SUMMARY:

• Forward - thinking client relations, account executive and operations director combining 20+ years’ experience with expertise in domestic and international field operations, customer service, business development, and program and project management for industries including technology, banking, finance, and telecommunications.
• Proven ability to nurture existing business relationships, drive new sales and service opportunities, and function as an agent of change.
• Demonstrated skill in turn-arounds, process improvements, and customer satisfaction. Experienced in developing, directing, and administering intellectual property programs, operations, installation, engineering, training, and safety, while adhering to the highest corporate ethics and standards.

PROFESSIONAL EXPERIENCE:

Confidential, Irving, Texas

Americas Services Director

Responsibilities:

• Ensured on-time, professional service delivery of De La Rue cash processing and identity security managed services and profitability of services for banking, financial, casino and governmental entities within the Americas region.
• Supervised direct line service management reporting for cash processing and identity security lines of business for the USA, Canada, Mexico / LATAM, and South America, utilizing internal resource base and additional resourced infrastructure partners across the regions.
• Built new and sustained existing internal and external relationships with sales, customers, and strategic partners within the regions.
• Managed span of control at 4 directs, with indirect headcount of greater than 60.
• Directed tactical, day-to-day general management duties and longer term, strategic leadership initiatives.
• Assumed full functional, financial, and operational accountability for all aspects of customer service, including L0-L3 service delivery, operational and financial performance and reporting, ongoing contract negotiation / management, SLA management, partner selection / management and regional quality.

Confidential, Houston, Texas

Director of Field Operations

Responsibilities:

• Directed field operations, customer and internal training, production engineering, RMA, metrics and safety for North America, Mexico, Europe, Middle East and Africa, in support of energy, government services and maritime market verticals.
• Managed span of control at 7 directs, with indirect headcount of 104.
• Provided overall guidance and direction impacting tactical and strategic management of organizations, strategically coordinated product build and test, installation, repair, maintenance and de-installation cycles for CapRock Services.
• Implemented global business metrics and provided global direction for worldwide standardization of metrics, processes, procedures, and quality standards improvements.
• Ensured implementation of CapRock services to consistently high quality standard and within customers’ timelines and budgetary expectations.
• Maintained executive authority to implement and budget for operations in North America, Mexico, Europe, Middle East, and Africa.
• Developed strong financial ownership and held directs accountable for their own cost center financial solvency.
• Implemented cost analysis tool used to identify lowest cost resource for deployments.

Confidential, Plano, Texas

Director of Services

Responsibilities:

• Directed 24x7 customer technical assistance call center, engineering, installation / field services, and training organizations in support of all customers for transport, access and switching products, incorporating TDMA/CDMA, WDM, wireline, and wireless technology.
• Supervised 21 employees; recruited, hired, trained, deployed, and managed organizational resources.
• Developed, implemented, and managed program and project plans and schedules.
• Oversaw all project bids and quotations, and identified, qualified, awarded, and managed 3rd party subcontract resources and outside organizations.

Confidential

Vice President, Business Development and Sales

Responsibilities:

• Developed and sold full turnkey E, F & I, test and turn-up services, and systems integration capabilities, serving the worldwide marketplace.
• Grew customer base and services provided exponentially, including IOC, CLEC, RBOC, ILEC, independent carriers and ISPs for wireline and wireless technology.
• Developed channel sales program with major manufacturers and distributors.
• Positioned company to become systems integrator and reseller.

Confidential, Plano, Texas

Senior Director, Program Management

Responsibilities:

• Functioned as program manager for national, emerging, and international accounts.
• Supervised 15, including directors, managers, and program / project managers charged with ensuring overall corporate success for these accounts.
• Oversaw P&L, budgets, cost reductions, revenue forecasting, demand planning and scheduling, and resource allocation.
• Planned, organized, and managed customer bids and proposals to ensure deliverables met customer expectations.
• Directed cross functional teams across all management levels to ensure program priorities, key dependencies, and critical path activities were identified, assigned and worked simultaneously to achieve required results.

Confidential, Plano, Texas

Senior Director, Project Management and Implementation

Responsibilities:

• Directed project management and implementation for SONET based access / transport, data and switching products and services for Competitive Local Exchange Carrier (CLEC), Inter-Exchange Carrier (IXC), Private / Federal, and GTE marketplaces, utilizing TDMA, WDM, wireline, and wireless technologies.
• Supervised 7 direct reports, consisting of senior managers, managers, and project managers, with regionally based organizational headcount of approximately 100 direct and 200 indirect subcontract resources.
• Managed P&L, budgets, cost reductions, and revenue forecasting for all national accounts.
• Oversaw new product engineering, standards and models, process improvements, cost reductions, and estimating for all firm price quoting activities.

Confidential, Plano, Texas

Director, Customer Operations

Responsibilities:

• Supervised engineering and Installation for SONET based access / transport products and services for Regional Bell Operating Companies (RBOC), Competitive Long Distance (CLDC) and Inter-Exchange Carrier (IXC) marketplaces.
• Supervised 12 employees, consisting of 8 regional managers and 4 subordinate managers, with organizational headcount of 114 direct and approximately 300 indirect subcontract resources.
• Managed P&L of 8 regional offices, with budgets in excess of $25 million and revenues exceeding $50 million.