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tgreges@verizon.net https://www.linkedin.com/in/tgreges/


With a background as a Senior Field Service Systems Technician, I am an innovative and energetic organizational leader, with
broad strategic experience in Technology Solutions, Logistics, Professional and Customer Services. My background spans the
service operations management & delivery spectrum, and has brought success in leading, developing, and managing Field
Services Operations across varied product lines, industries, customers and geography.

 Contract Negotiations & KPI management  Services Sales

 Strategic and Operational Planning  Alliance - 3rd Party Procurement & Management
 Armored, CIT, Vault Ops  Escalation & Contingency Planning
 Process Development and Improvement  Virtual team Leadership (nationwide)
 Project and Program Management  Service & Consulting leadership
 Electrical & Ventilation configuration  Cross-Functional Team Leadership
 Fleet and Facility Management  Safety and Compliance
 Employee Coaching, Productivity &  Budgeting and Financial Accountability
Morale  Metrics Driven Leadership
 Technical Support

 Improved Key Customer SLA from 50% average to 95% through strategic prioritization and Technical Support scheduling
 Rapid Formation and turnaround of National, PM-Deployment & Network Technology organization in 7 months by
achieving 25% revenue growth, 30% margin swing ( -22% to +8%) with 50% funnel growth year over year
 Drove major customer ATM deployment improvement from 75% to 98% completion rates, and 95% without delay in 4
 Developed/Co-developed Business Unit practices, pricing models, delivery processes and demand creation initiatives,
through 15 years of increasing management responsibility/roles at NCR corporation
 Drove Service Center performance to goal for KPI metrics within 8 months, while driving performance related promotions
for 50% of field workforce
 Won and executed contract with Financial Institution’s Private Client, for their 24 country-office network bring lives
through the formation of an international team of Microsoft Certified SE's from 5 countries, per client schedule.
 Looked to for Organizational Turnaround leadership Throughout 20+ years of Management experience


District Service Manager Sep 2015 – Sep 2016
NY Tristate District
 Responsible for the Reconstruction of the NY/NNJ/CT Service organization, resulting from the Acquisition of Pendum
LLC by Burroughs Inc
 Responsible for service delivery in said District through what eventually was built up to be a team consisting of two
Assistant District Manager, $ technical Leads and 50 Field technicians
 Increased Delivery fidelity to Major FI customers, through the identification of manpower needs and the subsequent
growth and training of staff required to deliver our contractual obligation in Connecticut and Western Massachusetts
 Increased Delivery fidelity to Nationwide Accounts and other NYC metro area customers, through the identification of
manpower needs and the subsequent growth and training of staff required to deliver our contractual obligations
 On-boarded, staffed for and supplied services to Wincor for their NYC Metro customer base
 Restructured District Service areas to reduce extensive travel, decrease overtime and improve SLA achievement through
tighter geographic tech assignments
 Improved Key Customer SLA from 50% average to 95% through strategic prioritization
 Increase technician productivity through identification of waste and distribution of Best Practices to the field
tgreges@verizon.net https://www.linkedin.com/in/tgreges/


Division Manager - Cary Insulation June 2014 –August 2015
Responsible for one of 190 Divisions in the MascoCS National Group.
Managed Division Sales and Services of Insulation installation services for the NYC Metro area’s regional Developers, Contractors
and Homeowners, through the oversight of 4 Sales Consultants, two Production Manager, 35 Installation specialist, 5 administrative
staff & warehouse personnel

PENDUM LLC 2011 – 2014

District Service Manager II- 4/2012 – 5/2014
Northeast U.S. (NY-ME)
 Increased Delivery fidelity to State Employees Credit Union earning Sales opportunity for the FI’s going forward function
spend and assumption of services for off-site location form Diebold
 Reestablished Service relationship with Rockland Savings Bank contributing to fleet full function replacement by Pendum
and managing through the customer 90 unit HW & SW upgrade to Windows 7, in time and within budget
 Reduced Central Massachusetts Overtime and additional pay costs with flex hour shifting

District Service Manager – I 5/2011-4/2012

New York - Connecticut
With the Sale of Armored Services to Loomis, assumed the management role for Installation & Maintenance delivery
for New York and Connecticut.
 Reduced LI NYC Overtime and Additional pay by 20% in first month (fourth overall)
 Oversaw the consolidation, return and reconciliation of Property keys for all Citizens Bank locations resulting in the
aversion of $65,000 of potential “re-keying” costs.
 Oversaw the elimination and consolidation of New York State parts depots, reducing on hand inventory costs and
increasing parts fidelity regarding first-time fix
 Decreased parts unavailability issues for Union Savings Bank from 11 occurrences in 12 months to 1 in 6 months,
regaining account confidence and resulting in additional Full Function unit spend.

