SUMMARY:

• Over 10 years of experience including in SW implementation, Technical Program Management, IT/Cloud Service Delivery, Account Client/Operations Management, Product Service Management, Sales and Engineering.
• Worked effectively in cross functional organizations on full life cycle projects
• Proven track record for assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer - satisfaction ratings
• Successfully managed multiple concurrent projects of various sizes using industry standards Waterfall, Agile and Scrum project management methodologies.
• Experience with on boarding and clients.
• Resourceful, highly regarded for a proactive attitude and an ability to think laterally, providing ideas and solutions
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business
• Excellent client relationship management, presentation skills with excellent written and communication skills to effectively communicate with technical and business audiences and the ability to build rapport
• Excellent organization, skills to meet the required deadlines and also able to work under pressure independently
• Strong team building, project leadership, analytical skills; support business operations through analysis of key performance indicator and trends.
• Detail oriented, self-starter, quick learner, attitude with desire to exceed client expectations and ability to work extended hours when required
• Result oriented, ability to focus, research and execute while multi tasking in demanding situation which positively impacted productivity and revenue
• Driven by new challenges and passion to learn new technologies

TECHNICAL SKILLS:

Software Applications: MS Office Suite, MS Project, Sharepoint, Toad, QuickArrow, Agile, GPT, DOMS

Job Functions: Project management, Resource management, Account management, Client relations, Process enhancement, Operations Support/management, On boarding and, Troubleshooting, IT Consulting, Cloud Service Delivery, and Business Analysis

Relational databases: Oracle9i and 10g and SQL Server

Incident Tracking System: Remedy/Opas V2/V3, Neo Case, SalesForce, Siebel and Manage Now

Servers: MS SQL and Weblogic

Operating Systems: Windows, AIX, UNIX

PROFESSIONAL EXPERIENCE:

Confidential - Round Rock, TX

Cloud Sr. Delivery Manager - Private Cloud

Responsibilities:

• Drive delivery as well as facilitate growth of an existing base of enterprise customers as well as customers that are turned over from implementation into steady state operations.
• Manage and co-ordinate on-boarding efforts with the internal teams and customer's technical teams on new implementation.
• Successfully managed MVH/Cloud ITO accounts, develop, establishing, and maintaining on-going company relationships with customers, maintain customer satisfaction by making sure the services provided are profitable and of quality.
• Explored opportunities for growth and innovation - by offering additional service and account growth.
• Proactively identify potential issues and drives resolution to avoid customer impact and facilitate continuous improvement.
• Facilitate customer meetings along with Account Team to ensure service levels are being met; manage governance around changes, incidents and requests.
• Provide complex metrics and reporting support to all relevant stakeholders.
• Participate in cross-functional planning and coordination (i.e. Sales, providing Cost model, Contracts, Legal, risk rating, PG et al) in order to create winning solutions.
• Manage critical projects, customer engagements or business processes, guide completion of major projects or customer engagements.
• Work across the organization to effectively obtain and allocate resources to complete programs and projects on time, present facts, and information to negotiate mutually acceptable solution.

Confidential - Round Rock, TX

Project Manager

Responsibilities:

• Manage multiple complex projects simultaneously, driving all implementation issues to a close to meet deadlines/metrics.
• Work with cross-functional teams including, Sales, Engineering, and Analysts during the implementation and to come up with the resolution of issues and any constraints.
• Set project timeframes and priorities based on project objectives and ongoing assignments.
• Track project deliveries, status and updates using project management tools.
• Participate in team meetings, conference calls with, Sales and Engineering to discuss/update on any pending or open issues.
• Create Product SKUs, PES and Pilot orders using DOMS, AGILE and GPT.
• Contributions to reach team goals by constantly strive to enhance, improve process and quality of service.

Confidential - Austin, TX

Project Manager - IT Delivery

Responsibilities:

• Lead project teams and develop full scale of project plans and executions.
• Manage multiple cross-company projects.
• Identify resources requirement, assign responsibilities and coordinate directly and indirectly project staff to ensure successful completion of the project.
• Communicate intensively with clients, and assigned resources to establish cordial/effective working relationship.
• Identify, track, own closure of all issues and actions.
• Identify project risk, create and execute effective mitigation plans as necessary.
• Conduct project status meetings with the stakeholders, Document and publish actions, issues, decisions and agreements from the meetings.
• Track project deliveries using project management tools.
• Complete closeout checklist and gain approval from the stakeholders for project completion.
• Follow up with clients to verify satisfaction - review and document lessons learned from the project.

