Creative and traditional property purchases - helping Owners and Agents solve problems - Part of Pace Morby's Mentorship since September 2022 - Integrator

I help entrepreneurs, businesses, and individuals protect and effectively utilize the most valuable and non-renewable resource we have...TIME... and Increase PROFITSProductivity and Efficiency are important at an individual level AND inside a business operation.I specialize in working with companies individuals creating, improving and integrating standard processes ensuring consistency in product or service delivery. I work with small to medium size businesses to improve… Show more I help entrepreneurs, businesses, and individuals protect and effectively utilize the most valuable and non-renewable resource we have...TIME... and Increase PROFITSProductivity and Efficiency are important at an individual level AND inside a business operation.I specialize in working with companies individuals creating, improving and integrating standard processes ensuring consistency in product or service delivery. I work with small to medium size businesses to improve productivity, efficiency, and increase profits for those delivering a product or service. I bring 20+ years of experience in applying tools, methods and techniques for better processes to improve productivity and efficiency resulting in getting more done, improved quality output, significant increase in profits, and customer loyalty for businesses. Creating more life satisfaction and goal achievement and creating the live your desire and deserve. Show less

3 Years Global Operations Analyst* Identified processes and tool improvements for the Global Service organization* Operationalized new product and service offerings to include processes, documentation, communications for Customer Services and customer-facing tools, interactions, and onboarding.* Operationalized, defined, documented service definitions, processes, and tools for a significant new SAAS offering for Public and Private Cloud. * Developed and delivered enhancements… Show more 3 Years Global Operations Analyst* Identified processes and tool improvements for the Global Service organization* Operationalized new product and service offerings to include processes, documentation, communications for Customer Services and customer-facing tools, interactions, and onboarding.* Operationalized, defined, documented service definitions, processes, and tools for a significant new SAAS offering for Public and Private Cloud. * Developed and delivered enhancements for existing service/support tools and processes 4 Years Service Support Manager* Aligned with major customers with Business Critical Support Contracts in California* Liaison between customer and Service Support teams and leaders * Responsible to ensure timely responses to any critical issue for systems requiring 99.999% uptime* Responsible to assist with and recommend upgrade planning and preparations* Managed on-site technical teams for installation, ongoing maintenance, and upgrades * Maintained ongoing relationships with customer, Teradata support organizations, and sales. Show less

• Director of Service, responsible for personnel and operations for Technical Support Center, and Factory Service repair and exchanges, (in warranty and out of warranty) domestic and global support • Directed Staff of ~70+, Multimillion dollar budget and consignment inventory•Factory Repair: First 90 - 180 days * Reduced cost of repair by 36% * Reduced overtime by 90% * Improved Avg repair "turn time" by 330% (73% 0-1 day turn) improved customer… Show more • Director of Service, responsible for personnel and operations for Technical Support Center, and Factory Service repair and exchanges, (in warranty and out of warranty) domestic and global support • Directed Staff of ~70+, Multimillion dollar budget and consignment inventory•Factory Repair: First 90 - 180 days * Reduced cost of repair by 36% * Reduced overtime by 90% * Improved Avg repair "turn time" by 330% (73% 0-1 day turn) improved customer satisfaction and confidence - * Managed internal, 3rd party and international repair center, distributors operations and inventoryOngoing improvements * Successfully reorganized Factory Service operations, processes and workflow supporting a 41% increase in repair volume without additional staff, tools or space requirements * Managed internal, 3rd party and remote international repair center, distributors operations and inventory. * Reorganized exchange equipment inventory storage method and flow for better space utilization, better inventory management. (Saving 300 sq feet allowing for growth)• Technical Support Center: * Realigned Technical Support operations, training and processes. * Significant improvement in average speed of answer in first 90 days and 6 months * improved CSAT to 94% customer satisfaction and customer confidence. * Implemented CSAT at incident-level and achieved 4.7 on a 5-point scale.• Initiated and facilitated calls, face-to-face meetings, service audits and problem resolution ensuring customer confidence and ongoing system orders. Show less

