Timothy Jacobs Email & Phone Number

Austin, Texas Area

Custom Design Group Business Analytics and Operations; Extreme Scale Infrastructure IT/Tools Roadmap; Dell Datacenter Scalable Solutions Clarizen Administrator and Design Team; Datacenter Scalable Solutions Process Improvement; Data Center Solutions SharePoint Administrator; Excess & Obsolete Material Management

Round Rock, Texas

Project Portfolio Manager; Project Management Office Lead; Account Management; Project Manager Mentor

Round Rock, Texas

• Sales Order Friction / Orders Pending Release PM – Drove improvements in held order performance; contributed to order management future state design; managed eleven cross functional work streams; designed statistical process control performance dashboards; helped drive Consumer and Small Business order cycle time to annual lows. • Same Day Ship PM – Senior Executive initiative; co-designed and managed the following: Launch pilot; IT system improvements; customer communications; marketing proposals; user acceptance testing; root cause analysis and process improvement; text notification service proposal. SDS customers show 7+ points NPS improvement.• End of Lease Asset Level SKU PM – Co-authored business requirements for future state IT solution; completed tax and legal review process to manage risk; built project sizing framework, designed interim manual process. • Dell Sales Application (DSA) – Co-designed future state feature set library and index; mapped DSA features against current state order friction requirements; Business Excellence representative for the DSA design and launch. • Additional value added team responsibilities included - Set up and administered team SharePoints; built DFS Six Sigma Certification tracker; designed and set up team project review SharePoint and process; initiated and drove project charter template improvements to align with industry standards; Team Member for Lean Six Sigma Phase Reviews.

Round Rock, Texas

• Led a global design team consisting of ~100 Project Managers, Line of Business, and Subject Matter Experts to build required program structure to recover cost and drive revenue for customer induced damaged systems. Responsible for creating End to End (E2E) design documents to include process flows, computer based training, vendor requirements, performance metrics, scorecards and cost benefit analysis. Delivered $12.33M in savings and $8.36M in revenue through dispatch reduction and asset recovery.• Managed Windows XP retirement / migration project identified as a best practice by IT companywide resulting in 5,690 systems retired or migrated ahead of corporate IT deadline – zero impact to customer facing agents and systems• Project Manager for global policy & procedure resulting in $500K in power supply and $456K in projector bulb savings• Influenced executive strategy and alignment on program deliverables via biweekly E2E cost recovery executive reviews • Redesigned Europe, Middle East after hours Client Pro Support process ensuring 24x7 customer service• Drove increased warranty determination functionality change requests in Dell case management tool (Oracle Siebel)• Co-designed global command center escalation process and learning & development curriculum across 11 work streams• Researched and wrote global policy & procedure for Notebook Keyboards and Batteries; Motherboard Batteries; Part Captures; Video Cable Dongles; nVidia Video Cards; Stolen Systems and Client Reinvention

Round Rock, Texas

• Expert at Six Sigma governance, coaching and mentoring. Managing just 8% of the field services resources but delivered 52% of all savings, 42% of all completed projects and 76% of new certifications. Championed 25 closed projects worth $11.4M.• Certified Dell Six Sigma Black Belt for Technical Support Governance & Communications project, drove savings of ~$1M• Led Senior Managers & Directors through FY11 Hoshin planning cycle and a midyear line item review. Designed and built a weighted scoring system to provide detailed progress reporting across approximately 65 operational initiatives.• Warranty Cost Reduction team Global Best of Breed Program Manager - led FY11 initiative screening process of over 27 worldwide initiatives of which 13 were resourced and implemented• Directed a cross-functional process mapping effort for the entire Global Services Engineering and Readiness organization• Designed, developed and managed governance processes that drove dispatch and parts reductions that exceeded plan• Changed the face of Technical Support communications through Client / Server newsletters. Coordinating efforts between five organizations, provided direct access to over 6,500 technicians while coordinating four layers of technical reviews.

Round Rock, Texas

• Championed, mentored or consulted on 42 Six Sigma projects capturing $8.18M in validated savings with 22 certifications• Designed, piloted and deployed Global Six Sigma Certification by Portfolio tool – I/T supported application. Validated savings of $1.55M. First in company to launch Six Sigma 2.0 project/certification decoupling program and process.• Facilitated FY09 and FY10 Global Support Engineering and Quality Hoshin planning – 4 layer deep strategic planning• Performed all root cause analysis, criteria selection and risk mitigation for global Fusion escalation process and tool. Designed and deployed user interface, data collection and scorecard. Produced first ever automated metrics for vendor escalations.• Conceived team playbook to standardize policies and processes for onboarding and managing new external technology partners

