Show more Team Lead on development of Nortel’s Advanced Contact Center and ACD applications.Developed interface for Nortel’s CTI offering (Meridian Link), and partnered with IBM, HP, and DEC in developing CTI applications leveraging the interface.Team Lead on development of Nortel’s advanced Contact Center / ACD Intelligent Call Routing platform, providing for call handling, treatment, and routing logic to be implemented through a simple scripting language.Developed original Meridian 1 PBX skills based routing functionality for ACD agents. Show less