• Directed the Americas Region Support Center (First and Second level support for software and hardware) for mission critical large Data Warehouse systems requiring 99.9%+ availability and supporting over ~$8M in monthly revenue across services.• Improved the collaboration of Americas Support Center with Global Support resulting in better resource/knowledge allocation, response/closure time, reduced service delivery cost and increased… Show more • Directed the Americas Region Support Center (First and Second level support for software and hardware) for mission critical large Data Warehouse systems requiring 99.9%+ availability and supporting over ~$8M in monthly revenue across services.• Improved the collaboration of Americas Support Center with Global Support resulting in better resource/knowledge allocation, response/closure time, reduced service delivery cost and increased customer satisfaction.• Lead technical skill development and knowledge based routing. Increased resolution without escalation by 25%, while managing a 12% increase in incidents with no increase in staff. • Lead several initiatives for tools and automation improvements, one netting reduction of cycles equivalent to 3.6 (FTE) and significantly improving incident creation time and is a service deliverable that continues to impact software/system support value.• Managed the initiative for Support Center Practices Certification (SCP). (SCP-an independently audited Best Practices Certification based on 11 elements of excellence in service/support delivery) which is still utilized by Teradata as a foundation of excellence when selling service contracts.•. Served on the Teradata Service Focus Team made up of customers and Teradata service management, designed to address and improve product and service delivery resulting in revenue growth, increased customer retention and satisfaction. Show less

• Fiscally managed over $5.5M in budgets across three business units. • Successfully directed and lead Technical Support Services delivery encompassing Help Desk, Hot Spare, and Repair.• Realigned Hot Spare set up process resulting in a reduction of set up and ship time by 75% • Implemented staff utilization alignment resulting in a reduction of cycles equivalent to 1.5 FTE • Developed and implemented improvements to support contract structure, pricing and… Show more • Fiscally managed over $5.5M in budgets across three business units. • Successfully directed and lead Technical Support Services delivery encompassing Help Desk, Hot Spare, and Repair.• Realigned Hot Spare set up process resulting in a reduction of set up and ship time by 75% • Implemented staff utilization alignment resulting in a reduction of cycles equivalent to 1.5 FTE • Developed and implemented improvements to support contract structure, pricing and deliverables improving profitability of multiple service delivery units netting a 30% increase.• Defined service elements, priced and negotiated service contracts and renewals.• Identified and implemented process improvements aligning the flow of services across previously separate support units, improving overall service delivery, efficiency, cost and customer satisfaction. Show less

• Designed, developed, implemented and managed project delivering first dedicated Support Center (Call Center), providing 24X7 support for all I/S systems and applications for plants, operations and employees, encompassing AS/400, JDEdwards, PCs, MSOffice Professional Suite, Networks, LAN/WAN, intranet/internet, and communications.• Improved first level resolution by 20% in year two, resulting in increased system availability for all business… Show more • Designed, developed, implemented and managed project delivering first dedicated Support Center (Call Center), providing 24X7 support for all I/S systems and applications for plants, operations and employees, encompassing AS/400, JDEdwards, PCs, MSOffice Professional Suite, Networks, LAN/WAN, intranet/internet, and communications.• Improved first level resolution by 20% in year two, resulting in increased system availability for all business units and facilities by improving processes, expanding skills, and tools.• Managed multiple projects for support and process improvement including selection, implementation and administration of new CRM application HEAT (Bendata) for call tracking/asset management and knowledge base. • Successfully managed Y2K Project, ahead of schedule and expanded support structure for JDEdwards implementation, including training and startup/conversion processes for 70 plants and employees across the US.• Corporate I/S adopted my support design model as standard for corporate office utilization when support and AS/400 systems were moved to Minnesota. Show less