Summary

People and Customer Account Management Professional with proven success in completing major projects and management assignments in domestic and international environments that delivered high customer satisfaction attributes and optimum team performance. Demonstrated leadership, decision making, performance measurement and listening skills have contributed to a reputation for leading change, meeting time-sensitive and operational goals and ensuring significant corporate savings. Seeking to utilize proven skills and experiences in technology focused operations management opportunity to generate successes in services delivery and share my wisdom and experiences with company employees.



Employment

1999 -  2006

2003 -  2006
Worldwide Support

Assembled and directed a team of program managers and technicians to implement the outsourcing of high volume telephone support requests resulting in $9M annual savings : Developed and delivered stakeholders communication presentations.
Developed process change announcement communiques for direct delivery to customers.
Developed and issued RFP to twelve telephone support vendors.
Engaged in Dynamic Bidding Event to eliminate half the vendor field.
Arranged and received presentations from 6 vendors to pare the short list to 3 vendors.
Visited the 3 finalists at their US, UK and Indian service locations.
Developed and documented technical call flow and escalation processes leading to smoother case diagnosis and quicker problem resolution.
Implemented technical case knowledge management operations through quicker collection of case resolution data and more timely posting to knowledge templates.
Completed development of service delivery website enabling immediate access of operational procedures by all departmental personnel.
Established partner agent monitoring program enhancing the learning process for new technicians and improving interactions with customers.
Completed migration of 9 thousand like 9000 cases per month to outsourced partners resulting in $9M annual savings.
Developed and implemented telephone support and escalation processes for the Windows Operating System on Sun products resulting in $3M annual savings.
Negotiated the delivery agreement with the partner for Windows telephone support which identified all service level requirements and associated contract payments.

Assisted in the development of the ROI to support additional telephone support requirements ensuring accurate multi-year call volume and cost forecasting.

2002 -  2003
US Support

Assumed leadership of project to outsource 1000 service calls per day and enhance the customer experience in service call acceptance, entitlement and call routing.
Assembled and led team in developing and issuing to potential service partners a Request-for-Proposal to meet service level requirements and improve customer satisfaction.

Developed communication plan to advise internal employees of the impact on their lives of outsourcing their work activities.

Developed and delivered executive stakeholder communication plan to facilitate the understanding of outsourcing service activities.
Redeployed thirty FTE prior to issuing the RFP with no degradation in operating metrics.
Led team to RFP issuance resulting in 30% cost savings per case.

David J Young Page 2

Program Manager, US Support Services 2002

Liaison between US Support Services and Global Network Storage Sales organization
Implemented programs that improved storage product operations in US Support Services through enhanced new product introductions and associated training requirements, improved service call flows and escalations and resolved HBA and switch serviceability issues and constraints.
Re-defined storage competency levels and technician certification resulting in more accurate case assignments and quicker case resolution and implemented new storage triage process resulting in quicker case resolution.

Client Delivery Executive, NTT DoCoMo, Tokyo, Japan 2001
Service account management for Sun's largest strategic account in Asia Pacific Region.
Established large account management processes similar to those being used with largest accounts in Americas by working in combination with direct and virtual teams to achieve the highest level of customer satisfaction.
Initiated and implemented a case management system, remote diagnostic services and mission critical escalation processes preventing system outages and ensuring timely resolution.
Enhanced root cause analysis process and established and managed failure analysis team.
Sourced and recommended replacement Client Executive.
Facilitated transfer of high-level technical engineer to Tokyo to support account.

2000 -  2001
Regional Customer Service Manager

Led management and technical staff to ensuring optimal service delivery on products in Washington, Oregon, Idaho, Montana and Alaska. Increased customer satisfaction while meeting all financial requirements.

1999 -  2000
Client Delivery Executive

Provided global account management for a diverse strategic global account in Americas by directing strategic projects and managing direct and virtual teams to achieve the highest level of customer satisfaction.

NEXAR TECHNOLOGIES, INC -

1997 - 1999
Vice President, Technical Services

Developed and delivered personal computer service strategies to traditional distributors and consumers in a high growth, high intensity, PC sales and distribution industry where high adaptation and flexibility are required to effect rapid changes in an evolving PC market.

1995 -  1997
Area Business Manager

Developed and implemented financial and business strategies for an $80M service business.

Education

Miscellaneous

LEADING EDGE PRODUCTS, INC -

Personal Computer Manufacturer
Vice President, Technical Services

Developed and directed direct-service organization supporting consumers and shipments of twenty-thousand units per month in the high growth personal computer sales and distribution industry.

UNITED STATES MIILITARY ACADEMY, WEST POINT, NEW YORK
Ice hockey team captain.
PROFESSIONAL DEVELOPMENT

LOUISIANA STATE UNIVERSITY, Graduate, LSU Executive Education Program.