Work History

Work History
2000 - May 2010

Vice President Operations


Multinational Managed Application and Hosting services company with revenues of over $150 million and 500 employees; Provide strategic planning, execution and day-to-day leadership to enhance profitability, productivity, and efficiency and customer satisfaction throughout the hosting services division. Established an Account Management and Executive Sponsorship plan resulting in increase in client satisfaction from 2.5 to 4.2 (on a scale of 1 to 5) and reduction in customer churn to <1> Reorganized and restructured Global Operations Center to improve call efficiency and increase first call ticket closure ratio to >85% Revised and enhanced product and services offering and strategized developed and released a number of key products and services including virtualization and online backup offerings Instituted a cost savings, reduction and consolidation plan resulting in significant monthly cost savings of over $100,000

1999 - 2000

Vice President Business Development. / General Manager

Young Adult Professional Associates (YAPA)

Start-up venture offering networking, mentoring and career development services to young professionals; Responsible for fund raising, financial controls, management of day-to-day operations and supervision of staff. Actively involved with fund raising activities including presentations to venture capital companies and other investors raising over $10 million in start up venture capital Built a national network of partnerships and alliances offering discount and benefit programs to members Project manager and Web Master for multi-million dollar web site redesign and managed vendor and partnership relationships on new web site.

1998 - 1999

Manager, New Media and Technology

The Pyramid Companies
Northeast's largest privately held shopping mall developer owing 21 properties in 4 states Manager-New Media and Web Development Managed and directed the efforts of a full multi-media/marketing department. Responsible for planning, budgeting, forecasting and analysis of performance. Production manager for development and release of a series of multi-media CD-ROM's showcasing the mall portfolio. Completed the 9 month project in just less than 9 weeks. Developed strategy and marketing programs to solicit corporate sponsorships and strategic alliances in order to increase non-leasing revenue throughout shopping mall portfolio. Responsible for researching, and compiling detailed information on potential business partners, forecasted pro-forma financials, and potential profitability of partnership to the company. Negotiated and signed a number of agreements.
1993 - 1998

Reg. Builder Sales Mgr

Norwest Mortgage, Inc
Responsibilities included development, marketing, administration and profitability for state-wide construction lending and rehabilitation mortgage programs. Sales growth exceeded 170% in gross originations on a year to year basis. Developed business from $0 to $55mm closed business in 1997. Construction loan volume accounted for 15% of total closed loan volume
1991 - 1993

Sales & Marketing Manager

Cannon Development

Full responsibility for all aspects of sales, marketing, advertising, competition studies, and market absorption forecasts, public relations and promotional efforts. Efforts resulted in sales increase of 50% on a year over year comparison. Creative advertising increased customer traffic over 40% (1992 vs. 1991) Developed a quality assurance program with a team of employees and subcontractors which reduced allowable tolerances by 50%. Ryan Homes, Inc. Various Locations

1983 - 1991

Sales & Marketing Manager

Ryan Homes
Managed all aspects of advertising, marketing, market studies, promotion, public relations, and publicity. Responsible for development and production of all advertising media, point-of-sale literature, direct mail pieces, and brochures. Managed the office staff. Responsible for developing departmental budgets, sales forecasts and monitoring of actual vs. budgeted expenditures. Record of progressive advancement.


1997 - Present

Masters of Business Administration

Rochester Institute of Technology
1983 - Present


Rochester Institute of Technology



Oracle Financials

Microsoft Office



Profile Senior level experience creating, managing and working with onshore and offshore teams to build a global customer care and engineering operation responsible for managing production environments for over 2000 global companies. Comprehensive experience in first level customer support including staff training, supervision and day to day operations management including full responsibility for quality of service and client satisfaction. Proven ability to troubleshoot and develop creative, innovative solutions to business challenges; successfully manage change for improved performance and efficiency. Human resource experience includes global staff and management hiring, training, supervision and motivation; reorganize onshore and offshore staff and management into cohesive motivated teams including assessment of management structures. Skilled in cost effective capacity planning, purchasing, financial analysis, forecasting and budget administration; negotiate contracts and coordinate major vendors and suppliers. Comprehensive experience in new product development processes from concept to production with responsibility for business case presentation, risk and competitive analysis, and cross functional team performance. ITIL Foundations V3 and Service Operations certified. Extensive hands-on background in all aspects of change management, systems monitoring development, process re-engineering and strategic planning in diverse technology environments.


A strategic thinker and hands-on operational executive whose 25-year career spans multiple industries and responsibilities. I am solution focused, make it happen, seasoned executive with expertise and proficiency in building top-performing organizations that support sales growth and operating income objectives within challenging business environments. I have excellent people skills, mentoring and coaching ability and work with high integrity, drive and focus.

As a leader with your organization, I would like to employ my extensive experience, along with my managerial skills, in performing my duties with the highest degree of finesse. The administrative skills, which I possess, along with my personnel management skills, not to mention, my acumen for accuracy and efficiency, shall enable goals and objectives to be achieved.



ITIL Service Operations