Round Rock, Texas

• Americas Services Six Sigma Area Champion of the Year for 2007 • Six Sigma Champion supporting 28 Area Champions for 7,700+ employees. Rebuilt the Americas Services Six Sigma organization and infrastructure needed to deliver business results. Validated 39 new Six Sigma certifications.• Led a global team of 10 senior (Black Belt) Six Sigma practitioners through development and launch of new Six Sigma project compliance requirements checklists and storyboard templates• Curriculum contributor to Six Sigma Yellow Belt and Mentor courses. Helped determine requirements for new Six Sigma Mentor certification. Launched the Certified Six Sigma Mentor certification process for Americas Services. • Six Sigma Instructor for Round Rock, Texas campus and Chicago, Oklahoma City, New York and Twin Falls remote sites

Round Rock, Texas

• Championed and/or mentored 15 Black Belt, 63 Green Belt, 20 Yellow Belt and 12 Go Do It Six Sigma projects. Drove standard practices across Americas Services for project closure and certification requirements. Over-delivered Six Sigma net savings of $51.28M through 110 projects, 111 Six Sigma certifications.• Developed before and after process improvement Cost Benefit Analysis job aide. Planned and executed 116 financial reviews.• Author and publisher of Enterprise Services Six Sigma best practices newsletter.• Certified Six Sigma Yellow Belt Instructor. Taught Six Sigma Yellow Belt class to 400+ students.• Global Six Sigma Quality Day competition team results: 1st place Green Belt; 3rd place Black Belt; Executive Champion, Area Champion, Mentor and Financial Analyst of the Year awards.

Austin, Texas Area

• Certified Dell Six Sigma Green Belt for Enterprise Missing, Wrong or Damaged (MWD), Dispatch Avoidance Project which reduced warranty dispatches by 37% and resulted in hard savings of over $516,529 a year in one line of business. Global Six Sigma Quality Day competition Green Belt finalist.• Americas Operations Six Sigma reporting subject matter expert. Designed and developed dashboards and scorecards.• Corporate event planner for twelve Six Sigma certification recognition banquets for 1,690 new Six Sigma certifications. Coordinated budget, executive scheduling and presentation activities from nine lines of business.• Project Lead/Mentor for “Enterprise MWD Improvements” Green Belt project delivering $1.18 million in hard savings.• Project Mentor for Green Belt projects “Over pack Verification System” and “Global First Pass Yield I”.• Project Owner for “5S Program”. Global Six Sigma Quality Day competition 2002 Yellow Belt 1st place.• Developed and implemented Six Sigma compliance audit program. Completed 120 Six Sigma project conformity audits supporting 33 Six Sigma Area Champion certifications. Train, mentor and certify all Six Sigma Area Champions.• Managed and executed Global Six Sigma Quality Day competition 2002 – 2004 activities involving approximately 413 Six Sigma projects/owners and 133 judges across the Nashville and Parmer manufacturing campuses. Awarded two Dell Silver Stars.• Six Sigma Project Tracking Tool (PTT) Super Administrator:• Co-designed, tested and/or delivered Six Sigma training and presentations, guidelines, forms, templates, presentation decks, project scorecards, mentoring checklists, web sites, and on-line project or certification tracking tools in order to increase the timely and successful completion of Six Sigma improvement projects.

Austin, Texas Area

• Missing, Wrong or Damaged (MWD) Project Manager. Led a cross functional team on MWD process improvements and corrective actions. Helped reduce the MWD rate across the Americas by driving end-to-end improvement activities within the sales, manufacturing, delivery, and customer care teams. Specific actions included:o Implemented and led the MWD Phone Queue pilot program providing Level 2 support to 230+/- customer facing Level 1 Server / Storage Technicians - Customer Experience Silver Star Awardo Developed the online tools and procedures used for the MWD Phone Queue Project. Developed databases, work instructions, macros and reference material for MWD Phone Technicians. Recognized as companywide subject matter expert on Enterprise MWD tools, issues and processes.o Participated or led in the following factory process improvements: Server rack document box piece part identification labels; Damage in transit reduction; Rack feet pickable part launch; External tape backup wrong cable issues; Shipping process improvements to reduce MWD for rack rails• Reduced Enterprise MWD reporting process from 5 days to 1.5 days while delivering significant MWD improvements

Round Rock, Texas

• Email Categorization (ECat) Analyst. Responsible for ECat SQL queries, analysis and reporting to upper management• Senior Technician responsible for resolving hardware and software issues – zero escalations, team-high quality audit scores and above goal first time resolution rate• One Stop Troubleshooting Tool (OSTT), database writer. Convert OSTT web pages to text only documents for ESS.• Exceeded requirements for contributions to the Dell ESS Standard Response Library (SRL). Wrote ~115 standard responses for the artificial intelligence first responder SRL.• Drove Dell-wide changes in TTY (hearing impaired) legal policy & procedure. Authored ESS TTY training document.

