Active client facing role, managing the service delivery of 19 customers for Managed Infrastructure/Cloud, End User Services (EUS), Cloud Service Provider (CSP Azure), Managed Software, and Security services, working with a team of approximately 40 service engineers.Establishing process standards for the Engagement Lead teamProviding pre-sales services including writing/delivering of Statements of Work, reviewing, and approving of SOW’s and pricing, estimating services, providing regular business reviews with existing customers to mine additional work, and developing and delivering sales presentations

Advisory position responsible for devising strategies to ensure the Managed Services (MGDS) team’s overall compliance with policies, procedures, and methodologies, as well as identifying and reducing risk, all with an eye towards having a profitable MGDS team. Responsibilities revolve around coordinating effort with different teams, departments, and leaders to set and maintain standards, gather metrics, conduct inspections and observations, assess the efficiency of quality control programs, and be a catalyst for change throughout the organization.

Lead, mentor, and coach team of 7 Service Delivery Managers, located in Michigan, Minnesota, Texas & ArizonaDrive best practice processes and standards for the SDM Team, ensuring people, process, and tools are in place to provide outstanding service delivery. Be an advocate for change management.Actively collaborate with our sales team in the Business Development process to develop pricing, Statements of Work, and directly engaging with prospects to understand their business and needs, while ensuring these align to OST’s services and products.Engaging in the escalation process, taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholdersTaking over accountability for team delivery performance, meeting customer expectations, and driving future demand

Managed 7 Managed Infrastructure customers, ensuring client satisfaction, driving sales growth of each account, and adherence to SLA and other contractual terms Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholdersEnsuring systems, procedures, and methodologies are in place to support outstanding service delivery. Be an advocate for change management.Mentoring other new SDM’s brought on to the team

Management and leadership of the segment “Lifetime Services” with general responsibility for all offered services (portfolio elements): * Account Management * LTS Business Development * Upgrades & Enhancements * Spare Parts Sales * Hotline Support * Mobile Field Service Technicians * On-site Technicians Maximum customer intimacy and client satisfaction, aligning with TGW commercial & strategic targets.Collaborate and align with TGW Global Lifetime Services to ensure utilization of lessons learned and a common approach worldwide (matrix reporting)Proactive involvement in business sales process to maximize LTS order intake

Managed a local team of 6 technical consultants based in North America and offshore team of 4, based in Moldova, for providing services for the implementation of the Cebos QMS solution * Custom software development, system integration and data migration * Prioritizing and assigning project tasks * Hiring/firing * Performance and salary reviewsManaged agile environment by setting weekly sprint, holding daily scrum meetings, removing blockers, and managing the overall prioritization of tasks to satisfy multiple customer needsPoint of escalation for client satisfaction for technical issues on projectsDevelop skills to become Cebos Product Architect, including the Cebos configuration tool to manage the product

Manage the business unit consisting of sales, delivery, and support personnelProfit/Loss responsibility for the North American business unitSet and execute the vision for the business unit to grow and drive profit to the bottom lineSuccessful delivery of technical and application based service projectsEffective manage the QAD Channel partnershipAttain quota goals set for RCM by software partner, QADActing Sales Manager

• Profit/Loss responsibility for the Grand Rapids and Troy, MI and Cincinnati, OH offices• Drove business development, sales and successful project delivery• Provided effective leadership to a team of 65 technical consultants who provided solutions for Custom Application Development, Business Intelligence, Infrastructure Solutions, and SharePoint (collaborative portals)• Successfully managed/directed key projects implementations in Business Intelligence, Custom App Development, SharePoint Collaboration Portal, Internal Projects • Ensured project success through best practice project management methodologies• Spearheaded process improvement initiatives through the use of collaborative tools and dashboards for executives, sales and operational managers on such topics as employee utilization, business development and sales metrics, utilizing such tools as SharePoint, MS CRM, Excel and Reporting Services• Managed the custom development effort for internal systems, including time tracking system, internal reporting, as well as revenue and resource forecast modeling tools

• Profit/Loss responsibility for the Custom Development team• Provided effective leadership to a team of 15-20 technical consultants who provided custom development services • Successfully managed/directed projects implementations in the areas if Custom App Development, SharePoint Collaboration Portal, Internal Projects• Provided escalation point for client satisfaction issues• Drove business development, working with sales team, for all custom development

• Provide leadership to a team of 40 employees in the Customer Service department offering technical support (24x7), development of custom software solutions, and providing project management and implementation services • Manage budget of $3.7M with revenues in excess of $11M for service & support contracts• Manage domestic and international customer relationships and project implementations• Provide mentoring, advancement and career path counseling for employees• Work with Sales by presenting Customer Service model and future vision to prospective customers• Collect and maintain valuable marketing information utilizing CRM tools

• Provided leadership to team of 10–12 employees in roles providing software implementation services, project management and custom software development• Successfully managed/directed key project implementation and customization projects• Provided mentoring, advancement and career path counseling for employees• Assisted Sales by presenting implementation methodology to prospective customers

Project Manager - 1991 to 1995• Responsible for managing up to three projects at a time. Each project was 6,000 - 14,000 hours and was staffed with 4–8 engineers. Functioned independently with the authority and responsibility necessary to be fully accountable for all aspects of assigned projects• Provided project management from conception through installation, including resource planning, scheduling, status updates, issue resolution, maintaining good customer relations, and coordinating the ordering and installation of all hardware equipment. • Administrative responsibilities included permanent managerial responsibility for five individuals. Duties involved conducting salary and performance reviews as well as mentoring, coaching and career path planning• Supervised technical project leaders and the custom development life cycle• Proactively measured project progress by providing monthly financial reportsProject Leader - 1990 to 1991• Provided technical designs and overall coordination of the custom coding effort• Supervised and provided direction for the engineering resources, which consisted of 4–9 engineers, including quality reviews and ensuring on-time delivery

Initial role was that of a Software Programmer with responsibilities that included coding and testing the FMS solution. Quickly advanced to the Task Master position (1988 to 1990), whose responsibilities included software design, coding, testing, and system configuration and consulting with the client for FMS solutions. Other responsibilities in the role included indirect supervision and training of the Software and Junior Programmers.

Primary technical role was as a Software Programmer with responsibilities for programming and testing the Finite Element Analysis CAD application program