Nick Herring Email & Phone Number

Durham, North Carolina, Us

Durham, North Carolina, Us

Phoenix, Az, Us

Led an international team consisting of over 40 individuals across three countries in multiple time zones, inclusive of development, technical services, project management, design, and training disciplines responsible for over $6M USD in annual revenue.- Consolidated 3 separate business units into a single Professional Services department leveraging standardized project management, service delivery, and operating processes- Led a cultural change to improve employee morale, build employee engagement, and reduce employee turnover in the two development groups, leading to zero turnover in the first 11 months after 65% turnover in prior 5 quarters- Developed a cloud migration strategy and led Go To Market activities to leverage existing software in a cloud-based model for customers/partners- Managed strategic accounts, including projects related to those accounts ($400K+ in services revenue), and built relationships to solidify and expand upon use of Enghouse Products and Services

Phoenix, Az, Us

Directly managed 17 remote employees responsible for Project Management, training, design, and technical services delivering $3M USD in annual revenue across 6 software products.- Conceptualized and led the effort to create three separate Engineering teams to focus more on individual disciplines to speed delivery, increase focus, better leverage employee strengths, and improve employee onboarding- Increased efficiencies within delivery model by 25% while improving project schedule adherence, quality of implementations, and customer satisfaction- Improved revenue forecasting to “best in business” status, with 100% attainment of quarterly revenue forecast over a 2 year period with zero negative misses- Directly managed largest customer projects and strategic accounts, delivering $500K+ in yearly project revenue and growing one account to largest global customer of Enghouse Systems

Phoenix, Az, Us

Directly managed 14 remote US employees responsible for Project Management and deployment services for 5 software products generating $2.4M in yearly revenue.- Led a cultural shift by improving employee engagement through involvement in decision making, process improvement initiatives, and open communication, leading to zero turnover over a two year period- Grew team to begin covering more Program Management for our partner engagements and additional product efforts gained through global acquisitions, leading to 20% revenue growth- Developed company’s first official onboarding plan for new hires, inclusive of pre-hire communications and 30-60-90 day plans, reducing new employee effectiveness timetable by a staggering 75-85%- Project Management of 40+ concurrent projects totaling over $600K in yearly revenue

Phoenix, Az, Us

Responsible for 10 Engineers and 2 Project Managers delivering $2M in annual revenue across 4 software products- Led a post-acquisition consolidation effort of 2 disparate business units in the United States responsible for 4 distinct software products - Standardized processes for all 4 software products to provide a consistent experience for internal resources along with customers- Implemented continuous improvement processes leading to further enhancements in delivery mechanics, documentation, training, and employee engagement- Project Management of 60+ concurrent projects totaling over $800K in yearly revenue

Phoenix, Az, Us

Managed 6 Engineers and 2 Project Managers responsible for ~$1.25M in annual projects while continuing project management duties- Implemented and managed adherence to documented departmental project delivery practices, leading to more consistency in project delivery and improved customer satisfaction- Developed and implemented cross-training initiatives to improve contributions of team members and better align individual customer interactions to newly defined departmental processes- Retained personal ownership of 80% of customer projects in the US, inclusive of key strategic accounts- Implemented algorithmic revenue tracking and forecasting model to better predict quarterly revenue

Phoenix, Az, Us

Responsible for 80% of all revenue delivered and key strategic accounts in the US for a global Contact Center software company (acquired by Enghouse Interactive in June of 2012)- Tasked with primary Project Management responsibilities for all Microsoft Lync deployments in the US market, starting with the first US deployment, within 4 weeks of joining the company- Within three months, took on all strategic and largest accounts from a Project Management standpoint- Immediately improved professionalism and operational efficiencies of the department, leading to a transformation from “Delivery Services” perception to “Professional Services”- Self-documented all delivery processes and procedures to assist with onboarding and looking for areas of improvement in the delivery model while managing an equivalent of $1M annually in projects

Responsible for $1M annual budget alongside turn-key implementation and support processes, including business needs analysis, systems research/analysis, RFP processes, selection, Project Management, and ongoing support of Telephony Applications for over 50 US locations and spanning Contact Center, Sales, and Corporate business needs- Managed over 100 Enterprise projects to successful completion across all relevant metrics, including customer satisfaction, budget, timeline, and strategic objective-adherence- Managed third party vendor relationships to support Project and ongoing support effortsGrew the Telephony Applications discipline from an organizational burden to a strategic imperative- Managed strategic initiatives to consolidate Telephony Applications through two separate mergers/acquisitions- Built strong strategic relationships with all key internal and external stakeholders

Managed and developed standard operating procedures for 2500+ technology assets throughout the organization- Served as Project Manager and technical lead for Technology Refresh activities of 500+ workstation/laptop assets- Led post-merger strategic initiatives to consolidate existing technology-related business processes into newly consolidated organization- Member of security team to establish enterprise standards for asset security- Began analyzing and developing business plans related to leveraging software applications to solve business needs

Overland Park, Kansas, Us

Responsible for timely and accurate delivery of customer provisioning through Sprint ION cloud leveraging 4 resource workforce- Developed reputation for strength in management of more difficult personality types within team- Became the highest performing team within the Sprint ION Provisioning group, leading to award for Top Contractor within the team- Within 3 months of employment, was tasked with leading work with the corporate technology team to improve the Provisioning tool to provide automation to more repeatable provisioning tasks, a first for a contractor within the group, leading to improved speed of execution and accuracy of provisioning- After disbanding of Sprint ION, became the Lead IP Engineer working with 3 resources to craft processes for new group working primarily within Cisco Gigaswitch routers to build customers networks through the Sprint IP Cloud

Conceptualized the idea and became one of 4 founders for an upstart company focused on providing consulting services across Marketing, Sales, Business Process, Accounting, and Information Technology, primarily for the SMB market- Setup networking, workstation, accounting, and customer database systems, including processes for customer acquisition and maintenance, personnel/payroll, and venture capital acquisition- Gained valuable experience analyzing SMB business needs and delivering Sales proposals to potential clients across our four primary areas of expertise- Became primary Marketing material content creator based on a high aptitude for positioning and communication/writing skills- Learned much about business leadership and strategy, specifically the balance between short term budgetary concerns and long-term growth

Reading, Pennsylvania, Us

Single-source IT Support with responsibility for workstation, server, database, telephony, network administration, and mobile devices across 6 regional locations in Kansas City and Oklahoma City- Dramatically increased customer satisfaction with technology services through 75% improvement in first call resolution- Began with responsibility for 4 Kansas City locations before acquiring 2 additional Oklahoma City sites after successful Y2K Preparedness and Support planning led to zero issues post-Y2K- Decreased downtime by 33% of core file server and email infrastructures through implementation of best practices for maintenance/backups and server monitoring- Led initiative to improve connectivity and stability of Citrix-based time-reporting workstations for union warehouse workers, which was later adopted by corporate nationwide

Kansas City, Mo, Us

Responsible for leading workstation engineering-related initiatives while extending into support in server, exchange, and other disciplines- Began as part-time support while going to college full-time before being courted to work full-time and continue my education part-time with their financial assistance- Led project to replace AS/400 terminals with Windows PCs throughout the call center, including acting as primary training resource- Spearheaded various process improvement and automation initiatives to standardize Windows workstation builds, improve usability of various applications, improve scalability of IT operations, and create efficiencies in the call center processes- Became primary Executive support, where I learned to communicate effectively with C-level executives