Brian R. Zwaagstra

flipenergySoftware and s/w Development

Oct 30, 2013 (3 years and 5 months ago)

207 views

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

1

Introduction

My tenure
i n professi onal servi ces
and consul ting
embodi es the ful l customer l i fecycl e from b
usi ness
devel opment to
servi ces del i very and practi ce constructi on to l arge
scal e depl oyments.

Methodi cal and i nspi ring, I get thi ngs done.

Professional Services
Practitioner

I sol d, sponsored, managed or di rectl y contri buted to hundreds of successful engagements across customer del i very and
servi ces executi on. I hel d l eadershi p r
ol es i n

fi ve
hi ghl y di verse professi onal servi ces organi zati ons
.

I personal ly managed
three practi ces from
i ncepti on

to mul ti mi l l i on revenue marks.

My experi ence i ncl udes P&L
management, busi ness devel opment, consul tati ve and sol uti on sales, practice mana
gement,
cost center
management,
di rect and i ndi rect resource management,
program and project management, process anal ysis
and engi neeri ng, busi ness automati on and change, governance model i ng, organi zati onal restructuri ng and cost reducti on
,
to
ol devel opmen
t and depl oyments. I del i ghted the customer, exceeded expectati ons and del i vered on budget and on
ti me.

Leader in diverse multicultural environments

I am a strong l eader wi th i nternati onal experi ence. I i nvested the l ast 2.5 years i n Indi a l eadi ng teams th
rough cri ti cal
busi ness change. I have di sti ngui shed mysel f i n mul ti pl e l eadershi p venues over Regi on, Country and Customer i ncl udi ng
management, operati ons and advi sory counci ls. My empl oyees came from mul ti pl e countri es and cul tures
i ncl udi ng
Indi a,
Fi nl
an
d and Germany. I di rected

matri x resources from a dozen more, i ncl udi ng Chi na.

I d
i rected l arge project teams i ncl uding depl oyments of SAP R/3 (100 team members) and Peopl eSoft (30

team members).
Pri vatel y I c
hai red the Marti n Luther Ki ng Jr. Servi ce Pro
ject i n Decatur, Georgi a growi ng i t

from 300 vol unteers to 1,200.
Further,
I
recei ved the Ci ty of Decatur’s Home Town Hero Award i n 2004.

The ri ght i ndi vi dual i n the ri ght posi ti on i s a powerful combi nati on worth expl ori ng.

Ki ndest regards,



Bri an R. Zwa
agstra

C:

404
-
226
-
8195

E:

bri an@zwaagstra.com

W:

www.zwaagstra.net/bri an

CV:

www.zwaagstra.net/bri an/downl oads/bzwaagstra.pdf





“Thank you for your untiring spirit and invaluable contributions you make in every activity you associate with. As they say a
ctions
speak louder than words and that has been absolutely fitting in your case. Your level of responsibility and level of commitm
ent is
simply exemplary and so true of a real leader. I have
learnt

a lot from you. I still feel I haven’t thanked you enough.” Ajay Sethi
;

Manager of Business Improvement Projects, NSN India August 2012

“I love your style and how you manage to find polite

and respectful words in sometimes the nastiest of situations. Your
professionalism, eye to detail and methodical approach will be of great value wherever you go! You have been an amazing
colleague, very supportive, friendly and of c
ourse vibrant with your

presence!
” Kanika Atri
;

Head of Marketing, NSN India August
2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

2

Executive

Summary

Nokia
Siemens

Networks, Inc.



March 2005

to August 2012

Head

of Business Excellence



Governor and member of the Leadershi p Team, Busi ness Operati ons Team and the Country
Management Team.
Responsi bl e for di recti on setti ng, deci si on maki ng and the functi oni ng of managi ng bodi es at a l eadershi p l evel.



Di rector wi th focus on busi ness
performance across al l di sciplines.
Responsi ble for “Busi ness Operati ons
Management”, “Busi nes
s Improvement Projects” and “Process Management”.


Responsi bl e for budget $2.5 mi l l i on.



“Busi ness Operati ons Management”
managi ng

the governance model and effi ci ent executi on for Sal es, Servi ce
Del i very and supporti ng organi zati ons.



“Busi ness Improvement
Projects” del i veri ng i nternal cost reducti ons, organi zati onal restructuri ng, tool
devel opment and depl oyments, busi ness functi onal alignments and busi ness change programs.



