Lee Carney
Burnet,TX
Summary
Technical customer service leader with a proven track record of delivering industry-leading customer experience over the past 18 years in the commercial electronics industry.
Overview
19
19
years of professional experience
Work History
Service Delivery Manager – Strategic Retail
HP inc.
04.2024 - Current
- Managed services and fleet operations for HP’s largest retail wide-format account
- Oversaw nationwide refresh of in-store print products in support of a $30M hardware/services refresh contract
- Day-to-day management of service cases and fleet uptime against extremely aggressive SLA targets
- Invoicing and P&L management of over $1M/month of hardware, services, and supplies billing
- Implementation of multiple operational improvement plans that were then adopted by other strategic account managers
- Awarded 'Vendor of the Year' for successful deployment of new hardware and implementing new in-store capabilities
Services Supply Chain Program Manager
HP inc.
04.2021 - 04.2024
- Led program team to drive improvements for 3 key business segments within HP’s customer support supply chain
- Reduced parts related SLA misses by over 50% YoY in FY’22 in the retail point of sale segment
- Awarded 'HP Quality Award' for reducing repeat repair rate from 5% to .5% by launching the 'Advanced Exchange' support model in U.S., Mexico, Canada, and Chile for HP’s 'Consumer Premium' product lines
- Managed repair quality, SLA performance, and stock utilization for repair, refurb, and disposition vendors
- Partnered with field service teams, tech support, and engineering teams to improve field stocking strategy, optimize spare parts utilization, and improve efficiency for HP’s 500+ field service technicians
- Built a program structure to create better alignment between sales and supply chain
- Increased visibility to sales pipeline created more advanced notice of new deals/contract renewals and enhanced demand forecasting capabilities
- Led HP’s 'Terra Preta' circular economy initiative to deliver on HP’s commitment to sustainable impact within the customer service supply chain
DaaS Program Manager
HP inc.
03.2020 - 04.2021
- Supported the US Navy 'NGEN-R' contract, requiring HP to support a fleet of over 380,000 end user devices
- Led program team to manage fleet lifecycle, service entitlement, and leasing schedules for HP’s largest DaaS Fleet
- Responsibilities included:
- Employee management – Managing day to day operations of project management team
- Process design and implementation – Partnering with operational SME’s & process engineers to build program structure using Lean 6 Sigma methodologies
- Fleet management – Post-delivery lifecycle management of HP’s largest DaaS fleet
- Invoice management – Provide support and escalation management to invoicing and collections teams to resolve systemic invoicing issues at an executive level
- Purchase order management – Managing PO’s in excess of $20M for lease payments
Customer Service Manager
HP inc.
06.2018 - 04.2020
- Managed a team of highly skilled technicians to provide onsite technical support to customers within HP’s managed print services, retail point of sale, PC, and wide-format print services portfolio, with responsibilities for:
- Customer Satisfaction (NPS)
- SLA performance
- District P&L
- Employee onboarding, training, and performance
- Sub-Contractor service delivery performance
- Inventory management
- Partnered with sales, account management & remote support to improve processes & drive efficiency
- Participated in quarterly business reviews for major accounts to assess SLA performance and customer satisfaction
Field Service Engineer Team Lead
Hewlett Packard Enterprise
01.2017 - 06.2018
- Provided deployment and break-fix support to enterprise level customers on server, storage, and networking products
- Primarily focused on supporting high SLA and top tier data center customers
- Technical focal for the University of Texas 'HIKARI' project
- The first ever Solar-Powered/Water Cooled HPC Cluster
- Hybrid Leadership & Technical role which typically entailed:
- Serving as 'Acting Manager' during manager’s absence
- Leading weekly staff meetings
- Managing customer escalations
- SME for all operational and administrative tasks
- Regional technical, safety, and compliance training focal
- Maintaining district calendar for on-call shifts, vacation, training, etc
- Collaborating with management, sales, and account managers to ensure customer satisfaction
- Leading projects and customer service initiatives
Field Service Engineer
HP & HPE
09.2006 - 01.2017
- Provided onsite break/fix and installation support for server, storage, print and PC products
- Served as regional Subject Matter Expert for multiple hardware product lines (3PAR storage, ProLiant, Apollo)
- Project lead for a large-scale hardware remediation project spanning many months and thousands of labor hours to resolve a manufacturing defect on thousands of HP blade servers
- Managed a multitude of day-to-day administrative tasks, as well as continuously improving technical skills through training classes and on the job training
Education
Associate Degree - Computer and Electronic Engineering Technology
ITT Technical Institute
Austin, TexasSkills
- Customer service leadership
- Field service management
- Project management methodologies
- Process improvement
Awards
- FY’24 'Vendor of the Year' recipient from HP’s largest Retail Wide-Format account
- FY’23 'HP WOW Award' for leading a customer service initiative that also yielded $200K in operational cost savings
- FY’21 'HP Quality Award' for reducing repeat repair rate for Premium PC bench repair from 5% to .5%
- Selected for the FY’18 'HPE Achievers Program' - leadership development program for top performers
- FY’16 'Regional Top Talent' Award for exceeding operational metrics and exhibiting leadership
- FY’15 'Customer for Life' award for leading a large-scale hardware remediation project
- Multiple 'Total Customer Experience' awards for exemplary customer service
Timeline
Service Delivery Manager – Strategic Retail
HP inc.
04.2024 - Current
Services Supply Chain Program Manager
HP inc.
04.2021 - 04.2024
DaaS Program Manager
HP inc.
03.2020 - 04.2021
Customer Service Manager
HP inc.
06.2018 - 04.2020
Field Service Engineer Team Lead
Hewlett Packard Enterprise
01.2017 - 06.2018
Field Service Engineer
HP & HPE
09.2006 - 01.2017
Associate Degree - Computer and Electronic Engineering Technology
ITT Technical Institute
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