Nicholas Lee

Results-Focused Leadership

Experienced professional with demonstrated excellence in Technology Management

Professional Chronology

l Allen, TX 75013

eenicholas@me.com

S Accomplished Technology Executive with proven experience in Global Delivery Operations, Account Management, Customer Advocacy, Customer

k ervices, Program & Transition Management, Outsourcing, Offshoring, P&L Management, and Profitability Turnarounds. Forward-thinking and

nowledgeable within current and emerging technologies, contributing to a personal history of proven successes in increased revenues, productivity,

and market share, while reducing departmental costs and overhead during, before, and after operational growth periods. Demonstrated strong and

effective leadership amongst globally diverse and cross-functional teams, satisfying both individual and corporate objectives. Assertive

entrepreneurial mindset and methodologies as evidenced by track-record within progressively fluid environments and continually leading

organizations into adaptability, operational maturity, industry credibility, and consistent profitability.

Areas of Expertise

B Budget Planning / Optimization

Business Continuity Management

Business Process Outsourcing

Cusiness Turnarounds

Dommercial Management

Dashboards / Analytics

Eisaster Recovery

Lea Knowledge Management

Logn Management & Methodologies

Fnterprise / Solution Architecture

Gield Services / Proximity Support

Global Contract Negotiation

Global Delivery Management

Global IT Governance

I International P&L Accountability

lobal IT Services

TIL & Industry Compliance

Network Operations

Manisticsaged Workplace / Managed Services

Managed Device Mobility

N Mergers & Acquisitions

Oew Technology Introduction & Launch

Offshoring, Nearshoring, Onshoring

Putsourcing

ursuit & Bid Management

Process Improvements & Reengineering

Procurement Services

Program Management

Selected Achievements

  v New Services Capability Creation & Hyper-Growth. Institution of an external IT Service Organization from three variant internal facing operations,

by reducing OPEX $1.2M/annum to turn 60-points of gross margin profitability in under twelve months while improving Service Levels (SLAs) on average

se 20% across all priority levels. Went from zero to 32 clients within 5-years with a P&L accountability of $50M at 25% gross margins never paying a

rvice level credit. Established a robust framework with dependencies on automation and offshore support.

  v Broader Focus & Business Case Creation. Authored (5) business cases over a 24-month period focused on the regional business and driving

S continual bottom line improvements ($2M Y/Y). Business Cases included: Device Refresh, Corporate Liable Mobility, XP Remediation, Asset Leasing,

oftware Compliance, and Order IT / Service Connect.

  v Business Turn-around on Profitability, Measurements, and Performance. Established a financial baseline / reporting instrument for near-shore

delivery centers above and beyond basic P&L functionality. Took action based on those measurements and released over $1M from the balance-sheet

and reduced AR/WIP by $1.9M (95%) in under 90-days. Implemented a new pricing model based on actuals, renegotiated existing agreements based

on actuals which enabled the business to remove toxic accounts and turn a $24M operation by 82-points of margin in less than twelve months. (2010).

  v Negotiated, Secured, and Implemented multiple Global agreements totaling $420M+. Spanning transition, transformational related activities,

international delivery centers, new technology rollouts, and business-as-usual offerings over the course of the past 5-years. (On-going).

an Antonio, Texas. (2007).

  v Developed comprehensive commercial documentation and planning to support Next-Gen Technology rollouts. Authored the Plan of Record

S (POR) which served as the first contractual document supporting AT&T’s rollout of U-Verse Services (Project Lightspeed) for the Commercial Launch in

Career Progression

HEAD OF GLOBAL OFFERINGS, END-USER COMPUTING, Fujitsu Limited (Japan), Richardson, TX

Accountable for the vision, development, and execution of next-generation global enterprise workplace solutions.