“Process Management”
performi ng

process anal ysis, effi ci ency and streaml i ning, gl ob
al process depl oyments,
busi ness process capability and the process mai ntenance model post depl oyment.



Managi ng Di rector
of systemi c “Quote to Cash Busi ness Change Program” wi th 100 i ndi vi duals (55 FTE) depl oyi ng
i ntegrated busi ness process, rol e,
responsi bili ty

and
SAP R/3

customi zati ons to busi ness requi rements
.
Project budget
$5 mi l l ion
i ncluding I
T
di rect spend
onl y.

Indus International, Inc.



August 1999 to February 2005

Practice Manager,
Process Automation




Fi rst Practi ce Manager wi thi n Indus
. Led devel opment for sever
al emergi ng practi ces for
Appl i cati on Integrati on, Data
Mi grati on and Government Servi ces.



Bui l t
Process Automati on consul tancy
from startup to $
3
.5 mi l l i on i n revenue wi thi n the fi rst year of operati on.



Key dri ver i n

the sal es cycl e
wi th revenue and margi n targets. Introduced or mai ntai ned 120+ customer rel ati onships.



Performance ranked i n the top 1% worl dwi de.

ALLTEL Information Services



March 1997 to April 1999

Practice Manager,

ERP

Package Implementation



Led deve
l opment of practi ce framework

for
Appl i cati on Management, ERP Package Impl ementati on, Rapi d
Appl i cati on Devel opment

and Web Devel opment

emergi ng
practi ces
.




Bui l t ERP Packa
ge Impl ementati on

consul tancy from

startup to $2.5 mi l l i on i n revenue whi l e sel f
-
fun
di ng
wi thi n the
fi rst year of operati on.



Co
-
authored “5DLC” methodol ogy;
Defi ne, Desi gn, Devel op, Debug and Depl oy

L
i fe
Cycl e.

Total Solutions Group



February 1996 to March 1997

Consulting Practice Leader
, Group Collaboration



Created and bui l t
Group

Col l a
boration consulti ng practice from startup to $1 mi l l i on i n revenue whi l e sel f
-
fundi ng the
fi rst year. Second year revenues surpassed $2 mi l l ion.



Co
-
created Project Management consul ti ng practi ce speci ali zing i n remedi ati on of runaway projects for IBM Gl oba
l
Servi ces. Thi s practi ce was cri ti cal to successful project bi ds i n excess of $10 mi l l i on the fi rst month of operati on.



Performed as top most bi l l ing consultant i n TSG.

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

3

E
mployment

Detail
& Key Accomplishments

Nokia

Siemens

Networks

Noki a
Si emens
Networks i s the #
2

provi der of tel ecommuni cati ons equi pment
, software

and servi ces worl dwi de. A
joi nt
venture

of Noki a
based i n Hel si nki Fi nl and

and Si emens

based i n Muni ch German
y
,
Noki a
Si emens
Networks operates i n
over
158

countri es

wi th
78
,000 empl oyee
s
.

Head of Business Excellence, India


July 2010 to
August 2012

Head of Quote to Cash Business Change Program, India


January 2010 to
July 2012

Head of Process Management, Ind
ia


January 2010 to July 2010

Di rector
wi th focus on
i nternal
busi ness process effi ciency, i ntegrati on
and performance

across
all di scipli nes
.
Leader

and
key member

of the Leadershi p Team
, Busi ness Operati ons Team

and

the

Indi a Country Management Team

-

the three
most engaged management bodi es i n Regi on.


Responsi bl e for
“Busi ness Operati ons

Management


wi th focus on
the
governance model
and effi ci ent executi on
for

Sal es,
Servi ce
Del i very
and supporti ng
organi zati ons.
Managed “
B
usi ness
I
mprovement
P
rojects
” del i veri ng
i nternal cost
reducti ons,
organi zati ona
l restructuri ng
, to
ol devel opment and depl oyments,
busi ness

functi onal alignments and busi ness
change programs.
M
anage
d


P
rocess

Management
” del i veri ng
process
analysis,
effi ci ency and streaml i ning, gl obal
process depl oyments
,
busi ness

process

capability

a
nd

the
process mai
ntenance model post depl oyment.
Entrusted wi th
speci al projects solving key busi ness i ssues at seni or management l evel.

