Position	Call Center Director
Location Confidential	Yes
Willing to Relocate	Yes
Industry	Computers-Software&Consulting
Function	TECHNOLOGY(IT/EDP/MIS/Communications)
Compensation	$100,000 to $200,000
Resume Summary
Fifteen year track record of leadership/management achievements in high profile IT assignments such as: Sr Mgr Americas Call Centers -250 employees and Portfolio SDLC manager - 600M annual revenue
Resume Body      CALL CENTER DIRECTOR
SUMMARY: Scott’s twenty five years experiences is highlighted by a fifteen year track record of execution in a progressive series of management and leadership roles mapped to an executive career path. Scott seeks leadership role that offers complex challenge and demands innovation, organizational excellence and results. Leadership/Management Wins: • Senior Manager/Director: Customer Support/Call Centers – five years progressive excellence in second and third line management roles • Senior Manager – IBM/Tivoli Global Strategy, Process and Strategic Programs – two years • Product/Project Management: Directing one or more applications development teams – five years • Service Management Leadership: Fifteen years IT Service Management experience leading Technical Support organizations and IT development/support in the telecom and IT software industry • Direction of the end to end software development process for IBM’s enterprise software, availability and service management portfolio - $600M annual revenue Twenty-five years of Business Impact • Directing the IBM Tivoli product development process for a key portion of the Tivoli portfolio – $600M annual revenue responsibility (2003 – 2005) • Impacting client success delivering a global technical knowledge based culture of 400 engineers behind the search key. (2002) • Delivering a single global support process and measurements reporting system for IBM Tivoli (2002). • Charting the new course from chaos to managed performance for IBM Tivoli Americas Technical Support (1999) • Establishing an out of the box” annual employee peer-awards program. Highly effective program incentives establishing the right organizational “attitude” to excel. • Defining success in the managed care marketplace – enabling initial entry of 40 HMO IPO model HMO’s nationwide by delivering provider capitation and other key program enhancements of 40 IPA/HMO’s • Designing, developing and implementing a two hundred program application for Nortel DMS100’s sales force automation and proposal to configuration systems. (1988) • Implementing automated software inventory and remote switching software delivery to Nortel’s US based customers (1991) • Designing, developing and replacing an entire set of university administration systems and the complete event scheduling system for the “Tri-State-Music-Festival” (1981). PROFESSIONAL EXPERIENCE: IBM TIVOLI SOFTWARE, Austin, Texas Jan 1998 - Jul 2005 PDT Leader – Product Delivery Team Leader May 2002 – July 2005 Executive level authority to direct the cross-functional product development efforts from initial concept through development, go to market and ultimately product end of service. Concurrent end to end direction of ten revenue based software products - $600M plus annual revenue Impact to the business includes: • Maturing product life cycle execution predictable content, schedule integrity (92%) and audit compliance (100%) • Improving the lifecycle process by adopting Coopers interactive design methods and establishing functional, cross brand KPI’s to expose problem execution areas in the lifecycle. • Increasing senior product team capability 50% by empowering lower level project teams • Co-authoring a first draft, two year ITIL and CMDB aligned product strategy. • Recommendation to SR, VP Strategy on best in class auto-discovery/cmdb provider (Tivoli acquired Collation Software 1 year later). • Representing Tivoli as Executive Sponsor, Tivoli Regional User Group. Senior Manager, IBM / Tivoli Global Customer Support Strategy/Programs, 2000 - 2002 Responsible for global Customer Service strategy, technical readiness for new product introduction, partner and vendor subcontract relations, acquisition / divestitures, global expense planning, eSupport programs, Technical Support Marketing, and customer support briefings for sales / customers briefings and IBM Tivoli User Groups. Achievements include: • Reduced annual problem receipt expense by $2.1M and improved customer satisfaction with support by providing Ask Tivoli and ecare as a best in class in IBM Software. • Improved y/y warranty costs by establishing aggressive targets globally and managing reduction in vendor costs while driving increases in customer satisfaction • Implemented global support processes and measurements. Senior Manager, IBM /Tivoli Americas Customer Tech Support –1998 - 2000 Third line management role; full accountability for the Americas Customer Support experience in a US backed by a $35M, five regional centers, and 250 engineer operation: Business or workforce impacting achievements include: • Meeting and exceeding all financial, organizational, hiring and customer performance goals each year. • Giving 1M back to the business for plan challenges each year. • Improving the customer experience working with five different centers to a single managed experience. • Turning around the management team perception performance replacing chaos, individualism and cliques with common goals, accountability and zero tolerance for disrespectful behavior. • Innovating within the work environment. Empowering individuals to formally recognize their peers with a peer reward program Innovated work environment with Peer Award program employee recognition and innovation in goal oriented peer driven award programs • Integrated support for Unison, Accessible and Software Artistry as well as IBM storage • Senior escalation prior to executive intervention • Recognized as Top 5 percent performer. UNISON SOFTWARE - Austin, Texas May 1995 – Jan 1998 Director, Customer Support Americas Customer Support operations for two US call centers. Products included for the following products: Workload scheduling, loadbalancing, backup/recovery and terminal emulation products. Two call centers, 30 engineers, approximately 600 Customers NORTEL NETWORKS - Richardson, Tx 1985– 1995 Manager - IT Service Management Systems – 1991 - 1995 Project Leader – Sales Proposal, Quote and Sales Automation. 1987 - 1991 CIGNA HEALTHPLAN 1983-1985 Project Leader – US Managed Care Systems development PHILLIPS UNIVERSITY -1981 - 1983 Developer – Replaced entire administrative software portfolio EDUCATION B.A English (National Honors - 3.6.1 GPA) University of Science and Arts of Oklahoma (Alumni Board of Directors 1985-1990 Graduate Studies, English; (3.0 GP) Oklahoma State University – Graduate assistant/freshman English instructor Development/Technical Environments: HP3000, VPlus, Query, SPL, Cobol, Fortran, Cognos (quiz, quick, QTP), Oracle RDBMS 7, SQL*forms, Mac/OS, Lotus and excel macro, Unix, AIX, Sun/OS, MVS, OS390, Nortel DMS100, Nortel SL100, Perl/Sqerl, NFS, Sun/os, SunSparCenter, HP9000, Oracle RDBMS, C, C++, Java, Sun HA fault tolerant, mirrored redundant environments, Windows 2000, MS SQL, Domain environments, SQERL, Symbol handhelds Availability & BSM Systems Management Software: IBM/Tivoli Monitoring, Netview 390, Netview Distributed, Switch Analyzer, Mgr for Transaction Performance(TMTP) Performance, Systems Availability (SA), Enterprise Console(TEC), Risk Manager, Data Warehouse, Business Systems Manager (TBSM), Workload Scheduler, Service Level Advisor (TSLA), Website Manager, Service Desk.
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