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CRAIG NOVAK Page Two
PROFESSIONAL EXPERIENCE
CRAIG NOVAK CONSULTING, Morgan Hill, CA 2004 – 2006
Management Consultant
Retained by 2Wire Networks, the leading manufacturer of metro-scale Wi-Fi outdoor wireless routers with $100
million in annual revenue, to formalize technical support organization. Managed and implemented phase two of
instructor led training and created new e-learning training programs. Developed and documented critical
workflow processes. Created the process for 2Wires’ deployment and diagnostic server (Insight). Enhanced
internal RMA processes by filling in the gap areas. Aligned service entitlement with industry standards.
Concurrently managed three technical support engineers and two field engineers and interfaced with HP and
Motorola executives regarding vendor/service partner contracts and RFPs. Subsequently retained by MCC
Construction Corporation, an emerging residential construction company, to participate in start-up activities.
Created company’s vision and mission statement. Developed operating and financial models.
CCT CORPORATION / ADMINISTAFF, INC., San Francisco, CA 1999 – 2004
Vice President, Technical Services Organization (2002 – 2004)
Senior Director, Technical Services Organization (2001 – 2002)
Director, Technical Services Organization (1999 – 2001)
Promoted to Vice President of Technical Services Organization for this financial administration services
provider with annual revenue of $170 million. Led strategic and operational direction of Technical Services
organization comprised of Field Operations, Client Response Center, and presales Systems Engineering team.
Restructured management, escalation, and service delivery teams. Managed 6 direct reports and 34 indirect
reports. Served on Corporate Development team overseeing post-acquisition integration activities following
ADP acquisition. Administered $6 million annual operating budget. Reported to Vice President of Operations.
CISCO SYSTEMS, San Jose, CA 1991 – 1999
Director, Global Response Center (1997 – 1999)
Group Manager, LAN and Volume Services (1995 – 1997)
Technical Support Manager, NIC Team (1993 – 1995)
Technical Support Manager, NOS Team (1992 – 1993)
First Call Manager, Level 1 Support Team (1991 – 1992)
Fast track advancement based on consistent contributions to organization’s customer service and technical
support operations. Directed Global Response Center for this leading provider of businesses integrated secure,
converged network solutions with annual revenue of $7 billion. Managed 12 direct reports and 220 technical
support engineers, worldwide. Integrated Primus “knowledge base” system for intellectual property capture and
reuse. Served as senior member of CSO Executive USR/Cisco integration team. Administered $20 million
annual operating budget. Reported to Senior Vice President of Customer Service.
PROFESSIONAL AFFILIATIONS
Member, Service Support Professional Association (SSPA)
Member, Association for Service Management International (ASMM)
EDUCATION
A.A., San Jose City College, San Jose, CA
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