Greg Thistlethwaite, Itil V3 Email & Phone Number

Dallas/Fort Worth Area

Effectively manage and motivate client engagement teams with diverse skills and backgrounds. Provide constructive on-the-job feedback/coaching to team members. Foster an innovative and inclusive team-oriented work environment. Play an active role in counseling and mentoring junior consultants within the organization. Foster relationships with client personnel at appropriate levels. Consistently deliver quality client services. Drive high-quality work products within expected timeframes and on budget. Monitor progress, manage risk and confirm key stakeholders are kept informed about progress and expected outcomes. Manage expectations of client service delivery. Stay abreast of current business and industry trends relevant to the client's business. Cultivate and manage business development opportunities. Understand Ernst & Young and its service lines and actively assess/present ways to serve clients. Develop and maintain long-term client relationships and networks. Develop relationships with team members across all Ernst & Young practices to serve client needs. Demonstrate in-depth technical capabilities and professional knowledge. Demonstrate ability to quickly assimilate to new knowledge. Possess good business acumen. Remain current on new developments in advisory services capabilities and industry knowledge.

Worked as a Project Manager for a large southwestern energy company. Responsible for the planning and implementation of multiple projects. Additional responsibilities include defining scope, creating estimates, writing proposals and managing resources. Contributions to transition management include process definition and documentation standards for the infrastructure management service line.--Managed the transition of all network equipment, Wintel/Unix servers, mainframe computer and storage devices. -- Managed a portfolio of multiple projects generating over $2.5 million dollars in revenue for the company utilizing on-shore and off-shore resources. -- Contributions to the wholesale markets team include, defining and implementing a resource tracking and allocation process that is used by all project managers on the team.-- Projects were delivered on-time and within budget while achieving a high-level of customer satisfaction.

Account Manager for a large southwestern energy company. Responsible for the planning and implementation of multiple projects for the Retail Energy Market. Additional responsibilities include defining scope, creating estimates, developing proposal and presenting the solution to the client to satisfy the client’s business needs. Contributions to the retail markets team includes, conducted weekly client meeting to gather requirements and define solutions to complex business problems. Developed and implemented a Client Approval Template and on-boarding process for account and proposal managers. -- Managed a portfolio of project that generated $16 million dollars in revenue per year for the company. Utilizing on-shore and off-shore resources. -- Supported operational requests for assistance, information and functional support for Capgemini Energy and Capgemini Energy’s clients. Supervised a team of 20 employees.-- Met and interviewed business users to assist in the generation of innovated solutions to business issues. --Provided prompt and professional resolution of internal and external customer requests. -- Monitored the accurate completion of workflow to ensure customer satisfaction. Program Manager for Provider of Last Resort (POLR) Events for energy retailer. Coordinated and managed Service Line and project resources activities to ensure that all customer accounts were correctly activated and ready to properly bill. Resolved issues and directed research for the client, and senior management.-- Monitored the accurate completion of the addition of 15,000 new customers to the energies company portfolio. -- Supported operational requests to send multiple notices to new POLR customers.-- Managed the training of on-shore and off-shore customer care agents to handle the new call volumes and types.-- Program was delivered to the client on-time and with high customer, regulatory and client satisfaction.

Functioned as an Engineering Project Manager contact for Order Engineering into a virtual team, which includes Account Team, Sales Engineering, Project Management, Installation, Order Management, Order Planning, Network Integration, Network Software Services, and Customer representatives. * Managed all correspondence for engineering issues and drove process improvements to ensure customer satisfaction and business success.* Monitored and participated in Order Commit Process to ensure customer expectations and Nortel deliverables are aligned.* Validated account forecasts and communicating account specific requirements that drove resources and skill sets.* Partnered with delivery primes (Network Integrations, Network Software Services, Network Engineering and Installation) to deliver Plan and Build proposals for Enhanced Services within 3 days.* Teamed with customers to understand and develop their business and strategic direction.

Managed operations, daily planning, engineering and resource allocation for Supply Chain Order Operations engineering function.* Managed and budgeted a group of 10-20 engineers in all product lines (VoIP, AccessNode, DMS, Optical, and Wireless).* Ensured customer satisfaction through quality standards and measures by evaluating the performance of tools and employees.* Reduced installation queries by 25% by streamlining business processes and strengthening internal quality.* Developed and drove the implementation of new processes to increase employee and customer approval and to effectively manage the department, resulting in more effective documentation and project planning.* Aided in the creation of a new position (CIE-Customer Implementation Engineer) that merged Sales Proposals and Equipment Engineering, streamlining the business process by eliminating handoffs and reworks.

Responsible for interpretation of existing contracts, order capture, and formation of customer relationships.* Managed the customers’ projects from early identification and job planning to customer information capture through customer acceptance.* Conducted customer information meetings to ensure accurate capture of detailed engineering requirements and to obtain customer approvals.* Produced accurate and detailed specifications and drawings for the Manufacturing and Installation teams.* Ensured all financials met Nortel Networks and customer contract requirements.* Performed as a Technical advisor for internal and external customers for hardware functionality and feature design for various Nortel DMS products and tools.* Coached and mentored new Customer Engineers and Equipment Application Engineers.

Accountable for detailed engineering of initials and extensions for DMS, GPS and STP switches.* Analyzed customer requirements to consistently prepare and to release in a timely manner accurate detailed engineering specifications and drawings.* Supported Installation and Program Management teams to ensure a successful completion of the job.* Coached and mentored new Equipment Application Engineers.

Ensured Meridian Mail (MSM and GP) and Companion PCS systems were installed, tested and commissioned according to customer requirements, company commitments and corporate standards while adhering to critical schedules and budgets.* Provided the customer with a quality product and positive installation experience.* Supervised Nortel installers and subcontractors that assisted in the installation of systems.* Taught “Meridian Mail Installation and Upgrading” training courses.* Mentored technicians on the Meridian Mail and Companion PCS systems.