| David Miller's Resume |
| 200 Crabtree Dr. West,
Atlanta, GA 30076, USA 678/461-4384 (miller_davidw@bellsouth.net) Click here for a MS-Word Formatted Version for printing. |
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Strategic business thinker with 20 years of tactical management and consulting experience reinforced with a Masters of Business Administration level education. International executive management experience overseas in Asia and Europe managing diverse workforces. Quickly builds strong, strategic business and personal relationships with clients, other consultants and inside organization to facilitate problem solving and speed time to market while retaining my focus on the bottom line and shareholder value. Flexible and personable team building leader with multiple experiences in all aspects of start-up businesses. Willing to relocate worldwide.
Detailed Qualifications
Fifteen years of direct operations, product development, and marketing management experience in high technology firms incl. directing Technical & Customer Support, Call Centers, and computer project management consulting. Strategic executive management experience and skills with workforce exceeding 2,500 employees in high technology, customer driven production setting. Technical expertise includes all common business software, e-mail systems, PC and network operating systems, PC hardware, Internet technologies, and ACD call switches.
Experience directing business process reorganizations, policy (re)design and implementation, outsourcing, e-commerce, and directing operations at multiple remote and international offices. Able to effectively set and achieve goals in both front-line roles and through multiple layers of management and supervisors. Familiar with all aspects of personnel management incl. recruiting through reviewing and department restructuring. Multiple experiences directing a variety of industries rolling out new technology projects. Marketing incl. product development oversight and direction, writing RFPs, exhibiting, resourcing and researching competitors at trade shows, direct sales calls, customer site visits, and follow-on client account management. Project management coverage from RFP through close, purchasing, scheduling and resource planning, implementation, training, and final customer acceptance incl. designing and selling on-going support /maintenance agreements. Consulting and outsourcing experiences include analysis, computerization and redesign of business operations and accounting systems. Specialist in and experienced with organizing all aspects of start-ups including international and global scale projects.
Employment History
Feb 2006 – current. Iteck Solutions. Marketing and Professional Services Consultant. Establish Atlanta market and build business and startup operations for IT consulting firms move into Atlanta, GA market. Establish marketing plans and partnerships, develop sales metrics, and operations procedures. Call on and present company’s offerings and solutions. Sell and perform IT performance and security audits demonstrating positive ROI through outsourced IT operations for SMB’s.
Responsibilities and accomplishments: Met all challenges of start-up operation relating to customer support and services. Directed formation and operational management of Help Desks, NOC and Customer Service. Served as project/installation manager for major rollout of new software and hardware to 250+ NBC television studio installations including New York and Tokyo and hundreds of Charter Cable Advertising Headends. Developed metrics and management staff and standards. Reorganized Operations to accommodate rapid growth and control costs. Customer liaison for all escalated technical and service related issues.
August 1998 - December 1999. USA International Agency (USAIA) Overseas Information Systems and Internet Technologies Consultants.
Position: President and Principal consultant.
Responsibilities: Startup firm specializing in outsourcing IT services, international e-commerce projects, and call centers overseas. Company offers remote and or offshore consultant management and all aspects of offshore development of software development, and Internet e-commerce sites. Also provides international development personnel domestically if necessary. Oversee and direct all aspects of projects' development from site location and development through personnel and staffing, product development through final delivery to assure optimal quality complete customer satisfaction.
Accomplishments: Founded and formed new international outsourcing venture. Staffed and formed strategic partnerships with joint ventures overseas. Specializing in opportunities in Philippines, Sri Lanka and India.
1996-1998
Innodata Corporation. Global data
conversion, entry and Internet technical services.
Position: General Manager,
Direct report to CEO/President.
Responsibilities:
Initially to develop from scratch in a joint venture with
Japanese giant Softbank an
overseas Internet based call center. Responsibilities included:
personnel and staffing, operations, budgeting, metric control
systems, key technologies specifications, project management of
system development and implementation, management of vendor and
client relations, and ultimately, marketing. Executive liaison
with Softbank to transfer technology and train /develop
management staff for Filipino managerial turnover after one year.