Key
Accomplishments



Managi ng
Di rector of systemi c “
Q
uote to
C
ash

Bu
si ness
C
hange
P
rogram
, In
d
i a


wi th 100 named i ndi vi duals (55 FTE)
depl oyi ng i ntegrated busi ness process, rol e, responsibi lity and systems

(SAP R/3
) wi thi n Indi a.
Wi del y
consi dered
NSN’s most di ffi cul t project worl dwi de.
The l ast of 140 countri es
,

Indi a compl eti on i s the
cap
stone
of

a
5 year 300+
Mi l l i on Euro i nvestment on the part of NSN. Key chal l enges for
NSN
Indi a i ncl uded
devel opment of a
c
ustom
t
ax
engi ne

under

hi ghl y compl ex regul atory
envi ronment, busi ness change on a l arge scal e
, constant resource change
(
18% attri ti on)

and mat
ri x i nternati onal way of worki ng (Germany, Fi nl and, US, Indi a
, Chi na
).



Formul ated, proposed and establ i shed a joi nt stakehol der
al l iance

to provi de end
-
to
-
end vi si bility and accountabi lity
for
Indi a

centri c
process and depl oyment acti vi ti es
. Tri ggered by 1
2 si mul taneous projects
manage
d
by di sparate
organi zati ons
,

yet

sufferi ng

unrecogni zed i nterdependenci es

causi ng del ay and rework
. Vi ewed as an NSN best
practi ce for accountabi l ity and l eadershi p.



Managi ng Di rector of “Common Sal es Program”
. Depl oyed
NSN
gl obal product portfol i o i n the sal es i nterface (
bi l l of
materi al s

for order)

wi th
i ntegrati on to SAP R/3 repl aci ng exi sti ng busi ness process, rol e and responsi biliti es.



Named Head of the Project Management Offi ce NSN Restructuri ng Indi a wi th responsi bi lit
y across OPEX Reducti on,
i nternal Head Count Reducti on, external Head Count Reducti on and Real Estate savi ng projects.



Ini ti ated and oversaw devel opment of the “Lead, Engage & Achi eve Program”. Thi s accl aimed program fi nanci ally
rewarded exempl ary empl oyee

and team performance i n Leadershi p, Innovati on and Servi ce Excel l ence categori es.
Uni que to Indi a
;

thi s program started i n Customer Operati ons but expanded to al l Indi a based organi zati ons. The
program i s consi dered i mportant to mai ntai ni ng empl oyee moti v
ati on through NSN transi ti on and restructuri ng
efforts.

“Brian is a results
-
oriented leader, who is passionate about the people who work for him, in conjunction with the success of the
Company Business performance indicators. As his subordinate, I see h
e focuses on 3 primary areas: People, Business, & Innovation /
Growth areas. People: He has a r
1075 Peachtree Street, Suite 3650, Atlanta, GA 30309
eputation in the company to bring creative
initiatives to reinvigorate the morale of organizations. His focus

on people is remarkable and hard to find in today’s dog
-
eat
-
dog
market environment. Business: On process excellence area, he is a mentor to all, on where to focus to insure the company targ
ets
are achieved. Growth: Brian is also a visionary to look into t
he future on the new Growth areas on new technologies and needs of
the customers. I would strongly recommend Brian to any VP / Director / Head level position and have learned more from him whi
ch
is a learning asset for my future.”
Lalit Saraf
;

Business

Dep
loyment Manager
,

NSN India October 2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

4

Nokia Siemens Networks

(continued from previous page)

Customer Process Manager,

North America


April 2007 to
J
anuary 2010

Quote to Cash Process Manager
, North America


November 2008 to
January

2010

Acting Head of Business Excellence


April 2009 through November 2009

Seni or
Manager wi th focus on

i nternal

busi ness process

effi ciency, i ntegrati on
and performance i n
the sal es and
marketi ng context.

Leadershi p responsi bi lity across process areas i n North

Ameri ca.

Responsi bl e for the acti vi ti es,
performance and prof
essi onal devel opment of 16
di rect l i ne
head count
.

S
trateg
i ze
d

wi th busi ness owners and establ i sh
ed

pri oriti es based on busi ness i mpact. Set process objecti ves to
communi cated pri ori ti es.
Establ
ish
ed

consol idated

roadmap to process objecti ves and gl obal depl oyment efforts.
Moni tor
ed

progress agai nst objecti ves and roadmap. Achi eve
d

project objecti ves and del i verabl es.
Sought

and obtai n
ed

process effi ci enci es. Evangel i ze
d

common busi ness processes

end
-
to end
. Dr
ove
al i gnment of
l ocal
objecti ves wi th gl obal
pl anni ng.
Engage
d

i n conti nuous process i mprovement wi th gl obal counterparts.

