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Summary

Proven ability to comprehensively identify and evaluate opportunities for improvements in existing policies and procedures. Experience developing and implementing solutions that result in a positive impact in revenue as well as efficiency. Knowledgeable manager with 20 years of experience in distribution, technology and strategic partnering. Combines a highly analytical personal approach with effective direct and virtual team leadership abilities.

Specialties: Team Building and Coaching, Customer relations, Technology Education, Professional and Technical Communication, Problem Analysis and Resolution, Process Optimization

Work experience

Nov 2012Present

Manager of Vendor Services

Westcon

Responsible for maintenance contract renewals for Unified Communication and Collaboration vendors. Exceeded quota in excess of $300 million in 2014. Developed a strategy to automate contract renewals for resellers that can be rolled out globally. Prepared and delivered business plan for a pilot and production version to executive boards, vendors, and management. Anticipated deployment in 2016. Expected to improved efficiency by 50% and increased renewal rates for maintenance contracts.

Jun 2006Nov 2012

Manager of Technical Services, North America

Westcon Group, North America

Centralized responsibilities for all unified communications vendors, supporting the US and Canada, including Avaya/ Nortel, Polycom, and Spectralink. Recruited and hired highly skilled sales engineers. Redesigned existing processes to simplify information gathering, save time and resources needed for quote delivery. Partnered with customers to implement integrated support and customized tools to meet their specific needs.

Jul 2001Jun 2006

Manager of Technical Services

Voda One

Responsible for delivering support services including design, post-sales, and service quoting. Increased team from 5 engineers to 14 in locations across the United States. Expanded support of product lines and regions. Implemented the creation of post-sales specialists and labs to troubleshoot system issues, consolidated support of various vendors into a combined service delivery team, and provided 24-hour support from fault isolation and remediation to product expedite service.

Jul 2000Jul 2001

Pre-Sales Support Supervisor

Voda One

Created, trained, and supported team of 4 design engineers to deliver enterprise system designs. Partnered with customers to understand their current technical environment and key business issues to develop a proposed solution.

May 1996Jul 2000

Sales Engineer

CCA Technologies

Sales support and design services for telecom customers. Basic design support through contact center integration. Pre-sale and post-sale support for resellers and end-users. 

Education

20122014

Bachelor of Science

Robert Morris University

Graduated May 2014 Magna Cum Laude.  Received Dean's Scholarship Fall and Spring 2013.