RICHARD KATUSAK 8214 Fern Bluff Avenue, Round Rock, Texas 78681 512-695-6754 rk138efce@westpost.

net FOCUS: OPERATIONS, MARKETING and SALES PROFESSIONAL Successful, results-driven professional with extensive operations, marketing and sales leadership experience. Diverse expertise with information technology bac kground and the ability to apply innovative ideas and solutions to business chal lenges. Recognized leadership skills with a propensity for developing talent an d bringing out the best in others. Customer champion keenly focused on deliveri ng the best possible customer experience. Excellence-driven thinker with acute attention to detail. Demonstrated ability to anticipate challenges and quickly formulate quality solutions that deliver high impact. Proficiency in facilitati ng process reengineering efforts and improving processes. Effective liaison wit h organizational leaders, executive officers, and external partners to achieve b usiness results. AREAS OF EXPERTISE: Business Transformation; Marketing and Sales Management; Organizational Agility; Operational Strategy/Planning; Process Evaluation/Re-engineering; Customer Expe rience; Team Staffing/Development; Global Project Management; BPI/LEAN Champion KEY ACCOMPLISHMENTS: Established and led a Business Operations team to support Dell's new Enterprise Solutions business. Built the team from the ground up in 6 months enabling proc ess engineering, project management, performance reporting and M&A integration c apability. The team was a key contributor to the successful launch of Dell's fi rst Enterprise Solution offers in 2010 delivering +$200M in revenue. Defined the value based pricing model and calculation methodology for Dell's Ent erprise Solutions business. Benchmarked with Bain Consulting, Accenture Consult ing and industry experts to establish a value based pricing strategy and practic e. The strategy outlined 11 pricing "game changers" required to enable a value based pricing practice ensuring gross margin objectives were achieved. Established a global performance reporting capability providing visibility to fi nancials performance and sales pipeline sufficiency. Created and distributed a monthly performance scorecard to executives and senior leadership. Partnered wi th IT to create a data hierarchy ensuring rapid access to information and establ ished a reporting management practice to ensure data availability and accuracy. Influenced Dell's global sales leadership on supply chain capabilities and inves tment areas that differentiate Dell in the market. Conducted analysis on financi al, economic and industry indicators and how they influence the company's curren t and future supply chain strategy with a focus on global customers representing +$8B in annual revenue. Dialoged with customers on supply chain requirements, capabilities and opportunities to increase performance. Pioneered a new customer support model that dramatically improved the post-sales support experience for Dell's relationship customers. Reengineered Dell's lega cy contact handling model, call routing system methodology and agent behaviors r esulting in record levels of customer satisfaction, operational performance and reduced operating cost. The model became the standard for Relationship Customer Care and was implemented globally.

Established and led the first professional service sales organization in Dell's Preferred Accounts division. Attracted, developed and led a high performing, di verse team of sales professionals. Identified strategies to integrate and align professional services with hardware sales activities and delivered +$200M in an nual revenue. PROFESSIONAL SUMMARY: DELL, Inc., Round Rock, TX (1993 to 1995 and 1998 to present) Dell is a premier, worldwide provider of IT and Internet infrastructure products and services, with projected fiscal 2011 revenue of $60B+. Director, Business Operations (2010 to present) Member of Dell's Enterprise Solutions Go-To-Market Senior Management Team. Esta blished a Business Operations function and capabilities supporting a multi-billi on dollar revenue plan. Ensured operational readiness for quoting, pricing, inv oicing, order management and fulfillment, post sales non-technical support and q uality. Established performance metrics, created global alignment for definitio ns, data sources and frequency and enabled a reporting capability ensuring timel y and accurate performance updates. Senior Manager, Supply Chain Strategy ( 2009 to 2010) Nominated for role by Dell's Vice Chairman. Short term assignment, responsible for interfacing with global customers to ensure awareness of new Dell supply cha in capabilities and capture unique customer requirements for consideration in De ll's supply chain strategy. Worked with global sales leadership to insure aware ness and provided sales support for large opportunities. Senior Manager, Commercial Customer Care (2007 to 2009) Led process engineering, forecasting, capacity planning, scheduling, reporting, training, project management and business control teams for Dell's global Commer cial Customer Care network. Developed and implemented a global network optimiza tion strategy and operating plan. Reengineered contact handling model resulting in record levels of customer satisfaction, operational performance and reduced operating cost. Utilized LEAN and BPI principles and processes to deliver stand ard processes globally. Site Manager, Commercial Services (2005 to 2007) Led a 750 employee call center supporting multiple commercial business units. C reated a sense of urgency for delivering on promises to customers resulting in t he highest customer satisfaction scores and issue resolution rates across all su pport groups at Dell in 2006 and 2007. Recognized for creating a highly effecti ve winning culture program and achieved "Champions" level performance based on e mployee feedback. Performed public relations activities, interfaced with state and local government agencies and participated in economic develop activities fo r the region. National Sales Manager, Corporate Accounts (2003 to 2005) Created and championed business plan for a professional service sales organizati on supporting corporate accounts. Attracted, developed and led a high performin g, diverse team of sales professionals. Identified strategies to integrate and align professional services with hardware sales activities and delivered $200M+ in annual revenue in 2003, 2004 and 2005. Senior Manager, Small and Medium Business Services Marketing (2001 to 2003) Identified and enabled service capabilities that created competitive differentia tion in the SMB market. Established business analytics functionality and proces ses to measure performance. Implemented financial controls protecting $8M+ in m argin quarterly. Delivered internet based service reporting, sales mentor and r ecognition programs and numerous marketing pieces recognized as worldwide best p

ractices. Senior Manager, Wireless Clients Product Marketing (2000 to 2001) Short term assignment supporting Dell's Wireless Wide Area Network (WWAN) produc ts and services globally. Defined product and service requirements. Assisted i n the development of predictive models to understand market dynamics. Led produ ct marketing activities for European launch. Manager, Dell Integration Services Marketing (1998 to 2000) Led a team of marketing professionals responsible for catalog portfolio manageme nt. Efforts impacted revenue growth that exceeded 100% YOY for 2 consecutive ye ars. Product Manager, Third Party Communication Products (1993 to 1995) Secured funding for catalog production and distribution. Maintained vendor rela tionships at multiple levels. ADDITIONAL PROFESSIONAL EXPERIENCE: 3Com /U.S. Robotics - Regional Sales Manager (1996 to 1998) Peripheral Partners - Co-Founder/Principal (1995 to 1996) Practical Peripherals/Hayes - Regional Sales Manager (1991 to 1993) CompuAdd Computers - Product Marketing Manager (1989 to 1991) MediaNet - Account Executive ( 1986 to 1989) EDUCATION: Stephen F. Austin State University - Bachelor of Fine Arts RECENT ACTIVITIES AND AWARDS: Recent Activities: Dell: Executive Coaching Program Dell: Contact Center Leadership Accelerator Program Dell: Emerging Leaders Program Dell: Executive Development Program Awards: Dell: Chairmen's Award for Outstanding Business Contribution Dell: President's Award for Marketing Excellence Dell: Manager of the Year