Key
Accomplishments



Competi ti vel y sel ected for Noki a Si emens Networks 2009/2010 Emergi ng Leader Program, a
coordi nated approach to
enhance and accel erate capabi li ties of next generati on strategi c l eaders.



Eval uated as Outstandi ng, the top ti er of performance rank
i ng, pl aci ng i n the top 5% worl dwi de.



Named to Noki a Si emens Networks Leadershi p Counci l, a team foc
used on i mprovi ng empl oyee communi cati ons &
representi ng empl oyees i n deci si on
-
maki ng.



Sel ected for
speci al
retenti on i n transi ti on to Noki a Si emens Networks joi nt venture.



Led
Noki a Si emens Networks

joi nt venture i
ntegrati on
for
Marketi ng and Sal es.

Leade
rshi p
topi cs

i
ncl uded job grade
harmoni zati on between l egacy organi zati ons, real ization of head count targets, i nsti tuti ng organi zati onal structure
and recursi vel y mappi ng peopl e to posi ti ons l ayer by organi zati on l ayer, depl oyment of rol e responsi bi liti es

to fi l led
posi ti ons, trai ning organi zati onal mode of worki ng, depl oyment and uti l i zati on of processes and tool s.

Al so l ed the
consol i dati on of l egal enti ti es i n the Uni ted States and noti fi cati on of customers per contractual terms.



Formul ated, proposed an
d establ i shed a joi nt stakehol der management board to provi de end
-
to
-
end vi si bility and
accountabi l ity for regi onal processes covered under the “Quote to Cash”

vi ew of gl obal processes
.
Member
representati on on the board i ncl uded Account Teams, Sol uti on Sa
l es Management, Servi ce Busi ness Li nes (Network
Impl ementati on, Consul ti ng & Systems

Integrati on, Managed Servi ces and
Care), Fi nance & Control, Procurement and
Logi sti cs.



Created and managed the hi ghl y successful and gl obal best practi ce “
Quote to Cash P
rocess Road Show
”. The road
show detai l ed steps, del i verabl es, rol es and responsi bilities across functi onal boundaries al ong the “Quote to Cash”
vi ew of gl obal processes
. Th
i s
event was hi ghl y i nteracti ve i ncl uding group work, games and pri zes that emphasi
zed
key l earni ng. Thi s trai ni ng program rol led out to 500
+ peopl e

across 9 l ocations i n North Ameri ca spann
i ng
Account
Teams, Sol uti on Sal es Management, Servi ce Busi ness Li nes, Fi nance & Control, Procurement and Logi sti cs.



Oversaw concepti ng, devel opment,
testi ng and acceptance of a new functi on wi thi n an exi sti ng tool that enabl ed
Servi ce Busi ness Li nes to tri gger transacti ons wi thi n our Logi sti cs organization. T
r
i gger capabi lity i ncl uded
just
-
in
-
ti me

Sal es Order creati on, suppl i er PO creati on,
Internal
Acceptance
,
Goods Recei pt
,
Customer Acceptance
and
Invoi ce
transacti ons. Tri ggers were ful l y i ntegrated i nto exi sti ng Logi sti cs work management system al l owi ng a uni fi ed
i nterface
.
T
he system al so serves as
evi dence

for Sarbanes Oxl ey (SOX)
.



“It is my p
leasure to have known such a professional like you. I never imagined that the deployment of SAP R/3 will go so smooth
with Cap Gemini & I always thought that we will spend sleepless nights in order to bring it to optimal use. This was all poss
ible with
you
r strong commitment & leadership during the last couple of years.” Vijayant Mathur: Head of Order Management, NSN India
August 2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

5

Nokia Siemens Networks

(continued from previous page)

Head of Area,
Services
Process & Tools North America



March

200
6

to

April 2007

Manager, Logistics Process & Tools North America


October 2005 to March 2006

Principal

Consultant


March 2005 to October 2005

Manager wi th focus on busi ness process effi ciency,
process i ntegrati on, tool s i nterface

and performance measurement
.
Engage
d

i n conti nuous process i mprovement
,

i denti f
i ed

and arrest
ed

revenue l eakage
and

i
ncrease
d

vi si bility i nto process
heal th and functi on
.


