Professional Services Manager Resume

SUMMARY

An ambitious and resourceful Customer Success/Professional Services Manager with a proven results - driven track record focusing on delivery excellence, process improvement, and team performance.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential,

Professional Services Manager

Responsibilities:

Lead professional services delivery for the South-Central region, reporting to VP of Americas Professional Services, with a $6M+ book of business.
Manage a team of 14 consultants delivering complex cyber security, automation, and legacy load balancing solutions on engagements with budgets ranging from $20k to $3M.
Collaborate with partners, business development, and sales teams to develop new services capabilities and offerings, leading to a 20% increase in pre-paid bookings.
Created a professional development plan for my team that supported the company strategy to ensure readiness. The result was that my team has the highest number of cloud and security certifications in the PS organization.
Work closely with sales/pre-sales in the creation and planning for professional services engagements, including RFPs, RFQs, and PSOWs.

Confidential

Program Manager

Responsibilities:

Led a high performing team of up to 10 consultants and project managers to drive F5 life-cycle management activities at a "Big 4" banking institution with a budget of over $15m in product and services.
Managed F5's most extensive hardware migration, containing over 300 F5 appliances and spanning 100s of applications.
Provide thought leadership in identifying, evaluating, and developing appropriate global professional services policies and procedures that are efficient, effective, and align with corporate objectives.
Standardized stakeholder communications regarding program status, performance, and metrics.
Drove standardization and continuous improvement efforts of legacy business tools into Salesforce effectively combining multiple spreadsheets and manual processes into a centralized management platform to accurately track and report services pipeline, revenue forecasting, and delivery metrics, which led to saving a 100+ hours a month or productivity across the organization.
Manage the Salesforce upgrade and enhancement roadmap activities for F5 PS operations.

Confidential

Senior Project Manager

Responsibilities:

Manage fixed-fee and T&M professional services engagements at DoD, Federal, and commercial customers valued at $200k to $2m annually.
Prepare comprehensive project plans, with detailed progress and performance metrics for all stakeholders and sponsors up to the executive level.
Manage end to end change management functions and coordination activities between the various lines of business and technical teams.
Provided accurate delivery and resource forecasts, level of effort estimates, and resource assignments for current and proposed service delivery plans emphasizing total cost of ownership and value proposition.
Leveraged PMI, ITIL/MOF, and Agile methodologies for effective service delivery planning and execution, leading to annual contract consumption rates of 95% to 100% with 100% renewal.

Confidential

Systems Analyst

Responsibilities:

Utilize the agile development methodology to re-engineer a legacy VB6 application to C#, with an HTML front-end and converting inline SQL to Oracle stored procedures.
Implemented 12 modules, from POC to pre-production.
Maintained consistent development standards for DoD and 508(c) compliance.
System administration for Microsoft Windows and UNIX servers, including account administration and troubleshooting.
Network administration for CISCO switches, routers and firewalls.
Local end-user support for 150-200 users.
Local member of the AXA Tech Microsoft Exchange L2 and L3 virtual support team supporting ~10k+ end users.
Business continuity and disaster recovery IT team lead charged with exercising developed DR plan annually.