200 Crabtree Drive W.
Roswell, GA30076
/

DavidW.Miller

/ 678/461-4384

Profile

Strategic business thinker with 20 years of tactical operations management experience in technical management, marketing & customer support at high technology companies. MBA degreed (high technology emphasis) with honors in 1997. Quickly builds strong, strategic business and personal relationships to negotiate & facilitate problem solving and speed time to market. Flexible and personable team building leader. A specialist in all aspects of start-ups and outsourcing management. Highly skilled in many computer technologies and fields. Willing to relocate or travel worldwide.

Detailed Management and Consulting Qualifications

  • Extensive pre-sales selling & technical consulting experience calling on, closing, and following through to operational handoff of accounts. Financial & Technical analysis, preparation and successful presentation of my company’s offerings suitability to task for “C” & Board level audiences and IT groups alike. Direct marketing down to cold-call level.
  • Front line and executive management of technical operations of high technology firms incl. directing Technical & Customer Support, CallCenters, and project & product management in most areas of computer industry.
  • Strategic executive management and consulting skills in all sizes of high technology, customer driven companies. Includes experience in operations, personnel, accounting, project management, sales & marketing.
  • Effectively set and achieve goals in both front-line roles and through multiple layers of management and supervisors domestically and internationally.
  • Hiring, training and leading customer service operations and technical support staff in several different settings.
  • Independent leader that works well in startup operations.
  • Tactical experience evaluating and managing outsourced technology partners.

Business Consulting Including:

  • Business process reorganizations, policy (re)design and implementation, project management and direction of operations at remote and international offices.
  • CallCenter Management
  • International Outsourcing development & management
  • Analysis, computerization and redesign of business operations and accounting systems.
  • All aspects of rolling out new technology projects in joint venture and start up settings.
  • 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 including global scale and international projects.

Employment History

Feb 2006 – October 2007. 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.

June 2003 – Feb 2006,Miller IT Consulting, Principle consultant. Started own venture offering business and IT integration consulting, business systems (Point Of Sale) and computer networking services. Emphasis on securing and consulting for SMB networks. Also bootstrapped and launched innovative E-bay consignment business project.

Jan 2001 – May 2003,USA.NET, Senior Sales Engineer. Global Messaging outsourced provider to Fortune 500 companies. Territory – initially East Coast, later entire U.S. & International.

Responsibilities and accomplishments: Work in conjunction with top level Sales Management to close deals requiring technical and financial research and analysis. Manage sale & installation projects from prospect through installation. On-site presentations and meetings with “C” level management performing and reporting on project ROI and installation plans. Work with client’s IT staff to assure technical feasibility, financial justification and customer suitability of USA.NET service offerings. Customer liaison for all escalated technical and service related issues. Joint sold, planned and rolled out installations. Develop & present on-site sales presentations and in-depth ROI/TCO analysis nationwide. Own & guide projects through internal USA.NET issues and procedures.

December 1999-Dec 2000, Video Networks Inc.,Director of Network Operations & Customer Services. Internet startup serving the broadband video and cable advertising markets.

Responsibilities and accomplishments: Met all challenges of start-up operation relating to customer support and services. Directed formation and operational management of Help Desks, data center and Customer Service. Served as project/installation manager for major rollout of new software and hardware to 250+ NBC television studio installations. Developed, implemented and managed high metrics and hired and developed management staff. 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. Founder & Principle Consultant. International personnel recruiters for software development.

Responsibilities and accomplishments: Developed business plan, raised start up capital, staffed and formed strategic partnerships for startup firm specialized in forming offshore IT relationships, international technical resource management, and overseas driven customer responses leveraging internet technologies and transport. Consult on all technical and political aspects for international IT projects. Manage staff in US and in Asia.

1996-1998 Innodata Corporation. General Manager, Direct report to CEO. Overseas (Asia) Global data conversion, entry and Internet e-mail technical services.

Responsibilities:

  • Formation and direction of overseas entity, incl. staffing, operations, metric control systems, vendor selection and client relations.
  • Overseas Executive Management for a global high technology outsource workforce-exceeding 2,500 in the US, Philippines, Sri Lanka and India.
  • Implement and oversee global business process reorganization.
  • Hiring, Training and planning of training and customer service personnel
  • Top level customer interface for customers outsourcing their data needs.

Accomplishments:

  • Developed all aspects of operations- business entity setup, staffing, training, launching of an e-mail response center based in Asia.
  • Marketed services to national US Call Centers from prospecting through bringing work back to Asia for campaign processing.
  • Designed and orchestrated a complete reorganization of Innodata Corporate’s Customer Service function worldwide. Oversaw and directed design and global implementation of Clientele CRM software and business process reorganization to enable quick and eventually preemptive global problem resolution resulting in increased level of customer satisfaction, lower delivery costs. Resulted in increased sales with subsequent stock price recovery from .75/share to over $14/share.
  • Launched one of the first global response call centers in Philippines from scratch.

1994-1996 – Axent Technology, (formerly Raxco), Inc.Customer Support and Services Manager, Direct report to VP, Engineering.

Responsibilities: Direct responsibility for and management of all aspects of a multi-site CallCenter, Quality Control, and Systems Administration departments. Manage project teams to prioritize and speed corrective software development for Fortune 100 and major international clients.

Accomplishments:

  • Developed and implemented processes and strategies to improve services, better manage resources and control costs.
  • Assist sales and marketing efforts by increasing customer satisfaction with enhanced corrective engineering and technical support services and direct customer interventions.
  • Reorganized and developed customer service Internet delivery to increase call center performance 140%. Division won industry and company service awards.
  • Implemented web access and knowledgebase technologies

1993-1994 Starnet Development-Customer Services Manager. Report to VP - Software Engineering.

Responsibilities: Organize, staff, and manage, technical support, call center, and quality control functions. Direct corrective engineering priorities. Technical client and sales contact as presales technical expert for high profile first installations. Direct concurrent development of product documentation and support tracking system. Design and directly market support contracts.

1991 - 1993 National Software SystemsProduct Support Manager. Report to President

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.

1987-1991 Springer Miller Systems - Operations Manager

Responsibilities: Top level management of operations, projects and budgets for call center, quality,

training, technical support, systems and administration groups. Extensive consultation work and project management on-site, top level client and vendor contact developing and enhancing relationships and resolving customer satisfaction problems.

1980 - 1987: Owner, Accounting Firm. Owned and managed outsourced accounting and consulting firms.

Education

Masters of Business Administration 1997- Focus -Management of High Technology Companies. University of Phoenix. GPA 3.8, Placed in top 1% of all US graduates in core business areas, B.S. BusinessIndustrial Relations, 1980. University of North Carolina, Chapel Hill. hiking, all types of music

Personal Interests

Travel, technologies (ancient, current and futuristic) and their impact on society, skiing, reading, international business and politics, summertime hikes.