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Customer Service Operation Manager Eastern Europe and Russia Nov 07 - present
Teradata Corporation Business Intelligence
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Responsibilities / Activities
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Accomplishments
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- Operations Manager for Eastern Europe and Russia in warehousing and enterprise analytics.
- Heading up all IT Operations in 7 countries, gross revenue of $8.7 - 11M
- Customer requirements/analysis of business need
- SLA negotiation, planning and fulfillment
- Business development
- Technology: Teradata, Cognos, NetVault
- Experience in delivering IT projects to the banking and telecommunications industries
- Hands on management both in team leadership and in the delivery of complex IT solutions
- Customer Service Orientation — Maintains ongoing relationships with clients to support a strong relationship, mutual understanding, and meeting of their needs and repeat business.
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- Principle Project Program manager for all “Build & Run” in CS CEE
- Developed new Customer Service structure - resulted in a savings of 20%
- Expanded Service base 120% in 2008
- Created a process improvements that resulted in saving 800,000 USD
- Developed comprehensive remote support model for partner countries utilizing off-shore engineers to support EE market entrance
- Implemented standard service and support procedures
- Developed Teradata Emergency Response Plan for customer
- Led an initiative for 40 countries realizing savings of over $2.5M annually.
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Director of Launch Management, Product Management Jan 07 – Aug 07
Monster.Com HR Web Global
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Responsibilities / Activities
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Accomplishments
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- Matrix team in 25 countries
- Environment: Multiple country servers managing HR relationships for over 3 million customers
- Responsible for all aspects of change management in redefining Monster’s product
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- Developed change management strategies to insure improvements in delivery of EMEA Monster web site products
- Managed multiple roll outs and acceptance testing of new SW solutions.
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Senior Product Manager, Customer Services, Professional Services Jan 06 – Jan 07
DHL (Deutsche Post World Net - DPWN), Global IT Services Delivery & Logistics Industry
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Responsibilities / Activities
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Accomplishments
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- Responsible for managing a portfolio of 35 Customer Service application products for internal DHL customer – 228 countries
- P & L responsibility 11 Million; budget model bottom up
- 9 direct reports, offshore SW contractors
- Coordinated cross departmental activities
- Business development
- Developed 24/7 operational environment for products
- Vendor and Procurement management
- SLA negotiation, planning and fulfillment
- Reported direct to senior management
- Technology: Teradata, UNIX, Windows DB servers, managed application development in C++, .net
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- Grew revenue from 4.7 to 11 million
- Expanded Service base 120%
- Developed new implementation business process
- Saved $7M USD in licensing fees
- Developed and managed training program for Professional Services organization
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Global Program Manager, Global Infrastructure Services Jan 05 – Jan 06
DHL (Deutsche Post World Net - DPWN), Global IT Services Delivery & Logistics Industry
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Responsibilities / Activities
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Accomplishments
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- Responsible for IT Infrastructure Program Management
- Financial: managing program/project budgets of over $5 mil USD; responsible for maintaining budgets, forecasts, ROI, run revenue projections, expenses.
- Prepared and managed the virtual project teams executing multi-million € contracts, contract negotiation, evaluated and advised on technical solutions, evaluates and prepares project initiation and business case documents.
- Multi-million dollar vendor and SLA management
- Ongoing customer relations with senior management
- 8 full time team members under my supervision, 9 managers; 25 part time; 7 local partners offshore
- Technology: Active Directory, Networking, Security, Altiris, Web programming, WebSense
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- Successfully consolidated and integrated multiple high profile infrastructure programs and subordinate projects (global AD, Security, RAS) with budgets of over 10 M € into one global system in a multibillion € company in 228 countries.
- Manages the integration of Active Directory infrastructure globally
- Developed proposal and fielded global web network security system.
- Negotiated strategic relationships with business partners and senior organization.
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Assistant Director of IT May 98 – Dec 2004
Radio Free Europe – Radio Liberty Multinational news and current affairs broadcasting
Prague IT Site Manager - Managed the relocation, installation and daily operations of a mixed 600-unit Mac and PC network from Munich to Prague
Network Expansion and Optimization: Coordinated and implemented expansion of network communication services, support, and security, into Russia
Desktop Refresh/ Move from MAC to Windows 2000: PM for the replacement/upgrade of desktop 600 users in 14 countries .
Web Evangelist – Conceived, created, created, planned, gained senior management support and directed all aspects of the or the first corporate first www.rferl.org web site.
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Responsibilities / Activities
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Accomplishments
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- Wholly responsible for all aspects of Customer Service program: business inception through implementation and daily support for 21 broadcast centers in the USA and Europe
- Recruited and managed 25 engineers, and programmers.
- Developed five year IT Plan for new technologies and strategic planning
- Financial: Responsible for maintaining budgets, forecasts, ROI, run revenue projections, expenses.
- Vendor selection / management - contract management; build and run project management in 16 countries
- Procurement management
- Reported direct to senior management
- Environment: Windows, Unix, Linux, Apple Mac
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- Brought the LAN /WAN system on-line 3 months early and under budget.
- Developed improvements that improved the technical support response rate by 300%.
- Implemented cost savings of $168K a year
- Provided faster and better email, Internet and database systems for 600 users through cost savings.
- Managing cost reduction savings on internet bandwidth by 50%.
- Created and developed the RFE/RL WWW site, recognized as one of the top 5% in the world,
- Project manager for the total replacement and upgrade of all existing desktop systems for over 600 users in 14 countries over a 3 year period, with a projected cost of over $4M.
- Developed, launched and managed first corporate Active Directory infrastructure in 14 countries
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Member of the Board of Directors / Principal Investor May 96 – Aug 2000
Samba Digital media, A.S., Prague, Czech Republic Web Site Development
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Responsibilities / Activities
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Accomplishments
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- Active board member creating policies, standards, operational guidelines. Entrepreneurial experience
- Managed P & L
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- Grew 65K to 2.2 million – 4 years
- Profitable 3rd year
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Director of IT, Management and Engineering Systems 1992 – 1995
US Army, Department of Engineering and Housing, Germany IT Operations Management
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Responsibilities / Activities
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Accomplishments
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- Planned, managed, coordinated and implemented automation requirements and support for a 45,000-person military community
- Managed a staff of 15+ DBAs and Sys Admins
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- Conducted analysis and supervised data tracking for a $76M budget.
- Coordinated automation for 250 PCs, four Intergraph Systems, four LANs, a secret LAN, and other equipment worth over $50 Mil.
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Information Systems and Telecommunications Officer 1987 – 1992
US Army, Various locations in Germany and the United States IT Operations Management
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Responsibilities / Activities
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Accomplishments
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- Supervised automation for 250 PCs, 2 LANs, a secret LAN, Secure communications and associated equipment for an 800-man unit valued at $25M
- Scheduled, assessed, trained and evaluated a 20-man communication platoon.
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- Increased available resources by 30% by creating and presenting cost analysis studies, and winning support for increased expenditures
- Maintained 100% go to war status of all communication and automation equipment in one of the US Army’s most elite combat units
- Forecasted and developed a 10 year IT Plan by writing automation policies and procedure.
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