SVP Information Technology Operations VP in Atlanta GA Resume Steve Fiveash

  STEVE FIVEASH Marietta, Georgia 30066 4045434731   stevefiveashcomcastnet  EXECUTIVE MANAGEMENT / BUSINESS LEADERSHIP Results-driven executive leader with more than 20 years experience impacting the visibility, profitability, and operational performance of some of the largest telecommunications and high-tech service providers in the world Highly organized self-starter with excellent track record of delivering strong revenue and profit results in start-up, turnaround and high-growth organizations Skillful at empowering employees to highlight individual aptitudes while collaborating as a unit Adept leader, strategic planner, and creative developer with effective customer-service skills and demonstrated ability to architect, negotiate, implement and maintain tailor-made client solutions, build relationships, communicate solution strategy and product offerings, and provide technical expertise, support, and training to staff and customers Managed Services   Professional Services  Team Leadership, Mentoring, Training  Network Management •  Change Management    Operational Expertise •  Budget Resource Allocation   Vendor Management   Contract Negotiations   Customer Service   Call Center Management • Mergers  Acquisitions   Operational Streamlining   Business Development   Outsourcing   Insourcing   Cost Reduction   Product Development   Relationship Building   Contract Negotiation Employee Relations   Data Center Management and Development   Strategic Tactical Planning   International Business   Voice Technology Convergence   Sales Leadership   PL Accountability PROFESSIONAL EXPERIENCE HP, Marietta, Georgia (Virtual Office) • 11/2014 –  Present Client Delivery Executive for the Avaya APCS Account AVAYA, Marietta, Georgia (Virtual Office) • 02/2010 –  11/2014 Large telecommunications company providing Unified Communications, Contact Center, Managed Services and the product and services to support those and other lines of Business Head of Managed Services : Leading the strategic Accounts Organization, responsible for customer satisfaction and revenue retention Fulfilled 98% of revenue year over year run rate through teams of Client Business Managers responsible for the post sale commercials with our customers and driving revenue through the up sell of products and services, partnering with Service Delivery Managers responsible for the technical integrity of the services being provided by the managed services organization Commanding Day 2 Service Delivery functions for the Managed Services Line of Business including all post-implementation customer facing groups Such as, Customer Focus Teams, Service Desks, Tier 1 through Tier 4 engineering, Network Operation Centers, along with the technology infrastructure, tools and process teams that support all activities  –  Globally Responsible for the consolidation and mainstreaming of multiple standalone lines of business while consolidating the Service Delivery platforms by gathering requirements from all departments and organizations within Avaya Produced the RFP for the “Quote to Cash” web enabled, ITIL aligned managed platform and awarded the project to a vendor This platform replaced multiple globally dispersed platforms producing efficiencies in business operations, billing and invoice management, service management, partner self-enablement while being vendor agnostic resulting in 13 million dollars of savings in 5 years IE TELCO SOLUTIONS , Downers Grove, Illinois   08/2008  –  02/2010 Startup of an international company in the US purchased by a Venture Capital group The company brought a proprietary software specifically created to reduce telecom access spend and offered project based and managed service options    STEVE FIVEASH   Page 2   stevefiveashcomcastnet  Head of US Business:  Created all sales and marketing initiatives to include: sales literature, agent agreements, customer presentations, investor presentations and contracts Efforts in the first four months resulted in contracts potentially worth 20 Million, in the telco, enterprise, and state government spaces  Additionally, secured 500,000 in funding NUVOX COMMUNICATIONS, Greenville, South Carolina 2006- 2008 Multimillion dollar company providing managed communication and IT solutions to small and mid-sized business customers in 16 states Senior Vice President, Business Operations and Development:  As a member of the executive team,   I created and managed a 204 million operating and 54 million capital budgets, Provided strategic, financial, legal and negotiations expertise for corporate development initiatives Identified industry trends to align technologies with long range planning by teaming with all organizations to insure operational plans were aligned with corporate directions and systems supported them Devised and executed strategic and tactical action plans, utilizing a business approach focused on improving financial performance in a PL environment to drive achievement of corporate objectives Supported sales growth through revamping the sales engineering teams and support Orchestrated due diligence reviews for MA activities in cooperation with outside