Summary

• SENIOR GENERAL MANAGER INFORMATION TECHNOLOGY AND PRODUCT DEVELOPMENT BUSINESS PROCESS MANAGEMENT BUSINESS DEVELOPMENT EXECUTIVE SALES AND MARKETING
• Delivered Critical Leadership and Tactical Planning, Innovator in Information Technology Support, Engineered Product Development and Market Launches Spearheaded Sales and Marketing Initiatives and Positioned Company for Long Term Growth.
• Seasoned business turnaround specialist offering a proven record of achievements igniting revenue and market growth by innovating business products and services and leveraging technology to meet market demand Contributes expertise in all facets of IT, product development, management and market launch, directing complete project lifecycle, from conceptual design through documentation, implementation, testing, and market introduction. A keen business analyst, savvy market tactician, and team-spirited business leader highly adept at eliciting peak staff performance for consistent delivery of products on time and within budget.
• Microsoft Certified Professional MCITP/MCSA
• Directed development of desktop and network management and support strategies for company and clients. Had front line responsibility along with supervisory responsibility for providing IT support services.
• Developed, launched, and maintained 24x7 Call center for application and systems technical support for business clients located throughout the U.S., Caribbean, and the U.K.
• Planned and navigated multiple software development efforts including core accounting systems, internet banking applications, performance metrics and dash boarding systems
• Developed and deployed secure data center hosting multiple applications for financial institutions and other clients throughout the U.S.
• Early adopter of VoIP technologies. Developed service line providing VoIP acquisition and support consulting
• Orchestrated extensive company reorganizations successfully minimizing impact to customers and maintaining aggressive sales, marketing and product development and client support efforts
• Maneuvered companies through dynamic growth and expansion, creating marketing and sales programs that surpassed goals, eclipsed competitors and yielded significant revenue gains.
• Earned broad recognition throughout career as an ambitious, results driven top producer in both sales and operations disciplines.

PROFESSIONAL EXPERIENCE

Confidential

Client Relationship Officer

• Joined this Business Process Management BPM service to assist it in organizational restructuring and growing company's market. As Chief Relationship Officer, responsibilities include a lead role in strategic planning, partner and client development, and marketing.
• Recast company as Business Process Efficiency consultancy with major disciplines in BPM, Operational Processes, and Facilities Management. Recruited business partners and in-house talent to support each division. Established IT consulting group focused on SUN and Microsoft products and services, BITA, and VoIP audits
• Secured Virginia SWaM certification and initiated process for Federal 8M certification. Secured a key mentoring relationship with a significant regional Mechanical contracting firm.
• Planned and launched successful 2012 Marketing campaign Results include the signing of a significant BITA client in the Financial Services community headquarter in Alabama, extending service area and referencability.

Confidential

Volunteer/Intern, Technical Support Specialist,

• Part-time intern at Centreville HS working alongside TSSpec to learn and master TSSpec duties and responsibilities.
• Familiar with county project and contact management support systems RequestIT et al
• Work independently with system imaging, software installation and desktop management issues.
• Provide local and networked printer support
• Troubleshoot system and network configuration issues.
• Troubleshoot PC and Server HW issues

Confidential

Chief Operations Officer

• Most recent 8 years of tenure served as company's Chief Operating Officer also served as Senior Vice President of Sales and Marketing, Director of Support Services, and initially as contract Product Development consultant of this dynamic vertical software development and systems integration firm.
• Brought structure and both short and long range planning and budgeting to the firm, excelling in team building and strategic staff development. Responsibilities included all aspects of general management. As a senior member of the company's executive management team played a key role in strategic planning, product development and management, market launches, operations and facilities management, revenue enhancement cost containment strategies and staff recruitment. Directed sales marketing and select product development projects for this vertical software development and support company targeting the financial services.
• Stepped in to provide leadership in the company's stalled core product and e-Business Development efforts and accomplished product launch of both within 1 year. E-Business solution is the Industry Leading portal solution for credit unions.
• Led design and launch of secure data center and mirrored hot site MS/Citrix/VMWare platform . Developed hosting and support protocols for multiple companies utilizing data center for application hosting and data processing services. Re-engineered and launched core products and services through this cloud environment. Managed data center operations to 1 growth center for organization. Achieved satisfactory SAS70 audit on first attempt
• Redeveloped company's contact management and client support systems technical and software utilizing contemporary call center software, contact management data bases, and VoIP technologies. Integrated utilization of PDA/Smart Phone technology and telecommuted 24 x 7 client and internal support improving responsiveness and reducing overhead
• Took over the company's floundering sales and marketing division and engineered extensive reorganization and management/staff reductions. Accomplished sustained profitability for the first time in company's 15-year history and boosted capital reserves to a 20 surplus. Increased sales 85 each of three consecutive years, boosting sales revenues to 6 million and setting a company record.
• Spearheaded product development and launch of the Interactive Voice Response IVR Product, currently the company's 2 seller.
• Reduced overhead and streamlined procedures through development of an employee handbook, sales manual, and continuance book, increasing efficiency by improving staff understanding of policies and procedures and eliminating redundant tasks and positions.
• Increased profitability from breakeven to 15 net profit in three years by establishing a corporate budget process to develop fiscal discipline, track revenue and expenses relative to projections, and institute trend analysis. Implemented closed loop management.
• Launched multiple new software products and services that have resulted in revenue increases of more than 500,000 annually.
• Established internal product knowledge programs, customer service ethics and honor code, and employee of the month awards. Work directly with staff and customers in complaint resolution and prevention.
• Created comprehensive competitive intelligence program to continually capture and analyze industry trends and enable company to better position itself for growth and competition.
• Orchestrated consolidation of remote operations center into one corporate facility. Coordinated logistics of transferring staff and equipment and eliminating redundancies.
• Initiated design and implementation of company's first Intranet and Internet systems, and currently consult on company's systems integration and Internet initiatives.
• Successfully navigated data breach and recovery maintaining the highest corporate integrity and reputation, maximizing client protection and minimizing company liability and exposure.
• Lectured on behalf of the National Credit Union Administration and state leagues on topics ranging from disaster recovery to information technology and security.
• Widely published and quoted in industry journals Credit Union Times, Credit Union News, CU Technology, The FedComp Advisor, Credit Union Magazine, and others involving regulatory, operational and technical issues.

Confidential

Financial Services Consultant

Developed a financial services consulting firm and contracting business from start-up to successful operations. Lead directly to contract and eventual employment with FedComp, Inc.

Confidential

Retail Banking Officer

• Began employment as Account Services Manager, quickly promoted to lead business development efforts, manage branch operations, and provide training and operational support to branch managers region-wide, focusing efforts in cross-selling and promotion of tax deferred annuities. Advised senior managers regarding operations, compliance and collection issues. Generated pro forma income statements and conducted extensive performance tracking of commercial services. Duties included the successful launch of new branches, new products including our first ever commercial banking program, and operations management.