Experience

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  Black box network services

  Jan 1999 - Jan 2016

  Progressed through multiple roles during tenure based on outstanding performance and contributions. Provided strategic leadership for service maintenance network contracts, working with client and cross-functional teams to manage all functions, including material management, scheduling, field designs, contract implementation and manpower requirements. Held direct accountability for writing and amending contracts, P&L, vendor relations and forecasting budget, spend and revenue. Built and led a team of 10 direct and 300 indirect reports, developing and facilitating training for all management personnel to ensure optimal performance. Coordinated large-scale installation projects for clients with up to 1,400 locations; planned and supported all project activities, working closely with program managers to ensure successful completion. Managed contract value of $40M for major accounts, including Intel, Freescale, Motorola, General Dynamics, Vanguard, Jones Lang LaSalle, Microsoft and Uber. Handled all contract development and renewals, including responding to RFPs, preparing bids and providing cost estimates for all projects; achieved 100% contract renewal rate during tenure. Assembled process improvement teams to coordinate and lead multiple process improvement projects. Created a cable plant operations manual on how to install and terminate copper. Updated safety standards to meet client recommendations and standards. Coordinated with vendor to store product at their facility until use, leading to better utilization of space. Documented cable pathways that were not on CAD drawing to help enhance operations and installations. Developed a phone recycling initiative for client after transition to VoIP services, which lead to 44K lbs of phones being refurbished and resold. Offered “not to exceed” pricing on customer quotes instead of fixed bid quotes, which enhanced customer satisfaction rates due to not being overcharged. Show less Charged with overseeing various key accounts throughout the Phoenix area, holding full P&L responsibility for $8M in annual contracts. Performed all project functions, including site deliverables, performance management, team support and SLA reporting. Worked cross-functionally with sponsors, IT managers, facilities managers, factory supervisors, tool owners, network teams, project managers, safety representatives and customers to coordinate all project activities. Led daily MAC activity performance reporting to assess staffing and quality requirements. Provided leadership, coaching, mentoring and supervision for technicians, training them on customer support and service techniques to drive positive results in satisfaction and retention. Assessed customer survey results and discussed during weekly meetings, introducing process improvements and initiatives to enhance customer experiences. Oversaw the onboarding of new staff to ensure seamless service delivery. Show less

  • Client Delivery Manager | Operations Manager

    Jan 2006 - Jan 2016

  • Service Executive

    Jan 1999 - Jan 2006
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  Apsen technologies

  Feb 2018 - now

  Service manager

  ASPEN TECHNOLOGIES, Tempe, AZ 2018 – PresentService ManagerManage service desk to include: triage of incoming technical requests, resource allocation, customer support, and quality control, invoicing and problem resolution. Provide technical leadership for field technicians. Develop and utilize reports to ensure performance and SLA’s. Develop processes and procedures to provide exceptional customer service.  Provide project management for smaller projects less than $20K. Coordinate time lines and scheduling.  Material ordering. Change Order management. Invoice management. Show less