Operations Center Manager 1/2011 – 5/2011

Responsible for the turn around growth and operations of ATM CIT and Service branches in the New York City
Metropolitan Area through direct report supervisors, overseeing 5 vault, 6 Technical and 26 Armored route resources.
 In three months, reduced overtime and additional pays by 20%
 Moved the NYC division from one of 7 major service “Pain Points” for the Cardtronics National Account, to one of the 4
“Bright Spots” in the Customers ranking of all Vendors
 Reduced In field Inventory on Hand by $40,000 (35%) while increasing on hand availability of strategic parts


General Manager, Installation and Support Operations, NYC 2009– 2010
 Services & Facility Operations, for premier Northeast US location/hub, covering logistics, inventory, warehouse, sub-
contractor and Customer Services operations with Delivery to 200-300 customers daily.
 Oversight/ leadership of 7 Field managers, 70 Satellite technicians, 5 warehouse operations staff, 4 Quality Assurance
Specialist, Admin, recruiting, training & HR.
 Accountable for Operational, Financial and Customer Sat goals and metrics including a $12M cost budget.
 Standardized daily operational tracking and drove Lean initiatives promoting efficiency and productivity.
 Drove Service Center performance to goal for KPI metrics within 8 months, while driving performance related promotions
for 50% of field workforce
tgreges@verizon.net https://www.linkedin.com/in/tgreges/

Attained / promoted to progressively higher Service Delivery Leadership positions of greater impact and

National Director, Deployment & Technology Services (Canada LTD.) 2007 - 2008
 Tasked to merge 5 separate support teams into a single cohesive National Deployment Organization sized to bring it out of
negative margin territory
 Identified gaps/faults in Financial Plan resulting in increase of revenue outlook by $1M (25%) while reversing margin
leakage trend to result in 30% positive margin swing.
 Reduced cost by $1M through renegotiation, expense governance and staffing & process restructure
 Standardized use of tools.
 Created Project field manpower forecast tool, for requirements up to 12 months forward.
 Selected trained and assigned Engagement Managers to vertical sales team business.
 Created project profitability quotation tool for margin assurance (30-40% margin).
 Implemented Use of application tools for organizational & project communications and archiving.
 Outlook Fidelity – created Canadian consolidated outlook Application.
 Built high confidence funnel & cost model to promote 50% revenue growth at 33 percent margin.

National ATM-Deployment Partner (PM & Implementation), US Area 2004 – 2006

 Formulated a blended, lower cost resource model, thus increasing Service capture rates on HW Sales
 Oversaw and grew US Navy technology deployment program revenues by $300K (30%)
 Doubled Project & Implementation revenues year over year Achieved 118% Team Billable productivity
 Exceeded $3M Direct Team Revenue Objective by 44% while maintaining targeted Margin percentage objective (40%
increase in margin dollars)
 Decreased lead time of order to fulfillment on Nationwide Level from inherited 180+ days, to under 90 days
 Insured compliant PMO program guidelines – (Sarbanes-Oxley).
 High Impact Project reporting and governance for Central Majors and 4-6 National Accounts regions.
 Led WCS/PS engagement for 6000 unit upgrade of Cardtronics NCR ATM unit base.
 Process/Project creation:
 Identified and created business case achieving Executive approval to incorporate use of memory stick technology
as a standard CE tool
 Co-Developed: PM pricing model for Deposit Automation first deployment program; Order Management
productivity and profitability program; Transition and training plans for movement of National Accounts
coordination responsibilities to the Order Management model.
 Created proactive approach to awareness of order and implementation volumes, to provide Worldwide Customer
Services with visibility to implementation demand 3-6 months out.
 Reorganized IC Sales coverage model, while improving CS resource scheduling efficiency.

 Previous NCR Leadership Rolls & Responsibilities

PS Partner (PM and Consulting) Central US
PS Partner Systems Implementation East US
Business Development Mgr. US Financial Services
Transaction Services Practice Partner, NY Metro Area
Field Service District Mgr. Manhattan EDP-
Large Systems Sr. Field Technician, Manhattan,
tgreges@verizon.net https://www.linkedin.com/in/tgreges/


Electronics Technology Certification Programming & Systems Institute

Lean Six Sigma Certificate Villanova University Online

Development (Corporate product, management and development training programs)

 Sales Management for Growth & Global Opportunity Management
 Technology Services Deployment Certification
 ATM Security & Fraud Certification
 Revenue Recognition Compliance (Sarbanes-Oxley)
 Global Procurement Certification
 Sarbanes Oxley Compliance (annual)
 Osha reporting and compliance standards