Kenneth Eaton has over 29 years of experience in project management, service delivery management, and technical roles. He most recently worked as a Service Delivery Manager at IBM/Cisco Global Services from 2014 to 2016, where he achieved service targets and streamlined processes. He holds a Bachelor's degree in Electrical Engineering from North Carolina State University.

1. Kenneth M. Eaton
ken@keatonatwork.com 919-522-2299
Service Delivery Manager/Project Manager
Requirements Focus / Customer Needs / Improve Operational Service
and delivery
Collaborative problem solver with 29 years of experience as a Service Delivery Manager,
Project Manager, Team Lead, IVR Architect, and as a Product Manager in industries including
Engineering, Accounting, Research, Management, and Related Services and Communications.
Expert in identifying root causes of issues and translating complex issues into clear, actionable
steps.
Enthusiastic leader who consistently meets commitments with integrity.
Most recently worked as a Service Delivery Manager at IBM /Cisco Global Services (IT Support)
from June 2008 to March 2016.
My skills and experiences include: Project Management, Team Management, Market Research,
Product Development, Sales Forecasting, Staffing, Strategic Planning, Technical Support,
Trade Shows, Documentation and Training..
I hold a Bachelor of Science in Electrical Engineering (BSEE) degree in Electrical Engineering
from North Carolina State University.
Professional Experience
IBM - International Business Machines 2004 to Present
IBM /Cisco Global Services (IT Support), Raleigh, NC
2014 to Present
Service Delivery Manager – Employee Services (previously GTRC)
Managed first line IT support team with 3 global centers (Bangalore, Sydney, and RTP) and over 300 team
members. Service Delivery Manager is a first-line leadership position responsible for ensuring Service Quality
by influencing departmental strategy and managing the daily operations of a services or support department,
function, or business area by anticipating, guiding development and implementation of required systems,
procedures and programs to consistently meet Cisco’s high standards for quality, productivity, and customer
satisfaction.
As Service Delivery Manager. I have:
• Achieved Service targets for 12 consecutive months, after the team missed targets in the months prior
to my arrival.
• Provided Product Owner role during Remedy 8 project. Developed user stories, training, and
documentation for Agile project management.
• Reduced backlog and case age of troubled projects by 75% through problem analysis, improved inter-
team coordination, and streamlined processes.
• Created and maintained a culture of continuous improvement for my team. Implemented 33
1 | P a g e

2. Kenneth M. Eaton
ken@keatonatwork.com 919-522-2299
improvements during my tenure.
• Improved and streamlined Manager Feedback process (IAT) through focus on manager feedback and
statistical analysis.
• Served on committees and boards including:
o Employee Services Review Board - Responsible for New Products and Service Support
o Change Review Board - Responsible for review and approval of changes in Cisco's IT network
o Remedy 8.1 and Remedy 7 Introduction Team
o Employee Services Continuous Improvement Plan Team
IBM / Cisco Global Services (IT Support), Raleigh, NC 2008 to 2014
Service Delivery Manager – Remote IT Services
Managed Second tier IT service with 40 employees located in RTP, San Jose and Bangalore. As Service
Delivery manager first-line leadership position responsible for influencing departmental strategy and
managing the daily operations of a services or support department, function, or business area by anticipating,
guiding development of, and implementing required systems, procedures and programs to consistently meet
Cisco’s high standards for quality, productivity, and customer satisfaction.
As Service Delivery Manager, I have:
• Exceeded monthly service targets more than 90% of time, while improving average case turnaround
times and reducing backlogs.
• Worked directly with vendors to keep staffing optimized.
• Provided Product owner Role for the Remedy 7.1 Introduction.
• Planned and coordinated IT projects and project activities
• Served on following committees and boards:
o Employee Services Review Board - Responsible for New Products and Service Support
o Change Review Board - Responsible for review and approval of changes in Cisco's IT network
o Remedy 8.1 and Remedy 7 Introduction Team
o Employee Services Continuous Improvement Plan Team
IBM /Sprint Wireless, Overland Park, KS 2004 to 2008
Service Delivery Manager, IVR Architect, Project Manager, Team Lead for Sprint Wireless Networking
Support.
Production Support Team Lead/Project Manager (2006 – 2008)
 Managed a cross functional team of 8 – 20 technological professionals engaged in Support
and feature development of Integrated Voice Response Systems(Edify, Periphonics,
Websphere), SQL databases (Oracle and DB2) and Genesys Outbound Dialer.
 Managed numerous small projects, including several web page reporting projects, SQL
based Reports and various IVR updates. Managed projects from initial customer requests,
through development, test delivery and documentation.
Consultant – Business Consulting Services (BCS) Group (2004 – 2006)
Application development for Major Telephony clients
2 | P a g e

