LEADER PROFESSIONAL SERVICES
I am a dynamic software and services executive with over 28 years of software and technology services sales and service delivery management, I have built several profitable service delivery practices from scratch and have delivered a wide range of solutions covering multiple industries and technologies, Additionally, I have launched training, career development/performance management and customer success initiatives from which significant gains in software and services sales, revenue, and margin have been realized. I am a strong leader who has managed many national and international projects of all sizes and across multiple industries.
COMPETENCIES
" Program Management: Agile and traditional: SAFe, extensive delver management experience in all areas of project/solution delivery (Practice Manager, Pre-Sales Director, Director Professional Services, Area General Manager
" Solution Delivery: ERP, BSS/OSS, systems integration, application implementation, Big Data, SaaS, disaster recovery, network/communications, virtualization, content management, managed services, BI, IT Infrastructure, application development, data management.
" Operations: Measure, analyze, and manage to operational metrics such as work force productivity, staffing ratios, overtime costs, financials.
" Customer Services: Strong track record of meeting SLA requirements. Implemented processes and procedures to ensure successful solution delivery. " Product/Services: Creation and delivery of new software service offerings.
" Financials: Consistent attainment of quarterly services targets: P&L/ revenue/utilization targets/headcount.
" Project/Service Quality: Precise assessment of customer quantitative and qualitative data to help drive continuous improvement, PMO policies and practices, problem assessment. and root cause analysis enabling effective response to audits.
" Sales/Business Development: Collaborative relationship with internal that has consistently produced millions of dollars in new IT product and services sales and revenue.
" Tactical Planning: Manage the planning and execution to achieve the company objectives.
" Work Force Management: Recruiting, hiring, coaching, career development, performance management assessment and review.
NOTABLE ACCOMPLISHMENTS
" Achieved services revenue growth from $18M to $32M through the creation of value-add software services (e.g., projects, bundled services, managed services), with focus on delivery of engagements that produced higher margin yields.
" HPE- Successfully Implemented software solutions that allowed users to select the
network functionality they required, creating their own specific: services, bandwidth,
and configurations.
" HPE-Successfully delivered solutions which integrated Juniper-based logical networks
into the legacy back office systems to support activities related to deployment, service
delivery and service assurance. The integration provided the capability to interface with
existing systems.
" Managed the merger and integration of a major software company.
" Built a Network Services (Cisco funded) Start-Up from $0 to $9.1M (within 1 year) in
sales, and from $0 to $4.8M in services revenue. Grew billable headcount from 0 to 28
employees. Developed and executed successful sales and delivery strategies.
" Achieved $720K to $5.7M revenue growth and team growth from 2-14 software
consultants through the creation and management of EMCs first Government Clients
Content Management Services Practice.
" Built HPE Network Virtualization Practice from ground-up.
" In the role of Oracle Practice Director- (within 1st year) Government Services,
managed and grew from 1 delivery practice to 3 practices
PROFESSIONAL SERVICES EXPERIENCE
HEWLETT PACKARD ENTERPRISE Atlanta, GA 2014-2016
Program Director/Customer Solution Delivery Division of Communication and Media Services
Created and managed a network virtualization & analytics delivery practice. Metrics include on-time and within budget project delivery, achievement of financial targets (utilization, revenue, margin, business development and workforce retention and development.
" Built and established HPEs network virtualization practice from the ground up.
" Grew services revenue from $3.8M to $6.8 M (virtualization solutions). Growth attributed to engaging the marketing group to develop better sales collateral. Also, secured funds necessary to successfully stage and deliver proof-of-concept engagements which lead to new customer solution sales.
" Realized a 42% improvement in customer satisfaction scores though the enforcement of PMO policies and practices, and by ensuring project activities were conducted in a manner that demonstrated to customers a high level of excellence.
ADOBE Atlanta, GA 2013-2013
Director Pre-Sales and Software Applications Delivery
Provide management oversight for all engagements. Managed and accountable for realizing financial targets (P&L utilization rates, margin, revenue, sales, business development. Managed a team of highly skilled technical experts. Worked closely with sales to ensure a high level of customer satisfaction.
" Successfully delivered application web marketing solutions that permitted marketers and developers to manage customer online experience from one place and share content across all relevant channels, including desktop, mobile web, and mobile apps.
" Generated and delivered $4.2M in new professional services
FALCONSTOR Atlanta, GA (Data Management-Hardware and Software Solutions) 2012-2013
Americas Director Professional Services
Managed Americas Professional Services Team (Line Managers, SMEs, PMs, Implementation Specialists). Managed software implementation team, financials (P&L utilization rates, margin), business development, strategic planning and tactical planning. Work with sales to drive solution discovery and high levels of customer satisfaction.
" Significant improvement in customer satisfaction due to improved mapping of solutions to customer requirements.
" Delivered solutions to a utility company, to complete their Software-defined datacenters. The company managed six servers stretched over two clusters with a total capacity of close to 600 TB. Successfully modernized their data center by delivering converged data storage solution with performance optimization, in the right locations, all while protecting their existing investments.
" Significant improvement in customer satisfaction due to improved mapping of solutions to customer requirements.
" 13% improvement in services margin, 24% improvement in closures of add-on-services through the tightening of professional Services, sales, and customer support team linkages.
" 28% growth in revenue due to work with the marketing team with respects to the collection of marketing data from which an additional number of services were identified, successfully sold and implemented.
" 55% reduction in project rework after having commissioned a Finish Strong campaign, the basis of which was the creation of an integrated solutions blueprint to ensure all project work packages, document check lists, and workforce budgets met baselines in accordance with financial target timeframes and PM quality metrics.
EMC CORPORATION Atlanta, GA 2005-2010
Director Professional Services Atlanta, GA
Manage multiple software implementation teams (22-45 direct reports including SMEs, PMs, implementation technical specialists). Managed and accountable for achieving financial targets (P&L utilization rates, margin, business growth), Worked with sales to drive solution positioning and to produce healthy client relationships.
" Grew services revenue from $720K to $5.7M having created and managed EMCs Government Content Management Practice.
" Managed the merger and integration of a major software company and its product line.
" Grew delivery headcount (software storage solution practice) from 12 to 21 technical consultants and 3 to 6 engagement managers.
" Reduced outstanding receivables to below 60 days from 120 days through the improvement of cross functional collaboration and teamwork.
OTHER PROFESSIONAL EXPERIENCE
" PLATINUM TECHNOLOGY: Regional Director Professional Services
" CANDLE/IBM (IBM Middleware): Manger Solution Pre-Sales
" HEWLETT PACKARD/DEC: Manager Software Services; Services sales account manager;
District Sales Manager; Senior Director Multi-Vendor Services
" NETIGY/CISCO- (Network Services Start-Up): General Manager Southeast Operations
" ORACLE Practice Manager; Practice Director
CERTIFICATIONS AND COMMUNITY INVOLVEMENT
" CSM (Certified Scrum Master);
EDUCATION
M.S. Human Resources Management; Rutgers University, New Brunswick, NJ
M.Ed. Counseling; State University of PA, Edinboro, PA
B.A. Psychology; Kings College, Wilkes Barre, PA |
