Pete is a seasoned technology professional with over 20 years’ broad IT experience with particular expertise in call center, end user services and communications technologies. He is skilled at identifying operational challenges and their underlying causes; developing creative solutions to drive objectives across traditional business and operational boundaries; establishing change management programs, including measuring adoption and compliance. He is equally successful in large, emerging, or transitional organizations.
Pete has specific expertise in customer operations, end-user services, IT outsourcing, VoIP, unified communications, and collaboration technologies, and in creating environments required to achieve a productive user experience. With expertise in policy and process development, vendor management, systems development, and systems integration, he approaches technology decisions with end-user functionality and overall cost as the leading drivers when making decisions.
As VP of Customer Operations at Terrestar Networks, a national provider of voice, data, and network services, integrating satellite, wireless, and wireline networks, Pete built the Customer Operations organization. He created processes and developed systems to provision and support end-users and channel partners. He led the budgeting process to launch their satellite, build their hybrid mobile handset, and build a terrestrial wireless network. He was responsible for the development and management of configure/quote/pricing processes, as well as the activation, change, and disconnect processes for end-user services. He established requirements for 3rd-party logistics providers for forward & reverse logistics. He also negotiated network equipment and professional services agreements for wireless network deployment.
At Affiliated Computer Services (ACS), an international management consulting, professional service and IT and functional outsourcing services provider, Pete managed the operations component of the application outsourcing business unit. He led a team of project managers for customer implementation, training and end-user support. He was responsible for plan-to-actual implementation reporting and achieved 90% on time/on budget execution. He collaborated with sales teams to scope requested services, plus provided resource and timeline requirements. Through the management of the service renewal process, Pete also identified new business opportunities within the installed base.
As VP of Service Delivery at Apptix, an international provider of cloud-based communications, collaboration, security and infrastructure services, Pete managed engineering, operations, customer care, data center and applications management staffs. He developed long-term release planning and structured change management processes. He established a working lab at Microsoft to enable collaboration on pre-release products. He was responsible for initiating Tier II wholesale and private label support infrastructure for channel partners. He successfully negotiated favorable data center contracts for collocation, power, and network access. By hardening overall options, Pete enabled Apptix to start acquiring competitors and integrating them.
At Valor Telecom, Pete managed internal data centers, networks, desktop services and help desk for internal customers. He managed 3rd-party OSS provider for core telecom functions: order management, provisioning, and billing. He effectively executed desktop refresh for ~500 employees: desktop and laptop computers, MS Office, telephony apps. He led building a Customer Care Center in northern New Mexico, which included connectivity, desktop services and training for new staff.Pete has a BS from George Mason University.