David McBride Campbell, California

(408) 691-3342 david.m.mcbride@hotmail.com

CUSTOMER SUPPORT/BUSINESS PROFESSIONAL

Strengths are in working directly with customers, problem resolution, and project implementation. Skilled working with cross-

functional teams, vendors, and the development of budgets and business reporting.

PROFESSIONAL EXPERIENCE

Pacific Gas & Electric Company:

Business Analyst, Associate – Rotational Assignment, November/December 2015

Supported the Business Performance team in Energy Efficiency. Contributed to communication plans such as the EE

Wire newsletter and SharePoint posts and other essential business processes. Helped put together on-boarding

packages and RFQ’s for planned offsite activities and team meetings.

Customer Service Representative, October 2013 – Present

Assist customers with the establishment and maintenance of utility accounts, scheduling standard service requests,

and the expedition of emergency calls in a call center environment. Advanced into the Smarter Energy Line focusing

on Solar Accounts, Customer Rebates, and Energy Savings Assistance Program.

Nordstrom Rack: Service Leader, June 2013 – October 2013

Assist customers, manage efficient flow at checkout, promote store programs, and mobile point of sale process.

Youth Sports Official (Self Employed), June 2007 – Present (Soccer, Futsal and Football Referee)

Nordstrom: Men’s Furnishings Sales - 2011/12 Seasonal Holiday Position

Assisted customers with the selection and purchase of Men's Clothing and Accessories

Stanford University (Consultant with Coalition Networks): Business Application Specialist , 2010

Supported applications for Residential and Dining Enterprises including InfoGenesis (Point of Sale), ReServe

(Catering) and Computrition (Inventory, Menu Publishing)

APEX Computer Systems at The Gap: Program Manager, 2008 to 2009

Managed the support delivery process for all Windows/Macintosh personal computers and Smart Phones at multiple

U.S. sites. Priorities were Level 1 HW/SW Installation, HW Break/Fix, Level 2 support for common off the shelf

applications, proprietary Retail and Corporate applications, and request dispatching function.

Developed and communicated relevant metrics such as Call Drivers, Service Level Agreements compliance,

performance and billing reports to executive management.

Managed workstation refresh program for PCs and MacBooks.

Renesas Technology: IT Service Delivery Manager, 2007 (6 month contract)

Managed delivery of IT services in a Shared Service Model (on-site contractors, off-shore service and 3rd

party

application providers).

Supported Applications and Infrastructure in a collocated data center.

Project managed infrastructure projects (proxy server upgrade, internet filter, anti-spam).

AFLAC: Enterprise Sales Representative, 2005 to 2006

Licensed Insurance Agent for State of California (Life & Health products).

Insurance product sales to small and medium size businesses.

Managed Sales Cycle - prospecting, presentations, product sales and account management.

Prior Experience includes Leadership roles in several areas. Highlights include:

Hewlett-Packard Company:

IT Service Delivery Manager (2 years)

Managed a global team that provided business global application support to Sales, Marketing and Field Consulting

business segments.

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Dave McBride – (408) 691-3342

Supported Closed Loop Marketing (Event/Campaign Management), Customer Relationship (CRM) and Contacts,

Worldwide Order Consolidation and Product Pricing applications.

Program management of global server and infrastructure assets.

Business Applications Services Manager (3 years)

Led application support and development of Order Management, Pricing, Field Support, Finance, Facilities and

Electronic Mail (HP Openmail and MS Exchange) systems.

Secured funding, budgets, developed business partnerships, and managed Service Level Agreements and metrics.

Managed environment consisted of Unix, NT and MPE servers and database administration for MS SQL Server,

Ingres, Oracle and HP Image Applications.

Implemented Remedy (ARS) solutions for Call Centers and Field Communications.

Telecom & Helpdesk Operations Manager (7 years)

Managed Telecommunications and Helpdesk operations. Provided 24x7 operational support for the voice, video and

network infrastructure and operational project support for a global Customer Call Center.

Managed installation of a new phone switch, consolidation of 2 voicemail systems into a single bridged environment

and elimination of a point-to-point technology with a site network.

Implemented a high-speed network strategy and site premise wiring upgrade to Category 5.

Initiated a new Helpdesk organization model by implementing a dedicated support team that increased call resolution

and customer satisfaction.

Closely managed vendor relationships, service and project contracts, and the outsourcing of non-strategic support

activities. Information Technology Manager (6 years), Financial Planning and Reporting Manager (2 Years Concurrent)

Defined and personally implemented the start-up strategy for a Software Development organization’s Information

Systems (Finance, Human Resources and Manufacturing/Software Distribution). Staffed and managed the internal

information systems support and development team. Provided R&D engineering technical support by managing the

data center, office network, PCs, Unix workstations, and hardware maintenance/repair operations.

Defined and implemented an Office Automation Strategy during the influx of PCs into the workplace.

Delivered major cost savings by consolidating support and hardware resources into a regional IT Center.

Prepared divisional monthly profit and loss statements, sales and expense forecasts, longer range financial plans,

detailed expense reports and financial narratives.

Implemented an Independent Software Vendor financial model to show the true value of the enterprise’s software

sales.

Initially worked in Programmer/Analyst and Supervisory roles for Hewlett-Packard (5 Years)

EDUCATION: The Ohio State University, Columbus Ohio, BSBA Computer Science and Accounting

Completed Java Programming I and Accounting Fundamentals II – QuickBooks courses at West Valley Community

College – Spring 2013

INTERNSHIPS: Arthur Anderson & Co.(Anderson Consulting), Whirlpool Corporation, as a Programmer Analyst

OTHER ACCOMLISHMENTS AND ACTIVITIES:

1. Technical and Managerial Training Courses including Managing Organization Change, Consulting, Principles of

Management, and Technical Leadership.

2. Performed internal performance and reliability testing of a new HP commercial business server.

3. Championed HP Engineer in the writing of the book “The JAVA/C++ Cross Reference Handbook”

4. United Way Chairperson

5. Developed and taught a computer appreciation workshop at a local elementary school.

6. San Jose Earthquakes “Blue Crew” Member