Tony Pynes

Liaison to ecommerce business executives to ensure IT alignment with business. As primary onsite executive managed technical infrastructure for fulfillment centers, contact center and data center. Senior leader working directly with management to ensure delivery of best practices across enterprise. Oversight of Problem Management, Change Management, Security Administration, and IT Procurement.
• Implemented SAAS tool for global service operations.
• Effectively realigned technical services teams to better meet business requirements for better reporting, more timely resolution of technical issues and streamlined processes.
• Directed IT services teams to focus less on low value areas/develop high value offerings.
• Directed solution delivery vendors for complex global enterprise applications.

SERVUS PARTNERS, High Point, NC JULY 2008-Present
PRACTICE DIRECTOR/CONSULTING EXECUTIVE
Senior services leader helping clients implement and improve services delivery operations, develop governance models and provide oversight to IT services outsourced operations. Led federal contractor to implement change mgt. and governance model of US military healthcare organization.

Driving new practice offering ITIL, COBIT, CMMI, ISMS, PCMM, and other best practices as a consulting offering.

at Dell

(Public Company; 10,001 or more employees; Computer Hardware industry)

January 2004 – April 2006 (2 years 4 months)

Drove globalization of best practices and best of breed infrastructure and applications (EMEA-APAC-Americas)
Defined / directed implementation of organization and services initiatives to reduce global services operating expenses
Led global task force teams to deliver standardized processes and best practices
Developed long-term strategy for delivering high-end services

Director of Professional Services (US, EMEA, Asia) at TechSolve

(Privately Held; 51-200 employees; Information Technology and Services industry)

August 2002 – December 2003 (1 year 5 months)

Focused on operational change management, restructuring and streamlining services while implementing operational control tools to enable acquisition of unit
Developed best practices solutions to services challenges across industries /regions
Integrated project mgt, field mgt, technical support, and solutions architect groups into a more cohesive unit to reduce resource conflicts, streamline processes and develop standard best practices
Upgraded teams to better serve client/enterprise customers and provide immediate responses to customer issues and quick turnaround of SOW
Developed cost controls, metrics, and forecasting models for scaling and executed to budget/SLAs
Led service level agreement negotiations and defined service offerings

VP Global Services (Vienna, Austria) at Topcall

(Public Company; 201-500 employees; Information Technology and Services industry)

April 2001 – May 2002 (1 year 2 months)

Hired by executive board to be the change catalyst to shift corporate focus toward solutions and services capabilities in order to attract buyer
Built consulting services practice from inception to global execution
Developed best practices services policies, processes, and organization for solutions-focused group to support complex unified communication, back-end banking transactions, and business applications integration projects
Developed training programs for sales teams in discovery and selling solutions
Developed solution sets that brought enterprise communications solutions to worldwide customers and industries
Negotiated partnerships with global consulting and service delivery providers

Senior Manager at Dell Online

(Computer Hardware industry)

1999 – 2000 (1 year)

B2B, webMethods, SAP Integration, XML, Program management, vendor relationship negotiations.


Principal Consultant/Manager at I2 Technologies/Smart Technologies

(Computer Software industry)

1997 – 1999 (2 years)

Supplly Chain, enterprise applications, consulting leadership, Internet solutions, engagement management

Regional Consulting Services Manager at Belcan

(Information Technology and Services industry)

1992 – 1996 (4 years)

Client facing, account management, business development, recruiting, consulting services

Other Work at Employers/Clients: EDS, SUN, Nortel, USTEL, Ericsson, Fujitsu, NEC, Rockwell Transmission, US DATA,

(Public Company; 10,001 or more employees; Information Technology and Services industry)

1979 – 1992 (13 years)

Project management of inshore and offshore projects
Customer Service Program for Data Processing Centers
Product Management Plan for Telecom Central Office Switching
-Drivers were move to digital and post-Bell Divestiture
-Worked directly with MCI and other major telecom service providers to define and lead development of central office switching solutions
-Challenges were traceability of requirements through to development
Fuels Management BPR and Analysis Documentation
Communications BPR and Analysis Documentation
Globalization of Configurations Management Tool
Telecom Quality Assurance Program
Force 21 Technology Training Program for US Army