Greg Thistlethwaite

Summary

Account Management / CRM / Data Communications / Engineering / IT / Multi-Project PlanningProjects / Business Development / Proposals / Business & Process Analysis / Budgets / Team

I managed IT project portfolios that generated $16M in revenues per year. Deploying off-shore and on-shore resources, I designed, developed and implemented mission-critical enterprise wide business solutions, improving performance. I worked with companies and clients like Nortel, TXU Energy, Capgemini, Hydro One and Luminant Power.

● Validating client needs and communicating specific requirements for development● Training customer care personnel located off-shore, enabling them to handle high call volumes● Developing on-boarding processes for account managers● Streamlining process, increasing productivity and profitability● Managing transition of technology equipment

My education includes a BS in Electrical Engineering Technology from Purdue University. I have pursued additional course work in ITSM/ITIL. I am a strong communicator and problem solver.

Technical skills: Voice and data networks, Wintel and Unix Servers, mainframe storage and backup systems. LCIS, Cordapix, ITSM, Microsoft Suite including MS Project and Access..

Skills

Skills

AREAS OF EXPERTISE

·      Program Management ·      Project Management ·      Crisis Management ·      Key Account Relations ·      Process Improvements ·      Strategic Planning ·      Tactical Planning ·      Scheduling

Work History

Work History

Enginering Project Manager

Nortel Networks

Engineering Project Manager / Account Planner (2001 to 2006)

ØFunctioned as an Engineering Project Manager contact for Order Engineering into a virtual team, which includes Account Team, Sales Engineering, Project Management, Installation, Order Management, Order Planning, Network Integration, Network Software Services, and Customer representatives.

oManaged all correspondence for engineering issues and drove process improvements to ensure customer satisfaction and business success.

oInterfaced with Managed Service Partners for workload forecasting, scheduling, and escalation issues.

oMonitored and participated in Order Commit Process to ensure customer expectations and Nortel deliverables are aligned.

oValidated account forecasts and communicating account specific requirements that drove resources and skill sets.

oPartnered with delivery primes (Network Integrations, Network Software Services, Network Engineering and Installation) to deliver Plan and Build proposals for Enhanced Services within 3 days.

oMet with tools, process, and system owners on a weekly basis and drove process consistency and efficiency.Also made changes to the processes to ensure internal and external customers’ requirements are met.

oTeamed with customers to understand and develop their business and strategic direction.

oCollaborated with the Business Center to obtain accurate metrics to drive business efficiencies, reduce cost and increase margin.

Engineering Manager (1998-2001)

ØManaged operations, daily planning, engineering and resource allocation for Supply Chain Order Operations engineering function.

oManaged and budgeted a group of 10-20 engineers in all product lines (VoIP, AccessNode, DMS, Optical, and Wireless).

oEnsured customer satisfaction through quality standards and measures by evaluating the performance of tools and employees.

oReduced installation queries by 25% by streamlining business processes and strengthening internal quality.

oDeveloped and drove the implementation of new processes to increase employee and customer approval and to effectively manage the department, resulting in more effective documentation and project planning.

oAided in the creation of a new position (CIE-Customer Implementation Engineer) that merged Sales Proposals and Equipment Engineering, streamlining the business process by eliminating handoffs and reworks.

Customer Engineer (1996-1998)

ØResponsible for interpretation of existing contracts, order capture, and formation of customer relationships. Managed the customers’ projects from early identification and job planning to customer information capture through customer acceptance. Conducted customer information meetings to ensure accurate capture of detailed engineering requirements and to obtain customer approvals. Produced accurate and detailed specifications and drawings for the Manufacturing and Installation teams. Ensured all financials met Nortel Networks and customer contract requirements.

Senior Equipment Application Engineer (1996-1997)

ØAccountable for detailed engineering of initials and extensions for DMS, GPS and STP switches. Analyzed customer requirements to consistently prepare and to release in a timely manner accurate detailed engineering specifications and drawings. Supported Installation and Program Management teams to ensure a successful completion of the job. Coached and mentored new Equipment Application Engineers.

Site Team Leader / Network Technician (1995-1996)

ØEnsured Meridian Mail (MSM and GP) and Companion PCS systems were installed, tested and commissioned according to customer requirements, company commitments and corporate standards while adhering to critical schedules and budgets. Taught “Meridian Mail Installation and Upgrading” training courses.

Feb 2007 - Present

Project Manager

Capgemini

Technologies and applications includes: LCIS, Cordapix, Voice and Data Network elements. Wintel Servers, Unix Servers, Mainframe, Storage and backup systems, Oracle, SQL, Voice, data and monitoring systems

Project Manager (2008 – Present)

ØCurrently working as a Project Manager for large energy companies. Responsible for the planning and implementation of multiple projects. Additional responsibilities include defining scope, creating estimates, writing proposals and managing resources. Contributions to transition management include process definition and documentation standards for the infrastructure management service line.

oManaging the implementation of Application Monitoring using the Tivoli Monitoring suite of tools, integrating the monitors into the existing ITSM and TeleAlert systems to effectively monitor applications.

oManaged the implementation and transition to new continuous improvement tracking tool and to a new set of estimation tools and processes.

oManaged a portfolio of multiple projects generating over $1million dollars in revenue for the company.

oManaged resources spanning from Europe to India within the Capgemini Right Shore model to deliver projects in an efficient manger.

oProjects were delivered on-time and within budget while achieving a high-level of customer satisfaction.

oManaged the transition of all network equipment, Wintel/Unix servers, mainframe computer and storage devices.

oManaged a portfolio of multiple projects generating over $2.5 million dollars in revenue for the company utilizing on-shore and off-shore resources.

oContributions to the wholesale markets team include, defining and implementing a resource tracking and allocation process that is used by all project managers on the team.

oProjects were delivered on-time and within budget while achieving a high-level of customer satisfaction.

Account Manager (2007 to 2008)

·Account Manager for a large southwestern energy company. Responsible for the planning and implementation of multiple projects for the Retail Energy Market. Additional responsibilities include defining scope, creating estimates, developing proposal and presenting the solution to the client to satisfy the client’s business needs. Contributions to the retail markets team includes, conducted weekly client meeting to gather requirements and define solutions to complex business problems. Developed and implemented a Client Approval Template and on-boarding process for account and proposal managers.

oManaged a portfolio of project that generated $16 million dollars in revenue per year for the company. Utilizing on-shore and off-shore resources.

oSupported operational requests for assistance, information and functional support for Capgemini Energy and Capgemini Energy’s clients. Supervised a team of 20 employees.

oMet and interviewed business users to assist in the generation of innovated solutions to business issues.

oProvided prompt and professional resolution of internal and external customer requests.

oMonitored the accurate completion of workflow to ensure customer satisfaction.

·Program Manager for Provider of Last Resort (POLR) Events for energy retailer. Coordinated and managed Service Line and project resources activities to ensure that all customer accounts were correctly activated and ready to properly bill. Resolved issues and directed research for the client, and senior management.

oMonitored the accurate completion of the addition of 15,000 new customers to the energies company portfolio.

oSupported operational requests to send multiple notices to new POLR customers.

oManaged the training of on-shore and off-shore customer care agents to handle the new call volumes and types.

oProgram was delivered to the client on-time and with high customer, regulatory and client satisfaction.

Education

Education
Aug 1990 - May 2005

B.S.

Purdue University

Certifications

Certifications

ITIL v3

EXIN International