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Before
Craig Novak Consulting
Client – 2Wire Inc. July 05 – Dec 05
Customer Service Consulting and Project Management
2Wire Networks is the proven market leader in delivering metro-scale Wi-Fi
mesh
network
products and services.
Provided day-to-day operations management to the technical support team -
Hired two level 2/3 technical support engineers
- Acted as senior level management contact for several visible technical escalations
- Project managed the following projects:
o 2Wire Insight configuration and deployment processes
o 2Wire instructor-led and e-learning training courses
o Internal RMA process improvement and service entitlement
- Developed and presented initial technical support case metrics to the executive staff
Developed strong knowledge of 'Salesforce.com' CRM
Client - MCC Construction Corporation
July 04 - July 05
Business Plan Consultant
Millennium Construction Corporation is a start-up company in the residential remodeling and
home improvement space. Founded in 2004, the company's objective is to become "the
premier residential remodeling and home improvement provider by carefully understanding the
clients expectations and delivering high-quality work." As business consultant my
responsibilities are:
- Create and develop the companies "vision" and "mission" statements.
- Develop organization model
- Meet with legal, tax, and funding entities.
- Establish start-up time lines and milestones.
CCT Corporation/Administaff Inc. July 99 to June 04
Acquisition of CCT Corporation
CCT Corporation provides financial administration services for medium and large
enterprise clients. CCT employed 1000 associates and had annual revenues of $170
million.
Administaff with approximately $8 billion In revenues and 555,000 clients' is one of the
largest providers of financial administration services in the world. Administaff acquired CCT
in 2002 for its expertise in deploying and supporting administrative services in large enterprise
clients.
- As V.P. of Technical Service' I reported directly to an Operations V.P. responsible for
acquisition integration, and was responsible for ensuring client loyalty remained strong
throughout the integration process.
- Member of the integration team.
- Successfully transitioned TSO personnel without loss of critical intellectual property.
- CCT/Administaff company integration communication liaison.
Vice President, Technical Services Organization
June 02 to June 04
This position reported directly to the G.M.N.P. of Client Services and was responsible for
developing the strategic and operational direction of the Technical Support Organization.
Technical Services consisted of Field Operations, Client Response Center, and a presales
Systems Engineer team. Technical Support's annual operating budget was $6 million.
- Total number of depa
rt
ment employees, 40.
- Member of CCT' Executive Council.
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