QUALIFICATIONS PROFILE

Technically sophisticated, seasoned, and talented professional powered with broa

d-based experience in information technology operations and process improvement.
Well-rounded skill set with proven competencies in directing successful IT depa
rtments and technical support programs by implementing effective strategies to o
ptimize business processes, elevate efficiency, and improve quality while signif
icantly reducing cost. Possess stellar reputation in delivering simultaneous, la
rge-scale, mission-critical projects within the constraints of scope, quality, t
ime, and cost. Pro-active and hands-on manager with keen expertise in leading, m
otivating, and coordinating technical teams to provide innovative technical solu
tions and ensure total customer satisfaction. Extremely able to multitask in fie
rcely competitive, multi-platform, and fast-paced environment.

CORE STRENGTHS
- Project Management and Operations
- Continuous Performance Improvement
- Outstanding Customers and Vendors Relations
- Technical Support and Troubleshooting
- Leadership, Training, and Team Building
- Budget Implementation and Cost Control
- Time Management and Prioritization
- Strong Negotiation and Facilitation Skills
- Analytical with Strong Organizational Skills
- Conflict Resolution and Decision Making

EMPLOYMENT HISTORY

PRICEWATERHOUSECOOPERS LLP ~ BOSTON, MA: 1998–PRESENT

Senior Manager (Northeast Market Lead) 2001–Present
Spearhead and mentor 24 regional staff providing all facets of second / third le
vel technology services and support to 2800 customers throughout five New Englan
d and Upstate New York facilities. Ultimately responsible for the service delive
ry, compliance, and risk mitigation of all aspects of customer support, technolo
gy security, telephony, IT infrastructure, and PC asset management throughout th
e region. Administer $2.5M annual regional budget to fund operations, maximize i
nvestment, and optimize efficiency. Serve as a liaison with senior regional part
ners and key business unit leaders to ensure successful delivery of need or nego
tiation of win-win outcomes.
Notable Achievements:
- Ranked as the top performer at PricewaterhouseCoopers throughout 13 year
s of employment
- Masterfully led the region through significant internal organizational c
hanges with no disruption or impact to service delivery
- Commended by senior management for demonstrating exemplary relationship
management and negotiation skills
- Recognized as a strong coach and leader by both staff and peers through
the firms Upward Feedback Program
- Served as a significant contributor in delivering a 2000+ person Cisco V
OIP upgrade for the Boston office
- Presided over the technology build-out and move of the Hartford, Connect
icut facility and the equivalent in the opening of a new 300-seat floor in the B
oston, Massachusetts facility
- Expertly managed the Boston Team who was honored by the Regional Partner
Leadership Council to receive the PwC Market Leadership Award for its outstandi
ng service to customers

National Print Operations Lead 2005–Present

Diligently manage national print operations for new Managed Print Services (MPS)
print solution, directing three globally prominent print and imaging vendors: H
P, Lexmark, and Xerox. Apply dynamic leadership talents in IKON print and imagin
g equipment and services relationship. Establish standards and strategy for vari
ous operational units throughout the US as well as with six Regional Print SMEs.
Handle $13.5M print and imaging budget and render decisions on various other pr
int-related contracts obtained due to PwC acquisitions.
Notable Achievements:
- Incurred $5.5M in savings in the first two years of ownership
- Served as a key stakeholder in vendor selection process for the implemen
tation of future state strategy with expected additional savings of $4.2M
- Negotiated original contracts with three Print/Imaging Service Providers
and continue to negotiate addendums to said contracts (HP, Lexmark, Xerox) and
invoked strategies to further drive down cost by roughly $300K on equipment and
service/assessment fees
- Cost-effectively saved approximately $360K in changing the way PwC procu
red toner for devices
- Served as an integral part of the corporate responsibility team in their
assessment of "Green" initiatives surrounding print
- Played a vital role in the implementation of duplex printing and transit
ion to recycled paper product and usage
- Regarded as the PwC Relationship Rep for Xerox, HP, Lexmark, and for fle
et service provider and decommissioning partner Digital Controls

