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CAREER PROFILE:

Executive with significant expertise in Technical Service Delivery in IT, Telecommunications and other technology areas, Program and Project Management, Operations Management and Service Delivery Management. A strong leader and strategic thinker with exceptional analytical skills. Leads by example and applies high levels of energy, engagement and commitment to drive significant results through a structured, goal-oriented approach. International business experience from North America, Europe, Australia and South East Asia contributes to a unique and well-rounded blend of leadership skills and experience. Examples of accomplishments are:

Strategic Business Management and translation of business strategy into technology requirements: Developed 5-year business strategy for the IT and telecommunications infrastructure for a 35-site organization. Negotiated contract that yielded annual operating cost savings of 10% with vastly improved service levels.

Project Management and Program Management: Developed an ISO 9000-certified Project Management Center of Excellence for Brüel & Kjær, for the delivery of complex technology system solutions up to $2M throughout South East Asia and Pacific Rim.

Service Delivery Management / Vendor Management: Managed transition and steady-state phases of the strategic outsourcing of Store Technical Services to IBM and it’s sub-contractors.

Technology Deployment and Infrastructure Upgrade: Planned and managed implementation of IT and Call Center facilities allowing a telecommunications carrier to significantly increase the subscriber base and reduce customer churn.

Needs Assessment and Requirements Specification: Performed strategy analysis of potential future telecommunications services and technology requirements based on current use and trends, providing essential information, based on which the Australian Federal Government developed legislation for the provisioning of telecommunication services.

Contract Specification, Negotiation and Management: Developed specifications for a $300M contract for the Australian Federal Government and developed improved alternative solutions and strategies that resulted in over 28,000 consumer and business customers in remote areas having their annual telecommunication costs reduced by $40M while receiving greatly improved voice and data services.

SELECTED EXPERIENCE AND ACHIEVEMENTS:

General Manager, Store Technical Services, Circuit City Stores, Inc. - June, 2005 to Present

Leads and directs a team of 120 vendor associates under a Strategic Outsourcing program for support, maintenance and upgrade the IT, telecommunications and other technology infrastructure in Circuit City’s more than 680 stores with an operating budget of $16M, including a service and repair center with more than 32,000 repairs annually. Directs strategic and tactical business initiatives in close cooperation with the vendor leadership team.

• Managed the strategic outsourcing of Store Technical Services to IBM and their subcontractors while ensuring continuous support of Circuit City’s more than 620 stores. The success of this program contributed significantly to Circuit City’s and IBM’s agreement to enter into a $775M outsourcing contract for support of Circuit City’s entire IT infrastructure.
• Managed the strategic outsourcing of an in-house equipment repair operation to a 3^rd party repair facility, including logistics management, knowledge transfer & training and relocation over 100,000 pieces of equipment stock as well as test fixtures and equipment. The 6-month project was completed on time and with absolute minimum impact to service levels.
• Implemented a strategy to extend the service life of Legacy equipment and to minimize the maintenance cost to allow for a gradual deployment of new infrastructure technology over a 3-year period.

Area Manager, Store Technical Services, Circuit City Stores, Inc. - December, 2003 to May, 2005

Managed and directed a team of up to 23 specialist technicians throughout the Midwest who maintained, serviced and upgraded the technology infrastructure in more than 645 Circuit City stores.

• Transformed a disparate group of individuals into a strong team with a great sense of team spirit and team morale through shared objectives, participation, joint projects and knowledge-sharing.
• Led ‘Building Competitive Advantage’ - a nation-wide initiative with the objective to identify, analyze and improve business processes and business practices through implementation of a Best Practice Strategy.
• Implemented numerous improvement strategies and processes that positioned my team as one of the best performers in the nation. Consistently met or exceeded monthly goals for efficiency, quality and on-time completion of service and project activities.
• Project Managed numeroustechnology projects to support strategic business initiatives. Strong focus on adherence to time schedules and budgets while ensuring absolute minimum adverse business impact during the implementation phase. As a result, all projects were implemented on time and within budget with no business downtime.

Senior Consultant – Management Consulting, IT and Telecommunications, Gibson Quai – Sydney, Australia - June, 1999 to June, 2001

Provided technology and management consulting services to large and small organizations as well as government agencies at state and federal level. Worked independently as well as in small consulting teams in areas such as project management. requirements analysis, technical specifications, strategy development and contract development & contract negotiation. Technologies included voice and data delivery services, call centers, data centers and other IT infrastructure.

