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Senior Director Resume Profile

Durham, NC

PROFESSIONAL PROFILE

A seasoned dynamicCorporate Executivewithin the customer supportand information technology arena. Technological leader seeking innovative ways of providing customer support to a variety of customers at all levels.Imaginative thinker having the ability to plan strategic and tactical directions in accordance with business, product and customer need. Effective communicator with the unique ability to articulate messages to all levels of an organization or direct customer.

With successful integrations of newtechnologies for efficiency, development of new supportservices, business transformation initiatives and improvement ofoverall systematic processes that shape a World Class organization. A focus on solutions that add value, support a value proposition and deliver measurable business oriented goals that are barometers forsuccess. Key leadership role in the development and delivery of call centers technologies, data center retrofit and hosting technologies architectures with the ability tobuild dynamic collaborativeteamsfor a high performance organizationwith a relentless focus on improving the customer experience.

AREAS OF EXPERTISE

  • Customer Focused Call Center/Help Desk Management
  • Technology Architecture Integration
  • Management of Customer Facing Organization
  • Hosting Center/Co-Lo Business Transformation
  • Crisis Situational Escalation Management
  • Cross Organizational Relationship Management
  • Business Effectiveness and Productivity Efficiencies
  • LEAN Business Methodologies/Best Practices
  • Knowledge Management System Deployment Integration
  • Strategic Tactical Planning
  • Change Management Control
  • Program Project Management
  • Training Program Execution
  • Customer Installation Migration
  • Standard Operating Procedures
  • Technical Process Adaptation
  • Business Assessment Analysis
  • Learning Management Systems

EMPLOYMENT HISTORY

Senior Director

Confidential

  • Direct management of more than 25 individualsgloballyin four different countries providing all levels of customer support, sparing logistics, installation and training services to customers for deployed dispersed storage solutions
  • Partner with industry leading technology solution providers for seamlessproduct integration and support of unique storage solutions such as filers, gateways and cache appliances
  • Full engagement in the deployment and integration of technologies into customer data center or hosting environments with full change management
  • Collaboratively worked with teams to automate tools, implement service monitoring and deploy phone home services from storage solutions providing proactive and predicative support services to customers significantly reducing action/issue resolution times
  • Developed standard operating procedures and departmental processes to ensure standardization, consistency and repeatability of support operations
  • Architected, designed and implemented an internal hosted services move of colocation service providers including floor design, planning, network services, procurement, contract negotiations and vendor management

Confidential

  • Integral executive leadership role within a growing startup type environment providing world class helpdesk support, data center management, system implementation and integration
  • Responsible for the overall direction and management of more than 40 Product Support Specialists, IT Professionals and Database Engineers delivering quality products, people and processesto end users
  • Created enhanced Key Performance Indicator KPI measurements to report critical business indicators focussed at how well customers were being supported and cared for
  • Partnered with sales organization during customer solution design to clearly articulate support expectations and services
  • Managed the SaaS hosted product to include all virtual and physical environments, cage space, database operations, network services and enterprise storage components

Confidential

  • An integralstrategic leadership role as part of the transitional direction to move the organization into a Shared Services and Support model
  • Responsibility for developing, leading and motivating a team of 50 Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service and satisfaction
  • Frequent contact with customers, business leaders, executive management, sales teams,direct reports, peers and independent vendors in support of the overall strategic vision, company mission, and service direction
  • Key contributor to reducing internal competition, restructuring team interactions, increased relationship building and cross organizational development of high performance teams
  • Developed and instituted a change management and control process to support consistency, quality and accountability of IT environment changes in accordance with ITIL best practices
  • Established a new standard set of business metrics and measures in order to accurately manage expectations of the support organization utilizing industry standard ACD metrics, incident closure rates, performance analysis, customer survey scores and quality review processes
  • Key contributor to the design and implementation of datacenter services that were key to the deployment of the shared services model which included network, Citrix farm and core applications to support business

