Summary
Overview
Work History
Education
Skills
Skills
Interests
Additional Information
Timeline
Generic

Aaron Haynes

Delivery Excellence Manager
Sachse,Texas

Summary

A senior executive with over 28 years of experience in driving bottom-line results for some of the world's largest and most complex service organizations. A proven crisis-manger and turn-around expert. Driving shareholder value while improving the end customer experience.

Overview

34
34
years of professional experience
1
1
Language

Work History

Global Account Executive

Hewlett Packard Enterprise Services
01.2008 - Current
  • In this role, I have the responsibility for the financials and deliverables on the account in accordance with the customer contract, while providing leadership to my account team to insure that all of our short and long term goals are met.
  • I have spent most of this tenure in focusing on "RED" accounts which has Sr.
  • Executive visibility.
  • The following are accomplishments that I have made in order to turn these accounts around.
  • Established and led a combine team to restructure the customer contract, which included adjustments to HP's standard offerings as a beta pilot to align HP's offerings more to client needs.
  • Established an internal team to reduce the long delays in HP responding to Non-Standard Service Requests (NSSR's), which was a major client complaint.
  • Chaired the steering committee to reduce the server standup time from 6-8 weeks to 7 days.
  • Created Project and Program office with established process and procedures which met the client requirements and was a major point in turning one red account to green.
  • Established client executive team that met bi-annually for strategic goal setting, which fed into HP's 3 year process for updating SalesForce.com (SFDC).
  • Worked with the client to reengineer invoicing and payment process in order to clear 6 months back log of invoices ($8M) to less than 30 days from invoice to cash receipt meeting HP's corporate initiative to improve cash flow.
  • Created and led a biweekly consolidated HP business units meeting in order to provide one face and consolidated approach from HP to upsell add-on and new products to the client.

Hewlett Packard Services America
01.2006 - 01.2008
  • Role: Eastern Region, SMB, and Federal Delivery Director In this position, I had responsibility for managing the delivery and the delivery organization for a portfolio of fortune 500 accounts headquartered in the Eastern region of the US, Federal accounts, and small to medium business (SMB) accounts.
  • As well as managing the delivery, I also had financial responsibility for this portfolio of accounts from a cost perspective working very closely with the Regional account executive.
  • Activities: Established a cadence for Account Performance Assessments and when needed turn around plans for accounts that are not meeting contractual performance or goals.
  • Created a financial review cadence with the Account Executive to drive financial improvements on all accounts to achieve goals which the precursor to what is today called Account Life cycle Management (ALM).
  • Introduced and implemented the concept of leveraged delivery organization among "Castled" accounts.
  • Established an Account Delivery Management mentorship and training program.
  • Designed and implemented a change management process in cooperation with federal accounts which included notification and approval by the Joint Chiefs of Staff and the National Security Advisor.
  • Worked as Level 1 SOAR approver for delivery when sales engaged in pursuits Designed and implemented a change management process in cooperation with federal accounts which included notification and approval by the Joint Chiefs of Staff and the National Security Advisor.
  • Worked as Level 1 SOAR approver for delivery when sales engaged in pursuits.

Hewlett-Packard
01.2004 - 01.2006
  • Managed Services Delivery Americas Role: Cable, Media, Entertainment, & Telco Delivery Director Overall responsible for delivery of contracted ITO services for all Telco/Entertainment accounts within the HP portfolio in excess of $800M TCV within the Americas Region.
  • Other responsibilities include: Direct Personnel Responsible for 600+ employees and contractors and indirectly for 750+ Mentoring of Account Delivery Mangers New Business Pursuit activities Margin compliance and Forecasting Service Level Compliance Transformation Programs Initiating Service Improvement projects.

Hewlett-Packard
01.2002 - 01.2004
  • Managed Services Delivery Americas Role: Americas Regional Account Delivery Director Overall responsible for delivery of contracted Infrastructure services within multiple countries in the Americas region as part of the Ericsson global account.
  • The contracted services include Help Desk, Managed Workplace, Back Office Infrastructure, Procurement, LAN Communications, and Consulting.
  • The more specific areas of responsibility are: Management responsibility for 100+ employees throughout the region in multiple delivery locations Accountable for Budget and compliance Transformation Program Cost Savings programs Conducting Customer Governance meetings in regards to delivery Account Escalation Point for Delivery Issues.

Ericsson Inc
01.2000 - 01.2002
  • Stockholm Sweden Role: Global Support Services Product/Portfolio Director Global Support Services includes offerings that provide standard tools and services for providing IT Support to end-users.
  • These offerings include operational monitoring and support for all IT platforms and networks, a global help desk service and network which is based on a follow the sun concept, and User and Resource Administration that covers order of products and services from the global organization.
  • The product manager is responsible on a global basis for: Product/Services definitions, development and strategies leveraging SDLC process.
  • Performance against defined Service Level Descriptions Product Results (Revenues and expenses), business model and pricing Operating Budget 420 MSEK ($42M) Initiating and Sponsoring various projects.

