KAPLAN 328 Fox Hollow Drive Office: 215-396-9222 Langhorne, PA 19053 rkdd171c@westpost.net TECHNOLOGY SERVICES LEADER
I am a results oriented executive with a passion for customer excellence. My ar
eas of expertise included global and domestic operational governance and oversig ht, service delivery and account management for IT end user computing services. My skills includes implementing, transforming, and managing service and support organizations, vendor management, account management, sales management and P&L management. While I think strategically, I act tactically. I am a hands-on deci sion maker in all aspects of driving quality and efficiency improvements, and cu stomer satisfaction.
Experience
Global Program Account Executive June 2003 - Oct 2010
As the Global Program Account Executive Manager, I was the single point of accou ntability for the customer relationship for several of NCR's largest clients and ultimately accountable for ensuring delivery of all contracted services world w ide. My role is strategic in nature with emphasis on business development, reve nue generation, client profitability, standard internal and external reporting a nd relationship building with C level executives. Bluecurrent, Austin, TX Nov 2002 - March 2003 Global Program Director Northeast As Global Program Director, I was responsible for general management and client relationship management for all of Bluecurrent's clients that had their headquar ters in the Northeast. DecisionOne, Frazer, PA Sep 2000 - Nov 2002 Director, Corporate Accounts As Director of Corporate Accounts, I was responsible for developing and implemen ting sales and operations strategies for the Sun Microsystems account. This incl udes developing and maintaining high level relationships throughout both organiz ations while increasing revenue for DecisionOne. * Increased revenue in 2001 by over $3M in new sales over the previous year * Member of Sun's Key Alliance Council
Inacom (formerly Vanstar) Malvern, PA 1996 - 2000
Inacom was a leading network integrator, providing services and products to buil d, manage and enhance personal computer network infrastructures.
Program Executive Jan 2000-June 2000
As a Program Executive, I was the primary interface for Inacom's outsourcing rel ationship with Nabisco Inc. I had direct management of the PMO with responsibil ities that include contract administration, operations & engineering management, P/L, strategic management, product procurement, change management and life cycl e management. Regional Director of Operations, North East/North Central Region 1999-2000 As Regional Director of Operations, I had responsibility for all service deliver y, back office operations support, financial tracking and reporting and solution design and implementation of new opportunities. * Successfully managed the merger of Vanstar Corp. and Inacom Corp. services ope ration in the North East/North Central region into one cohesive organization. * Established a solutions architect group to design, price and implement new ser vices opportunities. * Designed incident billing reports to track revenue and warranty to service inc idents. Director, Service Operations Northeast 1996 - 1998 As Director of service operations, I was responsible for all service-related act ivities for the Northeast Region that spans twelve states and has approximately 800 employees. * Grew service revenue from $25 million in 1996 to a run rate of $100 million by the end of 1998. * Reduced operating expenses by 11% by consolidating back office operations. * Improved management's span of control by 30% through development and restruct uring. * Developed and implemented national and key account strategies. DecisionOne (formerly IDEA Servcom) 1985 - 1995 Horsham, PA General Manager, North American Eastern Region 1985 - 1995 Operating in a multi-vendor environment, I was responsible for all facets of ser vice operations in the North American Eastern Region, which consists of Eastern Canada, 12 states in the U.S., and approximately 265 employees. Responsibilitie s include P&L management, sales/revenue growth, total quality management (TQM), customer relations, contract administration, business planning and logistics. I also served as the interface between our affiliated hardware manufacturing and marketing divisions, IDEA and Decision Data/IIS. * Restructured organization to quickly respond to rapid product changes and mark et opportunities in third-party maintenance. * Developed third-party maintenance business from 20% of total revenues to 60% o ver three years. * Improved "first-call" effectiveness through implementation of maintenance kit provisioning concept. * Reduced accounts receivable by 45% over twelve months. * Developed and implemented a field customer satisfaction survey program. * Designed on-line reports to measure quality performance improvements. * Achieved number one Region in sales. EDUCATION: Long Island University Brooklyn, NY Liberal Arts
U.S. Army Fort Bliss, TX Electronics and Radar School Control Data Institute New York, NY
Numerous management seminars, including "Interpersonal Effectiveness", "Managing
Human Assets", "Process Communications", and "ITT Middle Management Workshop".