Program Manager Customer Service

Deputy Program Manager:

Harry F. Webb

Summary

Over thirty years of experience in the information technology/telecommunications industry with increasingly demanding responsibilities in diverse organizations in both technical and managerial positions makes Mr. Webb a seasoned and capable Deputy Program Manager. Hands-on, in-depth experience in technical maintenance, quality assurance, personnel development, logistical and human resource management, production scheduling, work development standards and operational management functions give him the requisite experience needed to identify and assess areas for improvement. Mr. Webb is also experienced in managing the development, implementation, support and documentation of business processes. Mr. Webb’s broad yet in-depth managerial experience provides a critical management infrastructure for a dynamic organization.

Education

University of Maryland

Community College of the Air Force

Specialized Skills/Training

Account Leader (EDS)

Leading People (EDS), GM Quality Institute (Michigan State University)

Experience

IntelliDyne, L.L.C. – Aurora, Colorado

April 2003 - Present

Program Manager, Health Affairs, Department of Defense

In the process of improving teamwork and morale while either maintaining or improving services provided though consistent and fare leadership techniques, process development, and standardized procedures.

IntelliDyne, LLC – Falls Church, Virginia

April 2001 – April 2003

Operations Manager, Health Affairs Account, Department of Defense

Improved the Network Operations, Deskside Services and Help Desk Operations by initiating service level metrics, documenting processes, and following agreed upon process and procedures resulting in an increased customer satisfaction rating.

Stabilized the Video Teleconferencing environment by creating a set of “as-built” drawings, documenting all relevant data, and standardizing the rooms.

Managed the rollout/upgrade to Windows 2000 with Office XP.

Electronic Data Systems – Telford, England

June 1997 – September 1999

Director of Operations, Distributed Systems, Inland Revenue Account

Migrated over 61,000 workstations at over 600 nationally distributed offices from a UNIX based Windows 3.1 network to a fully standardized Windows NT 4 platform.

Migrated workstation application environment from 16-bit to 32-bit code.

Utilizes several technologies to keep the total cost of ownership low including Novadigm EDM, Microsoft SMS, Tivoli TEC, Legato Networker, Vantive/Vanweb, BESSy, and X500 directory.

Managed an operational budget of over $40M with over 400 employees.

Electronic Data Systems Corp, Plano, Texas

July 1994 – May 1997

Manager, Distributed Systems Management Center

Implemented the first fully functional Distributed Systems Management Center (DSMC) to include Customer Assistance, Remote Systems Management, and Remote Control of the desktop.

Combined automated tools, people, and processes into a centralized function using a “customer focus” mentality to ensure that the customer was not overlooked.

Centralized functions to eliminate duplicate work environments and provide consistency so that cost could be reduced while improving availability.

Electronic Data Systems Corp, Plano, Texas

November 1989 - July 1994

Manager, Network Management/Product Management

Managed telecommunications products and services to meet current and future customer requirements.

Performed strategic business planning, technology evaluation, contingency management, definition and implementation of policies and performance standards.

Performed financial analysis, variance reporting, and asset management of network product lines.

Improved the pretax profit of the local and long distance, VSAT, Packet, SNA, Video and Dial-Up product lines from a loss of $13.5M in 1988 to a profit of $29.1M in 1992 while increasing customer satisfaction.

Electronic Data Systems Corp, Plano, Texas

November 1986 – November 1989

Manager, Network Control

Management and Control of the EDS/General Motors (GM) private voice, data, and video networks to pro-actively identify, isolate, and correct network deficiencies/problems prior to customer awareness.

Planning, staffing, and directing of two separate management groups.

Administering and managing associated group budgets.

Electronic Data Systems Corp, Warren, Michigan

January 1985 – November 1986

Manager, Field Services - Warren District

Deployed, managed, and controlled technicians serving EDS/GM's largest concentration of telephone/data terminal users.

Implemented new telephone service for over 30,000 users at GM’s Technical Center.

Installed and maintained over 150 T-1s as well as many other lower speed data circuits in support of the Warren Information Processing Center.

United States Air Force

June 1982 – January 1985

Telecommunications Specialist

Actively managed accounts for the Air Force Telecommunications Certification Office (AFTCO) in support of various military departments.

Reviewed and evaluated service requests for technical sufficiency ensuring that all system components (equipment, circuit parameters, etc.) were interoperable.

Analyzed, validated, and processed service requests for point-to-point voice and data circuits, networking requirements, microwave, fiber optic, and satellite systems.

United States Air Force

November 1964 – February, 1985

Security Clearances

Top Secret

Contact this candidate