Frank Mendes Email & Phone Number

Directly manages a team consisting of (3) Manager (18) Supervisors and (220) technical agents based in the US and Philippines in support of one of the largest customers Atos has today. Manages personnel schedules and on-call schedules in alignment with Atos business demands. Conducts employee performance evaluations, coaches, disciplines, as well as accountable for department budget. Works closely with the End User Systems team on related policies and procedures. Develops integrated procedures and systems utilized across all IT disciplines for problem and incident management. Monitors and measures customer satisfaction through surveys and other appropriate methods. Owns and manages the process of delivering consistent technology orientation to newly hired employees. Ensures support processes, documentation, and procedures are in place and tested for all new systems introduced. Promotes collaboration with the Technical Services Teams to enable total customer satisfaction. Develops and maintains quality relationships with appropriate client resources. Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in decision-making process.

Successfully transition my 3Com delivery team into a world class team within HP's delivery consultant organization this team covered the United States and Canada. During the past several years the team had to become focused on a new business model and learn new products/consulting protocols. Within this time the team had assisted on internal training to drive the training for our team and continue to drive revenue and utilization numbers. Focused the team to become a more focused Network Consulting team rather than a rack and stack team and drove focus around architecting, designing and implementing solutions for Data Center Consolidations and Transformations. The team continues to take on new projects teaming up with F5 and Blue Coat to increase skill sets. The current team now handles VOIP, networking, security and wireless for some of HP’s larger customers Fidelity, Procter and Gamble, Corning and USPS. Working to provide Pre-Sales support to the Pursuit and Sales teams to validate opportunities once they’ve been identified, and assisting with development of Statements of Work and RFP responses back to various customers

Successfully transition my team from one that had little accountability into a team that now focuses on delivering engagements on time, within scope and with profitably being a paramount objective. Team includes (4) Project Managers and (12) highly skilled engineers in VOIP and Data networks to serivce our large Enterprise Customers. To assist the team I added several new engineers to the review process for both the SAR review and SOW creation. The result is a reduced time-to-deliver and a cleaner delivery process overall.Quarter after quarter continues to manage a very large span of control of which all are remote home-office based employees that travel 90% of their available time. Regardless of the task, I work to instill a sense of worth, gain solidity and maintained morale for the entire team: no easy task. Continue to drive both utilization and profitability to a level that brought parity to the organization. Revenue wise, the team was successful at helping the region exceed our revenue target (103%) of goal.With 3Com entering back into the enterprise space, I have been succesful transitioning my team into an Enterprise delivery practice. Managing this process was not an easy task and within a rather short time frame now have 4 engineers that reached the H3CSE and 1 that has achieved Trainer certification. Within a very short period I had to refocuse my team to drive utilization and deliver profitable engagements. The results are visible and the impact to the region is reflected in the contribution margin turning profitable.

Responsible for allocating and monitoring resource requests, orchestrating critical response teams and documenting actions related to these events. As needs arise my involvement will be,Primarily responsible for providing technical and account management assistance and guidance to 3Com’s major accounts. Work closely with sales in evaluating customer and prospect needs. Work on complex problems where analysis of situations or data requires an in-depth evaluation Of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results which includes managing a highly skilled Field Staff and Account Managers that are deployed to critical customer issues

Managed the day-to-day operations of the Voice Solutions support team in support of 3Com’s NBX IP PBX, Call Center and Enterprise product lines. Responsibilities included budget planning, team development, developing support policies and crisis management.Work with Service Marketing and Education departments to develop new service offerings and education requirements for partners and resellers.Represent CSO in various cross-functional team environments and oversight committees.Member of product core teams responsible for determining product support requirements and supportability features.Ensure engineers met their individual productivity goals.Responsible for managing department Knowledgebase efforts

Managed the field support staff in the Boston region that included 15 field engineers. Responsibilities included daily operations, scheduling, hiring, training, inventory control, budgets, and new business development.• Grew a struggling region into the top ranked region in the country.• Managed network installs and upgrades which included all phases of implementation.• Decreased all target response times, increased first call completion, Field Engineer utilization, by coaching and educating Field Personnel on policies and procedures in turn increasing revenue. • Instituted preventative maintenance programs and coached and educated field personnel on policies and procedures and communicated response time targets. Training resulted in an increase in first call completions, decreased response time and measured field engineer utilization.• Cross-trained Field Engineers on LAN technology and internetworking. Training resulted in major decrease in on-site repair time.