Paul Lacey Email & Phone Number

Logan, Utah, United States

Key Accountabilities:• Lead strategic direction of market-leading enterprise application suite, delivering enterprise solutions for corporate real estate and facilities for the largest organizations in the world• Develop, execute, and communicate roadmaps, business models and go-to-market plans to executives and stakeholders• Formulate and execute strategies for the TRIRIGA Application Suite, including mobile applications, analytics, AI (watsonx), BIM, digital twin, OpenShift, and hybrid cloud delivery• Direct global design and engineering teams using Agile and Scrum methodologies to deliver updates in efficient, timely mannerKey Achievements:• Led modernization of TRIRIGA to containerized hybrid cloud architecture built on Red Hat OpenShift• Simplified the way customers purchase TRIRIGA by restructuring complex application packaging into a single application suite with flexible AppPoint-based pricing model• Elevated user experience through development of new mobile-friendly Reserve application• Advanced TRIRIGA’s leadership position in the Integrated Workplace Management Systems (IWMS) market, validated through multiple analyst rankings (IDC, Gartner, Verdantix)Other Responsibilities:• Define and continuously refine pricing, packaging, positioning, and delivery using Product-led growth (PLG) strategies• Innovate with established & emerging technology software, hardware and services• Engage customer input and validation through regular user groups and Customer Advisory Board• Define and prioritize requirements for product enhancements through user input and collaborative discovery, design, and user story development• Collaborate closely with global design and engineering teams using Agile and Scrum methodologies to deliver updates in efficient, timely manner• Develop product demonstration environments, and deliver regular product demonstrations• Support sales, partners, and implementation teams to ensure successful deployment of solutions

Logan, Ut

Responsible for product strategy of IBM's TRIRIGA Integrated Workplace Management System offerings. These responsibilities include: • Lead strategic direction of market-leading enterprise software suite• Formulate and execute strategies for mobility, analytics, digital twin, and cloud delivery • Articulate markets, research users and define competitive landscape• Innovate with established & emerging technology software, hardware and services• Engage customer input and validation through focus groups and Customer Advisory Board• Champion strategic initiatives, partnerships, and analyst relations• Develop and execute roadmaps, business models and go-to-market plans• Collaborate closely with design and engineering to deliver offerings• Partner with and enable sales, marketing, support, finance and legal• Define pricing, packaging, positioning, and delivery for on-premise and SaaS offerings

Las Vegas, Nevada

Responsible for management of worldwide IBM TRIRIGA enterprise software customer support operations. Responsibilities include: • Lead all aspects of global customer support for IBM TRIRIGA product line• Ensure timely resolution management for customers’ critical and escalated issues • Drive process improvements through tracking and analysis of performance metrics• Engage with product development to ensure timely customer-facing issue resolution• Serve as product development representative on TRIRIGA Customer Advisory Board• Advocate customer needs during product development and delivery cycles• Manage IT efforts to maintain Support lab hardware • Engage in IBM product Offering Team initiatives to bring TRIRIGA products to market

Las Vegas, Nevada

Responsible for directing operations of TRIRIGA Customer Support, Training and Documentation initiatives. Key Accountabilities:• Ensured customer success through effective leadership of Support, Documentation, and Training teams• Managed cross-functional activities to resolve critical customer-facing issues• Guided development and delivery of customer, partner, and employee training programsKey Achievements:• Built customer, partner, and employee training / certification program, resulting in first-year profitability and double-digit revenue growth for four consecutive years• Developed executive customer success program to track status and progress of key accounts, resulting in 95%+ customer retentionOther responsibilities include: • Ensure customer success through effective leadership of Support organization• Define Support policies and processes• Direct activities of Executive Sponsor program for top customer accounts• Direct overall Training initiatives and activities• Guide development of new Training Manager• Coordinate Training sessions and present technical sessions at annual User Conference• Lead team responsible for software release documentation development • Manage all aspects of Support transition into IBM Support following acquisition• Lead bi-weekly user group calls

Las Vegas, Nevada

Responsible for management of operations of TRIRIGA Customer Support, Training and Documentation initiatives. These responsibilities include: • Manage operations of customer support call center• Manage cross-functional projects to resolve critical customer-facing issues• Maximize financial performance of training operations• Schedule classes and training resources• Direct development of training content• Manage product release user documentation project schedules and timelines• Develop and manage delivery of employee training programs• Development and management of Associate Engineer Trainee hiring/onboarding program

Las Vegas, Nevada

Responsible for management of operations for TRIRIGA training initiatives. These responsibilities include: • Schedule classes and training resources• Delivery of training classes• Development and delivery of coursework• Design of labs and data sets• Manage training lab IT assets• Presentation and management of certification program• Coordinate client-facing offerings to support Professional Services project schedules• Drive year-over-year increase of training revenue

Logan, Ut

Taught over 30 different courses in computer programming, networking, database development, web design, graphic design and business. Developed and maintained relational database to track financial and academic activities. Installed and maintained staff and student computers and networks in a Linux and Windows environment.

Logan, Ut

Directed all aspects of campus computer science program. Supervised full-time and adjunct computer science faculty. Authored company-wide computer science programming course objectives. Initiated assessment of curriculum and authored curriculum change proposals. Taught classes in a variety of computer science and business courses. Awarded Teacher of Excellence by students, 2005.

Logan, Ut

Developed course content and guided student advancement. Taught over 30 different courses in computer programming, networking, database development, web design, graphic design and business. Served on computer and business curriculum review boards and student retention board.

Provo, Ut

Conducted advanced training classes in Protel EDA software for customers across the U.S. Provided software and training solutions for high-tech companies through direct sales methods. Provided direct high-level technical support and customer service. Developed and managed defect reporting system to enhance issue communication with product managers and developers. Accounted for 16% of total U.S. sales, fiscal 2000, in 9-member sales team.

Master Of Business Administration (Mba), Business Information Systems, Gpa 3.87

Bachelor Of Science (Bs), Physical Education / Physical Therapy Emphasis, Gpa: 3.62