Dwight Thacker Email & Phone Number

Global

• Provide end to end service delivery for Point of Sale (POS) and computing hardware. Remedial services are performed by NCR and authorized third party service providers.• Lead project management teams for National rollouts of various projects to include lane transformation and software rollouts.• Meet and exceed SLA attainment.• Effectively manage a $480M service delivery P&L• Successfully work with cross functional teams within NCR and their customers to deliver fanatical customer service.

Bentonville Arkansas

Lead Service Delivery and Customer Relation Management teams for Arkansas, Oklahoma and Kansas. Deliver high end service and support for enterprise level storage systems in Fortune 500 Companies. Integral part of the overall account team to provide the entire solution to Hitachi Data Systems customers storage needs.

Led the North America field services team to deliver residential and commercial enterprise services in installation and remedial services (break / fix) via an integrated partner network. Also lead partner retention and improvement team as well as a project management team and compliance

A leading provider of technologies, products and services for mobile communications worldwideDirector, Customer ServiceOversaw $30M global services operations of Motorola's single largest account, Wal-Mart; directed 34-member help desk, a 115-member repair depot, a professional services group of four, and a 105-member field service organization. Maximized $34M services revenue through establishment of SLAs, and effectively managed the business against those metrics.Grew service business 20% year over year through expansion of the portfolio of services; expanded service offerings to include a 24/7 help desk, professional services, third party service capability, and increase remote monitoring capability. Delivered $3.2M in additional services revenue by leading Wal-Mart Latin America into a centrally managed services arena by orchestrating channel partner services for repairs; successfully reduced down time from 2-3 weeks to 72 hours across 500 locations in Central America. Aligned the customer service organization to business needs and overall objectives, acting as the liaison with other functional areas; interfaced with the customer daily, developed individual and team capability, and drove continuous improvements that enabled entire organization to exceed customer expectations.

Sole propriotor and owner, Managed and successful ran all aspects of the business.

Houston, Texas, United States

Achieved 18% increase of top tier delivery channel partners and 32% reduction in low performance partners by deploying a global "Pay for Performance" program to more than 10,000 partners worldwide; focused on improving partner efficiencies in warranty reduction (27%), training, reporting, with an increase in customer and partner satisfaction.Increased the sales of HP branded packaged services by $47M in one year; played a key role in the development and deployment of HP Global Services channel Partner Network, a systemic process and streamlined business practice that allowed authorized service partners to sell and deliver HP branded services. Reduced warranty costs by 17%.

Dallas/Fort Worth Area

An early pioneer in small computing systems; acquired by Compaq in 1998; Directed overall business performance for the district including the management of $114M P&L; owned all aspects of expense control, human resource planning and management, quality of service delivery and customer satisfaction.Reversed a negative trend of declining services revenue of up to $8M annually and generated $6M in business in the first year. Initiated and launched third party maintenance (TPM) services. Developed new alliances with TPM delivery partners, planned field service training on TPM computing equipment, coordinated training logistics on third party parts management, led overall TPM strategy direction and execution.Won $11M in new business representing the company's largest third party maintenance service account, offset $7M in revenue decline due to aging equipment. Designed, executed and directed an innovative services strategy utilizing direct and indirect service components that included hardware, software and professional services.