Key
Accomplishments



Formul ated, proposed and establ i shed a joi nt stakehol der management board to joi ntl y propos
e and pri ori ti ze
Servi ces Processes and Tool s efforts i n North Ameri ca
. U
ni fi ed Servi ce Busi ness Li nes (Network Integrati on, Care,
Managed Servi ces) i nto a si ngl e requi rements body

for the fi rst ti me
.



Proposed and oversaw concepti ng, devel opment, testi ng a
nd acceptance of
a

customer quotati on management
appl i cation, “eQuote”. Functi onal i ty i ncluded quote generati on from a gi ven bi l l of materi al s, terms and condi ti on
management, vari abl e output formatti ng dependi ng upon customer and the requi rements of the
q
uote, quote
approval workfl ow,

conversi on to PDF format and
eMai l
.



Depl oyed
Noki a “
Syncro

and

Sel f Bi l l i ng Interface


tool s

al l ow
i ng

Noki a to transfer Purchase Orders to vendors
el ectroni cal ly and
,

when compl ete
,

generate a matchi ng
i
nv
oi ce

on behal f of
the suppl i er.



Proposed and oversaw concepti ng, devel opment, testi ng and acceptance of an onl i ne busi ness i ntel ligence
reporti ng
portal
. For the fi rst ti me
,

data was matched and i ntegrated between di fferent systems i ncl udi ng (SAP R/3 (Suppl y
Chai n, Fi nanci a
l Management and Manufacturi ng) and Network Impl ementati on project management. System
provi ded vi si bi lity of a customer order from Sal es Order creati on, to source of suppl y orderi ng, to del i ver
y

or
i mpl ementati on and
, fi nal l y,
t
o i nvoi ce and cash. The repo
rt

port
al
evol ved i nto

the work management system of the
Logi sti cs organi zation and the method of i nteracti on wi th servi ce busi ness l i nes.



Oversaw the devel opment of an extra works process i n Network Impl ementati on i n response to an i ncreasi ng trend
i n ser
vi ce del i very. Process accommodated both bi l l abl e and non
-
bi l lable extra (i.e. non scope) works encountered i n
the course of performi ng agreed scope. Wi th thi s process Noki a was abl e to document, moni tor and achi eve
customer
p
urchase
o
rders for bi l l abl e wo
rks and quanti fy non
-
bi l l able works for eval uati on and process
i mprovement.



Anal yzed, proposed and devel oped an
Order Management
busi ness
reporti ng
package
,

uni fyi ng several appl icati ons
that
spanned

the
order management process
es
. Busi ness i ntel l igence, i
ncl uding trendi ng, al l ow
ed
performance
patterns to be i denti fi ed and track progress of correcti ve acti ons.


“It was your high quality of work and ability to handle wide variety of issues and personalities which has impressed me the m
ost. I
have copied a few of your styles and documents, which you have been using for tracking projects and follow
-
up actions. Your
absence from Country Management Team will be a loss and I am sure all will miss your good work, patience and foresight. You a
re
one of the few guys I would like to meet again in this life.” Shakti Rana
;

Head of Health Safety and Security
, NSN India August
2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

6

Indus International, Inc.

Indus Internati onal
was

the worl d's l eadi ng provi der of Enterpri se Asset Management (EAM) sol uti ons
-

products and
servi ces that

i mprove
d

busi ness performance through better management of assets.

Headquartered i n Atl anta,
Georgi a, Indus provi de
d

software and servi ces i n more than 40 countri es and ha
d

offi ces
Worl dwi de. Indus rated #27 on MSI’s Top 100 Software Profi l es and the 27th best performi ng company i n Georgi a
accordi ng to Pri cewaterhouseCoopers LLP i n 2002. Indus ser
ve
d

the Communi cati ons, Defense, Faci l i ties Management,
Manufacturi ng, Transi t, Uti l i ti es and Power Generati on markets.

Practice Manager,
Process Automation



August 1999 to January 2003

Principal Consultant


February 2003 to February 2005

Manager of prof
essi onal se
rvi ces consulti ng practice
wi th focus on busi ness process automati on i n the enter
pri se asset
management context.

