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Business Development Manager Resume

Alexandria, VA

PROFESSIONAL SUMMARY:

I am an accomplished IT professional with a proven track record of successfully leading major systems implementations and upgrades, providing business and IT consulting services, leading business process reengineering and change initiatives and in delivering superior customer focused technical support services and solutions.

KEY AREAS OF EXPERTISE:

  • ITIL, ITMS, UX, Office 365, Windows 10
  • Needs Analysis & Trouble Shooting
  • Systems Validation
  • Staff Management & Development
  • Microsoft Office Suite
  • User Acceptance Testing
  • Process Reengineering
  • Vendor Management & Outsourcing
  • IOS Device Configuration
  • Escalation Management
  • Business Analytics
  • Quality Assurance
  • Customer Service Expert (20 years)
  • Technical Recruitment (10 yrs)
  • Project/Program
  • Management
  • Strategic Relationship Management

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Business Development Manager

Responsibilities:

  • Active and proactive sales approach which includes cold calling, collecting requirements for software development, giving presentations explaining the many benefits of working with our organization
  • Setting up and conducting meetings with potential customers
  • Manage client progress with our corporate CRM system
  • Collection and analysis of initial requirements for software projects development (during sales cycle)
  • Preparation of contracts, statements of work and proposals (if necessary)

Confidential, Reston, VA

Tier 2 Support

Responsibilities:

  • Resolve customer issues through appropriate identification and research.
  • Track and prioritize issue and escalate it to the appropriate teams, if necessary.
  • Recommend process improvements.
  • Provide excellent customer service

Confidential, Cincinnati, OH

Mobile Support Rep

Responsibilities:

  • Configure, test and deploy 235 iPad & Samsung S7 device solutions to convert pilot flight and instructional manuals from hard copy to digital application, saving airline over $1 million dollars in fuel cost and improving pilot responsiveness in emergency situations
  • Provide technical help desk support for a workforce of 235, including desk side support for Executive Leadership
  • Troubleshoot and rectify business and technology issues by instituting best practices in system log analysis, root cause analysis and risk assessment leading to a 45% reduction in time span of problem resolution using current ticketing systems.

Confidential, Norwood, OH

Time and Attendance System Support Analyst

Responsibilities:

  • Evaluated and planned d Confidential base maintenance, back - up, recovery and upgrades; deployed and thereafter maintained new applications
  • Provided escalation/Tier II help desk and technical customer service to 100+ business clients for proprietary and non- proprietary tools
  • Developed and delivered technical curriculum; implemented MS OneNote and created MS OneNote documentation
  • Resolved 95% of inbound technical support tickets same day
  • Supported corporate Time & Attendance and Payroll systems
  • Provide technical and functional subject matter expertise for process improvement and change initiatives
  • Collaborated with all level of management and employees in cultivating buy-in and support of recommended process, technology and culture change efforts
  • Used Salesforce to keep track of customer interaction

Confidential, Cincinnati, OH

ITO Service Delivery Consultant

Responsibilities:

  • Developed and managed contractual scope of work for multiple contracts and business locations
  • Vendor management
  • Led cross-functional project teams achieving on-time and within budget project completion and solution implementation
  • Led and managed teams of up to 10 consultants and/or employees
  • Served as the primary for 3 years as Vendor Management Liaison for Procter & Gamble, North American IT accounts, providing 24/7 technology support and
  • Managed over 500 thousand dollars’ worth of technical equipment and hardware
  • Ensuring adherence to policies and procedures
  • Both led and served as a key resource on large scale and complex process and/or technology initiatives
  • Developed and executed test validation plans
  • Ensuring adherence to policies and procedures
  • Monitoring quality of services
  • Collaborating with Vendor Management Team on operations recommendations
  • Supported executive management and HR in implementing organizational restructures
  • Interpret IT policies, standards and guidelines.
  • Identify and resolve problems.
  • Used Service Manager to keep track of tickets from clients
  • Prepare and update manuals, instructions and operating procedures.
  • Provide information and assistance to customers; evaluate established methods and procedures and prepare recommendations for changes in methods and practices, where appropriate.
  • Ensure the application of appropriate security measures to assignments
  • Perform routine and recurring assignments in well-defined subject-matter applications within the assigned specialty area.
  • Proficient knowledge of MS Office, advanced knowledge in Excel and Word
  • Ability to follow directions and retain information learned from the many different policies, procedures, departments, functions, etc
  • Ability to work under minimal supervision and guidance to perform research of laws, regulations and issues that are inherently necessary in the performance of the audit function
  • Ability to analyze d Confidential and draw conclusions in some complex situations
  • Ability to travel, as required
  • Strong attention to detail while working in a high volume, fast paced environment
  • Strong written and verbal communication skills was needed in this role
  • Demonstrates a commitment to providing top notched customer service in all areas of job performance

Confidential, Atlanta, GA

Contract Recruiter

Responsibilities:

  • Contract IT recruiting
  • Develop and maintain a proficient level of expertise, skills, and knowledge of Staffing and Placement programs sufficient to provide authoritative advice and guidance to customers, co-workers, and leadership

Confidential, Atlanta, GA

Senior IT Account Manager

Responsibilities:

  • Provided internet marketing solutions to Fortune 500 companies for the purpose of growing direct sales to target client bases
  • Recommended, implemented and trained management, peers and staff on search engine optimization
  • Partnered with Marketing in monitoring and evaluating website performance
  • Assisted sales division in the generation of over $225K in annual revenue through technology enhancements
  • Accountable for monitoring, troubleshooting and ensuring high availability of network infrastructure

Confidential, Atlanta, GA

Contract Recruiter

Responsibilities:

  • Contract technical recruiting
  • Develop and maintain a proficient level of expertise, skills, and knowledge of Staffing and Placement programs sufficient to provide authoritative advice and guidance to customers, co-workers, and leadership

Confidential, Atlanta, GA

Technical Account Manager

Responsibilities:

  • Technical liaison to C-suite healthcare industry executives on design & implementation of disaster recovery & business continuity plans for Confidential enterprise applications using Tivoli platform
  • Deliverables enabled client organization to achieve HIPAA Compliancy
  • Served as technical consultant to customers for system back ups
  • Supported the development of documented standard operating procedures and policies

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