This document provides a summary of Bartholomew Kulesz's professional experience in customer support and services roles spanning over 30 years. He has held several vice president and director level positions at large technology companies managing global customer support organizations with responsibilities including P&L management, service contract development, employee training and management, and ensuring high levels of customer satisfaction.

1. BARTHOLOMEW V. KULESZ
23511 Gracewood Circle Land O Lakes, Florida 34639
Phone: (978) 877-2892
Email address:: bvkulesz@gmail.com
SUMMARY
Results oriented global customer support executive with profit building b to b and b to c experience in
both software and hardware in a range of fields including technical support; electronic document
management, broadcast, post production video and film special effects, print and scientific
instrumentation. Consistently demonstrated the ability to create or enhance revenue potential by
providing superior customer service and support. Strengths include P&L management, service contract
development, sales and marketing, educational services, and pro-active customer relations; highly skilled
in areas of employee motivation, contract and sales negotiations, organizational structure and
professional presentations.
EXPERIENCE
Consultant 2014-Current
Customer Service and Support business planning. The development, marketing and sales of
service contracts, revenue streams, manpower requirements and technology tools. Experience
in call center training and documentation. Extensive industry experience in Print, Broadcast/Post
Production, Scientific Instrumentation and Pharmaceuticals/ Biotechs.
EFI/Inkjet Solutions Meredith, NH 2007-2014
Vice President, Worldwide Service & Support
Responsible for field and professional services, technical and remote support, training, service
engineering and parts in a global three region organization, servicing products ranging from $100k to
$1.5M, managing 200 professional and non-professional employees. A mixed model of direct and
indirect distributor support was developed to satisfy regional requirements. Products include Wide,
Superwide and Label Printers, workflow software, profiling and color management tools
• Consolidated three unique companies’ service teams into one cross trained organization
• Responsible for a $40M+ P&L
• Created three training centers to cover worldwide customer and employee technical training
• Developed an industry leading $20M+ contract program
• Actively participated in Customer Forums
• Installed Infrastructure and KPI’s to measure organizational performance
• Negotiated settlement agreements with customers in relation to $200k+ sales deals
• Developed strong WW Leadership/Management teams including Director level regional
management
• Directed spare parts pricing and FRU development
ThermoFisher Scientific, Waltham, MA 2004 – 2007
Director, Triage Customer Support Program

2. Responsible for the development, sales, implementation and management of a Multi-Vendor Services
professional services program designed to support all vendor products within the scientific community of
pharmaceutical companies. This included call centers, direct service organizations, managing
relationships with independent service providers and establishing and maintaining customer satisfaction.
Typical triage programs included three sites and 14,000 devices per site, with each site typically
generating $10 MM in revenue.
Consultant 2002 – 2003
Provided engagements with New England-based high tech companies, assisting in the development of
their customer services business plans. Plans included specifying technology tools, call center structure
(CRM), web-based troubleshooting products, marketing strategies, revenue and head count projections.
Engagements primarily involved start ups but did include established businesses.
OMTOOL LTD. Salem, NH 1999-2001
Senior Vice President Customer Services and Support
Hired as member of the executive team for electronic document management company providing a
certified mail product with digital signature, security, time/date stamp. Customer base includes major
financial institutions, legal, electronic B to B, B to C, government and retail. Named officer of company in
May, 2000.
• Developed a financially proven, professional services team. Improved customer service
organization’s reputation from sales detriment to become positive selling tool while increasing
revenues by 60 percent within six months.
• Responsible for multiple technical support groups including direct support, reseller support and
rapid response “bug resolution” team.
• Established successful, indirect fee-based training organization.
• Reduced technical wait times from 48 hours to less than 60 minutes.
AVID TECHNOLOGY, INC. Tewksbury, MA 1995 – 1999
Vice President, Worldwide Customer Support and Services
Responsible for worldwide customer service operation for $500 million digital editing and special effects
software/hardware for video, film, broadcast.
• Managed strategic planning, product management, training, spare parts, field service, telephone
support and telesales. Corporate spokesperson for customer satisfaction.
• Built contracts group. Utilized quality improvements, training and new marketing tools to increase
revenue by 200 %.
• Enhanced support staff product knowledge to reduce telephone wait times from 45 minutes to
less than two minutes.
• Managed revenue budget of $56 million (10 % of gross company revenue) and staff of 300.
• Delivered presentations to international clients and national professional organizations.
• Identified and authorized purchase of major software program to maintain customer database
while providing accurate billing information, boosting revenue.
• Originally hired as Director, Broadcast Customer Service (7/95). Promoted to Director, Worldwide
Support, all products (6/96) and then Vice President (4/97).
PANASONIC BROADCAST AND TELEVISION SYSTEMS, Secaucus, NJ 1991 – 1995

3. National Service Manager
Provided total technical support for entire broadcast product line including product engineering, spare
parts inventory and distribution, quality reporting, training and service departments. Promoted to
Assistant General Manager prior to leaving company.
• Consistently achieved or exceeded all budgetary targets.
• Increased annual service revenue from $50,000 to $4 MM.
• Developed $2 MM comprehensive “FLEX” service program including service contracts and PM
services.
• Increased parts revenue 20 % within two years and gross margin by 10 % despite weak dollar
against yen.
• Changed department’s reputation from mediocre to industry leader within three years.
QUANTEL LTD, Darien, CT 1986 – 1991
Service Manager for the Americas
Managed a service organization for an industry leader in broadcast and post production video and special
effects instrumentation, supporting both software and hardware. Territorial support included North and
South America and the Caribbean, requiring 24 hour, seven day coverage. Product line also included
high-end specialty products utilized in graphic arts industry and image enhancement products for medical
and scientific applications.
• Doubled service revenues during tenure
• Turned service from a loosely organized, technically deficient organization into a professional,
customer-responsive selling tool
EDUCATION AND SPECIALIZED SKILLS
• Rivier College, Nashua, NH, Business Management, Accounting, 1980
• Matsushita Executive Development Program, Osaka, Japan
• AMA Business Management Courses
• Xerox Customer Management School, Cleveland, OH
• RETS School for Electronics, Nutley, NJ
• Guest lecturer for international clients
• Call center system development, implementation and management (24X7)
• Corporate spokesperson for customer satisfaction
• Former member of Army National Guard