Summary

Comprehensive experience in solution consulting services, strategic account management, speech recognition technologies, and services delivery management. Able to build trust and cultivate strong relationships with customers and prospects. Excellent communication skills with clients, able to understand business issues and challenges and translate them into technology solutions. Broad-based business and technical education with significant practical experience.

ACHIEVEMENTS

• Consistently exceed annual staff utilization targets resulting in increased gross margin
• Successfully managed the delivery of over 105 projects in 2011 while exceeding overall quality metrics and coming in under budget
• Provided presale support on eight large engagements cumulating in new sales of over $10M
• Managed over $1M of Project Change Requests during the course of a single 14 month project; increasing the revenue of the services solution to over $4M while maintaining high levels of client satisfaction
• Provided pre-sales support to close the largest enterprise deal ever at Intervoice ($12M+)
• Provided technical account management to grow that account to over $30M in revenue in less than four years
• Designed, engineered, and supported the implementation of multi-thousand port solutions for three of Intervoice’s largest accounts (T-Mobile, Washington Mutual, Qwest)
• Recognized for high performance and nominated to be one of ten winners company wide for Intervoice’s Intercircle award (President’s Club) for three consecutive years by peers and management - winning the award in 2005

EXPERIENCE

Confidential,– Dallas Texas
Senior PROJECT Manager, Professional Services 2005 - Present

• Leader of a geographically diverse client-facing team of 35+ application developers responsible for architecting, developing, and delivering custom applications for premise-based, on-demand, and hosted solutions.
• Prioritize and schedule resources and projects to maximize revenue opportunities and client satisfaction and efficient utilization of consulting services staff
• Built utilization and capacity plan to improve revenue forecasting
• Successfully manage an annual budget of ~$7M regularly attaining expense control goals
• Responsible for 35% of shared revenue stream for professional services
• Effectively manage fixed price and T&E engagements for a wide variety of clients and industries while maintaining gross margin of 20%
• Recruited and built relationships with near-shore contracting firms to provide lower cost alternatives and flexible staffing models resulting in 50% estimated savings over domestic contractors
• Improved existing and created new statement of work templates to help reduce customer redlines and internal review cycles and mitigate project risks
• Interface with sales force regularly, providing pre-sales support with cost and effort estimates for custom application development work while ensuring target margins are maintained which resulted in net new business from clients such as American Airlines, CSX, and IBC Bank. For example one opportunity resulted in a $1.2M professional services order in addition to protecting the maintenance revenue for that client.
• Conduct performance reviews, created staff development programs including mentoring programs and internal training courses, develop annual goals and objectives, new staff interviewing and hiring, resulting in a staff prepared for the growth needs of the business

Confidential,Premium Accounts MANAGER 1998 – 2005

• Technical account management for large strategic accounts from pre-sales through solution implementation. Worked as part of the account team to sell and engineer open standards call center solutions to meet the client’s business needs. Responsible for creating and delivering technical and business presentations, product demonstrations and leading unstructured “white board” discussions to uncover business opportunities and client requirements.
• Cultivated customer relationships and interacted with all levels of management to identify new opportunities and drive incremental business. One such opportunity at Qwest resulted in ~$2M of new business.
• Gathered and defined customer business requirements and application solution requirements to understand and develop the best technical solution that fits the client’s needs
• Managed strong client relationships for reference selling. Because of the strong relationship at Washington Mutual we were able to use them as a valuable reference to help land the T-Mobile account, resulting in an initial $2.6M sale.
• Provided technical continuity and guidance between sales and operations to ensure smooth delivery of customer solutions. This continuity enabled the on-time and on-budget delivery of many large projects such as T-Mobile ($2.6M/4 months) and WaMu (~$3M/7 months).
• Acted as customer advocate to the executive staff

Confidential,Dallas, Texas
Senior Application Engineer 1997 – 1998
Application Engineer II 1996 - 1997
Application Engineer I 1995 - 1996

• Developed interactive voice response systems which provide complex call routing, outbound fax requests, and remote host computer and database access to provide real-time information to callers utilizing the company’s RAD methodology
• Provided leadership and technical support for fifteen RAD programmers in Chicago and Jacksonville offices increasing efficiency of remote staff which in turn resulted in faster revenue for projects
• Handled escalations and managed projects as back-up for group manager

EDUCATION
BS in Information Systems
BBA in Business Management