STEVE FIVEASH

Marietta, Georgia 30066

404.543.4731 stevefiveash@comcast.net
EXECUTIVE MANAGEMENT / BUSINESS LEADERSHIP
Results-driven executive leader with more than 20 years experience impacting the visibility, profitability,
and operational performance of some of the largest telecommunications and high-tech service providers
in the world. Highly organized self-starter with excellent track record of delivering strong revenue and
profit results in start-up, turnaround and high-growth organizations. Skillful at empowering employees to
highlight individual aptitudes while collaborating as a unit. Adept leader, strategic planner, and creative
developer with effective customer-service skills and demonstrated ability to architect, negotiate,
implement and maintain tailor-made client solutions, build relationships, communicate solution strategy
and product offerings, and provide technical expertise, support, and training to staff and customers.
Managed Services Professional Services Team Leadership, Mentoring, & Training Network
Management Change Management Operational Expertise Budget & Resource Allocation Vendor
Management Contract Negotiations Customer Service Call Center Management Mergers &
Acquisitions Operational Streamlining
Business Development Outsourcing Insourcing Cost Reduction Product Development
Relationship Building Contract Negotiation Employee Relations Data Center Management and
Development Strategic & Tactical Planning International Business Voice Technology Convergence
Sales Leadership P&L Accountability
PROFESSIONAL EXPERIENCE
HP, Marietta, Georgia (Virtual Office) 11/2014 Present
Client Delivery Executive for the Avaya APCS Account
AVAYA, Marietta, Georgia (Virtual Office) 02/2010 11/2014
Large telecommunications company providing Unified Communications, Contact Center, Managed
Services and the product and services to support those and other lines of Business.
Head of Managed Services: Leading the strategic Accounts Organization, responsible for customer
satisfaction and revenue retention. Fulfilled 98% of revenue year over year run rate through teams of
Client Business Managers responsible for the post sale commercials with our customers and driving
revenue through the up sell of products and services, partnering with Service Delivery Managers
responsible for the technical integrity of the services being provided by the managed services
organization.
Commanding Day 2 Service Delivery functions for the Managed Services Line of Business including all
post-implementation customer facing groups. Such as, Customer Focus Teams, Service Desks, Tier 1
through Tier 4 engineering, Network Operation Centers, along with the technology infrastructure, tools
and process teams that support all activities Globally..
Responsible for the consolidation and mainstreaming of multiple standalone lines of business while
consolidating the Service Delivery platforms by gathering requirements from all departments and
organizations within Avaya. Produced the RFP for the Quote to Cash web enabled, ITIL aligned
managed platform and awarded the project to a vendor. This platform replaced multiple globally
dispersed platforms producing efficiencies in business operations, billing and invoice management,
service management, partner self-enablement while being vendor agnostic resulting in $13 million dollars
of savings in 5 years.
IE TELCO SOLUTIONS, Downers Grove, Illinois 08/2008 02/2010
Startup of an international company in the US purchased by a Venture Capital group. The company
brought a proprietary software specifically created to reduce telecom access spend and offered project
based and managed service options.

