FRAN SOUVA

303-589-3522
fsb6dbe2@westpost.net
Accomplished global service delivery program manager with extensive experience i
n leading successful
Service teams in diversified domestic and international venues. Strong expertise
in worldwide program
Management and implementation of customer services for customized IT data center
s and end-user service
products for computer manufacturers and service delivery organizations. Expertis
e includes:
* Overachievement of goals * Excellent leadership * Strategic Account Management
* Quality assurance * Dynamic interpersonal style * Data Center Services design
* Service operations excellence * Excellent communicator * Effective problem sol
ving skills
* Global program design and
execution
* Technical hiring, managing and
mentoring skills
* World wide proposal development
Experience:
TARGETED CUSTOMER SOLUTIONS, Inc. 2002 - Present
Executive Program Management Consultant Lafayette, CO (2002 Present)
Self employed specializing in program management consulting diversified, custome
r-centric enterprises that
require unique services focused on reliability, availability and serviceability.
Planned, developed and implemented the OTES Consulting call management systems
in North America,
which improved the clients agent utilization by 27%.
Obtained Colorado Producer license for accident, health and life insurance to s
upport client process
improvement program.
Successful design and implementation of Customer Service focused solutions for
small Colorado based
enterprises that drove customer service improvements and internal operational ef
ficiencies.
Service Operations consulting and support for United Parcel Services [UPS] and
Retail Store Services.
SUN MICROSYTEMS, INC. ENTERPRISE SERVICES 1996 2001
Senior Program Manager Broomfield, CO (1998 2001)
Business Development Manager responsible for the design and implementation of pr
oactive and
customized service solutions for Suns top 50 strategic and global accounts.
Responsible for implementing cross functional, domestic and international servi
ce solutions to
strategic accounts including: AT&T, Nortel, Hotmail, E-Bay, E-Trade, Oracle, AOL
, Kodak, Xerox,
JP Morgan/Chase and others.
Selected by Corporate Services Director as lead customer advocate when enhanced
delivery was
required to resolve corporate relationship issues. Results of team lead activiti
es included:
Incremental sales resulting in four times the service expense within one year
Restored relationships with top accounts
Enhanced strategic partnership
Integrated emerging technologies, business needs, market trends, customer requi
rements, and
technology solutions into effective service delivery and future sales opportunit
ies.
Gained senior management and cross-functional approval for proactive and custom
ized service
solutions changing Suns delivery approach throughout the Americas, Asia, and Eur
ope.
Assisted in the development, documentation and budgeting of $4-6M for customize
d services and
solutions within Suns top 50 global service strategic accounts.
Co-developed a critical automated escalation management tool for senior Sun and
senior customer
management to communicate action plans in the event of down time resulting in ex
tended outages.
Fran Souva Page 2
Senior Program Manager Broomfield, CO (1997 1998)
Served as Services Strategic Account Executive and single point of contact for L
ucent Technologies (e.g.
AVAYA).
Increased systems availability and customer satisfaction within one year moving
Suns rating from a 4
to 7 on a scale of 10.
Doubled sales revenue through successful account management at the Corporate le
vel.
Senior Program Manager Menlo Park, CA (1996 1997)
Led eight program managers in Technical Services New Product Introductions.
Managed the definition and implementation of service offerings and field readin
ess to support all new Sun
hardware products worldwide.
Defined and implemented service delivery for more than 100 products. Implementa
tion included product
support, testing, training, spares, Beta support and back-line support integrati
on.
Integrated the service support infrastructure for one of Suns critical and stra
tegic acquisitions, which is
now responsible for Suns fault tolerant products in the TELCO industry.
DIGITAL EQUIPMENT CORPORATION 1966 1995 Various locations
Provided Global Multi-Vendor technical Services with multiple responsibilities i
n several disciplines and
business units.
Global Services Pricing Manager (1991 1995)
Managed the services pricing process in order to better understand worldwide imp
acts on services contribution
margin. Cut time for service quotes in half by localizing pricing process with t
he development and
implementation of pricing systems and tools. Managed cross functional business,
delivery and IT team to
create and deploy world wide, standardized tool and associated processes
Senior Program Manager, facilitating downsizing. (1988-1991)
Project Manager, redefined management structure of the service organization. (19
84-1988)
Field Service District Manager, Southern California Districts. (1981-1984)
Field Service Branch Manager, Southern California Districts. (1979-1981)
Senior Product Support Engineer, Southern California Districts. (1973-1978)
Worldwide Product Support and Design Engineer, Maynard, MA. (1970-1973)
Production and Design Engineer, Maynard, MA. (1966-1970)
Education:
Ongoing executive development curriculum throughout career at Digital Equipment
Corp and Sun
Microsystems Inc.
Ongoing technical courses throughout career at Digital Equipment Corp and Sun M
icrosystems Inc.
Certified Branch and District Manager for Service Delivery at Digital Equipment
Corp
 Broome County Community College, Binghamton, N.Y. 1966 A.A., Electrical Enginee
ring
Skilled in Microsoft Office, Star Office, and multiple project planning applica
tions.
Recognition:
Received Sun recognition award for product development, implementation and cust
omer satisfaction.
Over achieved all operational and revenue goals as Service Branch and District
Manager for all eligible years
at Digital Equipment Corporation.