financial advisors, accountants and legal counsel Led management team in identifying and correcting problems encountered from acquiring and integrating another company while reducing and streamlining overhead expenses, strengthening productivity, overhauling operating processes and systems, and resolving quality issues Specific Accomplishments:   Revitalized Program Management Office, improving successful capital project completion rate to 97% from 20%   Transformed previously disjointed sales engineering organization, streamlining operations and successfully refocusing efforts toward innovative service solutions   Managed a highly successful merger and transition with FDN, delivering all projects on time and under budget by 2 million   Developed and launched web-based, interactive training modules resulting in 50% increase in participation and 25% reduction in training costs   Slashed order entry staffing requirements by half; centralized and increased productivity per person by 30%   Fostered employee empowerment and participative management practices throughout the organization leading to increased productivity   Transitioned strategy into tactical plans to drive market growth and diversification MCI / VERIZON BUSINESS, Ashburn, Virginia Alpharetta, Georgia 2003-2006  Global telecommunications company with more than 25,000 employees Independent Consultant: Challenged to refocus organization and to adopt a customer-driven management philosophy to streamline operations and capture and maintain competitive lead Evaluated management structure and provided strategies for realignment Designed and implemented performance improvement initiatives Teamed with corporate strategy and development organization to provide due diligence and integration support for MA projects    STEVE FIVEASH Page 3 stevefiveashcomcastnet Specific Accomplishments:   Delivered comprehensive strategies and recommendations; all were accepted and implemented leading to organization-wide efficiency improvement and new revenue generation   Introduced innovative technologies and work systems to drive continuous process improvement leading to reduced cost and increased productivity ORANGE BUSINESS SERVICES (Formally EQUANT), Paris, France 2001-2003 Recognized leader in global data and IP services for multinational businesses with approximately 3 billion in annual revenues Senior Vice President, Network and Customer Service Management (2003): Oversaw performance of global corporate network, internal and external datacenters and private customer networks in 140+ countries Directed network management and customer care centers around the world, building dynamic operations team of 1,000+ employees in 100 countries Established and executed global security a practice, including internal network and data security, physical property security, and employee investigations Partnered with sales and marketing departments to enhance service offerings and products, increase revenue, and maximize customer satisfaction Specific Accomplishments    Restructured daily operations of network management centers, eliminating ‘24/7’ work schedules in multiple locations, leading to 20% cost reduction and improved employee morale   Established a functional change management team that focused on application availability through quality of changes made to internal and external infrastructure which accounted for 75% fewer anomalies, avoiding costly outages which impacted customers and internal services    Led company to achieve Telemark’s highest honor of ‘Best in Class’ for customer satisfaction in 11 of 15 categories   Decreased telecom costs by approximately 900K Senior Vice President, Customer Service Operations (2001-2003): Held full responsibility for all customer care functions, managing 500 million dollar budget and directing global field operations in 100+ countries Guided corporate expansion and development during and after merger with 2 international companies Delivered and maintained impeccable customer service during transition Provided decisive, proactive and market-driven operating leadership for 5000+ global employees Introduced and implemented best practice work procedures which drove process improvement governed by operational metrics and reporting rigor Provided oversight of the design, procurement, and implementation of new tools and technology required to provide a common “way of work” globally allowing for the superior Customer Service for which the corporation became recognized Specific Accomplishments:   Streamlined operating infrastructure, consolidating 11 Global Customer Service Centers (GCSCs) and 150+ remote helpdesks into 5 GCSCs   Spearheaded successful migration to unilateral CRM platform, effectively creating and adopting common practices   Delivered 200 million savings and slashed staff requirements by 2,000 by eliminating personnel and functional duplication and implementing cutting edge technical and software-based solutions Note:  Prior roles have included Vice President, Customer Service Operations for SITA/EQUANT Joint Venture; Division Manager for ATT’s Global Customer Service Center; and Director of Global Network Operations for MCI Details and references available on request