Responsible for assigning deals, hosting team calls, and being the point person for the US Financial SA Team in addition to all previous responsibilities.

Assume additional responsibilities of backing up the Team Lead and project work in addition to standard Services Architect duties.

Responsible for translating customer IT services requirements for non-standard requests into customer solutions that secure customer loyalty and drive profit margins. Qualify and develop solutions that are mutually acceptable to the client and NCR. Writes and owns the supporting statements of work on behalf of NCR Services and is charted with identifying and mitigating deal risks from opportunity qualification through negotiation. Help Sales Department grow revenue while ensuring the integrity of the NCR Services Organization is not compromised.

Represented field service interests for Multi Vendor Services for the Americas Region. Worked directly with the customers, the field, and other departments within the company to ensure customer requests and service delivery goals were met. Some of the equipment covered under Multi Vendor services included data storage equipment, scanners, digital signs and ink refilling kiosks.• Represented field services during the product commercialization process.• Ensured new customers were properly set up and correct procedures were in place by working with the call center, field service management and the billing organization.• Served as the single point of contact for customer escalations.• Resolved service issues by working with the customers and field service personnel.• Authored and distributed field communications on procedures and customer updates.• Determined if field costs are in line with projections by running and analyzing reports.• Reduced field costs by working with others in the field service organization.• Created a process to use other service providers in areas where the company did not have readily available field coverage

Managed a combined service organization servicing Document Imaging and Retail Print customers. Equipment serviced included Data Storage Equipment, Scanners, Photo Processing Equipment and Kiosks.• Retained up to $4.1 million in Document Imaging Revenue by providing improved service.• Participated on multiple committees, including the Transition Team for the Retail Print Installation Group and Skill Set Definition for the new Service System.• Managed the installation of photo processing and kiosk equipment as well as the training of appropriate retail store personnel.• Managed Field Engineer utilization, inventory, parts cost, overtime, and vehicles.• Resolved service issues by working with customers, management, and employees• Worked with the call center to improve processes and ensure procedures were followed

Promoted for successfully merging two districts and increasing customer satisfaction in the Washington, DC market area.• Achieved Number One in Customer Satisfaction in 2006 out of 22 districts.• Reduced the number of dispatches by establishing a field triage group to address customer concerns via phone once the call center was abolished. Maintained a 90% or better response rate in first 30 minutes of receiving the page with no additional head count.• Maintained previous responsibilities of District Technical Manager

Supervised the day-to-day activities of the second largest district of field service personnel in the company who serviced on-site photo development equipment, photo kiosks, ink refilling kiosks and digital signs in customers’ retail locations as well as managed an in-house rack repair facility.• Managed a team of 47 Field Technical Personnel, 4 in-house personnel and a budget of $4.3 million.• Developed executive customer relationships including issue resolution, complaint management and service delivery.• Recognized for achieving Budgeted Cost per Unit (2002, 2003) and Most Improved in Cost to Budget (2002).• Achieved one of the highest Workforce Commitment Index via employee opinion survey for five years (over 100).• Managed an in-house Rack Cleaning and Repair process, including compliance to procedures and safety practices.• Ensured compliance to HSE procedures in the facility as well as with the field personnel.• Worked with the call center to improve processes and ensure procedures were followed

Developed and managed the National Installation Team at a time of exponential growth in the Company. Authored standard operating procedures for all installations.• Grew department from 18 to 65 employees plus third party outsource vendors.• Scheduled employees for installations including major National roll-outs of equipment.• Worked with customers at the executive level and the sales force to establish installation schedules.• Participated on a task force with vendor to address equipment issues and improvements