BUSINESS AND TECHNOLOGY EXECUTIVE
Vice President, Operations & Client Services - Knowledge Management & Business Intelligence Software Firm
Senior Vice President - CRM & Contact Center Services Provider
Vice President, Professional Services and QA - Internet Technology & Software Development Venture
Technical Program Manager - Xerox Corporation - Software Product Development
Information Systems Development Manager - Xerox Global Supply Chain Business Intelligence Systems
Information Technology and BPR Consultant - Asea Brown Boveri, Inc. (ABB)
· Start-Up, Turnaround & High-Growth Organizations
· Business Process Development & Simplification
· Information Systems Development
· Software Product Development
· Key Account Relationship Management
· Professional Services & Client Implementation
· Customer and Technical Support Management
· Information Technology & Telecom Operations
· Technology & Process Outsourcing
· Business Intelligence Solutions
· Contact Center Solutions
· Knowledge Management Solutions
· Software Architecture & Engineering
· Product Localization and Launch
· Software Quality Assurance
· Contract & Vendor Management
· Finance & Administration
· US & International Markets
Enterprise Knowledge Management Firm., New York, New York 2001 to Present
A provider of Internet-delivered expertise location, knowledge management, and business intelligence tools.
Vice President, Operations and Client Services
Responsibilities include: professional services and client implementation, hosting operations, technical support, product management, human resources, information technology, finance and administration, intellectual property management, and troubleshooting across the organization. Significant contributions to:
· Defining an innovative knowledge management product and attracting over $15M of investment.
· Building delivery partnerships with IBM and Cisco.
· Formulating business professional services and business process consulting offerings.
· Establishing operational business processes and building the staff from six individuals to thirty.
· Defining the company’s business intelligence strategy and platform.
· Developing an operating model blending business process and technology outsourcing with internal management of crucial processes and systems.
TELTRUST, INC., New York, New York and Salt Lake City, Utah 2000 to 2001
A $150 million provider of outsourced CRM, Application Services (ASP), and live-agent call center solutions.
Senior Vice President
Responsibilities included sales, customer service, product strategy and development, information technology, and telecommunications network management. Managed a staff of 40. Significant contributions to:
· Restructured and simplified business to improve gross margins from 7% to 65%.
· Grew new account sales from near zero to $15 million.
· Added 25 new accounts including: Verizon, RCN, Wal-Mart, MCI, AT&T, XO, and Cox Communications.
· Reduced IT and telecom costs by half and direct labor by 20%, while improving reliability and flexibility.
· Conceived and launched three new business process and information technology offerings.
· Refocused the company from low-margin services to technically complex value-added business services.
· Led a company-wide business simplification and quality improvement initiative.
ESHARE TECHNOLOGIES, INC., Commack, New York 1997 to 1999
Leading vendor of Internet contact center solutions and community building tools. EShare was acquired in 1999.
Vice President – Professional Services & Quality Assurance
Built and managed professional services, quality assurance, technical support, offshore development, customer training, and documentation development teams and an applications hosting business. Significant contributions to:
· Sale of the company at a substantial profit.
· Eleven-fold increase in revenue, from $700,000 in 1997, to $3.8 million in 1998, and to $8 million in 1999.
· Design, development and market launch of three new Internet software products.
· Growth to over 100 key customer accounts including AOL, AT&T Worldnet, and Sony.
· Development and growth of the application hosting business.
· Creating a new quality assurance program that significantly improved product quality with minimal impact on time to market and restored customer confidence.
· Managing an eight-fold increase in support call volume with no additional staffing requirements.
XEROX CORPORATION, Rochester, New York 1992 to 1997
Technical Program Manager – CentreWare Product Development (1996 to 1997)
Directed packaged software product development, software engineering processes, development lab operations, end-user documentation development, and product localization and launch into US and overseas markets.
· Directly managed two software product development teams with a staff of 25 and a budget of $7 million.
· Rebuilt product localization processes, reduced time-to-market by 75%, and delivered products in 22 languages.
· Managed software engineering processes spanning marketing, software, and hardware teams.
Information Systems Development Manager – Global Process & Information Management (1992 to 1995)
· Designed global supply chain business intelligence solutions with a combined return of over $125M/year.
· Delivered supply chain modeling and remote collaboration solutions to optimize global production planning.
· Implemented a global supply chain data warehouse aggregating data from over 25 transactional systems.
· Deployed business process best practices and supporting IT to worldwide operating teams.
· Built internal supply chain process and information systems consulting team.
· Managed deployments of to US, Latin America, and Europe.
· Integrated Oracle, Informix, MicroStrategy, and Sun Microsystems technologies.
ASEA BROWN BOVERI, INC. (ABB), Windsor. Connecticut; Switzerland; Germany 1986 to 1991
Senior Consultant – ABB Business Services
Introduced emerging computing technologies into business units and products worldwide. Participated in and/or led approximately 35 projects across multiple disciplines including process control, engineering analysis, and software development. Specialized in artificial intelligence and knowledge-based solutions.
LOCKHEED CORPORATION, Plainfield, New Jersey 1984 to 1986
Technical Staff Member – Military Logistics Advisory Systems
EDUCATION: BA – Computer Science & Information Studies, Colgate University, 1984
Graduate – 500+ hours of continuing Professional, Technical & Management Training |
