Bret Boehmer
Atlanta,Georgia
Summary
Results-driven executive with expertise in leadership, Global & Regional Service Delivery, and Customer Success. Forward-thinking professional with a track record of success in both large company transformations and individual coaching. Manage and lead a team of over 2500 employees comprising of service desk agents, end user support technicians, and project managers. Oversee a $250 million expense budget and consistently achieve a 45% margin year over year, while reducing expenses by 15% annually. Industry experience in financial services, airlines, healthcare, and retail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Vice President of Operations
Self Employed
Alpharetta
10.2022 - Current
- Independent consultant providing IT end-user solutions to start-ups and Fortune 500 clients
- Integrate activity-based cost approach model to reduce delivery expenses by 25% while improving gross margin (GM)
- Consistently surpass service level agreement (SLA) performance goals to improve Net Promoter Scores (NPS)
- Developed and implemented a dispatch services program with over 50% reduction in end-user IT spend throughout the United States and Canada
- Sold over $25 million in IT End User Compute services
- Leveraged strong relationships with leadership at Dell, HP, Black Box, and NTTDATA leading to a 90%-win rate
- Initiated remote service desk, Remote Assistance Center (RAC), reducing tickets dispatched to the field by 25%
- Lead client engagements and provide expertise in end-user support, service desk operations, depot, and hardware asset management.
Senior Director of Operations
Attabotics
Calgary, US
02.2022 - 10.2022
- Headed all robot and structure repair services across the US and Canada while also leading the Network Operations (NOC) team of 25 individuals
- Directed a team of 100+ highly experienced engineers, Co-pilots, Pilots, and repair technicians that oversaw all on-site structure and repair of robots
- Implemented a break-fix repair program that led to an increase in uptime of over 50%
- Devised a follow-the-sun model future strategy for the Network Operations Center (NOC) to handle 24x7/365 support.
Senior Director of Operations
HCL
Houston, TX
11.2021 - 02.2022
- Headed service staff for 155,000 plus desktops, laptops, and printers across the globe in over 32 countries while leading a team of 500+ Field Engineers
- Reduced and negotiated a very large vendor list of 26 vendors down to only 2 vendors resulting in over $5 million in IT savings
- Increased account margin from 5% to 15% by reducing labor costs through flexible labor strategies.
Senior Director of Operations
NTT Data
Alpharetta, GA
12.2019 - 10.2021
- Owned all Field Services/End User Compute for all accounts in the Financial Services and Public sectors, consisting of 1000+ field engineers and project managers
- Coordinated all Service Level Agreements and Service Improvement Plans for seven multi-million-dollar accounts
- Led Depot Services, taking one million plus assets from cradle to grave
- Implemented 3rd party vendor provider program which resulted in savings of over 25%
- Orchestrated program consisting of shift left, resulting in $2 million in savings per year
- Executed Field Tech Cloud Program which led to a savings of $1.8 million per year.
Senior Director of Operations
HP/DXC
Palo Alto/McLean, CA/VA
01.2010 - 12.2019
- Administered all aspects of daily operations and delivery including all service level agreements for 75 accounts
- Supervised 13 direct leaders providing support for 2,000 staff
- Field Services including total reorganization of 2,500 staff into five geographic regions to enhance leader-to-employee ratio span of control from 1:18 to 1:45 saving $1.5M
- Introduced an insourcing program for all 75 accounts in the United States and Canada saving $50M+ yearly
- Spearheaded hand help device program for 2,500 field engineers raising productivity by 50%
- Ranked in the top 1% based on leadership in four key areas of Operations, Financials, Customers, and People.
Education
Bachelor of Science in Information Technology -
National Institute of Information Technology
Diploma in Leadership in Global Enterprise -
Thunderbird International Business School
Skills
- Coaching & Mentoring
- Sales & Marketing
- Business Growth & Transformation
- Financial Management
- Contract Negotiation
- Team Building & Leadership
- Process Improvement
- Business Operations Management
- Customer Relationship
- Vendor Management
- Organizational Change Management
- Leadership training
Websites
Certification
- Scrum Alliance, Certified Scrum Master, 001194183
- Simplilearn, ITIL 4 Foundation Certified, 2523769
- HP, Strategic Value Selling, Financial Management and Forecasting
Timeline
Vice President of Operations
Self Employed
10.2022 - Current
Senior Director of Operations
Attabotics
02.2022 - 10.2022
Senior Director of Operations
HCL
11.2021 - 02.2022
Senior Director of Operations
NTT Data
12.2019 - 10.2021
Senior Director of Operations
HP/DXC
01.2010 - 12.2019
Bachelor of Science in Information Technology -
National Institute of Information Technology
Diploma in Leadership in Global Enterprise -
Thunderbird International Business School
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