Customer Relationship Manager Resume

PROFESSIONAL EXPERIENCE

Confidential

Customer Relationship Manager

Responsibilities:

Customer Relationship Manager assigned to Confidential Data Systems supporting priority HDS clients
Critical member of account team driving revenue of $50mm over four years.
Service administrator supporting Enterprise and Modular storage arrays, Content Delivery system hardware and software
Supported SAN infrastructure based on Cisco and Brocade switches/routers.
Customer advocate to HDS Local and Global Support
Managed identification, escalation and resolution of complex technical issues
Coordinated all MAC activates Confidential multiple Customer data center locations
Provided Infrastructure Utilization Analysis, Operational Metrics and Forecasts
Advised HDS Customers as to Best Practices related to hardware/software and related microcode/IOS levels
Coordinated the creation and delivery of Performance Analysis reviews and Root Cause Analysis. Presented to Customer Teams and Management.
Adjunct member of Customer Storage Engineering and Operations teams providing technical expertise
Single Point of Contact for Customer Operations Management and Executives
Liaison with HDS Global Support Teams in a Follow the Sun structure providing 24x7 support
Engaged with Account team to vet for operations support proposed designs including SaaS, Managed Services, and emerging Cloud offerings from HDS

Confidential

Senior Manager

Responsibilities:

Senior Leader of team in charge of reducing long duration Customer outages
Worked with technical centers to prioritize and resolve Customer trouble reports
Provide escalation activities reducing Customer business disruption
Reviewed trouble status to determine optimal path to resolution
Organized field technicians and central office technical staffs to ensure timely resolution of Customer issues
Prime liaison with Dispatch Groups across a multi - state region regarding technician allocation and repair priority

Confidential

Senior Manager

Responsibilities:

Managed technical staff responsible for identifying and resolving Customer network issues
Provided support to Managed Network Services Customers identifying issues for Layers 1-3
Maintenance Technical SME in the areas of broadband transport and multiprotocol services
Coordinated local building activities including Local and Wide Area network facilities, PBX/ACD, power and environmental services
Partnered with account teams and Global Support Centers to implement and maintain Confidential & Confidential Managed Service Portfolio

Confidential

Technical Network Consultant

Responsibilities:

Integrated with Sales Division as a Technical Presales overlay
Designed, priced and proposed solutions to CEO/CTO/CIO/COO level Customer decision makers
Subject matter expert to account team members regarding complex Telecommunications infrastructure and services including CPE, MPLS, Frame Relay, ATM, QoS, CoS, L2/3 VPN, Telepresence, VoIP, Cellular Services as well as Disaster Recovery and Business Continuity services
Provided recommendations to Customers during evaluation of services and Proof of Concept activities
Manager of Chronic maintenance activities, including escalations/critical issues
Member of the Network Disaster Recovery team Participate in Team deployments to recover affected Confidential & Confidential Network assets
Project Manager responsible for identifying, quantifying and implementing advanced process and services
Key member of team that increased Customer market share from $9MM to $18MM in 14 Months
Provided all ATM related designs and pricing
Designed SONET facilities and interfaced with LECs/CLECs in the installation and provisioning of technology for high availability services
Assessed and implemented Internet access via Frame Relay for Customer subsidiary resulting in a secure avenue for Customer client access to ebusiness services
Executed International expansion by supplying design and cost scenarios as well managing installation of resultant services in Asia, India and EMEA
Designed, priced and implemented Optical Carrier transport methodologies
Technical/CPE POC involved in the support, expansion and maintenance of managed networks both Frame Relay based as well as ATM and IpVPN
Provide Disaster Recovery and Business Continuity options and designs that meet both Customer capabilities as well as regulatory requirements

Confidential

Enterprise Network Engineer

Responsibilities:

Designed high availability solutions for a wide variety of Customer environments including Packet, VPN, and inbound-outbound, including VRU and Predictive dialer services
Prepared Customer RFI/RFP responses, Customer presentations, and delivery of supporting technical overviews
Evaluate and recommend LEC/CLEC alternatives for inclusion in Customer network architectures as appropriate

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