Contract Assignments Resume

PROFESSIONAL EXPERIENCE

Contract Assignments

Confidential

Responsibilities:

Solar System Sales

Confidential

Responsibilities:

UTEMP Assignment

Confidential

Responsibilities:

Deliver user-facing and internal documentation for Service Now roll-out
Act as a Project Coordinator to translate customer requirements into actionable tasks and roadmaps
User Acceptance Testing and training
Communicate operational status and regular performance on an ongoing basis
Respond to user and departmental trouble tickets and manage their resolution

Service Delivery Manager

Confidential

Responsibilities:

Deliver on-time IT maintenance outcomes within strict budgetary guidelines
Manage operational risks to resolve conditions affecting performance, profitability and/or customer satisfaction
Communicate operational status and regular performance on an ongoing basis
Monitor/measure timeliness, profitability and customer satisfaction on service delivery operations
Provide pre-sale support to sales team for IT Service Delivery opportunities
Work with customers and vendors to put together proposal pricing and RFP responses

Team Lead - Incident and Problem Management

Confidential

Responsibilities:

Crisis Management and Outage Restoration
Managed a team of 17 Incident and Problem Managers in a 24/7 environment
Continuous process assessment, analysis and design to increase effectiveness and efficiency
Employee hiring, training and development
Crisp and concise executive communications, documentation and automation playbooks

Principal Consultant - Interim Role

Confidential

Responsibilities:

Technology consulting for the confidentail (independents and small offices)
Development, maintenance and enhancement of client’s information technology requirements
Network, workstation, internet and mobile capabilities
Managed three independent contractors in support for these client’s
Relationship management, billing and business development

Account Pursuit - Pre-Sales Manager

Confidential

Responsibilities:

Service Management role for a contract which confidential did not ultimately win (a large international bank)
Responsible for a post-contract implementation plan to build out an underlying storage support organization
When account was not won was offered a role in Columbus, Indiana which I declined

Sales, Consulting Services

Confidential

Responsibilities:

Prospecting and sales for a new consulting operation to be launched in the US
Creation of sales collateral for performance-based Service Management (ITIL) engagements
Creation and delivery of presentations, proposals and statements of work (SOW)

Service Delivery Manager

Confidential, Round Rock, Texas

Responsibilities:

Negotiated annual custom support plans and initiative objectives with customer IT executive leadership and staff
Conducted continual support process and outcome analysis for use in coordinated improvement efforts
Hiring, conducting candidate interviews and delivering recommendations to hiring manager
Delivered bi-monthly onsite operations reviews with primary customer management contacts
Consistently received 100% customer satisfaction rating on bi-annual SDM survey campaigns (kept them happy)
Primary mentoring asset for the Federal SDM team for IT governance and presentation mentoring
Transitioned into a project management/mentorship role in support of 80 SDM’s in the US and Canada
Facilitated seven million dollars of drag revenue from interactions