Scott A. Guse (713) 870.8055 * sgcee872@westpost.

net
Career Goals
* Chief Operating Officer, VP Operations, Director *
Executive Profile
20+ years global experience in driving operational success for technology focuse
d companies
Highlights of Qualifications:
* Innovative and profit-driven leader with exceptional record of generating an
d guiding business initiatives that achieve sustainable, profitable growth.
* Instrumental in creating and articulating strategic vision and developing pa
rtnerships and alliances, providing complete leadership of global outsourcing, p
rogram management, service desk management, and operations teams.
* Passionate for delivering the highest level of customer satisfaction with ex
pertise in motivating employees, increasing sales, analyzing future growth oppor
tunities, process improvement, maximizing efficiencies, and growing client relat
ionships.
Critical Skill Sets:
Strategic Client / Partner Relationship Management * Global Outsourcing / Prog
ram Management * Operations Management * Service Desk / Call Center Managemen
t * P&L / Budget Development & Management * Strategic Planning * Business D
evelopment * Employee Development * ITIL v3 Foundations Certified
Selected Achievements:
Recommended, implemented, and lead the offshore strategy and operations for the
corporation's remote service delivery organization by designing and building a g
lobal program management office and a technical support center operation with 43
0+ engineers located in the United States, Canada, Mexico, Brazil, England, Hung
ary, Australia, and Japan.
* RESULTS: Established the corporations 'offshore, near shore, and onshore' se
rvice delivery methodology and capabilities promoting effective solutions for cl
ients affected by demands to reduce IT hardware and software costs.
Developed, deployed, and oversaw an advanced networking project team that focuse
d on the design, deployment, maintenance, and management of clients' corporate n
etwork infrastructures.
* IMPACT: Increased revenue by $3M with an 8% year over year growth rate. Low
ered employee retention costs by securing a career-pathing strategy to grow and
retain highly skilled technical talent.
Collaborated across multiple business units to design and manage an eLearning de
velopment team chartered with the creation and distribution of interactive netwo
rking technology and product specific training modules.
* RESULTS: Increased employee productivity via technical skill set growth, low
ered training costs from computer based training programs, and established a new
revenue annuity stream for eLearning content purchased by clients.
Key contributor to meeting two of the corporations' most critical objectives whi
ch included the complete implementation of a reliable and efficient change manag
ement system, and the implementation of an effective continuous process improvem
ent initiative.
* IMPACT: Lowered IT support costs by 22%, increased system performance and up
time, increased IT support team productivity, and decreased incident resolution
time.
Researched, recommended, and implemented the company's first knowledge managemen
t tool for the service desk and desktop organizations.
* RESULTS: Lowered operating costs, increased employee productivity, and highe
r customer satisfaction/retention.
Designed and implemented several effective safety training and process adherence
programs to meet OSHA requirement and to significantly lower overall operating
and administrative costs.
* IMPACT: Increased profitability due to reduced OSHA fines, reduced accidents
, lower insurance premiums, and increased employee productivity.
Professional Experience:
CompuCom Systems (formerly Getronics), Houston, TX 1995 - 2010
Director, 2008 - 2010
Managed the strategic direction and operational oversight for the corporation's
technical OEM Shared Support business units (Cisco, Sun, BMC, and Service-now).
Oversaw all governance, contractual, legal, client executive development, profit
/loss, budget/forecast, resource management, contractual adherence, operations,
quality, risk assessment, and ongoing business development.
* Achieved a $20M revenue stream with 11% year over year growth.
* Established a North America program management office and technical assistant
support center program with operational centers located in Houston Texas, Mexic
o City Mexico, and Calgary Canada.
Vice President, 2006 - 2008
Led the strategic direction and operational oversight for the corporations' tech
nically complex hardware and software OEM clients. Oversaw all governance, contr
actual, legal, client executive development, profit/loss, budget/forecast, resou
rce management, contractual adherence, operations, quality, risk assessment, and
ongoing business development.
* Achieved an annual $60M revenue stream with 8% year over year growth contribu
ting revenue of more than $135 million over 3 years.
* Managed a global team of 550+ employees that spanned 26 countries with 12 dir
ect reports.
Director, 1999 - 2006
Managed the strategic direction and operational oversight of a global program ma
nagement office and technical assistant support center program with 430+ technic
al engineers located in Houston Texas, Mexico, Brazil, England, Hungary, Austral
ia, and Japan. Oversaw all governance, contractual, legal, client executive deve
lopment, profit/loss, budget/forecast, resource management, contractual adherenc
e, operations, quality, risk assessment, and ongoing business development.
* Responsible for leading the corporation's 'offshore' capabilities vision.
* Implemented a global continuous improvement unit.
* Built and deployed an advanced networking project team and an eLearning team
that created technical training modules.
Service Desk Manager, 1995 - 1999
Managed remote service desk operations for 18 enterprise client accounts. Oversa
w the daily operations of delivering high quality, effective, and timely resolut
ions of low and medium complex technical issues.
* Implemented knowledge management tool lowering service delivery costs through
decreased resolution time and increased productivity.
* Key contributor to the implementation of a change management system and conti
nuous process improvement initiative.
Neal Tyler and Sons, Inc., Jacksonville, FL 1987 - 1993
Operations Manager
Managed the operations for the storage and distribution of over 100 beverage pro
ducts with a total product inventory value of +$400M and for 100+ distribution f
leet. Oversaw all product inventory planning/control, cost control/alignment, re
source management, fleet maintenance, preventative maintenance planning, insuran
ce adherence, OSHA/DOT regulatory adherence, safety training, fleet purchasing,
and risk management.
* Responsible for reducing OSHA accident incidents by 65% through process adher
ence and safety training programs.
* Increased inventory utilization by 35% through implementing a FIFO inventory
management system.
Education & Certification:
B.S. Equivalent - ITT Division, Georgia Institute of Technology, Atlanta, GA
ITIL v3 Foundations Certified