Terry Kilens Email & Phone Number

Greater Chicago Area

Chicago, Illinois, United States

Chicago, Il

Led a team of 7 Cloud & Hosting Support Managers and 3 Public Safety (911) Sales Engineers for 12 state Midwest Region. Directed all presales design, quoting and ordering for cloud, managed hosting, and collocation products in 59 data centers worldwide. Supported all design and technical sales for 911 products, including support for state and local Public Safety Commissions. Increased partnering with regional sales teams and increased customer visits, resulting in exceeding quota of $718M in… Show more Led a team of 7 Cloud & Hosting Support Managers and 3 Public Safety (911) Sales Engineers for 12 state Midwest Region. Directed all presales design, quoting and ordering for cloud, managed hosting, and collocation products in 59 data centers worldwide. Supported all design and technical sales for 911 products, including support for state and local Public Safety Commissions. Increased partnering with regional sales teams and increased customer visits, resulting in exceeding quota of $718M in total revenue (TBR) and $12M in new sales. Show less

Greater Chicago Area

Directed a team of Sales Engineers supporting Business Services for Illinois and Wisconsin. • Exceeded Sales Quotas: Exceeded 100% of annual Revenue and Sales quotas every year. Achieved 280% of sales quota in 2014.• Major Customer Win: Managed pre-sales design and implementation of largest ever CenturyLink sales win. $140M contract to build and manage new MPLS network for major retail chain of 8500 stores, data centers and distribution hubs. Established a dedicated engineering… Show more Directed a team of Sales Engineers supporting Business Services for Illinois and Wisconsin. • Exceeded Sales Quotas: Exceeded 100% of annual Revenue and Sales quotas every year. Achieved 280% of sales quota in 2014.• Major Customer Win: Managed pre-sales design and implementation of largest ever CenturyLink sales win. $140M contract to build and manage new MPLS network for major retail chain of 8500 stores, data centers and distribution hubs. Established a dedicated engineering and project management team for this customer, which resulted in an additional three year contract renewal. Show less

Greater Chicago Area

Directed a team responsible for the AT&T network in twenty states. Managed all operational, maintenance and order management functions. Led a team of 175 employees. • Regionalized Organizational Structure: Successfully transitioned 30 distinct operations groups with differing management structures to a regional organization. Implemented a new Regional Network Quality Team to assure continuity of services and achievement of all operational metrics during and after… Show more Directed a team responsible for the AT&T network in twenty states. Managed all operational, maintenance and order management functions. Led a team of 175 employees. • Regionalized Organizational Structure: Successfully transitioned 30 distinct operations groups with differing management structures to a regional organization. Implemented a new Regional Network Quality Team to assure continuity of services and achievement of all operational metrics during and after transition.• Process Redesign: Initiated and led inter-company process improvement team with Ameritech Corporation to develop a new order provisioning process. This resulted in increased on-time performance from 35% to 90% for both companies.• Expense Reduction: Optimized collocation expenses resulting in $3.5m annualized savings.• Process Improvement: Reduced customer order backlog 90% by working with upstream organizations to standardize order management process and reduce out of process orders. • Results Metrics Improvement: Improved all operational and quality metrics such as mean-time-to-repair (MTTR) and on-time performance to exceed annual goals.• Employee Performance Improvement: Achieved highest nationwide group score on annual employee satisfaction survey. Prior surveys showed a fractured, demoralized workforce.• Customer Training: Developed and hosted educational seminars for state regulatory officials focusing on inter-company order provisioning issues. Show less

Greater Chicago Area

Responsible for total operation of the Chicago AT&T local telecom network. Managed the merger of AT&T and TCG organizations in Chicago. Implemented new processes and administrative controls to improve results and handle the tripling workload volume following the merger. Managed a team of 150 employees.• Quality Improvement Process: Established a dedicated Backlog Quality Improvement Team to reduce customer order backlog, which was the highest in the nation. Reduced order backlog 75%… Show more Responsible for total operation of the Chicago AT&T local telecom network. Managed the merger of AT&T and TCG organizations in Chicago. Implemented new processes and administrative controls to improve results and handle the tripling workload volume following the merger. Managed a team of 150 employees.• Quality Improvement Process: Established a dedicated Backlog Quality Improvement Team to reduce customer order backlog, which was the highest in the nation. Reduced order backlog 75% in first year, 95% in the second year and moved Chicago to number one in on-time performance. • Performance Improvement: Improved on-time performance from 40% to 90% by creating a new local provisioning process which reduced multiple handoffs and dispatches. • Project Management: Successfully implemented new 30,000 line, multi-location Centrex network for the Federal Government. This was the first major government local network build for AT&T.• Customer Retention: Improved customer retention by increasing network size by over 40,000 trunks to eliminate major blocking problems in Chicago area. • Inter-company Project Management: Exceeded all operational and quality measures of success in implementation, order management and maintenance for the new AT&T & Comcast cable telephony project. Show less

Greater Chicago Area

Led extended project management team responsible for implementation of AT&T’s first major network for local services market entry (CLEC) in Chicago. This was a complex project involving three new switching centers, 58 collocation offices and 350 miles of buried fiber.• Capital Expense Savings: Completed the $150M project under budget.• Goal Attainment: Exceeded all 1996 through 1999 financial and operational measures of success.

Greater Chicago Area

Led team of ten employees providing Tier II technical support of hardware and software for various Lucent Technologies products. Provided overall project management and technical support for all switch software upgrades.• Project Management: Project managed and supported over 500 major software upgrades annually.• ISO Certification: Led two departmental teams that successfully achieved ISO 9000 Certification.• Employee Performance Improvement/Teambuilding: Improved departmental… Show more Led team of ten employees providing Tier II technical support of hardware and software for various Lucent Technologies products. Provided overall project management and technical support for all switch software upgrades.• Project Management: Project managed and supported over 500 major software upgrades annually.• ISO Certification: Led two departmental teams that successfully achieved ISO 9000 Certification.• Employee Performance Improvement/Teambuilding: Improved departmental results on annual employee feedback survey from “needs improvement” to the top category. Changed a fractured work force with low morale to a high performing, cohesive team. Show less

Greater Chicago Area

Directed installation services sales program for Illinois and Wisconsin• Received AT&T Eagle Award for excellence in project managing the 800 Portability Project.• Awarded AT&T Silver Award for high sales achievement.• Led the nation for two years with highest sales results

Greater Chicago Area

Master Of Divinity - Mdiv

Clinical Pastoral Education (Cpe)

Master Of Business Administration (M.B.A.), Management Information Systems

Activities and Societies: Full Scholarship--Graduate Assistant

Bachelor’S Degree, Finance And Polical Science