Jan 2013 – Jul 2018 · 5 yrs 6 mos · Austin, Texas Area

• Responsible for overseeing successful large scale platform integrations of Apple products in the Education, Enterprise and Commercial. Oversee the deployment and integration of software and service for as many as 50k units per project for high profile clients like L’Oreal, the State of Maine, the White House, Amex and the NY Dept. of Education. Drive increased end user optimization of Apple products, ensure customer satisfaction and influence increase in Mac vs. PC product mix. Work closely with multiple departments to ensure the successful architecting of modern IT infrastructures. Reengineered the internal organization and 3rd party provider guidelines to improve the organization and increase customer success.
• 100% services revenue growth over last 18 months
• Client Consult led to $525 total cost of ownership savings per unit; successful integration also led to an increase of Mac mix from .05% to 32% over 12 months
• Increased service attach rates from 23% to 43% over 12 months
• Day one service pack and O/S release readiness
• Introduced service partner program which drove CSAT from the mid 80’s to 98%

Jan 2011 – Jan 2013 · 2 yrs

• Performed due diligence and value assessments on potential mergers, making executive recommendations on the value proposition. Oversaw the acquisition of newly obtained service organizations. Led the acquisition of Quest software, which became the cornerstone of Dell’s software group. Responsibilities included managing a cross functional executive team, setting integration strategy, software renewals and retaining key talent through acquisitions.
• Achieved 121% integration revenue targets with Quest software acquisition
• Record of retaining 100% of key talent across various acquisitions
• Improved customer success conversion rate by 10% through renewals optimization

Jan 2009 – Jan 2011 · 2 yrs

• Drove service sales in the midmarket channel for 1000 key accounts with the average sale ranging from $50K to $250K in services. Developed business strategies to drive attach rates, revenue pipeline and creating successful complex service designs for clients. Key solution architecting included MS collaboration, data center and managed deployment services.
• Increased service revenue by 20% and support services by 40% over 24 months
• Expanded team into multiple sales channels
• Saved $5M through building an authorized field partner program for our retail channel

Jan 2008 – Jan 2009 · 1 yr

• Took on a leadership rotation to help stand up Dell’s new indirect channel strategy with retailer, Best Buy. Shifted Dell’s product timelines and milestones by working collaboratively with Product, Supply Chain, Logistics, Finance, Packaging and Procurement.
• Successfully moved launch timelines up 3 months to meet the retail model
• Consistently executed on time delivery to distribution centers
• Designed and integrated end to end Best Buy support as a new indirect re-seller
• Redesigned packaging core team to introduce a scalable retail packaging solution

Jan 2006 – Jan 2008 · 2 yrs

• Launched new premium technical facility in Ottawa, Canada. Oversaw site selection, BPO management, recruiting, training, operations and developing a customer centric culture.
• Ramped to 650+ permanent and 400 international outsourced employees
• Customer Experience scores consistently above 90%
• 36.7% attrition; significantly below industry standard
• Introduced successful transition from inbound support to fee based
• Site Leadership Award presented by SVP

Mar 2001 – Jan 2006 · 4 yrs 10 mos

• Responsible for growing Dell’s global call center footprint to accommodate the demand for services. Oversaw program and account managers for the successful end to end launch of multiple international Dell badged and outsourced support facilities. Responsibilities included site/partner selection, negotiations, P&L management, space planning, training, ramping sites to proficiency, assisting operations team and maintaining partner relationships.
• Planned and ramped 250+ employee Dell sites in multiple Panama and Philippines locations
• Established outsource locations in Florida, Canada, Philippines, Argentina, Chennai, and India
• Supported over 7,000 agents globally