Gerald M. Amante
EXECUTIVE MANAGEMENT SUMMARY
Highly successful, experienced senior executive with a record of proven results, both internationally and domestically. Revenue growth and profitability were realized through the management of highly functioning, customer facing, technical operations groups. In the last three companies, recruited to execute internal organizational turnarounds in key customer management organizations, with the end result producing “best in class” competitive rankings. Acknowledged by organization as a strong leader with defining and communicating clearly defined business goals, coupled with the right interpersonal approaches to deliver customer satisfaction. Known for positioning Company in best possible light from customer perspective while driving effective internal cross functional activities. Outstanding service performance measured by revenue, productivity, and customer satisfaction results. Focused on teamwork within organization and throughout company with joint commitment to win as the driving principle.
B.A. Merrimack College, 1976, Cum Laude
Full Academic Scholarship, Tennis Team (Captain)
Director of Customer Services-America’s
As a member of the America’s Management team, responsible for delivering complete Customer satisfaction utilizing system field engineering resources (12) and post sales Customer Support. (6)
Key customers included Verizon Wireless, Millicom, MetroPCS, ViaSat, and scores of Tier2 carriers and enterprise customers.
Customer presentations, RFx responses, lab trials and evaluations, Acceptance Test Plans, field deployments, Reseller and customer training, were all accomplished servicing a large America’s customer base and demanding reseller contracts.
Provided cohesive, effective leadership to a previously ill constructed services organization, and with a constant personal push and drive for needed change was able to accomplish initial key goal of building a well-regarded team of service professionals to continue service excellence.
2006-2010 Camiant Inc. Marlboro, MA
Vice President of Customer Service
As a member of the Executive team, responsible for delivering complete Customer satisfaction utilizing system field engineering and post sales Customer Support.
Key customers included Verizon Wireless and Verizon FiOS (US), Sprint (US), Comcast, TW, Cox, Cablevision (US), Vodafone-UK, Spain, Portugal, Romania, Hungary, British Telecom (Europe). Telstra (AU), Vodafone (New Zealand), Rogers (Canada).
Private, venture backed company whose revenues increased 5x during this growth period. Acquired by Tekelec.
Organizational responsibilities included the management of 11 pre sales engineers on a global basis (5 EMEA, 1 Asia, 5 Americas) as well as the 7x24 TAC center (6 employees) located in Marlboro. The significant hiring of these resources was timed and managed, by balancing the customer needs of the business in relation to the costs and learning curves required for successful support. Additive responsibilities were Customer Training, Product and Partner interoperability qualification, Product Documentation, and ISO qualification engineering. (4 employees)
Customer presentations, RFx responses, lab trials and evaluations, Acceptance Test Plans, field deployments, Reseller and customer training, were all accomplished servicing a large worldwide customer base and demanding reseller contracts.
7x24x365 service was provided complying to differing Service Level Agreements with no penalties incurred, and a 100% reactivation of annual Maintenance fees for value provided by Services was realized with no reduction in fees.
Significant revenue growth and highest competitive ranking of Customer satisfaction in 2010 industry report validated the vendor/customer partnership model deployed. Net result was establishment of Services as a competitive advantage, given the importance of Services as the major vendor requirement in the carrier market, as well as significant revenue producer and profit center for Camiant.
2004-2006 Ellacoya Networks Merrimack, NH
Vice President of Technical Services
Recruited as member of Executive team to evolve fragmented organization into a productive contributor to help grow company revenues. (6x growth in 2 years).
Key customers included BT (UK), Shaw Cable (Canada), VTR (Chile), and Net Brazil. Acquired by Arbor Networks.
Organizational responsibilities included the management of 11 pre sales engineers on a global basis (3 EMEA, 3 Asia, 5 Americas) as well as the 7x24 TAC center (4 employees) in Merrimack, NH.
Accomplishments included establishment of operational engagement model of technical account responsibility servicing all significant accounts. Significant revenue growth and high ranking of customer service satisfaction via formal customer survey feedback validated the vendor/customer partnership model deployed. Net result was establishment of Services as a competitive advantage.
2003-2004 ADC Westborough, MA
Director of Customer Management
Managed a group of Customer Program Managers whose deliverable was to effectively manage all internal cross functional resources to provide selected key customers with one focal point for any issue resolution. Concurrently program managed the major revenue account for the business.
Coordinated the efforts of the whole sales team including pre and post sales engineering to maximize the benefit to the company.
2000-2003 Broadband Access Systems Sr. Customer Program Manager
Managed successful lab evaluations, trial deployments, and production deployments at @Home (only CMTS vendor to obtain Level 2 approval), Cox, AT&T Broadband, and Adelphia. Accomplished by building strong cross functional teams focused on winning. Acquired by ADC.
1998-2000 Sybase, Inc. Sr. Product Planning Manager Concord, MA
Managed and directed the activities of 3 senior architects who researched and recommended future product direction for Sybase’s Data Warehouse Group. Reported to the Vice President of Development.
1997-1998 Intellidex Systems, LLC Senior Product Manager Winthrop, MA
Created project plans to deliver Warehouse Control Center 2.5, managed a
Development schedule to produce the release on time with the specified functionality, supervised 7 developers, managed QA schedule, formalized market/product requirements process for future releases and built technology roadmaps, developed technical partnerships and business liaisons with vendors, and served as backup to the Intellidex salesman. Acquired by Sybase.
1977-1997 Digital Equipment Corporation Maynard, MA
1996-1997 Network Product Business Sales Operations Manager Littleton, MA
Managed the planning and inventory procurement process of the Network Product Business’ major distribution partners, a @500M business.
1992-1996 Emerging Network Technologies Senior Product Manager CATV Products
Developed the business plan which was inclusive of product and market requirements, market sizing, product volume projections, profit and loss statement, competitive analysis, and integration into the affected corporate organizations. Key product, ChannelWorks, was OEM of LAN City Bridge.
Negotiated with third party suppliers and competitors, made sales presentations to customers and solicited feedback for future product enhancement and direction, and managed product trials by key customers.
1988-1991 Networks Business Unit Operations Manager
Managed a six-person operations organization whose major deliverables were focused on generating 2-year volume forecasts. Resultant accuracy of 80% for a low volume/high product mix portfolio was the best in the company during a period of continued revenue growth to over $1B.
1986-1988 Distributed Systems Manufacturing Senior Operations Manager
Collaborated with product management and sales operations groups to produce demand signals to determine manufacturing builds in three worldwide plants. Inventory turns increased by 50%, scrap and obsolescence was reduced by 20%, and 90% on time delivery was accomplished in a business that grew from $200M to $1B in three years.
1982-1985 Maynard Plant Manufacturing Materials Manager Maynard, MA
1977-1982 Salem, NH, Augusta, ME, Nashua, NH, Manufacturing Operations