Responsi bi l ities i nclude
d

servi ce del i very methodol ogy, servi ces best practi ce, detai l ed cost and durati on esti mati on,
quotes for se
rvi ces engagements, servi ces contract devel opment and negoti ati on, servi ces proposal devel opment and
presentati ons, RFP/RFI response, pre
-
contract consul ti ng and executi ve l evel busi ness consul ting. Integral part of the sales
cycl e servi ng to posi ti on the
val ue of
Indi a
Professional Servi ces and project del i verabl es as wel l as product feature and
functi on. Work
ed

cl osel y wi th Busi ness Devel opment i n l ead generati on and qual i ficati on, Product Devel opment i n
product di recti on and feature enhancement, Customer

Support i n cl i ent escal ati on and Human Resources i n consul tant
hi ri ng and professi onal devel opment.

Di rect
ed

project pl anni ng efforts, provi de
d project oversi ght
and i ssue escal ation across Indus i mpl ementati ons
worl dwi de. Responsi bl e for al l aspects of
i mpl ementati on process from managi ng i mpl ementati on pl ans and budgets, to
schedul i ng resources

and go
-
l i ve strategi es.
Led busi ness process redesi gn/engi neeri ng, appl i cation desi gn, techni cal
archi tecture, busi ness conti nuity pl anning, appl i cation devel opm
ent, appl i cati on testi ng, appl i cation documentati on, data
mi grati on, trai ni ng and go
-
l i ve acti vi ti es.

Key
Accomplishments



Rated wi thi n top 1% across Indus worl dwide i n 2001 and
agai n i n
2002
.



Fi rst Practi ce Manager wi thi n Indus. Led devel opment of practi ce

ori ented framework for several emergi ng practi ces
i ncl udi ng the Appl i cati on Integrati on, Data Mi grati on and Government Servi ces.



Grew servi ces revenues from $650,000 i n 1999, $1,745,000 i n year 200
1, $2,000,000 i n year 2002 and
$2,000,000
agai n
i n year 20
03.



Di rectl y attri butabl e for over $1,000,000

i n

l i cense sales and $2,000,000
i n
servi ces sales.




Devel oped comprehensi ve servi ce del i very methodol ogy, del i verabl e templ ates and tool s. Methodol ogy covered al l
aspects of engagement model i ncl udi ng scoping, pl anning, busi ness process engi neeri ng, software/hardware
i nstal lation, architecture desi gn and si
zi ng, busi ness conti nuity pl anning and depl oyment.



Devel oped comprehensi ve i mpl ementati on servi ces esti mati on methodol ogy and tool set. Tool queri es cl i ent
requi rements and outputs a compl ete Work Breakdown Structure, fees broken down by resource and proj
ect area,
Assumpti ons, In
-
scope and Out
-
Of
-
Scope product features.

“There was 100% professional approach in all engagements you had with me and others in the Leadership Team. Above all, you
always had a smile despite the high work pressure.” Sanjay Rai
na
;

Head of Idea Customer Account Team
,

NSN India

August 2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

7

ALLTEL Information Services

ALLTEL Informati on Servi ces,
wi th

cl i ents i n more than 50 countri es and terri tori es, provi de
d

i nformati on processi ng
management, outsourci ng servi ces, professi onal c
onsulting and appl i cation software to the fi nanci al, mortgage and
tel ecommuni cati ons i ndustri es. ALLTEL focuse
d

on best
-
of
-
breed market l eadershi p and best
-
of
-
sui te i ntegrated
sol uti ons, based on the busi ness know
-
how and experi ence of nearl y 40 years i n t
he i ndustry. ALLTEL systems and
supporti ng busi ness processes
were

the foundati on of some of the worl d's most successful fi nancial servi ces
organi zati ons.

Practice Manager,
ERP
Package Implementation



March 1997 to April 1999

Manager of professi onal servi
ces consulti ng practice wi th hori zontal focus across verti cal i ndustries. Profi t and l oss
responsi bi lity for budget i n excess of $2.5 mi l l i on.

Responsi bi l ities i ncluded market anal ysi s and business pl an devel opment, product and servi ce col l ateral devel opm
ent
(brochures, success stori es, case studi es, whi te papers), busi ness devel opment and sal es support (RFP response, l ead
qual i fi cation, pre
-
sal es consul tati on, ROI anal ysis, sales force educati on, servi ces presentati ons and proposals), contract
negoti ati on
, contract admi ni strati on, vendor management, fi nanci al management, budgeti ng, forecasts, performance
eval uati ons, meri t revi ews, promoti ons and di sci plinary acti on. Recrui ted empl oyees rangi ng from juni or devel opers to
seni or busi ness

analysts and project

managers both domesti cal l y and
i nternati onally

through the H1B Vi sa program.
Di rected project pl anni ng efforts, provi ded project oversi ght, project support and i ssue escal ati on. Responsi ble for al l
aspects of i mpl ementati on process from managi ng i mpl ement
ati on pl ans and budgets, to schedul i ng resources

and go
-
l i ve strategi es.

