JOHN BARBIERI

Woodland Park, New Jersey 07424 Cell: (201)317-7861 ~ Fax: (973)785-2044

johnb56@optonline.net
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Senior professional with skills in the field/technical service operations, service marketing, sales and service centers. Proven ability to drive business development, service strategies, and customer satisfaction while reducing operating expenses. CAREER SUMMARY
Reorganized zone field operations to achieve the #1 position within the company while increasing customer satisfaction and loyalty by 60%. Established service-marketing initiatives to promote sale of internal and external services through service contracts. Proven leadership abilities to establish a diverse team and drive support initiatives that increased customer satisfaction by 60% and reduced support costs. Revitalize communications by 90% among the sales and service teams increasing sales and satisfaction targets. Reduced service expense by $1.4M by developing an analytical tool for the sales team to better understand service costs.

EXPERIENCE President, Silver Star Kiosk, LLC Partner, Product Development & Operations 2012 - Present

Manufactured and developed programmable concierge kiosk systems for the hotel industry. Responsibilities included business start up, product sourcing, fabrication, programming, test, development and installation. Adapted system to expand into adjacent markets such as healthcare.

Prism Pointe Technologies Senior Director, Strategic Initiatives

2011 - 2012

Initiated internal Managed Print Services to support printing and multifunctional office automation products. Built relationships with Business Technology Association dealers to promote services in support of break/fix service requirements and Managed Print Service opportunities. Created a comprehensive sales pricing tool to manage OEM pricing requests. Engaged with Operations to assist with process improvements. Attended CompTIA events and participated in several communities and initiatives. Interfaced with OEMs in providing exceptional service support. Completed RFPs to support major OEM customers. Position eliminated as a result of an acquisition.

Samsung Electronics America National Service Manager, Printer Pre-Sales & Solutions

2008 2011

Managed field operations and Pre-Sales & Solutions for the Printer/Copier division for commercial, government and military applications worldwide. Partnered with sales to incorporate service in all sales processes and align all customer communications. Managed 3 National Service providers to support retail product line as well as BTA printer/copier products within the US as well as globally. Developed contracts and established KPIs to minimize risk and maximize customer satisfaction. Supported IT Resellers and System Integrators/VARs established programs that provided the required services and solutions to meet needs. Coordinated logistics for service training programs for those integrators and VARs who were providing in-house service. Created a CPP/TCO calculator for the sales team that identified products cost per page and TCO. Managed and launched several new printer and copier products. Significantly reduced costs utilizing Six Sigma techniques and programming.

JOHN BARBIERI
Woodland Park, New Jersey 07424 Cell: (201)317-7861 ~ Fax: (973)785-2044
johnb56@optonline.net
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BROTHER INTERNATIONAL CORPORATION Technical Support Manager, Fax/MFC/DCP, National

2006 - 2008

Responsible for all aspects of product support for facsimile, multifunctional, printer/copier/scanner products nationwide. Managed a budget of $4.5 million and 10 direct reports. Led new product launch, initial parts, technical & hotline support and end of life product planning. Created and maintained technical solutions for the call center as well as public solutions for web based FAQ content. Provided technical support to more than 1000 Authorized Service Centers around the US, Argentina, Chili, Brazil, Costa Rica, and Mexico. Provide onsite and in-house training. Provided support to internal sales & marketing and assisted call center with escalated level of technical support.

CASE ADVERTISING Founder & Owner

2004 2006

Built an Internet based business to distribute a multitude of products direct to consumer or business-tobusiness. Developed business strategy, PSI, web design, programming, marketing strategy, presentations, logistics management and inventory controls.

SHARP ELECTRONICS CORPORATION Senior Marketing Manager, Strategic Services & Support Marketing

1999 2004

Established programs to support servicing and non-servicing Value Added Resellers while they sold and supported Sharps products. Designed service related collateral materials to promote the programs value. Produced maintenance alternatives sold through the VAR channel to end-users and supported by the VAR or authorized dealers.

Senior Manager, Northern Zone Field Service Operations

Provided leadership and managed field operations for two regional office locations and two sales zones. Team consisted of 21 technical and networking professionals to support and provide services to more than 287 clients within 23 states including Puerto Rico & Bermuda. Provided guidance, direction, programs and data to our clients management and support representatives to maximize customer satisf action, revenue, and increase their efficiencies & productivity to insure success. Re-organized department and hired highly competent individuals. Achieved #1 team status in two years based on client surveys in region with double the client base as other regions. Reinvigorated team and modeled collaborative behaviors. Designed, and implemented a nationwide support program to assure operational consistency among 3 zone offices within the US. Managed annual budget of $500+K. Reduced expenses by 35% taking a cost-conscious approach to expense spending, travel evaluation and utilization of remote personnel. Developed bonus objectives and actively managed to ensure 99% of team and personal goals were met. Designed and implemented web-based surveys to capture dealer visit satisfaction with automated functions increasing dealer survey hits to 73%, driving customer satisfaction from 65% to 96%. Increased sales of parts and supplies by 18% YoY. Created, designed, and presented symposium style seminars to drive technical sharing amongst clients. Promoted the value of utilizing OEM parts, supplies and manufacturer board repair programs to maximize the performance of products while increasing service profitability. Published symposium data nationwide yielding a significant reduction in hotline activity, serviceability time, maximized revenue, strengthened customer satisfaction and built dealer relationships throughout the zone.

RICOH CORPORATION - West Caldwell, New Jersey 07006 Service Operations Manager, Northeast Region

1984 1999

Led Field Service Operations in the Northeast Regional territory supporting 187 dealers. Directed 6 Regional Technical Managers. Drove consistency across region to minimize cost of delivery. Organized technical symposiums and roundtables to drive two-way communications with dealer technicians.

JOHN BARBIERI
Woodland Park, New Jersey 07424 Cell: (201)317-7861 ~ Fax: (973)785-2044
johnb56@optonline.net Built knowledge base to allow quick resolution of product issues for both Ricoh and the dealers.
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Reclamation Services & Marketing Manager

Marketed Ricohs services such as PCBs, subassemblies, board repair programs and refurbished products to include ad development and design, pricing strategies, presentations, and customer needs identification processes. Initiated a refurbishment program producing over 300 plus units per month. Initiated the Direct Field Service Incentive Plan for 214 technicians in the U.S. Established contracts and served as liaison for all OEM customers.

Additional positions at Ricoh ranged from Technical Specialist to Service Planning Manager. SKILLS AND EDUCATION
Microsoft Office (Word, Excel, PowerPoint, Access, Project Manager, Publisher, Outlook, FrontPage), Atlas GIS, Corel Draw, Quark Express, Photoshop, Visual Basic, SQL, HTML, ASP & Java Scripting, SAP. Excel Macro Programming. Six Sigma University of Wisconsin-Madison School of Business Madison, Wisconsin Product Marketing, Product and Services Marketing Computer Processing Institute Paramus, New Jersey 07652 Electronic Technology / Microcomputer Electronics Bell & Howell Schools Evanston, Illinois 60202 Digital Electronics Technology

AFFILIATIONS
CompTIA, Authorized Instructor & Presenter - Conducted Speeches on Mobility, Managed Services & Managed Print Services 1st Vice President and President of Passaic Valley Chapter, UNICO National service organization.