Senior Manager / Operations Manager 2001–2007

Provided expert oversight to support operations for Boston and Hartford offices
with 41 regional staff while handling goal setting, workload assignment, perform
ance assessment, and career development. Carried out all budget management respo
nsibilities for all staff from FY03 to current totaling $3.5M. Designed and crea
ted an IT to business unit relationship management approach that was implemented
in the region and improved communication and enhanced business unit support. Se
rved as a representative of 280 field services staff as a stakeholder in require
ments gathering, design, implementation, and education of new sophisticated Prob
lem / Incident Management System.
Notable Achievements:
- Transformed regional asset management structure, compliance, and approac
h which resulted in improved processes reducing losses by over $800K and achievi
ng full accountability and compliance for all assets
- Drove all efforts in the successful move consolidating 2100 Boston Offic
e professionals from three locations: 160 Federal Street, International Place an
d Post Office Square to a new facility at 125 High Street
- Earned a nomination for a Chairman's Award for such efforts
- Displayed unsurpassed expertise in managing physical shutdown of 13 regi
onal call centers as they transitioned workload into one national call center wi
th no degradation to service
- Initiated the development and implementation of standard operating proce
dures focused on national outage notification and customer routing processes to
deliver optimal service / response times
Problem Management Coordinator Lead 2001–2006
Supervised 23 managers throughout U.S. into an ongoing functional team that crea
ted, implemented, and educated staff on ticketing compliance standards for 440 f
ield-based employees.
Notable Achievements:
- Commended as national subject matter expert in the use of Peregrine Prob
lem Management system and IT billable services
- Successfully launched national ticket documentation standards used by up
to 1,500 IT professionals-

Manager / Operations Manager 1998–2001

Provided guidance to 20 employees providing call center services to 3,700 people
located throughout New England and Upstate New York and desk side support to 27
00 people located throughout New England.
Notable Achievements:
- Obtained the #1 ranking in customer satisfaction measurements for more t
han two years while harmonizing services throughout merger activities between Bo
ston-based offices of PriceWaterhouse and Coopers & Lybrand offices

National Call Center Manager Lead

Chaired over 13 U.S. regional call center representatives, including the respons
ibility for creating and introducing service measurements/standards and a MS Acc
ess national statistical reporting system.
Notable Achievement:
- Proactively troubleshot various time-critical issues and served as a foc
al point of contact to Lucent Technologies regarding 13 regional Lucent ACD syst
ems

COOPERS & LYBRAND LLP ~ BOSTON, MA

Help Desk Manager 1997–1998
Displayed unsurpassed leadership to 14 call center/desk side support employees s
ervicing 1,200 clients. Administered the technology portion of 1,200 customers r
estack across two facilities: International Place and Post Office Square. Launch
ed rotational service approach that optimized cross training, skill leveraging,
teamwork, and employee satisfaction across three large downtown Boston buildings
. Authored regional documentation, call center, and reporting standards.
Notable Achievements:
- Increased overall customer satisfaction from 68% to 97% by creating a fo
llow-up program
- Rebuilt the call center service model through process improvement which
significantly resulted in:
- Decreased abandon rate from 43% to 1.5%
- Cut-down average speed of answer from 220 seconds to 8 seconds
- Optimized first call resolution volume rate from 31% to 64%
- Amplified ticket entry rate from 40% to 98%
- Reduced ticket volume routing from 46% to 9%
- Expedited ticket resolution time from 5 days to 1.25 days

PRIOR WORK EXPERIENCE

DEPARTMENT OF VETERANS AFFAIRS (VA), BEDFORD, MA / TOGUS, ME
- Team Leader–Bedford: 1995-1997
- LAN Manager–Togus: 1991-1995
CITY OF WATERVILLE, WATERVILLE, ME
- Intern for Mayor: 1990–1991
HILLHAVEN CORPORATION, BEDFORD, MA
- Medicare / Medicaid Claims Intern: Summer 1989
UNITED PARCELS SERVICE, WALTHAM, MA
- Air Package Specialist: Summer 1989

EDUCATION
MASTER OF BUSINESS ADMINISTRATION
Thomas College, Waterville, ME
BACHELOR OF COMPUTER INFORMATION SYSTEMS
Thomas College, Waterville, ME

PROFESSIONAL TRAINING
United States Soccer Federation (USSF) National "D" Soccer License: 2010
Harvard Law School Course–Program on Negotiation for Senior Executives: 2007

MAJOR ACHIEVEMENT
Received a State of Maine Citation of Excellence from the Governor through demon
stration of exemplary skills in conducting a public safety population study for
the City of Waterville, Maine, which was the first of its kind approach

ACTIVITIES
Board of Directors, Wilmington Youth Soccer Association (WYSA): 2009–Present

TECHNICAL PROFICIENCY
Windows Operating Systems ~ Microsoft Office Suite ~ PC/ Server Hardware ~ Lotus
Notes ~ Microsoft Access Databases ~ SQL Databases ~ Wide and Local Area Networ
king ~ Telephony (Analog and VoIP) ~ Audio Visual ~ Video Conferencing | Print a
nd Imaging Devices | Mainframe Environments | BlackBerries | iPhones