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ROBERT GROOM

rgroom@startouch.net

+1 206 604 6705

http://www.linkedin.com/in/robertgroom

LEADERSHIP: IT Technical Professional Services and Client Service Support A business leader with a unique mix of domestic and international in-depth IT professional services, technology consulting, project management and business development experience focused on internet technologies and communications. Leadership positions in technical client service support and PS with Sprint, Iridium LLC, O2 Genie in London UK, Openwave, Volantis and Antenna Software. Passionately driven to leverage products and services as a competitive differentiator to diversify business revenue opportunities AREAS of EXPERTISE Demonstrated accomplishments in leading technical teams performing service delivery and professional services to achieve Service and Operational Excellence Successful leadership in aggressive high growth and technically complex IT/telecom environments Service delivery of mobile internet system solutions and telecom operational excellence Ability to manage effectively with intra/inter departmental domestic and off-shore resources P&L management of technology practices in PS, managed Services and software development Metrics focused to drive operational excellence and business performance Ability to strategize client service delivery for new service opportunities 24x7 service delivery and operational management of mission critical services environments Negotiation and management of commercial agreements, statements of work and service level agreements (SLAs and KPIs) New PS business development of technical services/solutions with and without new license sales PROFESSIONAL EXPERIENCE Antenna Software - Volantis New Jersey USA and UK Bothell WA -2009 to Present

Director - Professional Services Americas


Leadership for professional services projects for delivery of customized mobile internet technology projects for mobilization of web content, user interface development, and backend system integration for major wireless carriers and enterprise customers P&L management of ~$3 Million in annual revenue Manage customer relationship, project management, custom code development, integration of third party components, QA testing, implementation, 24x7 operational support, and SLAs Joint business development with Sales to support license sales and PS technical/solution services Manage PS commercial agreements, PS estimates, pricing, F2F customer presentations & SOWs Leadership, development and hiring of a local team of Solution Architects, Sr. Consultants, Software Developers, Project Managers, QA Engineers and System Engineers with an off short matrix team of software engineers in Poland/India Black Bow Professional Services Consulting - 2008 to 2009 Global Independent Consulting Engagements: Recruited to manage a critical deployment project supporting a complex data proxy solution at a wireless carrier in Paris, France Recruited to develop and manage a technical services proposal covering a multi-million dollar complex wireless data product/services hosted solution in South Africa and Ghana Project manager for a critical launch of a SaaS wireless data advertising solution with AT&T Wireless

Robert Groom
OPENWAVE SYSTEMS, Redwood City, CA - 2002 - 2008 Director - Professional Services Support Solutions

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Responsible for a development of a highly visible managed services practice that covered a broad range of technical support service offerings. P&L performance, value propositions, deal structure, contractual and service level agreements, and professional services delivery. Developed managed support services business practice from startup to more than $42M in bookings and $28M in revenue within 2 years Earned recognition as top support services Solutions Director in company for 2005 and 2006 by surpassing growth and profitability expectations with newly established global Managed Services practice Spearheaded negotiations and acquisition of multi-year engagements with 4 major North American, 2 EMEA and 2 ASIA Pacific carriers by leveraging outsourced and hosting managed services support as a value added service Developed a governance oversight process to manage customer relationships, communications, expectations and results while reporting against business KPIs and SLA commitments Won professional service agreements at 150% of quota in consecutive years with tier 1 carriers Instrumental in developing a SaaS service offering Developed a joint venture partnership relationship with a South African business to distribute combined product solutions in a hosted delivery model for Africa and Middle East O2 PLC WIRELESS (formerly BT GENIE) London, UK - 2001 - 2002 Vice President - Global Platform Engineering & Operations Recruited to provide leadership to a 130+ team of engineering and operational support professionals supporting Managed Services wireless data service delivery platforms for $500M+ European wireless operators that provided services to UK and Europe. Responsibilities included 24X7 data center (2) management, strategic planning, supplier resource management, $38M OPEX/CAPEX budget management, Systems Engineering and deployment, technical support and performance management. Provided leadership for engineering, deployment and operations of a complex wireless data infrastructure in a high growth business environment based upon a SaaS business model Developed centralized technical support organization to support managed services customers throughout Europe Managed all data center technology, OSS/BSS systems, upgrades, release planning, customer support, incidents, escalations and new service implementations Saved $12M in network costs, decreased churn, and increased ARPU by reconfiguring interconnection architecture and lowering response time between Genie WAP server home page and customer handset from 30 to 6 seconds Improved platform operational performance from 94% availability to +99.99% by integrating and improving basic process discipline, release management, resource management and innovative automated technology Developed a cost reduction strategy and operational run model to restructure, de-fragment, right size and outsource engineering and service delivery functions to 3rd party service delivery organization Reduced overall operating expenses 30% by assuming resource/supplier management role and negotiating new contracts with 3rd parties

Robert Groom
SPRINT PCS, Kansas City, MO - 1997 - 2001 Vice President Network Support Services

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Led centralized network management operations for nationwide CDMA wireless network centralized operations services. Led a team of 400+ with a departmental budget of $165M responsible for 24X7 data center infrastructure service operations, vendor relations, 1st and 2nd level technical operational support for switching, intelligent network, transport and cell RF maintenance, E911, operations planning, new product insertions, OSS/BSS, wireless data, billing mediation, subscriber problem management, continuous process improvements, strategic planning and performance analysis. Led cultural shift, developing continuous process improvement initiatives and integrating technical support process discipline to raise service delivery standards, all during time of ten-fold growth in subscribers and network capacity Provided leadership to cross functional teams responsible for deployment of capacity augmentations, standardization of service support operations, launching of new markets and new services Achieved intelligent network operational availability at 100%, network service platform elements at 99.997% availability and wireless data and OSS service platforms at 99.99% availability. Sustained consistent staffing levels with 177% increase in operational platform elements, resulting in improved efficiencies and cost control Directed US wide Business Continuity and Disaster Recovery central operations for network services during hurricanes, major storms, tornadoes and floods CAREER NOTES - Previously held technical positions with: IRIDIUM LLC, Washington D.C. - 1994 - 1997 Senior Director Network Systems and Operations Planning - Charged to ensure network operational readiness for launch of Iridium Communications Global Mobile Satellite System. SPRINT, Kansas City - 1984 - 1994 Director - Network Service Assurance Systems Development - Responsible for conceptualizing, planning and developing telecommunications IT network management support systems for the core Sprint network. Lead a team of approximately 150. Senior Manager - Support Systems Engineering - Responsible for implementation engineering and project management of network systems infrastructure capital projects in support of the Sprint LD network. Managed a team of 15 infrastructure engineers. Manager National Technical Assistance Center - Responsible for the managing second level technical service support for the Sprint domestic and international gateway switched voice network. Managed a team of 20 - 2nd level technical support resources. EDUCATION Baker University, Baldwin City, KS Bachelor of Business Administration GPA 3.94 - Magna-Cum-Laude 1993 Post Graduate Studies towards MBA - 1994 CONTINUING EDUCATION & PROFESSIONAL DEVELOPMENT Villanova University University Alliance Six Sigma Green Belt Information Technology - 2008 Lean Six Sigma - 2009 Six Sigma Black Belt - 2009 Masters Certificate in Six Sigma Information Technology - 2009 USA Resident - Canadian born naturalized US citizen available for work in Canada or the USA. Open to relocation.

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