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Head of US Business: Created all sales and marketing initiatives to include: sales literature, agent
agreements, customer presentations, investor presentations and contracts. Efforts in the first four months
resulted in contracts potentially worth $20 Million, in the telco, enterprise, and state government spaces.
Additionally, secured $500,000 in funding.
NUVOX COMMUNICATIONS, Greenville, South Carolina 2006- 2008
Multimillion dollar company providing managed communication and IT solutions to small and mid-sized
business customers in 16 states.
Senior Vice President, Business Operations and Development: As a member of the executive team, I
created and managed a $204 million operating and $54 million capital budgets, Provided strategic,
financial, legal and negotiations expertise for corporate development initiatives. Identified industry trends
to align technologies with long range planning by teaming with all organizations to insure operational
plans were aligned with corporate directions and systems supported them. Devised and executed
strategic and tactical action plans, utilizing a business approach focused on improving financial
performance in a P&L environment to drive achievement of corporate objectives. Supported sales growth
through revamping the sales engineering teams and support. Orchestrated due diligence reviews for M&A
activities in cooperation with outside financial advisors, accountants and legal counsel. Led management
team in identifying and correcting problems encountered from acquiring and integrating another company
while reducing and streamlining overhead expenses, strengthening productivity, overhauling
operating processes and systems, and resolving quality issues
Specific Accomplishments:
Revitalized Program Management Office, improving successful capital project completion rate to 97%
from 20%.
Transformed previously disjointed sales engineering organization, streamlining operations and
successfully refocusing efforts toward innovative service solutions.
Managed a highly successful merger and transition with FDN, delivering all projects on time and
under budget by $2 million.
Developed and launched web-based, interactive training modules resulting in 50% increase in
participation and 25% reduction in training costs.
Slashed order entry staffing requirements by half; centralized and increased productivity per person
by 30%.
Fostered employee empowerment and participative management practices throughout the
organization leading to increased productivity.
Transitioned strategy into tactical plans to drive market growth and diversification.
MCI / VERIZON BUSINESS, Ashburn, Virginia & Alpharetta, Georgia 2003-2006
Global telecommunications company with more than 25,000 employees.
Independent Consultant: Challenged to refocus organization and to adopt a customer-driven
management philosophy to streamline operations and capture and maintain competitive lead. Evaluated
management structure and provided strategies for realignment. Designed and implemented performance
improvement initiatives. Teamed with corporate strategy and development organization to provide due
diligence and integration support for M&A projects.

STEVE FIVEASH Page 3 stevefiveash@comcast.net

Specific Accomplishments:
Delivered comprehensive strategies and recommendations; all were accepted and implemented
leading to organization-wide efficiency improvement and new revenue generation.
Introduced innovative technologies and work systems to drive continuous process improvement
leading to reduced cost and increased productivity.
ORANGE BUSINESS SERVICES (Formally EQUANT), Paris, France 2001-2003
Recognized leader in global data and IP services for multinational businesses with approximately $3
billion in annual revenues.
Senior Vice President, Network and Customer Service Management (2003): Oversaw performance of
global corporate network, internal and external datacenters and private customer networks in 140+
countries. Directed network management and customer care centers around the world, building dynamic
operations team of 1,000+ employees in 100 countries. Established and executed global security a
practice, including internal network and data security, physical property security, and employee
investigations. Partnered with sales and marketing departments to enhance service offerings and
products, increase revenue, and maximize customer satisfaction.
Specific Accomplishments
Restructured daily operations of network management centers, eliminating 24/7 work schedules in
multiple locations, leading to 20% cost reduction and improved employee morale.
Established a functional change management team that focused on application availability through
quality of changes made to internal and external infrastructure which accounted for 75% fewer
anomalies, avoiding costly outages which impacted customers and internal services.
Led company to achieve Telemarks highest honor of Best in Class for customer satisfaction in 11 of
15 categories.
Decreased telecom costs by approximately $900K
Senior Vice President, Customer Service Operations (2001-2003): Held full responsibility for all
customer care functions, managing $500 million dollar budget and directing global field operations in
100+ countries. Guided corporate expansion and development during and after merger with 2
international companies. Delivered and maintained impeccable customer service during transition.
Provided decisive, proactive and market-driven operating leadership for 5000+ global employees.
Introduced and implemented best practice work procedures which drove process improvement governed
by operational metrics and reporting rigor. Provided oversight of the design, procurement, and
implementation of new tools and technology required to provide a common way of work globally
allowing for the superior Customer Service for which the corporation became recognized.
Specific Accomplishments:
Streamlined operating infrastructure, consolidating 11 Global Customer Service Centers (GCSCs)
and 150+ remote helpdesks into 5 GCSCs.
Spearheaded successful migration to unilateral CRM platform, effectively creating and adopting
common practices.
Delivered $200 million savings and slashed staff requirements by 2,000 by eliminating personnel and
functional duplication and implementing cutting edge technical and software-based solutions.
Note: Prior roles have included Vice President, Customer Service Operations for SITA/EQUANT Joint
Venture; Division Manager for AT&Ts Global Customer Service Center; and Director of Global Network
Operations for MCI.
Details and references available on request.