Global Customer Support Center Manager

Ericsson Inc
01.1998 - 01.2000
  • A core project member of "Harvest" which is responsible for the out sourcing of some local support activities (Help Desk, On Site, and Hardware provisioning) to strategic partners.
  • Responsible for multiple Local Help Desk sites, Local Problem & Change Management, Methods and Tools, Customer Access, and Global Help Desk.
  • 218 employees) Consolidated 14 Local Help Desks into a single unit, improving efficiencies and cost.
  • Implemented a Global infrastructure for connecting local help desks to expert support using Remedy as the core tool, cost savings of approximately 600.000 SEK per site.
  • Achieved Highest Customer Satisfaction ratings in the department's history while remaining within Budgeted expenses.
  • Responsible for Operating Budget of 224MSEK ($28M) Instrumental on management team to improve revenues from -80MSEK (-$10M) for the 1st 6 months of 1999 to + 3MSEK (+$375K) for the last 6 months of 1999.

Regional Operations Manager

Ericsson, Inc
Richardson, Texas
01.1995 - 01.1998
  • Responsible for Infrastructure Support within the Richardson Area and Global Help Desk support for the Americas.
  • One of the original implementers of Ericsson U.S.
  • Data Services, to create one Local Support unit from a number of existing divisions.
  • One of three original product mangers in the product management program responsible for the Help Desk Product and was a product manager mentor in the 2nd phase of the program.
  • Improved Customer satisfaction ratings from 2.5 to 4.8 out of a possible 5 over a one year period.
  • Made a profit of 36MSEK ($4.5 Million) on sales of 168MSEK ($21 Million).
  • In carrying out Bench Mark Studies with Gartner group, Operations achieved a rating in the top .5% off all companies studied and was a participant in a Gartner White Paper on operational efficiency.
  • Designed and Implemented the Problem Management process that is the basis for the global problem management process used today.

Sr. Systems Programmer

Ericsson Inc
Richardson, Texas
01.1990 - 01.1995
  • Provided CICS, DB2, and MVS Support for domestic and international customer base.
  • Participated as a key member in migrating Data Center from Mexico City to Richardson, TX providing international mainframe support.
  • Designed and Implemented the Change Management Process that has been adapted and used globally, today by IT Services.

Education

Associate Degree - Computer Science

Dallas County Community College
1986

Ericsson International Management training program Completed Trainings: Situational Negotiation Skills (2000) Leadership, Management & Communication for PM (2003) Consulting Techniques Workshop Data Privacy SAP Boot Camp ITIL Process Management Lean White Belt -

Skills

Account Management, Application Development, approach, Budgeting, Budget, bi, Cable, cadence, cash flow, Change Management, CICS, com, Hardware, concept, Consulting, Contract Management, client, Customer Satisfaction, Delivery, English, financials, financial, Financial Management, Financial Planning, financial responsibility, Forecasting, goal setting, Help Desk support, Help Desk, Hewlett Packard, HP, Hewlett-Packard, DB2, MVS, invoicing, ISO, IT Support, ITIL, LAN, Leadership, Director, mainframe, People Management, managing, Management training, Mark, meetings, mentor, Mentoring, Access, Office, 2000, Negotiation, Enterprise, network, networks, Personnel, pricing, Process Management, Process Design and Management, Procurement, product manager, product management, profit, sales, SAP, SDLC, strategic, Strategic Planning, sun, Swedish, User Support

Skills

  • Hewlett Packard 2003 - Now
  • Account Management ITO, APPS
  • Hewlett-Packard Enterprise Services
  • Strengths
  • Infrastructure Management
  • People Management
  • Financial Management
  • Service Level Management
  • Global Operations and Delivery
  • Transition and Transformation
  • End User Support
  • SOX, ISO, Audit Compliance
  • Goal Oriented
  • Account Analysis and Delivery
  • Contract Management
  • Negotiation
  • Communication
  • Process Design and Management
  • Metrics development
  • Strategic Planning
  • Financial Planning and Budgeting
  • Application Development

Interests

MVP 2006 TOPS Coach 2007 High Impact Team (HIT) Member EDS/HP Integration Team 2013 Enterprise Services Top Performer

Additional Information

  • Awards/Recognitions MVP 2006 TOPS Coach 2007 High Impact Team (HIT) Member EDS/HP Integration Team 2013 Enterprise Services Top Performer

Timeline

Global Account Executive

Hewlett Packard Enterprise Services
01.2008 - Current

Hewlett Packard Services America
01.2006 - 01.2008

Hewlett-Packard
01.2004 - 01.2006

Hewlett-Packard
01.2002 - 01.2004

Ericsson Inc
01.2000 - 01.2002

Global Customer Support Center Manager

Ericsson Inc
01.1998 - 01.2000

Regional Operations Manager

Ericsson, Inc
01.1995 - 01.1998

Sr. Systems Programmer

Ericsson Inc
01.1990 - 01.1995

Associate Degree - Computer Science

Dallas County Community College

Ericsson International Management training program Completed Trainings: Situational Negotiation Skills (2000) Leadership, Management & Communication for PM (2003) Consulting Techniques Workshop Data Privacy SAP Boot Camp ITIL Process Management Lean White Belt -

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Aaron HaynesDelivery Excellence Manager