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Work experience

Oct 2007Jun 2009

Senior Program Training Manager

UTStarcom, Inc.
  • Defined turnaround strategy for critically delayed introduction of a new product/ software training methodology. Duties included P&L, Statement of Work development, RFP reviews, project (training) delivery and customer satisfaction. 
  • Oversaw financial performance, budget management ($2M+), and program quality control for international training programs. Increased training revenue by 200% to nearly $600K USD in 12 months, increasing service margins to 40% within the service organization. 
  • Facilitated the redesign of the training website and marketing collateral used by customers, employees and regional account teams to assist with Request for Proposals (RFP's) and Sales Quotes. 
Jan 2007Oct 2007

Senior Operations Manager- Europe & Americas

  • Increased service margins by 37%, with a 20% reduction in escalation center operating costs, by renegotiating vendor service contracts, reducing staffing requirements through process simplifications, and evaluating alternative support.
  • Negotiated a strategic service agreement with a large Carrier Provider that is "guaranteed" to produce cumulative service revenues in excess of $3 million annually over the contract's 2- year agreement.
  • Spearheaded and successfully implemented the company first International Customer Web Survey yielding a 40% completion rate in two different languages (English & Japanese) across six regions.
Sep 2004Dec 2006

Senior Program Analyst

  • Directed overall development and implementation of services concerning advanced product networking platforms and best practices to Competitive Local Exchange Carriers (CLECs). Managed a team of 20 engineers; consisting of a Contract Administrator, Call Agents, and Product Support Engineers. 
  • Accomplished successful innovation and implementation of a Web-based project time tracker database (the first of its kind) that provided senior management with real-time access to customer/ project activity. 
  • Managed team providing product escalation support to customers (100 plus wireline customers around the globe) for all UTStarcom products. 
Jul 2002Aug 2004

Senior Network Project Manager

3Com, Inc.
  • Monitored quality of call center operations in a live 24x7 environment; analyzed customer key indicators and achieved customer satisfaction ratings above 90% highly satisfied. 
  • Recruited by Vice President of Support to develop and Co- Author the companies first Service Level Agreement (SLA) under the TL9000 Certification Standards between the Support and R&D organizations. 
  • Worked closely with carrier customers such as Verizon, AT&T, Sprint, etc. with implementing 3Com products and integrating network to work with various other vendor products. 
19982002

Network Engineering Manager

  • Developed a Project Methodology for the implementation of Large Enterprise Voice over IP (VOIP) systems, while increasing customer satisfaction by 40% and improving on time delivery of product installations. 
  • Managed the relationships between Services and QA departments in the identification and prioritization of product and software defects for remote access platforms. 
  • Recruited, hired and managed a team of 20 Network Support Engineers, Call Center Agents and Lab Engineers supporting integration, installation, testing and debugging remote access systems. 
19941997

Network Escalation Engineer

US Robotics

Interfaced with R&D, Product Management, and System Test Group regarding product specifications and feature enhancements.Worked closely with carrier and service providers such as AOL, ATT, Sprint, etc. in designing networks, implementing USRobotics, Inc. products and integrating network to work with various other vendor products. 

Education

May 2002May 2004

M.B.A.

Graduated w/ Honors: GPA 3.83

Aug 1989May 1993

B.S.

Skills

Technical Skills
TECHNICAL PROFICIENCIES   Operating Systems: Windows NT/2000/XP, MAC OS x   Software Applications: MS Project, PowerPoint, Visio, McAfee, MS Office Suite, Lotus Notes, Outlook and Captivate   Networking: VOIP Protocols (SIP, H.248, MPLS), Remote Access (VPN/Dial Up), Carrier Network Infrastructure, TCP/IP, Switching, LAN/WAN, Routing, SNMP, PBX, AAA, and Wireless

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Revenue Growth

Bottom-Line Results

Core Skill Areas

  • Budget Management
  • Account Management
  • P&L Management
  • Contract Negotiation
  • ISO 9000/ TL 9000
  • Revenue Growth
  • Field Services
  • Leadership& Motivation
  • Process Implementation
  • Performance Management
  • Customer Satisfaction
  • Employee Development
  • Project Management

Professional Affiliations

Executive Board Member, Northwest Coalition Against Sexual Assault (NWCASA)

Volunteer Dad, Northwest Ballet Dance Company

PMI Member, Project Management Institute 

Key Differentiators

  • 15 years of customer services, training, technical support, partnerships & alliances, business development, and strategy development roles in global, dynamic, and highly- competitive environments. 
  • Proven track record of success working unsupervised with limited resources. 
  • Skilled at building and maintaining strategic relations with C-level customer executives within both competitive & regulated environments. 
  • Sharp international business acumen. Comfortable working (and over-delivering results) with persons from diverse cultures. 
  • Well-rounded and diverse background includes service marketing, product support, training, and business analytics. 
  • Stellar track record of demonstrated leadership skills, proven ability to create change, strong strategic and organizational savvy. 

My Motto....

"Do not go where the path may lead. Go instead where there is no path and leave a trail..."

                           - Emerson

CustomSmall

"Steve led his team to a very successful year (2008), the first in which the training organization was tasked to generate positive financial returns for the business since the UTStarcom acquistion. When given the challenge, Steve rallied his team, set expectations with the internal customer and management, achieved those expectations, and generated a solid revenue result in the first year. Additionally, the business enters 2009 with a stronger forecast and possibiliteies of further revenue growth."

                            - VP of Services

                              UTStarcom, Inc.

                            April 2009 

Career Objective

Innovative knowledge professional with proven leadership and employee development, project/program management and communication skills seeks program/ project management or operational management position with a forward-looking organization in order to utilize my education and experience to improve overall employee (team) performance and the organization bottom-line. 

Career Profile

Results- oriented leader with more than 15 years of experience in the product support, training, and customer service arenas. Demonstrated ability to build key relationships, motivate teams to set and accomplish ambitious results, and design innovative solutions to solve complex problems. Extensive project and service management experience with USRobotics, 3Com and UTStarcom, Inc., successfully managing multiple global projects with direct and indirect reports, and meeting targets within budget and consistently delivering superior quality results. 

“Seasoned professional program manager whose strengths in identifying and solving problems have saved my employer over $3 million while negotiating contract renewals over $17 million worth of service contracts during the past 3 years.”