TERRY HARTSFIELD th6fb32a@westpost.

net
San Jose, CA (408) 621-0110
VP a" Global Customer Service Operations
Full P&L / Large Scale Deployment & Networks / Technical Assistance / Professi
onal Services
Mobile Platforms & Computing / Call Centers / Client Services / Business Develop
ment / Startups
A high energy, technology focused services leader, who directed hi-value and hig
hly available solutions for multiple lines of business and turned losses into pr
ofits spanning startups to Fortune 250 enterprises. Skillful practitioner in tri
als, deployment and world class technical service to maximize revenue, customer
satisfaction and loyalty.
a Directed P&L of $85M rev, $47M exp, 350 global team of all services and sustai
ned 45%+ margins
a Catapulted service revenue from $300K to $6.8M by creation of tailored service
products.
a Created Professional Services and a Maintenance Services product portfolio wit
h 100% take rate.
a Developed and executed world class Customer Loyalty and Satisfaction initiativ
e earning rating ~90%.
Recognized as a passionate dynamic leader and change agent, who builds and motiv
ates hi-performance teams to achieve operational excellence. A critical strategi
c thinker that collaborates yet avoids excessive analysis in order to take timel
y, astute decisions. Strong, effective and articulate communicator at all intern
al and external levels.
Selected Achievements
Achieved service excellence. InnoPathas customer operations were inflexible and
failed to support Tier 1 mobile operators or cell phone manufacturers. Implement
ed monitoring, established SLAs, delivered 24x7 availability, and directed 5 qua
lity large scale deployments. Generated $5.5M incremental revenue for integratio
n services.
Developed compelling mobile platform services. InnoPath lacked services and solu
tions to meet the requirements of their mobile platform providers. Designed a po
rtfolio of services and solutions which were sold to Tier 1 providers such as LG
, Nokia, and Motorola generating $10M+ in revenue over span of contracts.
Built scalable service and support infrastructure. ShoreTel was at a disadvantag
e due to no service infrastructure. Designed/improved service cycle time 15%, sa
ving $260K. Managed 100% increase in call volume, cut caseload ~58% and directed
~45 deployments a year, earning 90%+ customer and reseller satisfaction ratings
.
Created new service business model. NETas customer global support requirements h
ad changed, service functions werenat optimized, and customer-facing engineering
resources lacked integration. Designed a new model increasing service contribu
tion margins 16% with 2% product revenue growth and Asia Pacific revenue >150%
.
Established strong lean quality practices. Challenged to improve NetFRAME custo
mer satisfaction and product quality. Managed ISO program, implemented quality p
rocesses, metrics and customer satisfaction surveys. Improved customer wait time
s >three minutes, maximum wait times ~12 minutes and abandoned rates ~5%.
Professional Experience
President - The Hartsfield Company, San Jose, CA 1999 a" 20
00; 2009 a" Present
Customer Operations, Support, and Engineering consulting firm. Provided rapid re
solution to support problems that drive complaints, cause ineffectiveness and in
variably reduce margins.
a Increased call efficiency, reduced hold time and improved first call resolutio
n by delivering the first certified Smart and FeaturePhone to a Tier 1 carrier,
saving millions of dollars. (InnoPath)
a Supported Tier 1 mobile computing platform launch by managing regression testi
ng of 35 devices. (InnoPath)
a Led improvement of service cycle time by 15%, generating $260K cost savings th
rough design and implementation of lean process improvement and Best Practices.
(Subcontractor to PRTM AristaSoft)
a Improved customer satisfaction 10 points and improved call flows. (Subcontract
or to PRTM AristaSoft)

