Customer & Operations Pro!

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Customer & Operations Pro!
Location Confidential
San Jose
Willing to Relocate
$150,000 to $300,000

Resume Summary
Accomplished leader with 20+ years of experience directing all areas focused on the customer and delivering on Customer Delight!



Customer-focused global business leader with distinguished record of executive experience and achievement within intensely competitive technology industries. Technology strategist with engineering background, personal drive, and repeated success in developing solutions aligned with corporate goals. Multimillion-dollar revenue success in start-up, high-growth, and multinational organizations. Champion of change management and process improvement opportunities that others often miss to drive organizational excellence and financial improvement. A true change agent that does it differently.

Executive Management: General Manager, Board of Director Presentations, Change Management, P&L, M&A Integrations, Strategic Planning, Hyper Growth, Revenue
Business Development: Strategy, C-Level Interface, New Product Development and Launch, Branding, Competitive Positioning, Market Expansion Initiatives, Service Sales
Operational Leadership: International Operations, Global Team Leadership, Offshoring, ISO Process, Field Service, Deployment, Continuous Improvement, TAC/Help Desk, NOC, Project Management, SQA/QA/QC, Order Entry, Pre-Sales, Employee Champion, NPI, Full Turn-Key
Industries: Manufacturing & Assembly, Hardware, Software, Wireless Telecommunications, Small Cell, Professional Services, Video Communications, WiFi, DOD, Retail

Career History

PUBLIC WIRELESS INC.  San Jose CA April 2011  Present
General Manager (Feb 2014  Present)
Vice President Operations and Support (April 2011  Present)
U4EA TECHNOLOGIES dba U4EA WIRELESS INC.  Newark CA May 2008- 2010
Vice President of Global Operations
NEXTHOP TECHNOLOGIES  Mountain View CA Nov 20052008
Vice President Customer Operations
LARSCOM INC.  Milpitas CA Nov 2000 - 2004
Vice President Global Customer Service (2000-2004)
Vice President Operations/Manufacturing (2001-2004)
VTEL Corporation  San Jose CA May 1997  2000
Senior Director Technical Operations
Compression Labs Inc.  San Jose CA/Reston VA Oct 1988-1997
Director Technical Operations
Hoppmann Corporation  Chantilly VA Apr 1986-1988
Service Manager


PUBLIC WIRELESS INC. April 2011 - Present
Privately funded manufacturer, integrator, and full turn-key service provider of indoor and outdoor custom small cell & DAS technologies used by worldwide Mobile Network Operators (MNO).
General Manager, Vice President of Operations & Support
Joined after a long stint as a technical consultant to the President of the company. Driving global operations, supply chain, CMs, ODMs, IT, and all customer facing functions for a full turn-key offering to the MNOs.
Leveraged companys legacy into a multi-million dollar services business using personal services brand: Knowledge, Quality, & Speed.
Established new and highly functional site acquisition, RF planning, and construction teams.
Built a 24x7 Technical Support team complete with TAC & NOC services.
Built a Program Management and Project Management methodology to run small cell deployments.
Awarded a multi-million dollar tier-1 contract for full turn-key LTE small cell deployments in 14 states.
Brought together a world-class team of partners that demonstrated scale to the customer.
Crafted NPI production processes and shipped four new products in the CDMA and UMTS (3G) markets along with certifications for all shippable products.

Privately funded manufacturer and service provider of integrated access and wireless 802.11x technologies for converged and unified communications with locations in the US, Europe, and India. Acquired NextHop Technologies in 2008.
Vice President of Global Operations
Retained by Board of Directors following NextHop acquisition to smooth integration and strengthen manufacturing and customer support. Held P&L responsibility, managed cross-functional work teams, and directed domestic and international outsourcing.

Financial Performance
Reduced monthly operations cash burn by ~$250K through process improvements.
Created new streams of revenue by developing multiple support product offerings geared to many different types of users.
Scaled business to strategic revenue goal of $100M by initiating corporate-wide ISO-like process teams.

Operational Performance
Envisioned and executed global IT plan that protected IP and allowed business to scale.
Executed follow the sun global support structure to maximize responsiveness.
Developed and launched new products using newly designed NPI process, achieving UL/TUV/WEEE/CE/FCC/IC/RoHS product marks.
Launched a full-turnkey deployment model for managed wifi product into hotels.

VC-funded startup service provider and supplier of wireless 802.11x software and advanced routing/ switching  L2/L3 software protocols.
Vice President Customer Operations
Accelerated revenue growth and customer loyalty by leading technical support function including call centers and 4 centers of excellence including large facility in Bangalore, India. Established NPI programs, directed delivery of custom engineering products, and advanced routing protocols. Held P&L responsibility, managed 4-6 direct reports, had frequent BOD interface and reported to CEO.
Built and launched 24/7 global support process emphasizing culture of excellence.
Enriched experience of high-profile clients including Google, Lucent, and Nortel through best-in-class Professional Services operations.
Created scalable ODM model to generate new revenues and royalties.
Standardized outcomes by instituting new process discipline across all functional areas.

