Download PDF

Summary

Extensive executive management experience as Customer Advocate in Professional Services implementing and sustaining large complex systems combining people skills with technical knowledge to achieve excellence for top Service Provider & Enterprise customers including AT&T, Comcast Cable, Verizon, Time Warner Cable, and Walmart.  Have enjoyed pursuit of emerging technologies which at present is Cloud solutions but am flexible in technology focus.  Prefer to continue my career in Professional Services Programs & Delivery Management focused on development of dedicated customer relationships.

Skills/Strengths

Customer relations and satisfaction
Team leadership
Services lifecycle delivery across professional services spectrum
Mentoring high performance engineering teams
New professional services development for evolving markets
SaaS and PaaS focus for total support including third party elements
Build from ground up total support functions including front line and advanced services
Develop go to market strategy for subscription based SaaS cloud solution
Complex systems integration
Strong technical knowledge in telecommunications

Work History

Jan 2015Present

Vice President Global Services

Connectloud Inc  (A Cloud SaaS solution developer/provider) 

* Being a startup worked multiple roles including Business Development and brought $2.2M worth of revenue to the company in first 9 months.
* Built out from scratch global support processes including XenServer Customer Relationship Management platform and support teams in United States and Malaysia.
* Collaborating with sales, engineering, and executive team, developed customer ROI of SaaS based cloud management model contained in an Agile model.
* Led development and delivery of Connectloud's business consulting team located in Plano, Texas.
* Co-developed a revised business plan extending our global buildout and reach for potential Venture Capital organizations.
* Developed the partnership and specific interfaces between Connectloud and IBM to accommodate reselling of our product globally through IBM sales force.

Jul 2011Dec 2014

Senior Delivery Executive Advanced Services

Cisco Systems Under Contract to Comcast Cable

* Responsible for managing client executive relationships and complete portfolio of professional or advanced services.
* Co- developed and deployed Comcast's cutting edge  X1 product which was the first centralized guide solution based on Open Stack's cloud.
* Designed and deployed Comcast's Infinity Video on Demand service which grew to over 40, 000 titles available to 15 million subscribers.
* Oversaw Comcast's Digital Voice business grow to over 4 million subscribers making them the fourth largest telephony provider in the world.
* As P&L owner grew services business from $15M to $100M by introducing value through new services models.

19982011

Senior Delivery Manager Advanced Services

Advanced Services at Cisco Systems Inc

* Created Cisco's" Professional (Advanced) Services Service Provider VoIP Program portfolio.
* Organized Cisco's first offering of end to end solution support specific to Cable providers.
* Formed and managed global SP VoIP teams across the service provider and large enterprise space.
* Managed all Cisco" Critical Accounts Program" escalations in the Service Provider space related to VoIP.
* Grew the SP VoIP business to $150M globally.

1997

Manager, Customer Support

Technical Assistance Center at Cisco Systems Inc
Manager, Customer Support at (2 years) Created and managed front line technical support teams supporting access then VoIP technologies. Measured on customer satisfaction always exceeded company goals acheived through team skills development.* Aggressively hired at least 100 engineers both experienced and inexperienced and developed processes and programs to quickly assimilate into the Cisco culture of support.
1995

Operations Manager & Network Administrator

San Joaquin County Office of Education
* Managed 8 member K-12 school districts Joint Powers of Agreement systems running on large Unisys mainframe architecture supporting financials, payroll, and attendance.
* Designed, deployed, and managed a frame relay network connecting over 100 schools and ethernets in each of those school classrooms and offices.
1990

Senior Systems Engineer

Unisys
* Onsite technical support for Unisys mainframes and all associated peripheral equipment at large enterprise and financial institutions.

Education

1990

BS Computer Science

California State University Stanislaus

Electronics Engineering and UHF Aviation Technology

USMC Technical Institution

Certifications

Top Secret Security Clearance

United States Marine Corps

CCIE # 1972

Cisco Systems Inc