Randy Call

Burnet, TX 512-525-0921 randydcall@gmail.com linkedin.com/in/callrandy

Senior Program/Project Manager

Senior Program Manager with 30+ years experience in IT and Support Services leading teams of 10 - 250
staff members. Over 7 years of full life-cycle project and program management work enabling new product
delivery and process improvement through simplification and standardization. Delivered best in class
technical support through cross functional team collaboration including training development and delivery.
Contract negotiation execution through partner management program. A problem solving self-starter and
motivator that is excellent at executive presentations and communication. Works well within a team
environment or as an individual contributor within large enterprise organizations. Key skills include:

Program/Project Management Customer Service and Support Employee Training/Coaching
Services Development Customer Relationship Management Contract Management
Change Management Employee Recruiting Continuing Process Improvement

Career Highlights

Served as project lead for improved escalation management tool. Simplified tracking and process for
10,000 users. Eliminated inconsistencies and increased customer satisfaction resulting in an 80% reduction
in escalations annually. (Dell, Senior Manager, Global Partner Relations Office)

Transformed training department into learning and development organization. Balanced budget
needs with departmental dependencies. Expanded e-learning capabilities supporting over 15,000 support
personnel. (Dell, Senior Manager, Global Learning & Development)

Delivered best in class technical support. Oversaw and directed the 250 employee organization driving
strategy, managing the $12 million annual budget and reporting on key performance indicators for continuous
improvement of processes to run the business. (Dell, Senior Manager, Americas Client Expert Center)

Work Experience

Dell, Inc., Round Rock, TX (1998-2014)
Dell Services Senior Program Consultant (2010-2014)
Senior Manager accountable for leading a 20+ member global team driving new services program
development, deployment and sustaining execution throughout the full life-cycle of the projects.

Improved services product development and execution. Developed and presented weekly scorecard to
executives regarding current phase and overall program status. Coordinated deliverables of three
separate services organizations to ensure global consistency regarding new product phase activities for
Dell Services.
Led program to create a forum for organizational collaboration relative to new product and sustaining
training. Enlisted resources from four separate learning and development organizations. Eliminated
redundant content development and delivery challenges reducing the time to deliver services training
globally.
Managed Transformation project in support services. Represented organization in moving from
commodities based support to solutions support. Facilitated the development and implementation plan
for change projecting overall impact to stakeholder and customer experience.

Senior Manager, Global Partner Relations Office (2008-2010)
Senior Manager accountable for 125 partner relationships, defining and coordinating contracts and
collaborative agreements to support Dell services organizations worldwide.

Headed team strategic direction and tactical execution relative to partner programs. Improved process
for new partner and contract negotiation resulting in 400K of cost savings and restored confidence in
partner management organization.
Developed Global standards. Facilitated the identification of inconsistencies within the team. Gained
consensus with team, leadership, external and internal stakeholders for acceptance.

Senior Manager, Global Learning and Development (2006-2008)
Senior Manager accountable for management, operations and resources for the Americas Learning and
Development organization.

Facilitated the development and delivery of Dells ProSupport training. Coordinated with the Global
project management leads to insure global consistency for the rollout to the support teams worldwide.
Increased organizational awareness. Collaborated with stakeholders to continually address departmental
training needs sharing best practices and eliminated redundancy.

Senior Manager, Enterprise Services Quality (2004-2006)
Senior Program Manager accountable for identifying systemic services quality issues that impact Dells
customer experience for Enterprise products and services.

Provide quality improvement. Identified systemic product quality issues for 3 strategic programs.
Facilitated plan for 30% improvement goal. Developed accelerated communication and performance
metrics plan.
Delivered consistent cross-functional communication through scorecard reviews, organizational interlocks
and knowledge base updates.

Senior Manager, Americas Client Expert Center (2001-2004)
Senior Manager responsible for the development and delivery of Dells Gold Technical Support for the
Americas Client business.

Accountable for a $12 million a year budget required to run the organization, the recruiting and
management of 250+ employees, assets and technologies. Reported KPIs to executives quarterly.
Led the development and implementation of Gold Technical Support for Canada and Latin America sharing
best practices with EMEA to implement in that region.

Area Manager/Manager, Commercial Technical Support (1998-2001)
Responsible for the delivery of technical support for Business Desktop, Premier Access, and Custom Support
Queues in the Americas.

Accountable for the management and recruiting of 150 employees. Presented Quarterly and Yearly
Operational results at the Sr. VP level providing updates on key performance indicators.
Designed improved incident tracking tool. Coordinated and facilitated implementation within the technical
support organizations. Performed improvements to program through leadership collaboration.

Additional Work Experience

AST Computer, Ft. Worth, TX
Services Account Manager

The Q Group, FT. Worth, TX
Customer Relationship Supervisor

Lanier Business Systems/Syntrex, FT. Worth, TX
Senior Field Engineer

EXXON OfficeSystems, Lubbock, TX
Technical Supervisor

Education & Training

MBA - American Intercontinental University

BBA - American Intercontinental University
ITIL v.3 foundations training - Dell PMP Training - The Knowledge Academy
Zenger Miller Frontline Leadership Certification BPI Business Process Improvement
ICMI Incoming Call Center Management Adv Cert 7 Habits of Highly Effective People Certification