3. Kenneth M. Eaton
ken@keatonatwork.com 919-522-2299
• Provided IT Architect skills by collecting client and end-user requirements and then
developing the configuration of the IVR, Voice, and database solutions to be used.
• Utilized Software programming skills to develop custom Call Center solutions based on
gathered customer requirements.
• Deployment, Document, and Test of developed application.
• This engagement required cross-functional team leadership involving Local Designers
and applications developers as well as third party HW and SW designers to deliver
functionality on-time and within budget while meeting customer targets.
NORTEL NETWORKS, RTP, NC 1987 –2003
Product Manager – Periphonics Group 2000 –2003
Coordinated IPT teams and performed PM role for several projects in the Periphonics
Integrated Voice Response (IVR) group.
• Made Periphonics #1 in per port IVR sales for 2001 – 2003.
• Coordinated a multi-disciplinary Integrated Product Team (IPT) involving customers,
marketing, design, pricing, sales, and training to introduce new Integrated Voice
Response (IVR) Hardware and Software products utilizing Voice over IP (VOIP), GSM,
CAMEL, CDMA, Signaling System 7 (SS7), and Computer Telephony Integration (CTI).
• Worked with customers and Sales and Marketing to collect requirements, develop,
deploy, and maintain innovative new IVR and Call Center solutions. Generated the
Market Requirements, Product Requirements, and Feature Requirements (MRD, PRD
and FRD) documentation for said projects.
Professional Services Organization (PSO) Project Manager 1999 – 2000
• Performed Project Manager and PSO professional responsibilities for Installation and
maintenance of Nortel Call Center and Periphonics IVR products.
• Worked with customers to develop custom solution requirements for their call centers.
• Developed and deployed Call Center solutions based on customer requirements.
• Performed project planning and management for various PSO Projects, including a
5000 position call center for a major telecommunications provider.
• Provided Technical Support and maintenance of installed call centers.
• Worked with equipment from various Call Center and IVR vendors including Nortel,
Periphonics, Genesys, Geotel and Intervoice.
DMS Call Center BLM/Marketing 1997 – 1998
• Project management for DMS Call Center development.
• Coordinated multi-disciplinary team involving customers, marketing, pricing, design,
and test groups to create new Call Center features for DMS-100 central office switch.
Gathered customer input for new Call Center features and performed market analysis
to determine ROI on potential new features.
• Worked with marketing, regional sales teams, and customers by providing technical
expertise in Call Center applications, including Symposium and Periphonics products.
Performed customer presentations, training, and RFI/RFP input as well.
• Worked closely with 3rd
Party CTI Vendors
3 | P a g e

4. Kenneth M. Eaton
ken@keatonatwork.com 919-522-2299
Senior Software Designer –Call Center Design 1991 – 1997
• Member of Call Center Transition Team (Award of Excellence 1993)
• Code ownership and tech support of Call Center and IDSN BRI code.
• Mentored new team members.
Design Technology – Peripherals Group 1987 – 1991
• Hardware and software test prime for various DMS peripherals.
• Developed test tools for DMS-100 MIS interface.
EDUCATION
BS – EE, North Carolina State University, Raleigh, NC, 1987
Corporate Training courses in – C, C++, JAVA, HTML, UNIX, AWK, SED, PERL, SS7, X.25,
ISDN, Smalltalk, Protel, Session Initiation Protocol (SIP), Project Management, and Risk
Management
4 | P a g e