Description
Experienced IT professional with diverse industry knowledge gained as an Account and Project Manager focused on Operations Management, Customer Support, and Business Development. Recognized by management and peers as an innovative, resourceful, self-motivated leader. Proven history of initiating and completing assignments on or ahead of schedule with a high degree of quality and focus on financial responsibilities. Additional core competencies include: * Service Delivery Management * Global Resource Management * Contract Analysis * Financial Management * Disaster Recovery Planning * Customer Development Accomplishments * Operation Management - Partnered with Executive leadership team at Nissan to deploy SWAT team across the enterprise to determine network slowdowns which resulted in securing contract to implement additional Tier 1 support which alleviated tremendous loss of revenue from employee (1000) downtime. * Global Transition Plan - Developed and managed the transition plan for a global strategic outsourcing contract in the finance sector that entailed transitioning responsibilities of Desk Side services to the account team. Accelerated the North American transition by one month in order to prevent the contract from paying a penalty due to delays in the European transition. * Vendor & Customer Management - Resolved problem tracking and ensured the timely resolution of hardware, software, and service-related issues for aerospace contract. Monitored vendor performance for fulfillment of contractual obligations and developed key processes defining the interaction between the account team and the customer. Resulted in transitioning the contract from a troubled account to a satisfactory customer rating. * Process Improvement - Implemented a complete set of PMP processes in response to a rating of unsatisfactory based on an internal audit evaluating customer support of an entertainment industry account. Both the Preliminary Management Review and the internal audit scores improved to satisfactory in the following review cycle. Project Management Experience * Operation Management - Partnered with Executive leadership team at Nissan to deploy SWAT team across the enterprise to determine network slowdowns which resulted in securing contract to implement additional Tier 1 support which alleviated tremendous loss of revenue from employee (1000) downtime. * Global Transition Plan - Developed and managed the transition plan for a global strategic outsourcing contract in the finance sector that entailed transitioning responsibilities of Desk Side services to the account team. Accelerated the North American transition by one month in order to prevent the contract from paying a penalty due to delays in the European transition. * Vendor & Customer Management - Resolved problem tracking and ensured the timely resolution of hardware, software, and service-related issues for aerospace contract. Monitored vendor performance for fulfillment of contractual obligations and developed key processes defining the interaction between the account team and the customer. Resulted in transitioning the contract from a troubled account to a satisfactory customer rating. * Process Improvement - Implemented a complete set of PMP processes in response to a rating of unsatisfactory based on an internal audit evaluating customer support of an entertainment industry account. Both the Preliminary Management Review and the internal audit scores improved to satisfactory in the following review cycle. Project Management Experience
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