JAMES C.

BAXTER
SENIOR TECHNOLOGY SUPPORT MANAGEMENT & CONSULTING: CUSTOMER FACING
EXECUTIVE PROFILE
Proven leader able to streamline processes, improve performance, assemble high p
erformance teams, and accomplish breakthrough business objectives. A hands-on, d
ecisive leader who:
* Ensures the right people are in the right jobs; the right strategies are synce
d with the marketplace, economy, and competition, and operating processes are ti
ghtly linked with people and strategies.
* Motivates and empowers employees with clear accountabilities, feedback, and pe
rformance measures.
* Adapts to changing business requirements, market conditions, and competitive m
oves.
* Embraces the discipline of execution from planning to performance in all areas
.
* Demonstrates integrity, energy, intelligence and the business sense to make ti
mely, tough decisions.
KNOWLEDGE AND EXPERTISE
* Executive Leadership * Long-Term Agreements * Account Development
* Full Financial Responsibility * Revenue Growth * Organizational Restructuring
* Vision, Strategy, Execution * Market Penetration * Cost Controls
* Financial / Business Planning * Startups / Turnarounds / Change * Metrics Driv
en Process Improvement
* Margin Improvement * Talent Recruitment/Team Building * Performance Improvemen
t
PERFORMANCE SUMMARY
ONSET COMPUTER CO. BOURNE, MA 2008-PRESENT
TECHNICAL SUPPORT MANAGER for this growing privately held company that designs,
sells, manufactures and supports its full line of data loggers. Hired to turn a
round its technical support team and bring it to the next level.
* Established a call management process which includes the companies first techn
ical support dashboard.
* Designed and implemented the companys first call tracking system.
* Established support relationships, agreements and procedures with key Telco VA
Rs.
* Created a worldwide dealer technical support process.
* Learned and mastered the full product line as well as all aspects of support.
BOSTON COMMUNICATIONS GROUP, INC. (bcgi), BEDFORD, MA 2005 2007
Acting General Manager and Director of Support Operations for this provider of r
eal-time subscriber management services to the wireless industry. Hired to build
relationships with server and infrastructure providers to support expansion int
o worldwide markets. Asked to lead a remote site in June 2006 to determine the f
uture of its struggling product line.
* Designed licensed sales support model offering uniform service/quality worldwi
de. Established contractual support relationships and agreements defining suppor
t methodologies, key performance indicators (KPI), and discount structures with
OEMs: Oracle, Radware, Sun Microsystems, and Hewlett-Packard. Defined service le
vel agreements (SLA) and ensured implementation of infrastructure aligned with l
ocal capabilities.
* Created a worldwide solution sales model that deployed sales team in the varie
d geographies to more effectively sell solutions and build local relationships.
* Created, formalized, and delivered sales training programs that became the sta
ndard for all bcgi training for up to 25 worldwide sales reps. Recognized in 200
5 and 2006 for exemplary performance.
* Assumed leadership and P&L responsibility for a struggling billing solution pr
oduct that had not turned a profit since its acquisition. Given full authority o
f Maine-based division. Within 3 months:
Implemented organizational restructuring and downsizing, cutting headcount.
Formed technical synergies with Bedford operations and staff to maintain produc
t development continuity.
Restored regional carrier confidence, retaining 7 of the 10 carriers through th
e transition and turning 2 key carriers into highly profitable customers.
Established formal agreements bounding the relationships and implemented change
management processes and procedures for the first time in the history of the di
vision.
Solidified the team, revitalized the site culture, and improved employee morale
and confidence.
LUCENT TECHNOLOGIES, WESTFORD, MA 2000 2005
Senior Technical Major Account Support Manager, Data Networks. Challenged to ret
ain and grow 2 top troubled carrier accounts, Verizon and AT&T Global Networking
, that were threatening to pull their business. Responsible for the delivery of
data network support for critical infrastructures (Carrier Class) where performa
nce reliability of .99999 was mandated by the FCC. Managed direct reports, manag
ers, and individual contributors providing 24x7 (365) worldwide support for miss
ion critical hardware and software with multiple vendors.
Pioneered a successful service model that lead to a $20M/year multi-vendor serv
ice agreement with AT&T Global Networking, the single largest service agreement
in companys history. Lucent would become the single vendor for AT&T Global, assu
ming transparent management of the 30 vendors currently serving AT&T. Negotiated
agreements with various vendors including global transportation companies to en
sure delivery of parts to remote sites as specified in the AT&T agreement.
Transformed Verizon from a dissatisfied account to a delighted account in less
than 24 months. Transferred the account to colleague to focus on AT&T Global Net
working.
Recognized for outstanding performance in an environment of economic decline an
d ongoing downsizing.
MARKEM CORPORATION, KEENE, NH 1999 2000
Director of Technical Services for this provider of digital coding solutions. Hi
red to investigate and develop services as a secondary revenue stream supplement
ing the primary revenues from printing hardware.
Defined, structured, and priced service products and implemented delivery mechan
ism. Developed and delivered sales training. First sale was a $2M annual mainten
ance agreement with E. & J. Gallo Winery.
HEWLETT-PACKARD COMPANY, BURLINGTON, MA 1984 1999
Worldwide Field Implementation Manager (1994 1999). Promoted following success
in mission critical support to set up a worldwide mission critical "follow the s
un" support organization offering 24x7x365 support and composed of 350 employees
. Appointed by HP VP to the Support Value Delivery and Real Time Customer Suppor
t Programs.
* Implemented infrastructure and system to route calls around the world to addre
ss customer problems in real time. Recruited and trained support engineers for w
orldwide knowledge centers.
* Developed escalation priority schemes and procedures. Sold the concept interna
lly to receive funding and resources and ultimately institutionalized the proces
s throughout HP.
* Articulated the value proposition of support in sales terms to build internal
program support for the Support Value Delivery and Real Time Customer Support ta
sk forces.
Americas Mission Critical Management Support Specialist (1992 1994). Created, i
mplemented, and sold the first Support SWAT Team and Support Sales Teams focused
exclusively on the emerging vertical market for large communication test system
s.
* Designed, initiated, and sold the concept of total systems support offering cu
stomers a complete proposal outlining the initial purchase, statement of work, b
illing schedule, and payment. By including support as part of the initial sale,
it set realistic customer expectations and enabled HP to generate profitable rev
enue streams from support services.
Regional Service Manager, Test and Measurement Organization (1984 1992)
EDUCATION
B.S.E.E., Electrical/Biomedical Engineering and Computer Science Lowell Tech Lo
well, MA,