Managed an 8-year IT outsource relationship (providing IT Service Desk, IT Service Management, Deskside Support Services, Training and Communications) with The Auto Club Group (ACG) customer, including service delivery, customer relationship management, contract management/compliance, business development, P&L / budgeting, account planning, and staffing.Transitioned the customer IT organization to an ITIL-based business support model, resulting in a greater than 80% reduction in severe outages, consistent achievement of service levels, and improved operational efficiency, freeing up key resources to support critical ACG business initiatives.Developed and implemented key executive reporting, providing ACG leadership with visibility to SLA performance trends, associated cost savings, and input to facilitate accurate annual budgeting of business support costs.Redesigned Service Management, Service Desk, and Deskside Support functions, providing significantly improved response/resolve times, reducing the time to deploy equipment by up to 75%, and eliminating a critical asset management issue, achieving greater end-user satisfaction and customer savings on enterprise software licensing.Achieved top customer satisfaction survey scores and retained customer reference-ability throughout the contract term, becoming the only Dell account ever to win the top, "Customer Experience Hero", award for two consecutive years.

Worked with Wolters Kluwer account team to develop key financial reports and put appropriate inventory management policies and procedures in place.Designed and implemented policies, procedures, and tools necessary to rationalize the customer’s equipment inventory and support accurate billing of Wolters Kluwer for services based upon a utility computing model, identifying more than $1M per month in previously unidentified contract revenue.Developed key financial reporting necessary to meet contractual requirements for billing with Wolters Kluwer customer.

Worked with Perot Systems' Account Manager, to facilitate the achievement of service levels, complete critical projects, and improve the customer relationship during transition to a new business process outsource contract for the Volkswagen and Audi Customer Care Center.Developed overall contract transition project plan, working in collaboration with Volkswagen care center leadership to ensure that contractual commitments were satisfied on schedule.Managed the successful development and implementation of new call calibration criteria for Customer Care Advocates to ensure consistently exceptional service to VW and Audi customers.

Provided interim IT leadership following the unexpected departure of the customer’s CIO, preventing any disruptions to the support of business operations.Worked in collaboration with a SEMCO business partner to rationalize IT operations and staff, streamlining the organization structure (eliminating redundant positions and re-assigning key resources to fill gaps), and implementing policies and procedures necessary to improve operational efficiencies and business support.Analyzed overall IT operations for SEMCO Energy and its ENSTAR subsidiary, providing C-level leadership with an overall IT go-forward strategy, resulting in better alignment between the two organizations, increased business focus, retention of revenue-generating business, and avoidance of an unnecessary IT outsource.

Managed all aspects of the relationship with the gedas USA customer, including account start-up, service delivery, financial management, business development, customer satisfaction, and staffing.Managed the successful contract transition from a full IT outsource relationship with Volkswagen of America to a new staff augmentation relationship with its IT subsidiary, gedas USA.Provided leadership and support for more than 70 Perot Systems Associates working on the account, resulting in greater than 95% employee retention, preventing disruption to the customer’s business, and exceeding revenue and profit targets each year.

Re-engineered the vehicle allocation/ordering processes to significantly improve the distribution of limited vehicle production capacity out to dealerships, consolidating both Volkswagen and Audi into a unified process, designing an improved allocation formula and associated procedures, and collaborating with a near-shore development team to design and implement a new business application required to support the processes.Managed the successful development and implementation of Volkswagen’s North American Region Importer System, enabling VW to roll-out an innovative supply chain strategy, providing end-to-end visibility to vehicle supplies, from ordering through customer purchases, and ensuring significantly reduced delivery times to dealerships to better meet customer demand.Managed the successful turn-around of the Chrysler Automated Timekeeping System (CATS) product development initiative.Developed a financial reporting client/server application for Western Pacific Airlines, to generate key cost-center financial reports and distribute them automatically to the appropriate managers via e- mail.Managed the software quality assurance team for the MCI Telecommunications customer, to successfully support the development, implementation, and ongoing maintenance of the Commercial Accounts Receivable Management System.

Supported a variety of government EDS contracts while progressively taking on more significant roles and responsibilities.Turned around challenged customer relationship with the County of Los Angeles Welfare Department, exceeding the annual revenue target by over half a million dollars with no corresponding increase in operating expenses, and earning a two-year contract extension worth more than $6M.Designed the Student Loan Management Information System (SLIMS) for the United Kingdom, and managed the development effort , successfully delivering on time and within budget and facilitating a transformation to the way advanced education is funded in the UK.Managed the successful post-implementation cleanup and ongoing maintenance and support of the Student Loan System for the state of California. Significantly reducing software defects as well as enhancement turn-around times, and increasing software quality.