VP IT CLIENT SERVICES in Atlanta GA Resume

MARK S. LATHAM 520 Waterview Trail  Alpharetta, Georgia 30022 678-485-2498  [email protected]

Mission Position as VP IT Client Services, where a strong hands-on leader will immediately help direct quality programs, increase conflict resolution, negotiate maintenance agreements, and improve operational efficiency.

Summary Created and directed day to day operations with 500+ people for Business Operations and Global Technical Support. At STI Knowledge we created Industry Best Practices and taught the IT Industry how to support their end users and platforms giving an exceptional customer experience. More importantly we taught the industry how to prevent problems in the first place. “Prevent vs. fix, fix fix.”

Experience: 24*7*365 Operations  Vision/Planning/Strategy  Policy Development  Quality Programs Telecom  SLA/SOP  Field Services  Continuous Process Improvement  Technical Support Operations Engineering  Conflict Resolution  Logistics  P&L Management  Vendor Negotiations Entrepreneur  Root Cause Analysis  Team Leadership/Building  Performance Management

PROFESSIONAL EXPERIENCE RHLsuccess, Inc.  Atlanta, Georgia  2008-Present Specializing in Service Delivery, Operations Engineering, Field Services, logistics and process improvement. (24) months as VP Operations TechBridge, a Non profit company providing technical support for Non Profits Major Contributions:  Defined and Implemented dispatch workflows and process to streamline operations and increase customer volume by 200% with no increase in costs. 

Negotiated with vendor to increase security, decrease downtime by 90%, and reduce IT costs more than 95%.

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Created and marketed new services for customers resulting in 100% increase in service revenue 12 months.

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Honored with nomination for Atlanta Telecom Professional of the Year 2009 Enterprise Finalist for implementing telecom system with remote workforce capabilities.

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Final escalation point for all complex issues with customers which included multiple vendors to coordinate solutions.

STI Knowledge  Atlanta, Georgia  1998-2008 Privately held middle market company providing Managed IT services, IT services consulting, and customer training for F1000 companies including companies such as CISCO, Citrix, IBM, and ALCOA.

Senior Vice President Operations (2003-2008) $60M budget Led all aspects of tactical management of internal operations. Coordinated delivery, logistics, field services, and operations engineering initiatives to maximize business trends and competitive advantages as well as positive and profitable end user experiences.

MARK S. LATHAM  Page 2  [email protected]

Major Contributions:  Held quarterly training for World Wide Technical Support Directors, training them on how to implement Call Center Best Practices, ITIL, ITSM, and CMM in their operations. 

Directed the implementation of the largest CISCO VoIP infrastructure in the Southeast. This infrastructure optimization project saved 40% in future IT expansion costs.

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Implemented and directed Global Technical Support operation with multiple facilities and 500+ professionals including remote field services personnel.

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Successfully attained strategic leadership in the Gartner IT Service Desk Magic Quadrant.

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Created new service line with in house IP - Certification. Created best practices certification including Certified Field Support Professional, Service Center Director, and esupport (remote) services. Later sold this intellectual property to ThinkHDI.

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Trained all Field Support professionals on customer service skills and proactive customer support best practices. This reduced dispatch of Field Support professionals by more than 30% in six months.

Vice President Operations/CIO (1998-2003) $40M budget Directed all day-to-day operations for Field Services, IT, and Operations in multiple facilities. Major Contributions:  Created and grew infrastructure from supporting 100 end-users to more than 100,000 endusers, including Telecom, servers, VMware, exchange, antivirus, monitoring, and security. 

Directed all large implementations including first $100 million services contract, with IT, Operations, Sales, and delivery components.

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Honored with nomination for CIO of the Year in 2000 and led company to recognition as one of INC’s 500 Top Fastest Growing Businesses for 3 consecutive years.

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Improved gross margin from 19% to 35% by creating a results-driven, customer focused environment for delivering individual and organizational results.

United Parcel Service Mahwah, New Jersey; Atlanta, Georgia; and Orlando, Florida (1987-1998) International package delivery company with $40 billion in annual sales. Titles including National Operations Manger (1200+ IT people), Regional Operations Manager (600+ IT people), and District Operations Manager (100+ IT people). 

Started the first Technical Support operation with incident management, root cause analysis, and self service.

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Installed first telecom equipment for gathering driver data

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Wire all buildings in Southeast for new LAN topology

EDUCATION Bachelor of Science in Computer Science, Minor in Engineering University of Central Florida  Orlando, Florida PROFESSIONAL DEVELOPMENT Six Sigma Green Belt  Performance Management  Sales  Consulting  Core Process Redesign  Leadership  Industrial Engineering  Public Speaking  ITIL  CHDD