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Overview
Technology Services and Marketing Executive with broad
experience in high tech companies from start-ups through Fortune 500 firms.
Leader of effective organizations that deliver results through impactful
marketing messages and superior services. Experienced in professional services,
contract negotiation, project management, process re-engineering, new product
introduction, and marketing communications.
Experience
Senior Director, Professional Services
2005-2008 ADX–Advanced
Data Exchange, Fremont, CA
 | Directed and defined professional services development
and delivery enhancing and extending ADX services for hundreds of its
clients. |
 | Management team key contributor in product management,
strategy, project management, marketing and sales support roles. |
 | Directed project management and critical vendor
relationship for company’s strategic new service offering, CommerceMail.
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 | Provided customer advocacy and product direction for
development of core services delivery platforms, CommerceView and
CommerceNet. |
 | Grew professional services revenues in excess of 100%
annually three years running. |
 | Drafted and negotiated all agreements involving
professional services. |
 | Provided key requirements for implementation of
scorecarding and vendor segmentation features within CommerceView platform.
|
 | Creative director for multimedia and co-architect of
company web experience makeover. |
Senior Director, Marketing Technology
2001-2005 Convergys Corporation,
Heathrow, FL
 | Set direction and strategy globally for demonstration
support solutions and digital media within corporate marketing. |
 | Led a team comprised of digital media creative
specialists, demonstration systems analysts/developers, and systems support
technicians providing creative services, technical/systems support, and
demonstration capabilities worldwide. |
 | Reduced costs, increased reliability and accelerated
development for complex product demonstration and prototyping by
transitioning from premise-based to efficient remote access servers and
centralized support. Supported 200 customized demos per year. |
 | Principal creative director and project manager for
dozens of product and testimonial videos, presentations, and interactive
marketing tools for sales, meetings and events. |
 | Project Manager in developing Executive Briefing Center
design and implementation plan for $4.6 million corporate headquarters sales
center facility. |
Senior Director, Technology Innovation
1999-2001 Convergys Corporation,
Heathrow, FL
 | Set direction and strategy for emerging electronic business
unit of $1.7 billion customer relationship management and billing solutions
company. |
 | Selected partners, negotiated engagements and identified
investment opportunities to enhance corporate technology portfolio.
Companies partnered with included Kana, Cisco, SpeechWorks, others.
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 | Directed development of prototypes and pilot applications
showcasing new technology |
Director and Solutions Architect
1996-1999 Convergys Corporation,
Heathrow, FL
 | Designed outsourced support solutions
for major hardware, software, services, and retail clients. |
 | Instrumental in closing major accounts
resulting in 300% increase in revenues. |
 | Evaluated technology and market
trends. Identified strategic opportunities for development of products and services.
|
 | Contributed to development of DMTF/CSC
Service Incident Exchange Standard and Solutions Exchange Standard.
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Director, Support Engineering
1993-1996 Software Support, Inc., Heathrow, FL
 | Grew technical support call center
operations 150%.
|
 | Assessed prospective client needs and
developed support solutions.
|
 | Evaluated technology for new support
offerings or use within operations.
|
 | Developed and implemented Quality
Assurance system and process.
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Director, Materials Management
1990-1992 C3, Inc. Computer Support, Herndon, VA
 | Managed worldwide supply chain including parts,
logistics, vendors and repair depot for $13 million computer field service
operations. |
 | Selected and implemented service
management information systems. |
 | Developed service delivery for
company's first non-government support contracts. |
 | Reduced service parts backlog 84%
through process re-engineering. |
Director, Support Operations
1985-1989 Adage, Inc./CGX Corp., Billerica, MA
 | Managed support operations including contracts, technical
support, logicstics and refurbishment, for
high-end graphics workstation manufacturer with $17 million in world-wide support revenue.
|
 | Integrated and streamlined operations
following merger of Adage, Lexidata, and CGX.
|
 | Negotiation team member for sale of
support division to NCS.
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Advanced Technical Support Representative
1974-1984 3M, Billerica, MA
 | Responsible for product introduction
of new systems products worldwide. |
 | Traveled extensively to subsidiary and
client sites to conduct technical product seminars, quality reviews, and major site
installations. |
Professional
 | Convey Systems, Board of Directors, 2000-2002, Advisory
Board, 1999-2000 |
 | DCI, CRM Advisory Board, 1999-2001 |
 | Support Management Working Committee, Desktop Management
Task Force, 1996-1997 |
 | Microsoft Certified Professional
|
 | Novell NetWare Certified |
Education
 | Regis University – project management and business |
 | Framingham State College – business, finance and
economics |
 | Control Data Institute, Honor Graduate |
 | Southern Illinois University, President’s Scholar – 2
years |
Last Updated:
July 24, 2009
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