Key
Accomplishments



Created professi onal servi ces di vi sion i niti ati ng Appl i cation Management, ERP Package Impl ementati on, Rapi d
Appl i cati on Devel opment

and Web Devel opment consul ti ng
practi ces.
Researched and e
stabl i shed busi ness cases for
B
oard of
D
i rectors and obtai ned fundi ng through market anal ysis, cost to benefi t anal ysi s

and al ignment wi th
corporate strategi c goal s.



Bui l t ERP Package Impl ementati on consul ti ng practi ce from startup to $2.5 mi l l i on i n revenue whi l e sel f
-
fundi ng and
profi tabl e wi thi n the fi rst year of operati on.



Co
-
authored 5DLC

(Defi ne, Desi gn, Devel op, Debug and Depl oy)

a l i fe cycl e methodol ogy for
cu
stom
devel opment
and i mpl ementati on

projects
. Methodol ogy became standard across
the enti re Al l tel Professi onal Servi ces
organi zati on. The 5DLC was desi gned to reduce project ri sk, i ncrease project margi ns and serv
e

as evi dence of
experti se i n competi ti ve
sal es opportuni ti es.



Acqui red a si gni fi cantly over budget and off schedul e Peopl eSoft Inc. HRMS i mpl ementati on and managed i t back to
schedul e.
As Project Di rector I oversaw a dedi cated Project Offi ce, 28 ful l ti me resources and more than $10 mi l l i on in
expendi ture. Project resources were a mi x of di rect reports,

matri x Al l tel empl oyees and consul tants from vari ous
vendors.
Uti l i zed Progressi ve Wave Pl anni ng to scope and execute mul ti pl e paral l el configura
tion and customi zati on
efforts (i.e. Fast Tracki ng
).

“I still remember you called me the 1st time during a lunchtime for about 30 min in year 2009, asking me in details why some
Change Requests are still pending in analyze phase. I still remember you marked phase 2 schedule tasks on A4 papers and stic
k
them to the wall of meeting room, to re
-
schedule in a more accurate and more reasonable way. I’ve learnt a lot from you, and you
are the best PM, you making the whole team concentrate on the task and try our best to do everything to meet our target.” Gao

Yu
;

Order Management, NSN C
hina August 2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

8

Total Solutions Group

Total Sol uti ons
Group

(TSG)

was

an IBM busi ness partner provi di ng IBM hardware and software servi ces across all
i ndustri es. TSG
was
the l eader i n IBM techni cal consul ting servi ces i n the M
i dwest. Areas of experti se i ncl ude
d

AIX
i nstal lation and admi ni stration, IBM SP i nstal lati on and admi nistrati on, Router confi gurati on and set up, Ti vol i Storage
Manager (TSM) Instal lation and Impl ementati on, SAN and storage pl anni ng and i mpl ementati on, di s
aster recovery
pl anni ng and testi ng and Websphere i nstal lati on and confi gurati on.

Consulting Practice Leader
, Group Collaboration



February 1996 to March 1997

Leader of consul ti ng practi ce wi th hori zontal focus across verti cal i ndustries. Responsi bilitie
s i ncluded busi ness analysis
and pl anni ng, fi nanci al pl anning, budgeti ng, consul tant compensati on pl ans, job descri ptions and ski lls matri x, recrui ting

and general admi ni strati on. Performed as project manager, l ead techni cal anal yst and pri ncipal business
consultant.

Key
Accomplishments



Performed as top
most
bi l l ing consultant i n TSG.




Created and bui l t
Group
Col l aboration consulti ng practice from startup to $1 mi l l i on i n revenue whi l e sel f
-
fundi ng the
fi rst year. Second year revenues surpassed $2 mi l l ion.



Co
-
created Project Management consul ti ng practi ce speci ali zing i n remedi ati on of runaway projects for IBM Gl obal
Servi ces. Thi s practi ce was cri ti cal to successful project bi ds i n excess of $10 mi l l i on wi thi n the fi rst month of
operati on.



