Experience

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  Retired

  • Retired

    • May 2021 - Present

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  Unisys

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Program Manager

    • Jan 2010 - Nov 2021

    • Transition Manager for national and international pursuits

  • Program Manager

    • 2010 - 2015

  • Program Manager

    • 2010 - 2015

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  Siemens IT Solutions and Services

  • Solution Director

    • Aug 2007 - Sep 2009

    Solution Director for national and international pursuits ranging for $4M to $500 M. Responsible to direct and coach teams to design solutions requested by the client's request for proposal. Managed all aspects of the pursuit to ensure that the solution met the client's requirements while at the same time providing the appropriate profitability required. Followed all quality gate requirements to gain approval for solution prior to submitting to client. Interfaced with client's senior managers including CIOs to provide details of the solution to ensure that all requirements were met. Participated in SOW and contract negotiations. Successful pursuits included:Large Global Software Company renewal ~$10M over 12 months for global deskside supportLarge Printer Manufacturer ~$4M over 5 years included deskside support

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  Hewlett-Packard Company/Compaq Computer Corporation/Digital Equipment Corporation

  • Senior Solution Architect

    • May 2002 - May 2007

    Outsourcing Services 2002 to 2007)Lead solution architect for national and international pursuits. Responsible to assemble teams to design solutions requested by the client's request for proposal. Managed all aspects of the pursuit to ensure that the solution met the client's requirements while at the same time providing the appropriate profitability required. Interfaced with client's senior managers including CIOs to provide details of the solution to ensure that all requirements are met. Participated in SOW and contract negotiations. Pursuits sizes ranging from $250M to $800MTower lead solution architect responsible for design and delivery of 1st - 3rd level help desk for national and international corporations ranging from 1,000 to 70,000 seats. Pursuit sizes ranging from $300M to $980M.Tower lead solution architect responsible for design and delivery of end user support for national and international corporations for pursuits ranging from $300M to $1B.Successful pursuits included:Large Pharmaceutical Company ~$1.2B over 5 years for global service desk, desk side support, network support, data center supportLarge Automotive Supplier ~$300M over 3 years, for service desk, and data center support Large instrument and calibration company ~$980M over 5 years for global service desk, desk side support, network support, and data center supportLarge European cell phone manufacturer ~$1B over 5 years for global service desk, desk side support, network and data center support.

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  Hewlett-Packard Company

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Senior Solution Architect

    • 1976 - 2007

  • Program Manager Digital Equipment (Customer Service

    • Jan 1992 - Jan 1995

    Managed 35 on-site support and customer service personnel for a key Desktop computer systems contract administered by Digital. Directed the development of proposals, management of system operations, upgrades and repairs. Interfaced with customer management. Provided expertise in all aspects of computer operations from hardware to software operations. Coordinated and scheduled new client presentations from one-on-one discussions to formal proposals to corporate executives. Accountability for profit/loss, budgetary constraints and customer satisfaction. Took over a failing $2.1 million account and implemented stringent controls and established clear contractual guidelines. This contract went from a loss to over $100,000 in profits in the first 6 months of reorganization. Developed and provided training to company personnel and clients in system operations.

  • District Business Operations Manager Digital Equipment (Customer Service

    • Jan 1986 - Jan 1992

    Oversaw the district operations which encompassed Mid-Atlantic area including DelMarVa Peninsula, New Jersey and Pennsylvania. Directly accountable for Profit/Loss. Managed administrative and logistical operations of district. In first year restructured district logistical operation increasing efficiency and customer response, took the district from 8 of 8 in region to third in 1988 and to first place in 1989. Overcame substandard operations of previous manager. This action resulted in exceeding corporate guidelines by end of fiscal year 1988.

  • Customer Services Unit Manager Digital Equipment (Customer Service

    • Jan 1980 - Jan 1986

    Managed the computer and large systems groups.Accomplishments:Recipient, Top Customer Survey Ratings for the cost center for 1983 to 1986.Member of MAA 9 club for having customer satisfaction rating of 9.0 or higher on a scale of 1 to 10.Accepted additional responsibilities of account manager for large government client.

  • Customer Service Engineer Digital Equipment (Customer Service

    • Jan 1976 - Jan 1980

    • Promoted to Customer Services Unit Manager• Performed maintenance on computer equipment and peripherals

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  Hewlett Packard, Compaq, Digital EMEA, Canada, US, Asia Pacific

  • Solution Architect

    • 1976 - 2007

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  Compaq (Outsourcing Services

  • Client Services Manager/Transition Manager

    • Jan 1997 - Jan 2002

    Responsible for transformation of a multi-national client's helpdesk. Implemented improvements to reduce overall call handle time from 14 minutes to 12 minutes through the use of an automated pass word reset program, thus improving profitability. Responsible for profit and loss. Provided transition management and consultation for several global clients. Member of a project team to design an SAP utility program to provide infrastructure support for small to medium clients on demand. Designed the single point of contact help desk to provide support for the SAP utility program.

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  Digital Equipment (Outsourcing Services

  • Program Manager/Transition Manager

    • Jan 1995 - Jan 1997

    Managed on-site 25 person global help desk operation for Global medical instrumentation company. Responsible for transition of the help desk and then day to day delivery. Performed all day to day operations including working outages with client senior management.Managed on-site 5 person help desk operation for an international company. Responsible for transition of the help desk and then all day to day operations including system management of the call handling system and managing help desk agents. Coordinated all outages. Worked major outages with the client CIO. Reduced average hold times from 20 minutes to less then 2 minutes within first 3 months, thus improving customer satisfaction from dismal to outstanding. Coordinated weekly and monthly meetings with client senior management to improve communication channels.Managed transition for a multi-national client's help desk ensuring that all milestones were met. The help desk was fully operational 30 days ahead of schedule.

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  Sperry Univac

  • Customer Service Engineer

    • Jan 1974 - Jan 1976