Geoff Gardner, MSPM, MBCS, CITP


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Experienced senior manager with significant global experience and a proven track record in Consulting, Services PMO, Customer Support, Customer Experience, Services and Engineering roles with major blue-chip companies. Successfully led major programs, projects and change initiatives to positive outcomes to meet organisational and business objectives delivering clear and demonstrable ROI, increased revenue, business improvements and operational efficiencies.


Extensive experience developing and maintaining relationships at all levels internally and with strategic Fortune 100 accounts.
Proven track record of leading and driving strategic initiatives to completion in matrix organizations, including people, policy and process change programs.
Ability to manage, understand and resolve complex technical issues based on sound business judgment, impact assessment and risk mitigation.
Leading, planning, organizing and managing global projects/programs to achieve desired results.
Exceptional verbal, written and presentation communication skills, well-honed influencing, negotiation and consultative selling skills.
Experience leading and managing global and remote teams, leading change initiatives, mentoring and performance management. Budget responsibility for teams of up to 20 staff.
Top-level escalation management; specifically helping high value customers meet business demands.
Consistently attained trusted advisor status; setting and delivering the highest standards of customer satisfaction from roles within customer service delivery, support, sustaining engineering and product divisions/engineering.
In-depth knowledge of Knowledge Centered Support (KCS) and 'Swarming' methodologies.
International experience working with many customers in the Americas, Europe, Asia Pacific and Africa.
ITIL v2 (Manager) and ITIL v3 (Expert) certified with considerable ITIL/ITSM background working with many customers globally and holding a Master of Science in Project Management.


Creation and rollout of a PM methodology and framework for the Red Hat Services organization (in progress). Built a global virtual community of PM ambassadors to support the rollout of the methodology/framework in the regions.
Successful delivery of projects supporting Red Hat GSS business goals/direction and 3-year strategy, including fully realized ROI for new case management system, Specialty Based Routing (SBR, aka swarming) and Knowledge Centred Support (KCS) implementation (approximately $2.5M).
Revamped and redesigned processes to achieve >75% improvements in operational efficiencies.
Saved and facilitated approximately $650M business per annum for HP Storage Division.
Voted 'Most Valuable Player' in HP Storage Division based on personal success driving change and collaboration initiatives and programs.
Successfully coached/mentored PM, next level manager, supervisor and team-lead roles.
Delivered strategy and implemented Net Promoter loyalty survey for top 300 customers.
Achieved top 3 in HDI Best Support Center award and top 10 in ASP Best Support Websites award in first year of driving changes within Red Hat support organization.
Support/drove move of Support Quality Analysts in moving to a Customer Advisor /Coach role.
Introduction of predictive analysis/techniques and approaches to reduce customer effort and customer escalations.
Partnered with Sales to understand and drive improvement to reduce opportunities lost as a result of a poor support experience.