In an executive management role created, reviewed and implemented
policies for a global high technology workforce exceeding 2,500
in the US, Philippines, Sri Lanka and India. Later started a new
division for developing and marketing a Filipino programming
division focused on correction of the Year 2000 Millennium
problem and develop market plan for other custom programming
projects. Develop new markets for call center's products and
expand / enhance /adapt product lines to those fill those
markets' needs. Finally, re-engineered the customer service
process eventually relocating it overseas. Extensive client and
sales force contact in role of Customer Service
Manager. Key role in technology and change
management process within Innodata Corporation. Oversaw and
directed implementation of Clientele software on WAN to enable
quick and eventually preemptive global problem resolution.
Accomplishments: Setup,
staffed, launched and handed off a completed global based
outsourced call center in under one year in the Philippines. Went
on to take on additional role of Customer Service Manager where I
designed and orchestrated a complete reorganization of Innodata
Corporate Customer Service function worldwide resulting in
increased level of customer satisfaction, lower delivery costs
and ultimately increased sales with subsequent stock price
recovery from .75/share to over $ 12/share.
Customers: Softbank Services Group, IBM,
Logitech, Visioneer, Primerica, Good Times Entertainment, Large
International publishers including Westlaw, Ebsco, and The
British Library.
Technical Expertise: e-commerce, outsourcing, computer
networking, Novell, Windows/95-98, NT 3-4.0, HP-UNIX, Informix,
IPX, TCP/IP, Client/Server. Cisco routers and hubs. Powerhelp,
Clientele Help Desk and customer service software packages. Lotus
CC-Mail and other Internet mail.
1994-1996-
Axent (formerly Raxco), Inc.
Client / Server security software development firm. Over 50,000
installed clients worldwide.
Position: Customer Support and
Services Manager, Direct report to VP, Engineering.
Responsibilities: Direct responsibility
for and management of multi-site Call Center, Quality Control,
and Systems Administration departments. Oversee delivery arm of
service contracts--annual value $3 million. Manage project teams
to prioritize and speed corrective software development. Prepare
and manage annual budgets. Hire, review and develop staff of
customer service reps. Exercise metric control of call center
operations. Oversee other remote managers and local staff of 50.
Develop and implement processes and strategies to improve
services, better manage resources and control costs. Assist sales
and marketing efforts by leading client telecons and with
personal experience by negotiating with foreign (UK, Australian
& European mostly) and domestic clients to resolve problems
by directing and prioritizing corrective engineering activities
and priorities. Demonstrate new products and technologies at
trade shows and seminars. Assist in the preparation of RFPs.
Accomplishments: Reorganized customer
service to increase call center performance 140%. Division won
industry and company service awards. Resolved quality control
problems and sped development by implementing high-performance
work teams and concurrent development principles. Organized and
modernized systems administration group. Developed and enforced
procedures for management control. Created metrics and reporting
and graphics to monitor divisional performance with top VPs.
Increase customer satisfaction with continual improvement of
support offerings such as introducing e-mail resolutions,
pioneering ftp'able service patches (tune up kits), implementing
WWW access, and client surveys. Represented clients in software
development meetings to prioritize corrective engineering efforts.
Company sold to and absorbed by Symantec
Customers: Financial institutions, Government, high technology manufacturers, Fortune 500 clients, other worldwide clients and remote support centers.
Technical Expertise: Novell, Windows/95, NT, UNIX(s), VMS, IPX, TCP/IP, Client/Server. ACD phone switch. Helpdesk software.
1993-1994 Starnet Development High technology startup firm (division of Lenfest) developing software and hardware commercial insertion products for the cable television industry.
Position: Customer Services Manager - Staff of 22, 2 supervisors. Direct report to VP - Software Engineering.
