WAYNE A. GILSON
Renton, WA 98058
Home: 425-749-1073 Cell: 425-749-1073
Highly versatile technology executive and operations manager. Proven success in defining and deploying strategic business and organization systems that implement operation strategies. A competitive entrepreneurial spirit combining project management and business development skills with a track record of delivering results. Innovative in the design and execution of strategies that support revenue opportunities and building programs to exploit them.
CORE COMPETENCIES:
Management/Leadership:
• Innovative leader with over 20 years experience leading cohesive, motivated revenue generating pre-post sales technical support teams.
• Proven track record of developing Sales Support utilization metrics and policies that resulted in increased revenue and decreased expenses.
• Uncanny reputation for recruiting, training and retaining only the best team players.
• Received Presidents Award for outstanding Leadership in 2008 at Captaris.
Team Building:
• Known for skills in successfully integrating disparate groups.
• Successfully built three outstanding technical/solution teams at 3 different companies.
• Proven track record of building and leading effective teams with excellent management skills and the ability to motivate a world class Sales Support organization.
• Recognized by Senior Leadership for employee performance techniques and extremely high retention rates.
Communications:
• Persuasive communicator with well-developed, genuine presentation and negotiation skills.
• Trusted advisor in all C level executive management’s short/long term organizational goals and objectives.
• Exceptional leadership, organizational, oral/written communication, interpersonal, analytical and problem resolutions skills.
• Pioneered critical, innovative communication lines between the Field and Corporate.
Customer Focus:
• Orchestrated numerous Customer Focus/Satisfaction programs that resulted in a substantial increase in customer retention.
• “Go To Guy” for all critical customer satisfaction issues.
• Un-matched passion for Customer advocacy and service.
PROFESSIONAL EXPERIENCE
AVUE TECHNOLOGIES JAN2010 – PRESENT
Avue Technologies is the recognized market leader and technology innovator in public sector management platforms (PS/MP). The company provides the public sector with integrated cloud technology and service solutions that dramatically increase enterprise-wide visibility and management effectiveness, workforce productivity, and manager and worker satisfaction
Director, Business Analytics and Quality Assurance
Manages Human Resources Information Systems projects for major public sector agencies. Designs, develops, modifies, and/or implements complex automated HR data processing and networking system solutions which provide decision-making information support related to HR management programs. Conceives and implements new initiatives and implements Project Management best practices in projects to strengthen, facilitate, and integrate programs. Responsible for directing the Cloud Quality Assurance and Testing Modules involved in the Avue Digital Services Software offering. Directed and led the 2nd Level Concierge Support Team which was responsible for all Top Level critical account resolution.
CAPTARIS, INC, BELLEVUE, WA MAR 2005 – NOV 2009
Captaris, Inc. was a leading provider of software products that automate business processes, manage documents electronically and provide efficient information delivery.
Director of Sales Engineering and Services
Directed a team of Sales Support Engineers to assist the Enterprise Sales team in analyzing customer problems, consulting, and designing a fitting set of Captaris products, models and solutions to meet the needs of existing and potential customers. This position generally requires the ability to interact with end users and clients and work with a wide base of platforms and technologies. Also responsible for directing a team of Professional Services Engagement Managers responsible for driving and managing Professional Services Engagements throughout North America. This entails the responsibility for the recruiting, management and career development of the engagement management staff. Project Managed, developed and maintained time/activity tracking tool called the SE Activity Portal, to gather the activities of the Sales Engineers which helped Captaris measure and evaluate the activity from a number of different vantage points and also resulted in a 20% decrease in expenses. Also developed an RFP/RFQ response template and product information database which in turn cut the RFP/RFQ response time in half. Spearheaded the Project Management Team by providing expert knowledge and thought leadership in the integration of RightFax, Workflow and Alchemy for numerous customer integration projects.
CASABYTE, INC, Renton, WA Mar 2001 – Feb 2005
Casabyte, Inc is a provider of Quality of Service Solutions that optimize monitoring and auditing of wireless networks, supporting a wide range of wireless standards such as TDMA, CDMA, GSM, GPRS, 1xRTT and EDGE.
Director of Professional Services & Customer Support
Administered all Customer Support functions with major customers such as AT&T Wireless, Verizon, Lucent, Western Wireless, T-Mobile and Cingular. Responsible for consulting practices in the areas of customized auditing, scripting, software development and OSS optimization plan, implementing and managing wireless network’s end-to-end quality of service. Professional Services is responsible for practices such as Revenue Assurance, Network Operations and Network Engineering – Optimizing wireless networks to ensure realization of full revenue potential. Project Manager for scheduling, script creation and installation of over 1000 Remote Cellular Test Probes(RCATS) in over 500 retail outlets for T-Mobile, AT&T & Verizon. This project included reporting test results back to C...
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