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ROBERT H.

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".