Desi gned and mana
ged i nstal lation of compl ete LAN/WAN repl acement for a major Atl anta
-
based properti es
company spanni ng 145 remote l ocati ons. Coordi nated l ocal and vendor staff for purpose of i nstal lati on/upgrading
cabl e pl ant, i nstal lation of col l apsed 100BaseFX dupl ex ba
ckbone (hubs/swi tches/routers) and servi ce l evel
s

agreements.



Engi neered hi ghl y di stri buted Lotus Notes domai n for a l arge commerci al property fi rm. A total of 22 servers
accommodated over 2000 users spread across 60 l ocations i n 10 di fferent countri es.



M
astermi nded appl i cation desi gn effort and rol l out of a compl ete busi ness automati on system for a l arge IBM
consul ti ng partner. System scope i ncl uded but was not l i mi ted to customer i nformati on, order entry, quote
generati on, sal es agreement generati on, PO
generati on wi th i nterfaces to vendors, sal es forecasti ng, sales hi story,
consul tant ti me tracki ng

and i nvoi ci ng.



Crafted and i ni ti ated depl oyment/rol l out pl an for mi grati on from 16,000 Mac
I
ntoshs to PCs across the US for a
Northeast based i nsurance company
.

“With your quality of patience and perseverance things have always fallen in place. Honestly there will be a vacuum created w
ith
you leaving us.”
-

Nipun Bansal, Head of Finance & Control
;

Bharti Customer Account Team
,

NSN India

August 2012

“Your coo
l, focused & systematic approach always helped us a lot & for sure it will be missed.” Arvind Sanwal
;

Service Delivery, NSN
India

August 2012


“It was truly a great experience working with you. Professionalism at its best!!” Gopa Kumar
;

Head of Global Pro
curement, NSN
India

August 2012

“I have learned NSN process management from you and then always appreciated your knowledgeable view, thanks for your
experience and coachin
g support” Irina Gladkova, NSN Egypt August 2012

Brian R. Zwaagstra

bri an@zwaagstra.com

:E

131 Jefferson Pl ace

+1
.
404
.
226
.
8195


:C

D
ecatur, Georgi a 30030

www.zwaagstra.net/bri an


:W

9

International Business Machines Cor
poration

IBM Corporati on i s the worl d's l argest i nformati on technol ogy company, wi th
9
0 years of l eadershi p i n hel pi ng busi nesses
i nnovate. Drawi ng on resources from across IBM and key Busi ness Partners, IBM offers a wi de range of servi ces, sol uti ons
and t
echnol ogi es that enabl e customers, l arge and smal l, to take ful l advantage of the new era of e
-
busi ness.

Regional Technical Coordinator


January 1995 to February 1996

Managed data i nformati on systems across Southeast Uni ted States. Responsi bl e for WAN
servi ce l evel s and mai ntenance
spanni ng several l ocations. Technol ogi es i ncluded Ci sco routers, 3Com swi tches and VLAN.

Senior Network Analyst


December 1993 to January 1994

Managed l arge di vi si onal IS faci lity. Responsi ble for
al l

network devi ces i ncl udi
ng 18
Lotus
Notes servers, 15 NetWare
servers, 30 pri nt servers

and over 500 PCs. Technol ogi es i ncl uded systems management tool s such as Ope
nVi ew,
SystemVi ew, RMON probes and
SNMP capabl e hubs / swi tches / routers / servers.

Technical Support Specialist


September 1991 to December 1993

Provi de
d

tel ephone support for
Lotus Devel opment, a whol l y owned subsi diary of IBM
. Grew posi ti on i nto admi ni strator
and devel oper of Lotus Notes based customer support and tracki ng appl i cati on for the support cal l center. R
esponsi bl e for
the storage and anal ysis of support cal l trends.

Key
Accomplishments



Desi gned Netware di stri buted di rectory structure enterpri se
-
wi de.



Ini ti ated and performed upgrade to l ayer swi tchi ng between edge devi ces wi thi n the di vi sional facility.
Fi rst use of
l ayer swi tchi ng enterpri se
-
wi de.



Pi oneered use of VLANs wi thi n the enterpri se.



Devel oped cal l center appl i cati on and database.


Education

Bachel or of Sci ence: Uni versi ty of Il l i nois, 1990

Project Management Professi onal certi ficati on: Project
Management Insti tute, 1999


2003


Civic
Involvement

Chai rman, Decatur’s Marti n Luther Ki ng Jr. Servi ces Project

2007
-

2009

2004 Home Town Hero Award, Ci ty of Decatur