INTERNAP: ATLANTA, GA

Internap Corporation (www.internap.com / NASDAQ: INAP) is a leading technology provider of internet infrastructure through Colocation Business, Cloud Services, and Enterprise Services (including network connectivity, IP bandwidth, and Managed Hosting).  Founded in 1999, Internap has grown to over 600 employees, with  ~ $300 Million USD in revenue, and a global footprint in 10 countries serving 10,000+ clients.

 

Director, Data Center Site Operations                                                                                  March 2016 - May 2017

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Provide leadership, technical expertise, and execution of service delivery process for 24x7 customer facing services at all 12 company owned domestic data centers, domestic partner sites (35), Europe and Asia.  Additional responsibilities include financial oversight along with safety & security programs.

• Managed staff of 60 including 3 Region Managers and Business Support Manager

• Oversight of customer experience relative to pre/post sales support, installation & provisioning, remote hands, asset management/inventory, space planning, and critical infrastructure

• Coordinate support for Facilities Engineering function, Design/Engineering/Construction, Business Unit teams, and 3rd party vendor/contract support

• Subject Matter Expert regarding Billing, Collections, Business Controls, Financial & Budget, Contract Physical Security and systems support for organization

• Core Competency  for business case development in support of all expenditures including purchase orders, maintenance contracts, remediation,  and CAPEX

• Ensure industry compliance with SOC2 governance and related PCI requirements

• Maintain Data Center Safety Program  to ensure Audit Ready posture for OSHA Safety Compliance

• Maintain business continuity plan, emergency preparedness, and communication protocols

• Staged and managed corporate events for clients and prospects

 

 

Director, Data Center Business Operations Support Services                                     March 2015 - February 2016

 

Provide leadership for the execution of the company’s Data Center programs on safety and security; contract and vendor management, and business controls for COGS, Department Operational Expenses, and Capital Expenditures.

• Oversight of Administrative Support, Vendor Management & Contract Administration for facilities support services, including payables

• Provide Customer Service Delivery Training for all department employees

• Development and oversight for budget, savings objectives, and variance remediation

• Developed enterprise-wide physical security strategy to drive consistency, synergies, and best practices

• Ensure industry compliance with PCI and SOC2 governance

• Develop, implement, and maintain OSHA compliant safety program

• Maintain business continuity plan, emergency preparedness, and communication protocols

 

TRAVEL INC: DULUTH, GA

Travel Incorporated (Travel Inc) is a privately held, family owned Corporate Travel Management Company.  They have been in business for 36 years, employ 250+, and based in the Atlanta, Ga metropolitan area with 4 additional offices in the U.S.. They are a Trusted Travel Advisor for local, national, and global travel management offering creative travel management solutions based on a customer’s corporate culture and business objectives. 

 

Vice President, Account Management & Corporate Services                     November 2008 - February 2013

 

Responsible for Client Consulting, Corporate Communications, and Sales/Marketing Support.

• Lead a team of 16 inclusive of AVP and 2 Directors

• Fostered professional alliance with client executives regarding service levels and expectations

• Conducted Business Reviews for clients regarding performance, trends, and emerging technologies 

• Oversight for contracted services, fees, billing, and collections

• Cross functional collaboration on help desk, call center, and fulfillment operations

• Rendered hands-on training and guidance in resolving challenges and service delivery solutions

• Facilitated customized on-boarding of new clients including product training 

• Developed business continuity program and crisis management communication process

• Maintain corporate website to highlight company initiatives, community activity, and recognition 

• Published monthly newsletter on advances in technology, regulatory guidance, and travel tips

• Corporate Events for clients, prospects, and industry conventions

• Played an integral role as member of the executive team contributing to strategic planning and operational guidance

 

 

EARTHLINK INC. (FORMERLY MINDSPRING ENTERPRISES): ATLANTA, GA

EarthLink Incorporated is a leading network services provider dedicated to delivering great customer experiences in a cloud connected world and provide a cost-effective performance and agility to serve customer anytime, anywhere, via any channel, or any device. Founded in 1994, EarthLink (www.earthlink.com / NASDAQ: ELNK) has over 2,100 employees, with revenues exceeding $1.2 Billion USD.  EarthLink was acquired by Windstream in February 2017. ((www.windstream.com / NASDAQ: WIN)

 

Director, Real Estate and Corporate Services                                                             October 2000 - October 2006

 

Leadership for professional staff responsible for real estate, facilities, and office services in support of U.S. operations for corporate office, call centers, and data center operations.

• Controlled operating budget and financial forecasting of more than $50M which included 6 facilities and 25+ remote sites

• Oversaw support services throughout corporate and satellite offices relative to cell phone program, janitorial, grounds maintenance, fleet management, parking, building services, warehousing, and record retention

• Manage Procurement and RFP process of related services,  vendor relations, contract negotiations, and associated service level agreements

• Performed due diligence relative to corporate services and real estate on targeted acquisitions

• Responsible for Corporate Travel Policy, Management, and associated PCard Program    

• Developed policy guidelines and self assessment disciplines

• Staged and managed internal employees, managers, executive meetings/conferences

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GRUBB & ELLIS MANAGEMENT SERVICES (FORMERLY AXIOM REAL ESTATE): ATLANTA, GA

Regional Customer Service Operations Manager                                              January 1990 - September 2000

 

Managed new business portfolio providing outsourcing for corporate support services

• Established and managed P&L operations for southeast region providing all aspects of integrated facilities management, business services, and corporate services for clients

• Oversight of corporate services to include facilities management, janitorial, grounds, food service, security, mail, shipping, warehouse, fleet management, telecommunications, and print services

• Manager liaison to clients for out of scope work requests, contract negotiations, problem escalation and remediation

• Oversaw Digital Imaging & Fulfillment Center including staffing, training, equipment & technology requirements, and inventory management

• Responsible for customer care and retention through executive interaction, surveys, business reviews, and value add initiatives

• Lead on-boarding process to ensure appropriate implementation of all service deliverables

• Human resources management to include hiring, training, performance management, recognition, salary administration and payroll

• Recognized as company’s “Core Competency” business services and corporate facilities management solutions.

 

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Data General Corporation: Norcross, GA

National Director - Customer Service Center                                                      January 1986 - December 1989

 

Operational oversight of U.S. based call centers (4) supporting 250 employees for Level 1 and Level 2 hardware and software support

• Maximize customer experience via appropriate skill sets, productivity measurements, and call management

• Liaison to client’s executives for on-boarding new customers and problem escalation/remediation

• Responsible for crisis management process including client communication

• Technical writing and work flow process for customer support and employee training

• Oversight of corporate services to include facilities management, janitorial, grounds, food service, security, mail, shipping, warehouse, fleet management, telecommunications, and print services

• Employee counseling, development, and training

 

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IBM Corporation, Atlanta, GA

Projects Manager - National Service Division                                                     October 1977 - January 1986

 

Progressed through numerous staff and management in Call Center, Administrative Services, Education Support, Financial Planning/Forecasting, and Audit. Responsible for assigned programs from concept to implementation to ensure strategic direction and management of funding

• Develop training documentation for field service administrative support workflow processes

• Internal auditor for financial accountability, inventory management, and personnel administration

• Conceptual Beta Test for personal computer refurbish center

• Startup team for roll-out of new service channel - Customer Service Exchange Center

• Migration Manager for automated customer service request platform