Responsibilities: Organize, staff, develop and review field service, training, call center, and quality control functions from ground up. Direct corrective engineering priorities and feedback to marketing and development for product enhancements. Extensive travel for on-site project management of all hardware and software installations. Technical client and sales contact as presales technical expert including many site visits to coordinate high profile first installations. Direct concurrent development of product documentation and support tracking system. Design and market support contracts. Organize divisions and staff into high performance work teams to speed installation process. Use interpersonal and negotiation skills to resolve escalated calls and customer satisfaction problems associated with new software and hardware technology offerings and rollouts.
Accomplishments: Developed field training staff, call center,
and product documentation from scratch at high technology startup
company. Put management control processes and policies in place
for divisions under my control. Consulted on major sales of
system prototypes with key clients on-site nationwide. Project
management oversight and control for all system installations.
Develop metrics to measure and continually improve customer
satisfaction.
Customers: Major multi-channel cable
operators - TCI, Cox, Continental.
Technical Expertise: OS/2, Novell, IPX, TCP/IP, UNIX, Btrieve, NLMs.
1991 - 1993 National Software Point of Sale software accounting applications.
Position: Product Support Manager. Oversee 5 managers, 30 people.
Responsibilities: Direct and manage
technical support, product development, programming, quality
control and customer training divisions. Consult with clients on-site
regarding product customization needs, managing installation and
development projects, and marketing support contracts. Set
departmental budgets, policies and goals. Schedule and allocate
resources. Develop budgets and financial data to prepare company
for sale.
Accomplishments: Increased sales of service
contracts through strategic marketing plans and arrangements.
Streamlined installation and training process through better
project management. Created metrics to identify problem clients
and developed new training programs and documentation to reduce
call loads and increase customer satisfaction. Re-organized call
center to handle increased loads with same staffing level.
Product champion and visionary resulting in increasing product's
value for eventual company sell-out.
Customers: Nationwide automotive repair shops, parts and tire dealerships. Big O Tires, Checker Auto Parts, Paccar, Firestone.
Technical Expertise: Novell 3.X, Basic, remote system management, helpdesk management packages, project management software.
1987-1991
Springer Miller Systems Hotel and
office accounting software development and consulting.
Position: Operations Manager.
Direct 4 managers in 2 offices, Staff of ~30.
Responsibilities: Manage operations and direct project management at hotel management and accounting software technology firm. Direct profit/loss responsibility for and management of call center, quality control, technical support, systems and administration groups. Prepare and manage annual budgets. Extensive on-site, top level client and vendor contact developing and enhancing relationships and resolving satisfaction problems. Profitably manage and consult on all accounting and large installation and/or development projects. Develop and lead top level training programs for staff and clients. Direct presales responsibility for hotel and manufacturing accounting systems. Design and market hardware and software support contracts to top level clients. Feedback customer requirements from field and demonstrate product at industry trade shows. Prioritize corrective engineering priorities to enhance customer satisfaction levels. Key and founding member of management committee.
Accomplishments: Developed and implemented strategies that grew company from small startup development firm to major hotel software and systems vendor. Developed, marketed and managed delivery of support contracts. Built up powerful regional service delivery reputation for sales of accounting systems worth $800K annually. Oversaw project management, installation and training for over 100 hotel reservation system conversions and implementations.
Customers: Resorts, hotels, accounting and manufacturing firms. Hilton, Wyndham Hill, Mariner Resorts.
Technical Expertise: Novell 3.X, FoxBASE, SBT accounting products.
1980 1987: Owner, Accounting Firm. Private accounting and business management practice. Consulting services included year-end statements and tax preparation, payrolls, full charge bookkeeping, and reconciliations for businesses and individuals. Extensive experiences auditing operations and consulting for customized computerized systems and software.
Education
Masters of Business Administration 1997- Management of High Technology Companies.
University
of Phoenix. GPA 3.8, Placed in
top 1% of all graduates in core business areas, top 3% in
management tools on year-end comprehensive US national exam.
B.S. Business, Industrial Relations.
University
of North Carolina @ Chapel Hill.
Personal Interests
Travel, technologies (ancient,
current and futuristic), skiing, reading, international business
and politics, hiking, all types of music.
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Email: miller_davidw@bellsouth.net
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