Karl M

Service Delivery/Project Manager


Project Manager


Woodinville, WA

Education Level:

Trade School

Will Relocate:



I am a highly motivated, experienced professional with an extensive background in directing both local and national field service personnel and project management. I am accustomed to a fast paced environment where deadlines are priority and handling multiple jobs simultaneously is the norm. I am seeking the opportunity to further challenge my knowledge and expertise.


CollapseWork Experience


(Confidential) (Confidential) 3/2008 - Present
Excell Data (Confidential) 9/2007 - 3/2008
Spacelabs Healthcare (Confidential) 5/2006 - 7/2007
Northrop Grumman (Confidential) 8/2003 - 4/2006
Microserv Technology Services (Confidential) 2/2000 - 12/2003



Control Data Computer Tech. 1973 Trade School Degree



· Increased the regional revenue to 110% of goal. This was the first time in 5 years that the Western Region has reached 100% of goal.· Reduced overtime and expenses by 20%. This was accomplished by controlling technician travel and scheduling trips to include more than 1 customer visit to an area.· Developed relationship with third party service providers and house service organizations to create new opportunities for contract and one time billable revenue including parts sales, depot support agreements and certification programs. · Increased the next business day repair from 85% to 98% on a required 80% SLO. This was accomplished by increased training and monitoring.· Controlled overtime and travel costs by grouping service calls and extensive customer negotiations.· Implementation of US Visits Project for all airports within the Northwest region.· Active Directory/Exchange migration of over 1900 users within the Northwest Region.· Migration of Legacy Customs, SAIC, RAIC and FPS with over 500 users to the ICE network.· National Project Manager for CIS Inventory with over 16,000 line items; completed in 7 days with 100% accuracy.· Western Region Project Manager for ICE National Inventory with over 20,000 line items; completed in 14 days with 100% accuracy.· Developed guidelines for contract documentation to be distributed to all internal departments.· Increased SLA performance from 89% to 92% in 6 months.· Put into action a plan to increase parts requirements for installed equipment to meet 90% SLA requirements in all locations.· Developed and instituted guidelines for making Field Technicians responsible to meet contract SLA requirements, enabling technicians to participate in department goals of customer satisfaction, time utilization and calls per day, as well as providing a system for tracking individual technician goals and performance. Estimated increase of SLA – 20%. · Actively engaged in new business requirement meetings to analyze prospective customers for possible service contract engagements.· Headed a team to develop migration plan of model transfer from FXI to Microserv.· Reviewed and verified all data and documentation to insure all information purchased was accounted for.· Developed a Strategic Plan for Service Provider Network.· Set minimum qualifying requirements and recruiting standards for all service providers.· Provided all contractor agreements, documentation, and service pricing negotiation· Established a project plan for a very aggressive 30-day implementation service contract crossover. This included everything from parts ramp documentation to manpower requirements.· Directed daily internal progress meetings to insure all individuals were completing their assigned tasks and all problems had an action plan and person responsible to each problem /action.· Involved in weekly customer meetings to insure all customer expectations were met.· The end user comment regarding this implementation was, “this was the smoothest transition ever engaged on”.· Evaluated current IBM process then designed and implemented an Access Data Base for all Service Requests from receipt to close which documented tracking, allowed for management reports to analyze the quantity, work flow and manpower requirements needed for the account. This Data Base was adopted nationwide for this account. · Project Managed on time without delay in opening over 250 bank facility remodels, relocations and new branch openings for IBM - Washington Mutual Bank.· Successfully completed over 1000 Services Requests within contractual required dates.· Increases size of department from 8 in 1995 to 29 in 1997 363% increase while increasing Gross Profit for department from planned 21% to 29% in 1996.· Developed a training program that within the first year that increased quality of work and productivity by over 50%.· Developed service and support policies including maintenance pricing, spare parts planning, designing of project documentation to meet individual customer needs. The result being over 2 million dollars increase in revenue.· Created and trained a team that provided customer service, which resulted in, improved customer satisfaction to the highest in the nation for two years, and generated a 25% increase in revenue from current customers.· Managed a team responsible for coordinating manpower and installation of 161 major retail store POS conversions and installations both regional and nationally; projects were completed ahead of schedule and below budget.· Received the National Sales Award for producing over 1.3 million dollars in revenue.

Companies I like:

Dell, Siemens, Northrop Grumman, General Dynamics


CollapseJob Skills





· Extensive knowledge of Field Service and management of field support engineers both local and remote. · Proven ability to solve problems, reduce and control expenses and sustain high productivity in critical-deadline environments · Innovative and conceptual self-starter who sees the big picture and works effectively with others to attain or exceed objectives · Strong demonstrated interpersonal skills in a variety of client and employee situations · Accomplished in project management, long/short range planning and contract negotiation · Department of Defense Top Secret Clearance