Confidential

  • Directed a technical support organization responsible for troubleshooting Enterprise class proprietary software applications, customer desktop issues, customer satisfactionand product deployment
  • Responsible for all personnel, operations and administrative management functions for over 200 company associates within Technical Support, Communications Services and Production Integration
  • Operational leader responsible for sponsorship of key business initiatives that were focused on the delivery of high quality products for the customer base and aligned existing practices to support consistent lifecycle management process, establishing a new value proposition for customer interactions and direct client sales team interactions to present product or service value
  • Developed goal oriented performance objectives as a new baseline standard of measurement for the entire support organization utilizing industry standard ACD metrics, incident closure rates, performance analysis, customer survey scores and quality review processes
  • Delivery, business case development and conceptual use of InQuiraKnowledge Management System integrated with internal systems and the customer portal saving CCC over 1,000,000 annually by providing alternative channels for support services, avoiding direct calls and improving the customer experience
  • Answerable to business for product quality assurance processes and customer centric feedback mechanisms for Enterprise customers such as Allstate, State Farm and USAA to name a few

Confidential

  • Leadspecialized support teams of more than 50 personnel, managing customer expectations, interactingwith new opportunities, developing relationships with customers and implementing customer centric business processes that established the highest customer satisfaction scores to date
  • Put into operation a managed services product for proactive monitoring and predictive analysis of system infrastructures in less than 3 months to insure reliability, availability, and dependency of technical environment which is in support of direct service level agreements
  • Designed Storage Area Network SAN and Network Attached Storage NAS environments for local and remote storage of customer data, document archiving and scanning solutions
  • Created and implemented an automated central backup utility for client hosting facilities that utilizes networked archive software, redundant cluster server architectures, storage arrays and custom developed applications to perform system functions with a resource savings of 480,000 annually
  • Achieved SAS 70 Level II auditing certification for all hosting center environments
  • Improved the hosting services P L business for introduction into mainstream delivery with 300 growth now generating 32,000,000 per year in reoccurring revenue

Director

Confidential

  • Director of a tier three technical organization consisting of more that 100 people responsible for troubleshooting customer issues, product development, integration services, custom consulting, managed and hosted services for more than 45,000 customers
  • Responsible for all personnel and administrative management functions within the organizations of ASP, Network and Client Server Operations nationwide
  • Develop and manage an expense budget of approximately 5,000,000 annually, including capital appropriation expenditures and the creation of business case justifications to support targeted objectives
  • Maintain Network Operations support of approximately 6014 routers, 6822 switches and 2351 firewalls with an annual sales number of 9,600,000 supporting a reoccurring maintenance of 1,260,000 annually
  • Designed system architectures for hosted LINUX servers utilizing a third party package to support 41 concurrent virtual systems on a single hardware platform
  • Managed field support resource utilization through incident management data collection to eliminate unnecessary resource dispatches to customer sites and significantly reducing customer outages

TECHNOLOGY

Operating Systems/Software

Vendors

Products/Services/Technologies

  • Windows Server
  • Windows Desktop
  • Linux
  • MS IIS
  • Active Directory
  • Clarify
  • AS400
  • Citrix
  • Exchange/OCS
  • Oracle
  • Oracle
  • Nortel
  • InQuira
  • Avaya
  • Microsoft
  • Verizon/MCI
  • AT T
  • Vertafore
  • Bomgar
  • VMWare
  • SaaS
  • Salesforce.com
  • SAS 70 Level II
  • High Availability
  • Data Warehousing
  • Hosting Services
  • Self-Support Portal
  • Remote Desktop Solutions
  • Virtualization
  • Knowledge Management
  • Intrusion Detection
  • Network Redundancy
  • Learning Management
  • Broadband Technology
  • ACD/IVR/CTI
  • Self Service Portal
  • Call Center/Helpdesk Tools
  • Cloud Services

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