Successfully managed and directed service operations both in the United States Navy and in the public sector. Have acquired leadership experience at various levels of customer services management, and customer account support. In addition, have successfully gained sales experience by participating in sales functions and support. Have been accountable for service operations which have generated 25 million dollars of revenue, with the accountability of 33 associates. Delivered high visibility, high risk, critical programs and portfolios as an Account Executive for numerous large accounts in the Retail, Financial, IT Services, and Government sectors. Drove integrated services business development, execution, enterprise managed services, application development, hardware installation, and serviced state of the art hardware for US-wide and global customers. Built strong client relationships, substantially grew services sales, improved customer satisfaction, new product introductions, proposal management, created and managed delivery teams, as well as developing world class operational methodologies.

• Increased global account revenue from $1.5M to $8M in 3 years.
• Increased profit margins from  22% to 37%  in 1 year,
• Redesigned the fundamental organization and responsibilities for the service support teams and dramatically improved customer satisfaction from 76% to 98%.
• Managed, coordinated, distributed work flow for account technicians domestically in order to meet and exceed customers’ contractual agreement.

• Project Manager for an international team from initial staging of products to global installation and implementation.
• Responsible for store automation roll out of 5,800 stores domestically in an 8 month period.
• Team leader for group of technical writers for manuals of staging, installations and maintenance.

Netbiz, Inc., Tualatin, OR                                                                      Dec 2009 – Present

Search Engine Optimization Sales and Implementation

Perform consultative selling on Search Engine Optimization and Website produces that drives long term sustainable growth and deliver integrated solutions to maximize our customer's online exposure.

Plasker & Associates, Kirkland, WA                                                       April 2006 – April 2009

Managed all operational and sales aspects of company including outside sales, customer support, inventory control, order management, P&L responsibilities and delivery of all products.

Ricoh Business Systems, Bellevue, WA                                                   July 2004 – March 2006

Account Executive-Commercial Sales

Maintaining and supporting existing customer base, prospecting for new accounts, staying abreast of company and competitor products and pricing.

First Line Solutions, Seattle, WA and Oakland, CA                                   Sept 2003 – Jun 2004

As Manager for 33 Customer Engineers was responsible for the service delivery to major customers in the retail and financial industries. Managed installation of new products, product upgrades, preventative maintenance and repair.

Sold and managed international teams for services including selling networking products, staging of those products in a central location, project management and installation implementation.

NCR Corporation, Dallas, TX                                                                  Sept 1998 – Dec 2000

Managed a Retail Store Automation consisting of 5,800 stores in the US, with teams of people that delivered implementation services that included; product staging, delivery and installation activities over an 8 month period with revenues of $25M.

Managed the store automation services of point of sale terminal products and Back office PC’s for 1,550 stores. Led a team of people writing installation and technical manuals for staging to implementation for a revenue stream of $10M.

NCR Corporation, Denver, CO                                                               Nov 1992 – Mar 1995

Successfully managed a team of 25 Field Engineer delivering all installation and maintenance services in Colorado and Wyoming area. Field Engineer duties included installing, troubleshooting, repairing and maintain all products in the retail, financial and networking industry.

tm228@msn.com

NCR Corporation, Barstow, CA/Denver, CO                                           July 1984 – Oct 1992

I was a Field Engineer that worked with several major accounts including US West, Army & Air Force Exchanges and Marine Corp Logistics Center’s. In the FE role I was responsible for maintaining and repairing networking equipment. I ensured that my customers consistently received the highest level of satisfaction.

US Navy, San Diego, CA                                                                       July 1981 – June 1984

I started my time in the US Navy as a Boatsman Mate. My responsibilities included maintaining all fire fighting equipment on the top side of the ship. In this position I was recognized and awarded the Navy Achievement Metal and Sailor of the Quarter for outstanding dedication to my job. Through this recognition I then advanced on to electronics and leadership training and was promoted to a Fire Control Technician. My responsibilities then included; troubleshooting, repair and maintenance of all aspects of the missile control systems on board the naval ship US FFG-1 Brooke.