Confidential - Austin, TX

Technical Account-Program Manager

Responsibilities:

• Leading project teams and project to overall success.
• Defining project schedules and resource requirements based on planning methodologies, deliverables, schedules, and tasks.
• Work with cross-functional teams including, Support, Engineering, and Analysts during the implementation and to come up with the resolution of issues and any constraints.
• Facilitate coordinate and project management of cross functional team tasks and activities.
• Provide technical account management support to enterprise accounts.
• Participate in a consulting engagement during and after the implementation
• Make independent decisions and commitments to customer on support issues and project status on a real time basis.
• Lead activities of internal groups to evaluate and implement procedural and systematic solutions which most effectively meet customer needs.
• Act as a single point of communication for tactical issues, escalation and resolution for assigned accounts.
• Evaluate, planning, validate, and document product change orders throughout the software development life cycle.
• Analyze customer feedback to determine how requests fit into product development to ensure that product designs successfully fulfill needs defined in business requirements.
• Proactively communicate client status, identify concerns and issues to appropriate project management team in timely manner.
• Manage database knowledge for frequently asked questions, recent and emerging software issues - using project management process and tools to increase efficiencies and the Project.
• Manage and track all project activities and provided daily project status.
• Participate in conference calls with customers and engineering team to discuss/update on any pending or open issues.
• Responding to and managing application issues to closure in collaboration with Technical Support team.

Confidential - Austin, TX

IT Service Account Manager

Responsibilities:

• Build, manage Confidential and several enterprise accounts.
• Established, managed and retained strong relationships with assigned accounts.
• Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction.
• Act as a single point of communication for service delivery, tactical issues, escalation and resolution for assigned accounts.
• Exceeded sales targets, generate sales, develop and maintain client relationships.
• Work with the internal resources to ensure quality delivery to the clients, grow GCI’s presence in Confidential account in TX, CA, CO, AZ, OK, FL, and AR.
• Build Confidential business in Confidential ’s Strategic Outsourcing end-clients relationships such as Sprint, Verizon, Confidential, Walmart, Brooks-Eckerd, GM, Nissan, Toyota, etc.
• Develop business plans for growth each year with targets.
• Develop Confidential introduction briefs to Confidential and other clients via meetings, trade shows, e-mail circulations, and presentations to the stakeholders.
• Helped increase consulting team from 10 to 60 consultants.
• Increased regional sales from $1.2M to $2.5M in 2004
• Managed over 50 consultants on daily basis - scheduling, timesheet, payroll, and .
• Implemented various courses, including soft skills for new consultants to help provide best services and ultimate client satisfaction to Confidential and other accounts.

Confidential - Austin, TX

Customer Care Manager - Call Center Operations

Responsibilities:

• Direct call center operations as a liaison between clients, supervisors, and call center employees.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching,,, and corrective action plans.
• Attended escalated calls from customers, provided best possible resolutions to their concerns.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels to meet SLA objectives.
• Conduct group sessions on products and services.
• Review call center statistics to measure staff performance and the need for improvement.
• Identified and made recommendation for process improvements.
• Oversaw the implementation of organizational policies and procedures.
• Monitored the performance of personnel to ensure a productive work environment.
• Motivated employees to achieve department and personal goals, and to consistently provide excellent service on all calls.
• Built a team work environment that encouraged hard work and collaboration.
• Ensured workflow efficiencies, customer service excellence, and quality assurance.

Confidential - Austin TX

Microcontroller Applications Engineer

Responsibilities:

• Provided applications support for MC68HC05/08 Microcontrollers.
• Successfully supported trade shows, provided development tools and new product to customers and Sales Team.
• Work on Development Tools (emulators, simulators and programmers) to troubleshoot the problems.
• Programmed and tested blank parts using Confidential .
• Document FAQ’s, coordinate and write application notes.
• Work closely with Product Engineering, Field Applications Engineers, Marketing, Design and Sales to resolve customer issue and address enhancement requests.
• Designed and implemented website site for the group to better provide services online, i.e. Final Summary Report, Test Results, and Meeting Minutes and etc.