Managed over $128M revenue plan and supported West US Division sales and consulting services team. Delivered solutions with goal of flawless execution.• Ranked Number 1 or 2 Division in the Americas across operational metrics. Lead in COE integration. Created strategic partnerships for achieving ambitious goals.• Attained COE growth over 50% - reducing time and cost of delivery.• Reduced Aged unbilled revenue – consistently less than 5% of total revenue.• Secured T&E Recovery over 45% of actual expenses through custom reporting and proactive inspection.• Drove billable utilization 10% over plan by resource alignment changes, improving time to deliver.• Developed and facilitated Program Delivery Leadership workshop in Bangalore, India.

Acting Divisional Service Director, Customer Service (2009)Recognized by customers for approachable style, resolution of concerns / issues and excellent listening skills. Quickly accessed customer needs, diffused escalated issues, and followed through to resolution.• Led Global Customer Service team of over 300 strong through transformational change.• Achieved Global Services Best Practice Award; change agent for integrated delivery model.• Nominated for EMC Club 101.Regional Service Director, Customer Service (2002 to 2009)Engaged staff by recruiting, coaching and training new staff to deliver results against business metrics. Guided staff through complex situations and effectively implemented change. Managed resources, timeframes, and multiple priorities.• Drove over $32.5M in maintenance and service revenue by mapping systems under warranty and proactively working with clients to streamline the maintenance conversion.• Reached Number 1 Division in the Americas – through Total customer experience.• Attained 100% MBO achievement year over year through talent acquisition and mentoring.• Recruited by Sales to close deals as recognized professional in building and managing strong client relationships.

Led team of Network, Software, and Hardware Specialists across West US. Provided Regional technical leadership and support for 5 District managers and over 70 Customer Engineers. • Drove and supported Regional MBOs – 96% Customer Satisfaction, field Change orders, and Change Control.• Interfaced with customers, sales, and corporate support to understand customer requirements and drive critical problems to closure – resulting in new customer business.• Improved customer satisfaction through partner leverage, achieved Service Excellence Award

• Recruited, developed and built Denver Customer Service team, expanding headcount over 250%.• Attained highest team morale in Region, rapidly growing District; real-time workload analysis was key to success.