EDWARD F.

FLAHERTY
Garner, NC 27529 Phone: (919) 745-7568 E-mail: ef.flaherty@gmail.com www.linkedin.com/in/flahertyed/

PROFESSIONAL SUMMARY
Results-driven Management Professional leveraging 20+ years of technical support and customer service success Client account management and retention expert Trusted advisor to high-profile clients Enterprise change agent, creating success-oriented cultures Key account SME, driving revenue growth and product deployments Efficiency specialist, implementing industry best practices Articulate communicator, building rapport and trust at all levels Top performer who thrives in a high-demand, high-expectation environment Charismatic leader, building and managing peak-performance domestic and international teams

CORE COMPETENCIES
Business and budget planning/management ISO 90001:2001 Strategic account relationship management Global implementations Start-ups and turnarounds Crisis management and executive-level escalations Committed to exceeding customer expectations Passionate about leadership by example Exceptional follow through and attention to detail Benchmarking and performance metrics Meticulous about quality control Service expertise includes call centers, technical support, field service operations, network test centers, customer training, help desk, and support account management Project management Consistent record of achieving the unexpected

PROFESSIONAL EXPERIENCE
NETAPP Research Triangle Park, NC Senior Manager, Global Support Account Managers, RTP, NC May/2009 Jan/2013 Reported to Senior Director. Managed global account organization, supporting NetApps top revenue producing customers in the Americas (2 domestic locations) and partnering with global organization in EMEA, APAC and India. Assisted sales teams in driving revenue and achieving customer satisfaction. $4.3MM operating budget; 4 manager, 30 Support Account Managers and 2 indirect-reports. Responsible for 30 accounts driving ~35% of company revenue, including: Financial: Bank of America, JP Morgan, Citigroup, Wells Fargo, UBS, and Goldman Sachs Technology: Yahoo, Apple, Microsoft, Intel, Oracle, Qualcomm, and RIM Telecomm: AT&T and Verizon Other: NewsCorp and General Electric Portfolio of clients represented $550MM annual revenue. Key driver in growing accounts by eliminating service and support issues in the sales cycle. Supported major account management partners in Amsterdam, Bangalore, India, and the UK. Championed redesign and launch of NetApps Support Account Management Services (first in 5+ years), driving $25MM annually with 220 global SAMs. Customer Listening Program C-Sat scores increased by 10% to an all-time company high in 2012. Created positive work environments with exceptionally-low-to-zero attrition rates. Customer-facing duties, on site executive briefings, account planning, and client services meetings. Originated 2-day training for US sales account managers, resulting in 300+ man days of training, framework for future training delivery, improved teambuilding, and consistency in service delivery. Created 3 annual operating plans, sizing worldwide SAM business for major accounts program across the US, EMEA, APAC and US Public Sector, leading to agreed upon red/yellow/green rating system per account and placement of incremental SAMs resources on 60% of the major accounts. Provided best practices expertise in consultancy role to senior management; served as global consistency, upgrade planning, and customer risk assessment SME. Achieved/exceeded operating profits expectations with profit margins from 5% to 20%.

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Strategic Support Manager, RTP, NC May/2008 May/2009 Reported to Vice President. Hired to establish productive, professional relationships with key personnel in 14 assigned customer accounts, representing $210MM total annual revenue. Coordinated involvement of company resources to meet account performance and customer expectations. Responsible for account planning and driving additional revenue from embedded accounts. Accountable for $1.9MM budget; managed 14 direct reports Served as primary point-of-contact between sales management and technical support center and engineering teams to drive operational excellence and minimize service issues. Marquee clients included Bank of America, Goldman Sachs, UBS, JP Morgan, GE, GSK, Telstra, and AT&T. Portfolio of clients represented $210MM in annual revenue. Standardized operational excellence and best practices, reporting, and performance management, delivering top-tier C-Sat scores. Participated in the strategic account planning process, developing and meeting/exceeding all mutual performance, revenue, and critical milestone objectives targeted for each account. Proactively assessed, clarified, and validated customer needs on an ongoing basis, meeting/exceeding all support account management service delivery expectations. Technical Support Manager, RTP, NC Dec/2006 to May/2008 Reported to Director of Technical Support. Managed technical support organization, diagnosing, reproducing, and fixing customer software/hardware issues, supporting financial and commercial customers in the Eastern Region. Responsible for operational oversight, selection and development of staff, and management of customer satisfaction issues. Accountable for $800K operational budget; managed 10 direct-report support/escalation engineers. Managed research-level case management and critical issues break/fix resolution with storage platforms and business applications; resolved warranty, top enterprise, and SupportEdge premium customer issues via telephone, the web, and AutoSupport. Developed processes and reporting structure to research customer problems in a timely manner, following up directly with recommendations and action plans. Created new knowledge-base articles to capture new learnings for re-use throughout the organization. Implemented time-critical customer-centric focus and managed escalations, achieving C-Sat excellence. MCI/VERIZON BUSINESS (1982 2006) NYC, NJ, NC

Executive Senior Manager, Customer Application Support Teams May/1997 Jul/2006 Reported to Senior Director. Managed support organization, providing help desk resources and technical advice, resolving technical problems, and issuing advisories, warnings, and new technical problem diagnostic techniques. Managed all operational aspects, including staffing, training, quality, and performance. Accountable for $5.5MM budget; managed 70 FTEs. Transformed MCIs customer training delivery methodology; success story published in September 18, 2000 edition of BusinessWeek. Built, implemented, and led industry award-winning International Fax Test Center for MCI. Presented with Outstanding Achievement Award for Excellence from MCIs CEO. Built/managed multiple specialty software product support teams for Verizon Enterprise customers, including disaster recovery products, e-ticketing, billing, online tools, and enterprise web portals.

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Senior Manager, Internet MCI Technical Center May/1996 to May/1997 Reported to Senior Director. Launched and ramped new center in record-breaking 60 days. Visionary SME and thought leader to C-level executives, managing 120+ FTE organization at peak (10 diverse direct reports/110 team members), solving business customers technical issues (internet access, web browser software application support, e-mail, web hosting). Championed centralized Internet customer service, establishing company as industry leader.

PRIOR POSITIONS HELD MCI/VERIZON BUSINESS MCI INTERNATIONAL MCI INTERNATIONAL Manager III, National Customer Help Desk Manager III, New York City Metro Field Services Manager II, Nationwide Field Engineering Services Aug/1994 May/1996 Aug/1992 Jul/1994 Jul/1987 Jul/1992

EDUCATION
STATE UNIVERSITY OF NEW YORK AT STONY BROOK, Stony Brook, NY Bachelor of Science, Engineering

PROFESSIONAL DEVELOPMENT, NOTABLES

ISO Certified, MCI Professional development has included Dale Carnegie Training Technical proficiencies include Microsoft Office (Word, Excel, PowerPoint, Outlook), SAP CRM system (NetApp), and Enterprise TroubleTicket Management System (Verizon) Professional associations include TTEC (Triangle Technology Executive Council) Community contributions have included Team 4 Technologies, volunteer US citizen, willing to travel internationally, holding current passport; able to travel up to 40%