Business Consultant / Entrepreneur
On-going venture to provide strategic planning, field and customer support advisory services to startup and mature corporations across broad industry and market sectors. Consultations with executive teams to conceptualize and implement growth plans and drive bottom-line revenue and profit results. Identified, evaluated, and recommended CRM solutions and strategic business modifications
Designed, Developed, and launched deployment, technical support, field service, full turn-key programs and departments for various clients.
Crafted business plans, overhaul-retool and new funding initiatives.
Initiated outsourced and offshore programs that delivered very high level of CSAT with low cost.

LARSCOM INC. 20002004
$100M Publicly traded manufacturer and service provider of telecommunications & networking devices.
Acquired by Verilink Technologies in 2004.
Vice President Global Customer Service (20002004)
Senior executive with full strategic planning, operating, and P&L responsibility for business unit producing $6M in service revenue. Grew company through customer service leadership, and subsequently a dual role in operations and manufacturing. Directed business operations group in charge of contracts, bids, proposals, revenue recognition, invoicing as well as large global service partner. Established and monitored corporate quality metrics. Presented quarterly to the BOD.
Achieved explosive revenue results, delivering 40% increase within 18 months while boosting gross margins to 80%.
Increased efficiency and service quality by consolidating customer service outsourcing to single global service partner.
Redesigned training programs to provide larger array of training options that met each clients needs.
Increased service contract renewal rate by 50% through aggressive sales initiative.
Selected and implemented CRM system that enabled integrated defect tracking with engineering division.

Vice President Operations/Manufacturing (20012004)
Promoted to steer ISO-9000 high-volume manufacturing, QA/QC, assembly, purchasing, logistics, contract manufacturers, and factory repairs. Played influential role in merger and acquisition preparation and integration.
Maximized revenue by expanding manufacturing operations into existing global facilities. Achieved high cycle turn rate and competitive cost structure by using 100% turnkey, JIT, and KANBAN processes.
Identified, evaluated, and selected new vendor when companys primary contract manufacturer ceased operating. Negotiated contract and began operations within 1 month, meeting all revenue and production targets.
Led design, construction, and commissioning of new manufacturing facility to achieve all schedule and budget goals.
Reduced costs by streamlining operations with automated systems and new bar code system.

$250M publicly traded manufacturer and service provider of interactive video hardware and software technologies.
Sr. Director, Global Technical Operations
Recruited to company following acquisition of Compression Labs. Charged with directing customer service function, 3 global TACs, training, professional services, and field service. Held P&L responsibility for $30M in service revenue, representing 10% of total company revenue worldwide. Managed 135 staff through 8 regional directors in offices in Sunnyvale, Brussels, Beijing, London, and Washington, DC. Conducted due diligence for additional M&A activities.
Named Director of the Year for implementing Virtual TAC that improved customer service while decreasing operating expenses.
Decreased import/export costs by using in-country facilities in Asia and Europe for builds and shipments.
$250M publically traded manufacturer and service provider of videoconferencing codecs, software, and custom room systems; acquired by VTEL in 1997.
Director Technical Operations
Lead divisional ISO implementation efforts for certification. Held full P&L, managed in-house and outsourced resources in excess of 100 and reported to the CEO. Influenced revenue growth from $6M to $150M+, positioning company as attractive acquisition candidate.

HOPPMANN Corporation 1986 - 1988
Privately held DOD/Government system integrator, service provider, and manufacturer of high grade optics and room systems for video/audio communications.
Service Manager
Joined this private DOD 8(a) system integrator in a technical capacity and quickly moved into the management ranks. Managed the service department and personnel for many high level DOD installations around the world. Started the first series of customer service metrics including true customer satisfaction. Interfaced with a multitude of ranking military officials while in a civilian capacity and held several security clearances including TS/SBI/EBI. Acted as the dealer interface for many different OEM vendors. Was responsible for the certification of all service techs on an annual basis. Traveled extensively both via commercial and MAC modes of transportation.


Brown College  formerly Brown Institute of Technology  Minneapolis, MN
AA  Electronic Technologies
NASM Certification  University of Wisconsin  Madison, WI

Human resources training via HR Certification Institute is ongoing to stay current with California employment law in this ever changing and dynamic state. If you can manage here, you can manage anywhere!

Professional training includes a vast number of executive and leadership development seminars and technical courses including but not limited to wireless, wifi, routing, video and CRM / ERP / MRP implementations.

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