2014–Present

R Quality Assurance

Sisk Mitigation / Management

Sales Engineering Support

Service Delivery Management

Service Desk & Customer Services

Service Level Management

Solution / System Integration

Tolution Implementation

Team Building & Development

Technical Project Management

Telecom Engineering

Vransition & Transformation

irtualization Technologies

endor & 3rd Party Management

V Leadership Development

SENIOR DIRECTOR, END-USER SERVICES, Fujitsu, Richardson, TX

2009–2014

S Responsible for End-User Services within Fujitsu for internal and external clients established in North & Central America, APAC, & EMEA.

s upporting over 400,000 end-user devices such as laptops, desktops, thin clients, kiosks, smartphones, and other peripheral devices. Enabling

eamless interoperability between end-user devices and the network-data that resides. Focus encompasses pursuits, due diligence, commercial

R negotiations, finance, people management, delivery, continuous improvement, best practices (ITIL v2, v3, 2011, PMP), TRIOLE for Service, Sense &

ins, and project managers with varying degrees of tenure and experience spread globally with 95% in remote locations.

wespond (lean principals), and solution development within End-User Services. Established a profitable delivery unit from an internal facing service

admithin six months. Organization oversight includes two hundred technical engineers, supervisors, managers, service delivery managers, system

O Reduced internal OPEX by $1.2M/annum while achieving and maintaining a gross margin profitability of 25-points all while exceeding SLA targets.

mverall P&L accountability marginal between FY09-FY12; however, demonstrates ability to successfully mobilize a new service capability into the

acarket place which is on track to hit $50M in FY14 and represents a growth of 50-times within a five year period. Contract negotiations and closure

w hieved TCV $100M with $84M transitioned to steady state. Current pipeline above 55% probability resides at a TCV of $500M+ with a historical

in rate of >50%.

SENIOR PROGRAM MANAGER, BUSINESS PROCESS OUTSOURCING, Fujitsu, Irving, Texas

2007–2009

FY08-09: Responsible for design, implementation and organic growth of the Business Process Outsourcing (BPO) organization including all

m operational mechanisms to enhance overall success surround the planning, sales support, contract management, service delivery, risk

ST&T (Project Lightspeed), Verizon (FiOS), and near-shore Service Desk outsourcing (AT&T, Verizon, British American Tobacco,

ethodologies, auditing/analysis, and commercial renegotiations.

alesForce.com, & miscellaneous back-office finance support). FY08 P&L oversight of $24M, resource accountability of 467 FTEs with

m regular C-level interaction. Enabled business unit to turn 82-points of margin and return to profitability in under twelve months through lean

anagement, and business integration & transformation within North and Central America. Key duties include financial forecasting, green

reviews, technical reviews, commercial negotiations, bid management, project setup, maintenance & closure, auditing & compliance, and

A business process analysis, recommendation, and implementation. Core business includes next-generation triple play engineering services for

FY07-08: Accountability for the design and implementation of three engineering competency centers established for AT&T’s Project

Lightspeed in order to field support, design engineer and recondition outside-plant (OSP) supporting next- generation triple play services

(IPTV). Established core organization, tools and processes within ninety-days, while maturing delivery mechanisms to meet customer’s

accelerated rollout schedules. TCV $90M over 3-years with direct supervision of 150 headcounts which encompassed field engineers, OSP

engineering, supervisors and 3rd party subcontractors.

TECHNICAL PROGRAM MANAGER, PMO, ALCATEL-LUCENT, PLANO, TEXAS

2004–2007

service Responsible for planning, directing and tracking third-party management within AT&T’s Project Lightspeed, delivering IPTV and triple-play

authoring the plan of record (POR) and overall program lead for AT&T’s commercial launch. Accountable for third-party management within

party ve Bell Canada’s network transformation project; establishing robust triple play services. Focus also included managing key Alcatel-Lucent thirds

to 18 million customers by 2008 over fiber-to-the-node (FTTN) & fiber-to-the-premises (FTTP) technologies. Accountable for

implementation, defect management, and customer support services. Accountable for developing world-wide partnerships within OSS/BSS,