VP Global Customer Operations - InnoPath Software, Sunnyvale, CA 2006

a" 2009
$40M MDM market leader; clients: Verizon, AT&T, TTSL, China Unicom, Sprint, LG,
Samsung, Nokia, Motorola.
Established teams, processes, and disciplines to improve the delivery and profit
ability of client and server products. Structured and directed teams spanning 24
/7 Technical Assistance/Call Center, customer service engineering, mobile device
engineering, server deployment, porting/integration services, verification/inte
roperability testing, project management, QA, and technical publications. Dramat
ically improved communications at all levels.
a Implemented groundbreaking end-to-end system for Tier 1 mobile operators in US
, Japan, India, and China by directing the testing, deployment, and support of l
arge scale highly available client server systems.
a Increased customer-facing engineering capabilities, creating Customer Service,
OEM and Client Engineering teams. Built and staffed 24/7 Technical Assistance/C
all Center to support mobile operators across the globe.
a Established world class deployment practices, improved product quality, and au
tomated mobile platform testing, reducing testing time-to-market by 50%.
a Took mobile device porting and testing from strategy to reality, creating Port
to Production value added services; sold $7M year 1.
a Developed and delivered multiple Professional Services statements of work that
generated $5.5M in revenue.

Vice President Customer Advocacy - ShoreTel, Inc., Sunnyvale, CA 2000

a" 2006
$140M provider of Pure IP unified communications systems: Clients: Hitachi, Via
com, Fiat, Sysco Foods, & CNET.
Structured and delivered process improvement, customer satisfaction, cost contai
nment, and sustainable growth initiatives. Directed $1.1M in technology impleme
ntations, including CRM, trouble ticketing, and Web self-help. Managed $6M P&L a
nd team of 25 in Technical Assistance Center, customer service engineering, educ
ational services, product readiness, service systems, product quality, business
systems, and services architecture.
a Created Professional Services and a Maintenance Services product portfolio wit
h 100% take rate.
a Catapulted service revenue from $300K to $6.8M by creation of tailored Mainten
ance and Service products.
a Managed doubling (100%) of call volume while growing Technical Assistance Cent
er team by only 40%.
a Maintained consistent satisfaction ratings of ~90%, reinforced by comprehensiv
e robust corrective actions.

Vice President Customer Service - NET (Network Equipment Technologies), Fremont,

CA 1997 a" 1999
$350M provider of multi-service wide area network (WAN) equipment for Tier 1 car
riers: clients: AT&T, MCI, WorldCom, BT French Telecom, and BT.
Recruited to turn around customer service, increase profitability, sustain 45% m
argins, and contain costs. Directed $85M ISO-compliant global team of 350 people
in product support, staff engineering, product marketing, service materials, ed
ucation, IT, business development, field service, professional services, logisti
cs, and TAC.
a Grew contribution margins by 16% during a time of 2% revenue growth; sustainin
g gross margins of ~50%.
a Strengthened service delivery by establishing virtual support teams in EMEA, A
sia, and the Americas.
a Created Professional Services, earning $5M revenue; built Electronic Support C
enter, servicing 2000 clients.
a Created end-to-end focus to develop, test, introduce, and deploy new products
and technologies.
Vice President Customer Satisfaction & Chief Quality Officer a" NetFRAME Systems
. Milpitas, CA 1995 a" 1997
$100M provider of high-end NetWare and NT servers selling to Fortune 500. Acquir
ed by Micron in 1997.
Prompted turnaround effort, directing $12M (40% gross margin/15% operating margi
n) managed global staff of 60 (including engineering, marketing, logistics, prof
essional services, pre- and post-sales systems engineers, call centers and quali
ty). Focused on continuous process improvements, partnership expansion (curtaili
ng $2M in costs), and piloting ISO-compliance program.
a Reignited service and quality, constructing highly effective teams and driving
major improvements in overall morale and employee retention. Introduced new pro
ducts, implemented Clarify (CRM-system), and orchestrated total reengineering an
d upgrade of core business processes.
a Rekindled service from (-$2M) to $250K profit in 2 years. Grew revenue 35%, an
d launched Professional Services. Spurred $1.5M incremental revenue from 3 new p
roducts - at 60% margins in single product line.
a Reduced product defects by 50% via root cause program and improved quality mea
surement efforts.
a Increased companyas marketability through sale of Service Business, preceding
acquisition.
Prior Experience
Micron NetFRAME Systems, VP Customer Service & Chief Quality Officer, Nova Contr
ols, Chief Executive Officer, Sun Microsystems Director F&A Customer Service, Di
rector Process Management.
Education
BS, Accounting, Northeastern University, Boston, MA
Additional coursework at Harvard, Wharton and Carnegie-Mellon