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Work History

Dec 2013Present

VICE PRESIDENT, GLOBAL OPERATIONS

AT&T's WIRELESS MARITIME SERVICES (AN AT&T SUBSIDIARY)

Wireless Maritime Services is the global leader in maritime connectivity and communication services; providing cruise lines, ferries and other vessels with Wi-Fi, Cellular, Data, Satellite, IoT and OTT solutions.

Full P&L responsibility and direct management of global operations, sales, marketing, engineering, business development, logistics and product/industry diversification. This includes leading a 24/7 Network Operations Center, global technicians, engineers, logistics teams, project managers, sales people, IT and software developers.

Generating Strong Financial Results

  • Secured $101.7M+ of annual revenue in new and renewed contracts, including the largest cruise lines.
  • Increased per ship revenue by 15% by dispatching teams to optimize shipside cellular networks.
  • Revenue increased 26% YOY (7% favorable), OIBDA margin up YOY 18% (17% favorable),
  • Saved $8M in revenue bleeding through forensic analysis of network performance, and fault correction.
  • Cost discipline - removed $1M in annual costs through due diligence efforts, financial analysis and process changes.

 

Continuous Robust Execution …

  • Successfully deployed cellular services on an entire fleet in 30 days (16 cruise ships) by establishing definitive timelines, monitoring departmental coordination and streamlining the deployment processes.
  • Improved Net Promoter Survey Scores (NPS®) by 38%, placing WMS as top-ranked when compared to standard-bearers like Apple, Amazon, Southwest Airlines and Google.
  • Deployed organizational workflow system, key measurement indicators and interface agreements to improve productivity, analytics, reporting and customer satisfaction.

 

… While Positioning for Growth

  • Developed Onboard Wi-Fi, IoT (Internet of Things), OTT (Over the Top) solutions. Including: WMS Connect (communications and content delivery), Entertainment Zone (BYOD Video) and Location Based Services.
  • Deployed small cell technology over satellite; path to: reduced costs (50%), improved quality, and 4G LTE.
  • Created a multi-year strategic operations roadmap giving the organization a clear and defined direction.
Mar 2012Dec 2013

AREA MANAGER / DIRECTOR, FIELD OPERATIONS – NETWORK SERVICES

AT&T

Led large team of 200+ managers and unionized field technicians to deliver world-class customer service to 1.7M+ customers with wire line, data, and video products. Provided executive-level oversight of daily operations to maximize performance management, safety administration, training and development, employee relations, and retention. Managed $14M annual expense budget.

  • Transformed area’s worst performing group, improving productivity by 27%, revisits (defects) by 20% and dispatch efficiency (successful completions) by 34%.
  • Developed and Implemented performance management plan and methodology to enable team to meet value-added and prescriptive performance expectations.
Feb 2009Mar 2012

AREA MANAGER / DIRECTOR - VP SUPPORT – NETWORK SERVICES

AT&T Southeast

Responsible for development and implementation of operational strategies for improvements in performance, service delivery, quality, and financials. Conducted audits and developed mechanized balanced scorecards for gap analysis and financial/operational metrics. Facilitated interdepartmental Lean Six Sigma and product delivery teams as performance and process improvement subject matter expert (SME). Managed $67M annual budget, and led teams of over 2000 employees and contractors.

  • Played key role as performance expert, achieving 23% annual performance improvement, surpassing 5% target, by spearheading development and deployment of new performance management system.
  • Delivered $25M in contract savings and 32% increase in vendor quality, exceeding both $2M cost savings target and 3% vendor quality improvement targets by more than 75%.
  • Eliminated over $3M in annual duplicate dispatches by spearheading 10-member Six Sigma project team to assess and correct financial impact of incorrect and/or missing customer information.
Feb 2008Feb 2009

Technical Director, Web Technologies/IT

AT&T SOUTHEAST

Directed southeast core installation and maintenance IT infrastructure with several diverse legacy systems. Led team of project managers, database administrators, programmers and web developers. Conducted Enterprise Resource Planning system implementations and analyzed strategy, cost, and profitability. Managed application design, development, support, and infrastructure initiatives nationwide. Managed disaster recovery reporting systems.

  • Reduced $4M in expenses by identifying and reducing redundant post-merger headcount by 52%.
  • Saved $6M in lease and development costs by consolidating IT infrastructure into 38 web, database, file, development, and application servers residing in six different states and hosting 87 applications.
19922008

Other Progressive Roles

AT&T, Bellsouth & Southern Bell

Regional Operational Compliance Manager – AT&T; 2007 – 2008

Florida Broadband Champion – Bellsouth / AT&T; 2005 – 2007

Network Manager – Bellsouth; 2001 – 2005

Services Representative and Field Technician – Bellsouth; 1992 – 2001

Education

References

Oscar Primelles

“...Vince’s dedication, work ethics, knowledge and expertise will be a tremendous asset to any organization that would be fortunate enough to have him.”

Anuj Mehrotra

“...He has my highest recommendation without any reservation and it will be my pleasure to provide further information in this regard.”

Ralph De La Vega

“Not only has this young man done very well for himself; he has a very responsible position with our company... I gave [him] the advice, but he did the work”

Awards

2012 - 2016 President’s Volunteer Service Award – The White House

2012 STEM (Science, Technology, Engineering and Math) Award Nominee, Professional Achievement – Career              Communications Group

2010 The AT&T Customer Rules! Service Excellence Award – AT&T

2010 Fortune 500 Young Hispanic Corporate Achiever – Hispanic Association on Corporate Responsibility

2005 South Florida Excellence Award (Customer Rules) – AT&T

2003, 2004, 2005 Top Team Performance and Safety Awards – AT&T

Training & Development

Lean Six Sigma 2010-2011 Accelerated Executive Development and Mentoring Program, AT&T  Gateway Development Program, AT&T Leading With Distinction 1-8, AT&T  Management Systems and Operating Controls, AT&T Effective Non-Profit Board Leadership, C-One  Personal Branding, William Arruda Hispanic Association on Corporate Responsibility Leadership Program

Executive Management: Operations Leadership

Areas of Expertise

  • P&L Management
  • Performance Management
  • Business Development
  • Product Development
  • Global Operations
  • LEAN / Six Sigma
  • Strategic Planning
  • Large Team Management

TECHNICAL SKILLS

Applications / Skills:      ASP.NET  HTML  Visual Web Developer  Windows Server   Microsoft SQL Server  Web Development  Business Objects  Telephony  Networking  Broadband  Telecommunications  Search Engine Optimization (SEO)  Dynamics CRM

Microsoft Office (Advanced):      Excel  Word  Outlook  PowerPoint  Access  Visio  Publisher  SharePoint

Operating Systems:      Windows  Mac  Linux