Master Communications Station - Wahiawa, Hawaii

• Supervised installation, maintenance and operation of IT infrastructure for classified networks supporting desktop standardization for 750 network clients. Set deadlines, assigned responsibilities, and monitored and summarized progress of network projects. Staffed, trained and built the Network Support Team, System Admins and Service Desk divisions.• Designed LAN blueprints, drafted network accreditation package, planned and built department service desk center.• Provided innovative leadership to 10 senior managers to effectively direct 80 technicians and resources, from a wide variety of functional areas. Responsible for all system maintenance, testing, repair and calibration.• Established organizational goals and milestones, integrated team training and initiated problem solving programs to effectively motivate and manage assigned personnel – awarded a 3rd Navy Commendation Medal.• Developed predictive computer models used to expand advancement opportunities by 66% and track personnel strengths.• Responsible for all personnel transactions for the Sailors under my care. Managed personnel administration to include military awards, evaluations, promotions, strength management and reporting, legal actions, pay, quality assurance, reassignments, and retention.

Uss John S. Mccain - Pearl Harbor, Hawaii

• Managed the Electronics Division and Enterprise Network Operations Center. Supervised all aspects of military communications (secure & non-secure), radar, navigation, cryptographic and computer infrastructure (red/black networks). • Directed and motivated over 90 military shift personnel in high tempo operations in preparation for highly successful, major ship inspections and certifications 6 months ahead of ship training cycle• Established project milestones, deliverables and programs to achieve goals while supervising civilian government contractor and naval shipyard personnel in execution of ship wide electronics equipment upgrades and overhauls• Managed and led a post overhaul shipboard systems performance test program concluded ahead of allotted timeline• Wrote equipment maintenance standard operating procedures and qualification examinations for 22 technicians• Designed and developed databases for predictive analysis to plan, coordinate and budget limited personnel, funding and material resources, in support of organizational objectives• Managed military hardware and systems with an annual budget of ~$40M

Singapore

• Awarded a 2nd Navy Commendation Medal for planning and/or performing 11, highly sensitive, underwater search, identification and foreign navy training missions in six different countries including first ever in Vietnam and Cambodia• Planned and successfully executed a two-year operational open-ocean tow plan for relocation of U.S. naval assets valued at over $100 million dollars from Subic Bay, Philippines to naval facilities throughout the entire Pacific region• Authored underwater ship husbandry operating procedures subsequently adopted by the entire U.S. Navy Pacific Fleet• Coordinated industrial ship maintenance life cycle repairs with an annual ship operating budget of $9 million dollars• Wrote and illustrated the sidescan sonar training manual for the Philippine Navy, including troubleshooting flowcharts• Secretary and News Editor for Singapore Senior Enlisted Association served multi-service, multi-national members

Subic Bay, Philippines

• Drafted U.S. Navy Western Pacific maintenance and Q.A. operating instructions and inspection guides. Provided maintenance Q.A. training to senior officers, department managers, line supervisors and over 500 fleet technicians. • Researched and designed Navy shipboard safety inspection program guidelines and self-assessment manual for forward deployed diving and salvage ships based on federally mandated Navy Occupational Safety and Health directives• Assisted in the scheduling and execution of seven United States Navy and foreign military diving and salvage exercises

Uss Worden (Cg-18) - Pearl Harbor, Hawaii

• Planned and supervised an 18-month, industrial level ship overhaul worth several million dollars – on time, under budget. Managed ships force systems test, calibration, accreditation and acceptance package.• Developed curriculum and taught Human Resources courses for ship’s company of 360 personnel

Various Commands & Locations

- 10 years’ experience in advanced electronics including; HF/VHF/UHF communications systems, cryptographic maintenance and operations, electronic test equipment calibration- Top Secret material custodian- Plant property control

Two Years, Computer Science - Management Information Systems

Activities and Societies: Deans List - Two YearsAttended two years of night school while on active duty stationed in Singapore. Completed.

Six Sigma Black Belt, Six Sigma, Lean, Continuous Process Improvement, Certified Black Belt

Nasa Certified Component Level Electronic Repair Techniques, Passed

National Standards Institute Equipment Calibration, Passed

Cryptographics, Electronic Theory, Component Level Troubleshooting, Passed

Activities and Societies: Honor Guard

Graduate Of Year Long Training, Advanced Electronic Theory, Test Equipment, Shipboard Communications, Radar, Passed

Education record