IP-network, as well as, the consumer home. Supported a $200M P&L through management of the forecast / budget lifecycles, driving out

costs, and creating / maintaining real-time resource allocation models. Established and managed key performance indicators based on

organizational best practices which were provided to the executive leadership team on a weekly basis.

ndors (Motorola/Modulus, Cisco/Scientific Atlanta, Harmonics, Yahoo, Microsoft) from product roadmaps/acceptance, system

Established and maintained the Home Network Lab (5000 sq. ft.) simulating real-world scenarios (FTTN/FTTP technologies) found within

customer premises supporting AT&T U-Verse rollouts. Focus spanned support of the AT&T Customer Operation teams during motion studies,

time-trials, training and process documentation.

PROJECT MANAGER, SIGNAL FM, DALLAS, TEXAS

2003–2004

S Accountable for various projects within the wireless domain focusing on product life-cycle management and bringing new products to market.

upported key initiatives, defined project scheduled, managed milestones, and ensured proper client acceptance and sign-off. Areas of

project support included product engineering, internal operations, and technology management which consisted of 50 employees. Supported

eight various projects through a twelve month period and successfully managed 100% within budget and on-time.

LOGISTICS COORDINATOR, UNIVERSAL COMPUTER SYSTEMS, COLLEGE STATION, TEXAS

2000–2003

service Responsible for the management of whole units, parts, and spares for Universal Computers based on client requirements, new procured

anada. From a volume perspective this represented the movement and coordination of 500-800 parts per day.

s, and field engineering repairs. This encompassed safety key management solutions for large automotive and hotel organizations.

C Primary focus was the day-to-day logistics, asset updates, and shipping synchronization to over 8,000 customer locations across US and

Professional Development

Bachelor of Science, Architecture, Texas A&M University – 2003, www.tamu.edu

ITIL Foundation Certification – 2012, www.itil-officialsite.com

ITIL v2 Practitioner Certification – 2009, www.itil-officialsite.com

NeuraMetric Certification – 2008, www.neurametrics.com

Awards & Recognition

Fujitsu America, GOLD Recipient – 2011-2012

Fujitsu America, Spotlight Award – 2010

Fujitsu America, Circle of Excellence – 2009

Fujitsu Consulting, Silver Infinity Reward – 2008

Fujitsu Consulting, Circle of Excellence – 2008

Fujitsu Consulting, Silver Infinity Reward – 2007

Fujitsu Consulting, Circle of Excellence – 2007

Alcatel, Award of Excellence – 2006

Alcatel, Superior Contribution – 2006

Alcatel, Superior Contribution – 2005

Adobe Creative Suite - Altiris - AppSense - AutoCAD - CA ITCM/ITAM - CA Unicenter - CDMS - Checkpoint - Citrix - CRM: SalesForce.com -

Electronic Data Interchange (EDI) - HTML - Hyper-V - IPTV - Linux - Lotus Notes - Mac OSX - Microsoft Office Suite - NetScaler - NeuraTool

C - Oracle - Programming (Basic, C, Cobol, VRML, JAVA) - RedHat - Remedy - SMS/SCCM - Symantec - ThinPrint - Unix - Voice & Data

Technology Inventory

ommunications - VMware - Windows 2000, XP, 7 - Win-Server 2008 - Wireless Technologies - WSUS - XenApp - XenDesktop - XenMobile

Excellent References Available On Request

Publications Referenced

https://digitalguardian.com/blog/27-data-security-experts-reveal-1-information-security-issue-most-companies-face-cloud

http://cloudcomputing.sys-con.com/node/3234933

http://www.zdnet.com/where-can-you-go-next-after-windows-xp-7000021885/

http://www.zdnet.com/preparing-for-a-brave-new-world-without-windows-xp-support-7000021884/

http://www.workforce.com/articles/20524-data-dilemma-what-to-do-when-byod-workers-say-bye

http://www.techopedia.com/2/30293/it-business/it-management/7-points-to-consider-when-drafting-byod-security-policies