Providing technical IT Project & Program management, Deployment and IT Support Services.

Directed the IT/Facilities Site Services teams to deliver IT Network and managed professional services for all Planet Home Lending office facilities.Directed and implemented all IT Infrastructure and network projects for all facilities including:o IDF/MDF Room upgrades and wiring buildoutso Installation of all network gear (routers, switches, access points IP security, IP Cameras, VOIP, etcUpdated, augmented and operationalized new “Office In a Box” deployment program to meet new business division expansion strategy. Expanded Outsourced IT Vendor program to scale IT Infrastructure projects (Openings/Closures/Retrofits)Negotiated/implemented new broadband services provider to reduce accounting team costs with Single payer solutionImplemented and deployed new camera security platform to replace limited legacy system. Implemented new backend network infrastructure solution saving $20k per month.Established new Managed Print Services program saving $10k per month.

Directed the IT Infrastructure, IT Service Management, Asset Management and Operations teams to deliver Managed Network & Service Desk Support services.Developed, operationalized and directed a new Retail Office-in-a-box program for Stearns Lending to support Retail business division growth strategy.Negotiated and implemented new IT vendor contracts to support new initiatives needed to support IT Road map to fuel business needs and growth of the company.Oversight of 2MM budget to support new office openings/re-locations/closures and special project deploymentsAwarded the responsibility to transition the IT Service Desk team in Oct 2013 to improve service performance to the Stearns ancillary business units and user base.Transformed Service Desk team performance with newly developed mentorship and coaching program. Resulting in complete turnaround of customer satisfaction rating and high employee retention. Successfully managed and implemented new Web based CRM to enable support process automation and SLA delivery/reporting (replacing manual outdated shareware platform), Expanded and established new SLA and KPI’s to improve service delivery performance.Established new Call Center Solution standards for Service Management team that improved the support experience and report metrics capabilities.Directed and delivered new outsourced cloud based VOIP solution to replace site dependent PBX systems to support new office expansion. New VOIP program resulted in immediate flexibility and demand for company expansion and saving approximately $250,000 in deployment and setup costs annually.Established Managed Print Services program saving $15000 per month in toner and printing costs.

Directed the Broadband Provisioning, Implementation (Installation Support) Services and Materials Management teams to deliver the Managed Network Products & Services.Directed and executed large, 100% outsourced Internet-based branch, PCI Compliant network projects to Fortune 500 and Global 2000 companies.Key business owner on the Managed Network Services executive management team driving process improvements to Solution & Service plans used to drive new MNS business resulting in increased MNS division revenue from $22M to over $27M in one year in a severely downturn economy.Developed and implemented a variable cost model to the Installation Support operation resulting in improvement in time to market delivery of Managed Network Services products.Implemented/developed service order efficiencies with 3rd party software to automate processes increasing productivity by 55% for MNS CPC team to deliver MNS services.Developed and directed outsource program to 3rd party partners to successfully reduce risk from deployment business. Established offsite Inventory Asset Management and Depot RMA services to reduce operational overhead costs.Supervised 3 managers with 14 Service Delivery and logistics operations personnel located in the Irvine office and remotely managed broadband circuit provisioning services team of 10 members in Bangalore, India.Served 7 different CEO’s while employed with iPass Inc., GoRemote, Axcelerant Inc. and International Helfrich Ltd., demonstrating value and ability to work with different leadership and adapt to new organizations while consistently improving performance for customer service.

Directed the System Engineering and Customer Care / IT staffs to successfully scale the managed services business from 800 managed end points to 32,000+ managed end points.Implemented operating standards, business polices, processes, procedures and reporting that improved the performance of the Help Desk Services to meet the demanding Service Level Agreement (SLA’s) of customer base.Achieved 90% first call/first ticket resolution of service level agreements with over 15000+ monthly ticket volume.Key business owner in developing “White Label” product support policies/practices used to expand the managed business services product line.Chaired the Change Management Board to properly drive new MNS business projects and service enhancements into production.Implemented cloud based ACD telecommunication platform used by MNS Services division to improve customer service and create expandable support platform services.Successfully implemented the transition of Level 1 Support from domestic in-house to offshore support partner in Bangalore, India, with successful completion in 60 days. Remotely managed team of 20.Designed and Implemented new Customer Satisfaction Program (CSAT) for Customer Care Support Services and Offshore India Support desks. Boosting satisfaction ratings from 80% to over 92% in less than 90 days. Expanded program globally to entire division. Maintained high employee satisfaction among Customer Care Support team, with an average tenure of 4+ years versus industry average of 15 months. Built technical support team from 4 members to over 40+ with levels and reporting structures to accommodate increased volume and future growth.Expanded Customer Care service operation to become a 24/7/365 operation to support new business opportunities.Designed and implemented the Rules Of Engagement processes manual utilized for more efficient customer engagement meetings to bring in new business opportunities.

Managed the Mid-Atlantic & Pacific territories for deployment of the NCR POS (POS ONE Solution) for the United States Postal Services account.Directed POS ONE Team responsible for 25% of total revenue in 1998 fiscal year.Recruited and on boarded a multi-state remote deployment team of 38+ employees in 30 days to support the POS ONE Deployment initiative.Developed and authored the Night of Installation Manual for the POS ONE Deployment program. Deployed over 6,000 POS ONE systems in 4 months to approximately 1100 United States Post Offices.• Averaged six hours or less per deployment within my territories to exceed contract requirements

Managed the help desk for the East Coast Division supporting Warehouse Business Information Systems, Operations, Buying, Distribution, and Business Delivery business units.