LARRY HAND

1415 Bookhout Drive

Cumming, Georgia 30041
678.648.6240
lheec0ac@westpost.net
Service Manager, Project Manager, Director, Technical Account Manager, Engagemen
t Manager
Results-driven and client-focused professional providing over 20 years of servic
e and operations management success on international scale. Resourceful team pla
yer offering diversified experience within telecommunications industry, spanning
client relationship management, SLA management, provisioning, and sales support
.
Possess record of delivering services for global enterprise accounts, improving
processes and procedures, building relationships, and resolving conflict. Custom
er-centric project manager capable of executing complex initiatives within stric
t time and budget requirements. Thrive and lead in high-growth, dynamic environm
ents. Hold Prince2 Foundations and ITIL Foundation certifications; PMP pending.
Expertise:
International Business, Process Improvement, Risk Mitigation, Change Management,
Contract Negotiations, Relationship Development, Project & Program Management,
Profit & Loss, Customer Service, Client Relations, Vendor Management, Requiremen
ts Definition, Consulting, Operations Management, Team Leadership, Technical Acc
ount Management
CAREER PROFILE
VODAFONE GLOBAL ENTERPRISE [Alpharetta, Georgia] 2007-2010
Part of Vodafone Group, dedicated to simplifying management of global communicat
ions for worldas largest multi-national companies.
Global Service Manager
Administered global customer service relationship for several multi-national cus
tomer accounts across corporate operating companies, partners, and affiliates. C
ontrolled service fulfillment terms and conditions in contracts. Managed various
organizations across diverse cultures as well as product portfolio presentation
s at all levels. Conducted service department reviews with improvement plans and
KPI reporting. Performed business requirements analysis, providing results and
recommendations for process improvements. Collaborated with account teams to pro
vide direction on service relationship for assigned accounts. Cultivated strong
service alliances with customers to ensure maximum financial return. Performed p
roject management functions. Controlled service delivery-related content within
proposals.
- Achieved revenue retention and drove $30M, 4-year contract by enabling resolut
ion of service issues.
- Improved service for customers and placed Vodafone in apreferred carriera stat
us through initiating global in-country service satisfaction surveys.
- Maintained high customer satisfaction survey scores on managed accounts.
- Built and launched customer-specific service model, including KPIs, which reso
lved customeras complaint regarding management of service outages. Initiated str
eamlined approach to handling service outages and process improvement.
- Directed strategic service management of several accounts and delivery of prof
itable, long-term business of those accounts to Vodafone, valued at more than $1
00M in annual revenue.
CONVERGENZ, LLC [McLean, Virginia; Norcross, Georgia] 2006-2007
Professional services firm specializing in permanent placement consulting, contr
act recruiting, and executive service staffing.
Program Manager
Contracted to work with Sprint-Nextel in project management role, overseeing wir
eless infrastructure upgrades across southeast US. Led risk mitigation and logis
tics support functions. Partnered with Sprint-Nextel teams to schedule, test, an
d verify operations of radio transceivers.
Facilitated and chaired weekly meetings with operations teams as well as monthly
stakeholder meetings to provide project status. Created and distributed project
reports.
- Minimized stakeholder involvement with timely and thorough project reporting,
allowing them to better manage their time and free up resources to support other
projects.
- Managed large-scale projects within strict time and budget requirements.
COMMUNICATION CABLING & TECHNOLOGY CORP. [Fairfax, Virginia] 2002-2006
Provider of nationwide outsourcing solutions.
Manager- Customer Engagements and Program Management
Directed operations department. Guided team of project managers and contract tec
hnicians charged with various aspects of desktop and IT support. Oversaw vendor
management, vendor pricing, project plans, RFP responses, project costs, and bus
iness requirements definition. Developed, deployed, and managed internal process
es and procedures focused on optimizing operations and customer care. Analyzed a
nd fine-tuned call center processes as needed to enhance project performance. Fu
nctioned as liaison between company and clients for all operations activities. D
eveloped and implemented performance planning.
- Boosted profits, increased customer satisfaction, and streamlined processes by
guiding team through process reengineering effort to reduce cost and cycle time
on customer projects.
- Deployed project management methodology across multiple project teams, includi
ng standardized processes and forms for initiating, coordinating, controlling, e
xecuting, and closing all project phases.
- Performed adeep divesa with project managers to conduct in-depth analysis of l
abor, parts and materials, and travel costs.
CABLE & WIRELESS [Vienna, Virginia; London, England] 1999-2002
One of worldas leading critical communication companies.
Manager, Global Service Delivery
Led global team of service delivery managers charged with project management, im
plementation, and oversight of external clientas global telecommunications netwo
rk. Launched and improved dedicated client call center. Ensured adherence to pro
ject milestones. Directed team in determining call center operating processes. D
efined business requirements, devised project plans, and performed ongoing proce
ss flow analysis. Managed teams in negotiating and implementing call center serv
ice level agreements.
- Spearheaded implementation of global telecommunications network consisting of
33-site ATM network, 70-site WAN, and 138-site voice network.
- Launched global procedures and preventive measures to prepare for potential ne
twork issues.
- Secured alliances and communication paths with customers.
ADDITIONAL POSITIONS
SYSTEMS & COMMUNICATIONS TECHNOLOGY CORPORATION
Senior Advisory Consultant
SPRINT COMMUNICATIONS CORPORATION
Manager of Performance & Processes
Global Provisioning Manager
Service Delivery Manager