Back to Resumes List

Project Manager, Customer Service Manager


Secure a position that will benefit my experience and allow me to learn and contribute.



2005- Present Project Manager

Larry Smith Electronics, Riviera Beach, Florida

· Project Management for mega-yacht installs, refits and service worldwide.

· Business process improvement

· Quality Assurance Program development

· New service opportunity development

· Manage the Fort Lauderdale Boat Show booth installation.

2000 – 2005 Manager, Global Technical Support and Customer Training

Texas Instruments Broadband Division, Germantown, Maryland

· Expanded the Technical Support team internationally, opened offices in France, Taiwan and mainland China supporting distributors and direct customers.

· Redesigned the employee and customer Training program to include Distance Learning and self paced Computer Based Training (CBT).

· Implemented an online Training and Support customer portal/database.

· As part of a team, helped TI Broadband achieve ISO certification.

· Developed company wide quality metrics used to access product and service quality.

1996 – 2000 Director Client Services

Hekimian Labs, Rockville, MD

· Developed and implemented a new Service and Training strategy. Reorganized and trained existing resources into a single, flexible cross-trained team to respond to radically changing customer demands.

· Customer Education department training offerings were redesigned and packaged for repeat sale. Profitability occurred within 12 months.

· Energized the Sales and Marketing of Professional Services, increased revenue 300% over 3 years.

· Key member of the Quality Board and represented company as a Founding Member TL9000

· Developed quality metrics and reported these statistics, made recommendations to other departments for improvement.

1995 – 1996 Manager, Technical Assistance Center

Microlog Corp., Germantown, MD

1988 –1995 National Accounts Project Manager

Supervisor Technical Support

Octel Communications, Plymouth Meeting, PA

1987 – 1988 Technology Trainer

Sorbus, Frazier PA

1983 – 1987 Tech Support Engineer

Technical Trainer

Contel Executone, Long Island N.Y. and Norcross GA

1977 – 1983 Partner

UNIFONE, New York, N.Y.



· Art and Design - New York City Community College. Brooklyn, N.Y.


· 1999 TL9000 Quality Systems - Founding Member - This organization represents the new global process and quality performance standards for the telecommunication industry.

· 1998 & 1999 Arizona State University - Center For Services Marketing and Management.

· American Management Association – numerous Management courses.


Marine Functional Resume


1990 – Present Owner/Operator

All Marine Electrical LLC

· Designing, installing and troubleshooting marine electrical systems.

Marine training and professional development

ABYC – American Boat & Yacht Council

· Marine Electrical Certification


· Marine Corrosion


· Standards Accreditation


· Westlawn Yacht Design Lite In Process


· 2006 and 2006 Conference on Marine Industry Technical Training (COMITT)


· Marine Industry Technical Education Council (MITEC)

Active member participating on sub committees


National Marine Electronics Association (NMEA)

· Marine Electronics Installer Program (MEI)



Marine Experience

I have quoted, estimated and written scope of work for electrical and ‘systems’ replacement and upgrades for

my own company for many years. I have refurbished numerous boats for myself including my most recent

project a steel tugboat refit.

Since 2005 as a Project Manager with Larry Smith Electronics my customer’s yachts have included Westport, Trinity, Hargrave, PAE, Tribute Performance Boats, Oceanfast and Azimut to name a few.

Service Marketing

Attended numerous executive training programs at Arizona State University - Center For Services Marketing and Management. These programs specifically target methods and ‘best practices’ of selling the value of services.

At Larry Smith Electronics I developed the GMDSS Radio Inspection service offering which included developing the policies, procedures and documentation to achieve “approval “ by American Bureau Of Shipping (ABS) and Bureau Veritas (BV), other Class Societies approval are in process.. I acted as the company single point of contact during the Quality Audits and inspections by these class societies.

I created the service-marketing brochure and provided sales training.

Service Management

More the 15 years managing and improving the performance of service technicians delivering quality and profitable service to demanding customers worldwide.


I possess excellent written and verbal communications skills. I am capable of explaining complex technical

information to the layman and comfortable presenting in front of an audience or in a one-on-one situation.

These skills have helped me be successful as a Technical Trainer and Manager.

My writing style is targeted and organized.

Business Process Improvement and Quality Assurance

One of my strengths is to quickly ‘see’ a logical and efficient flow of work. Inherent to an effective process is a

method to verify and report on its quality, I always include quality measurements in any business process

improvement project.


Jupiter, FL,
View Contact Information