• Developed corporate strategy for IT and telecommunications utilization for an international organization with 35 sites. Performed strategic business review and needs analysis. Developed 5-year strategy and wrote RFP for all voice and data services resulting in annual cost savings of 10% and a new contract with greatly improved service levels.
• Performed strategic analysis of future telecommunications requirements of a wide range of user groups for the Australian Federal Government. Researched and analyzed current use, developed models for future use based on technologic, geographic, demographic and other factors within the user groups.  Result: The study provided essential information enabling the Government to plan and implement legislation for the provisioning of communications services.
• Formulated, developed and negotiated $3.5M contract for the Parliament of New South Wales for the supply of Managed Telecommunications Services.  Analyzed vendor proposals, conducted clarification meetings, negotiated prices and delivery terms, and wrote the contract.  Result: Provided client with state-of-the-art services for up to 5 years and saved bi-annual renewal costs of $100,000.
• Project managed implementation of IT, telecom facilities, PBX and Call Center for NewTel, a start-up carrier.  Researched and developed requirements, negotiated and procured contract, designed and configured the systems, engaged and supervised installation sub-contractor, vendor staff, and commissioning of project.  Result: Timely completion allowed client to launch time-critical subscription campaign that acquired a large number of new subscribers and improved customer retention.
• Analyzed and evaluated technical and economic elements of proposals for a $300M federal government contract.  Developed specifications, conducted quantitative and qualitative comparative evaluations and risk analysis. Introduced improved alternative solutions and strategies.  Result: 28,000 customers had their annual telecom costs reduced by $40M and received greatly improved voice and data services.
• Formulated, developed and negotiated $5M contract for the NSW Department of Public Works, Central Corporate Services Unit, for the supply of server farm, backup, desktop applications and system integration services.  Result: Contract was finalized within 10 days, allowing time-critical allocation of funding prior to end of budget year.

Manager, Condition Monitoring Systems, Brüel & Kjær Australia – Sydney, Australia - June, 1995 to May, 1999

Responsible for the development of a business unit within the Australian subsidiary. Managed and directed sales, engineering and operations for turn-key delivery of advanced data acquisition & processing and information management systems for industrial automation. Initially, responsible for Australia and New Zealand, but later expanded to provide project management and turn-key delivery services throughout the Asia-Pacific region.

• Implemented, managed and directed the CMS business unit of Brüel & Kjær’s Australian subsidiary.  Managed Business Development, Sales and Operations.  Over the span of 2 years, annual sales revenue increased from $300,000 to $2.4M.
• Developed and coached project teams.  Hired, trained and coached team members in project management and all elements of system design, configuration, engineering, installation and commissioning. This allowed my team to expand to provide these services to other subsidiaries and agencies in the Asia Pacific region.
• Developed Project Management operations infrastructure to ISO 9000 standards. Developed procedures, processes and documentation which, in turn, allowed my business unit to become the Asia Pacific Project Management Center of Excellence.
• Wrote and implemented new business plans. Changed the direction of the business to align the business strategy with the strengths of the products to focus on the most attractive market. This placed our company on the bidders' list for projects worth more than $25M.

Market Manager & Sales Manager, Brüel & Kjær – Copenhagen, Denmark - February, 1993 to May, 1995

Member of the Business Unit Management Team. Geographic responsibility for Japan, Australia and New Zealand and market segment responsibility for heavy process industry. Sole accountability for stop/go decisions on proposed client projects. Subject Matter Expert and Contributor to our global business strategy and product development strategy.

• Prepared, presented and negotiated proposal that won $1M contract in strong competition with large international corporations.
• Developed, managed and delivered a corporate training program for subsidiary staff world-wide, resulting in improved competence among sales and support staff in sales, service and support of our company's high-tech products and services.
• Key player in breaking into the Australian market by securing the first $1.6M system orders in that market

Project Manager/Project Director (Acting), Brüel & Kjær – Copenhagen, Denmark - March, 1991 to January, 1993

Project management of turn-key delivery of complex process monitoring and analysis system world-wide. Played a pivotal role in the establishment of the department and the development of a Project Management Office.

• Played pivotal role in the development of a Project Management Office, including processes and tools to ISO 9000 standards. This was essential to the company’s ability to transition from sales of stand-alone equipment to delivery of complex system solutions.
• Project managed several turn-key system installations, including Enzo-Gutzeit Paper Mill, Finland and Pinto Deli Paper Mill, Indonesia.

LANGUAGE AND CULTURAL SKILLS:

Danish, Swedish, Norwegian, some German and French language skills.

Multicultural understanding and international business experience from North America, Europe, Asia, Australia & Pacific Rim.

EDUCATION:

Engineering Research Program                                   Yale University                                                      New Haven, CT, USA              1982

M. Sc. Electrical Engineering                                       Technical University of Denmark                          Copenhagen, DK                     1984