BILLY W.

COMBS
10215 Thicket Point Way (813) 751-7595 a" Cell Phone
Tampa, FL 33647 bcee1152@westpost.net (813) 929-3930 a" Home Phone
Career Summary
A demonstrated track record in driving revenue, operating
efficiencies and brand loyalty through customer service excellent
with over 15 years of management experience. Extensive experience in
diversified technologies with high emphasis on employee development
and total customer satisfaction. Ability to adapt to change while
maintaining a strong work ethics. Energetic and motivated personality
with excellent communication skills both verbal and written. Over 25
plus years with Hewlett Packard, Compaq and Digital Equipment
Corporation.
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Interact with other organizations to identify additional revenue
opportunities that generated in over $32M from the purchasing of new
hardware and contract renewal. Example customers: Citibank, U.S.
Census, AOL and Verizon Wireless
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Increased staff productivity and enhanced operating margins by
staffing, training, coaching, counseling and the managing of remote
support personnel.
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Protect and enhance key customer accounts by managing elevations and
escalations to resolution.
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Ability to effectively communicate with customers, senior
management, peers and direct reports.
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Recognized strengths in Project and Program Management by
successfully leading projects to completions by building new high
performance support teams. The installation of new hardware, software
and site audits.
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Developed and implemented processes and procedures to improve
efficiently in support of day-to-day business operation that resulted
in higher customer and employee satisfaction metrics.
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Highly experience in the use of Microsoft Office products.
Experience
FIELD DISTRICT MANAGER NORTHERN FLORIDA & ALABAMA a"
HEWLETT-PACKARD_, Tampa, FL_ 2007 - 2009
Successfully provided directional leadership to 22 field service
engineers that delivered onsite customer support on proliant servers,
desktops, printers and laptops. Formed and maintained outstanding
working relationships with internal teams while working customer
escalations and elevations.

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Administered corporate processes and procedures for staffing,
performance management, and developmental training for new and
existing field engineers.
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Developed and maintain key client relationships with point of
contacts at Walt Disney World, Sea World, Orange County Public
Schools, Colonial Bank and Florida State Senator (Bill Nelson and Mel
Martinez) to drive growth and ensure customer satisfaction.
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Implemented and executed key delivery solutions for field engineers
for metrics that were met or exceeded for elapsed time, call closure
and meeting SLA response time.
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Successful in the generation of additional revenue via services or
products sales. Earned hp an additional $75K.
Service Delivery Manager II a" Hewlett-Packard, _Colorado
Springs, CO _1999 a" 2007
Within the global customer solution center I successfully managed 31
technical account managers in providing 24x7 global mission critical
remote telephone support. This support consist of diagnose before
dispatch for hardware issues and software troubleshooting support for
operating systems that consist of OPENVMS, TRU64/UNIX, HPC, RISS, MS
WINDOWS, LINUX and VMWARE.
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Implemented cost effective guidelines and procedures for over time
cost, training, standby equipment and travel for the 31 technical
account managers.
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Conducted bi-annual reviews of professional development plans and
annual appraisals for technical account managers.
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Established excellent working relationships with field partners and
sales team for new and existing customers.
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Responsible for ensuring functional readiness for off-site delivery
including support of new products.
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Developed and implemented processes to improve remote service
delivery to gain efficiencies and increase customer satisfaction
while utilizing ITIL methodology.
TECHNICAL ELEVATION MANAGER a" COMPAQ COMPUTER, _Colorado Springs,
CO_ 1998 a" 1999
Single point of contact for managing various client escalations and
elevations that ranged from call logging issues, software issues,
hardware deficiencies and 3rd party vendor support issues.
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Established close working relationship with various engineering
groups for Storage Products, OPEN/VMS,
TRU64 UNIX, WINDOWS NT and CISCO NOC.
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Lead customer conference calls, delivered quarterly presentations to
customers and senior level management.
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Developed, reviewed and present technical action plans and level of
service improvement plans for customers.
SERVICE DELIVERY ACCOUNT MANAGER a" COMPAQ SERVICES, _Colorado
Springs, CO_ 1997 a" 1998
Implemented and managed service delivery plans in support of the MCI
account.
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Developed, implemented and program manage the MCI site audit for all
onsite Compaq equipment.
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Responsible for ensuring field functional readiness for offsite
delivery of new product support.
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Partnered in the development of new or updated quality solutions
with the Business Critical Complex Team.
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Field liaison between MCI, Sales, Mission Critical Team and Field
Service.
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Worked with Mission Critical Team on the development of action plans
for the rapid resolution of critical customer outages.
SOFTWARE SPECIALIST IV a" DIGITAL EQUIPMENT CORPORATION, _Colorado
Springs, CO_ 1985 a" 1997
Functioned as a Technical Account Manager for customers that
purchased Platinum, Gold and Silver remote telephone support.
Provided leadership to 14 team members, managed team meeting
developed phone schedules, and assisted with resource allocations.
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Consulted with customers, employed productive written/verbal
communication skills to ascertain specific requirements and
diagnose/confirm solutions to hardware and software problems.
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Provided onsite customer support to conduct system performance
analysis and operating system upgrades.
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Delivered customized client presentations and training to existing
and prospective customers, users, sales staff and senior leader team
on products and/or services.
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Validated and qualified sales opportunities to Sales Support and
Vendors.
Education
A.A. Computer Science a" Pikes Peak Community College, Colorado
Spring, CO
Bachelor of Science in Business Management (In progress)
MILITARY SERVICE
United States Army Military Police, Honorably Discharged

CORPORATE SPONSORED TRAINING

ITIL Foundation, TQM, Risk Management, Project Management, Time
Management, Presentation Skills and Conducting Successful Interviews.
AFFILIATIONS
INROADS of Colorado Springs, CO a" Former BOD Member
Best Buddies of Tampa a" Active Volunteer
ChairScholars of Tampa a" Active Volunteer