STRENGTHS

• Project Resource Planning & Allocation.
• Product Development (Software, Hardware, Documentation, QA)
• Process Improvement and Development.
• Domestic/International Customer Service and Support.
• CRM, Customer Engagement and Retention
• Team Building/Recruitment
• Quality Management and Service Delivery

• Managed the customer service and technical support initiative for a $5M software company.
• Implemented a global strategy for measuring and improving services.
• Increased overall sales penetration by 200% utilizing effective market strategies
• Negotiated service contracts with Fortune 1000 companies
• Introduced (3) new storage platforms to Market with expected revenues of 100 million
• Instituted formalized program schedules, periodic program reviews.
• Standardized Project Management procedures for client projects {PMO}
• Managed the delivery of multiple simultaneous products including the introduction of new technologies

PROFESSIONAL EXPERIENCE

Sr. Program Manager

Confidential, RTP, NC (5/2007 - 11/2010)

• Led introduction of software and hardware programs which included the VG2/VG8 Gateway platforms, Celerra FCoE, and numerous platform upgrades and software maintenance releases.
• Drove the creation and management of multiple cross-functional leadership teams, inclusive of EMC\'s core business units, software divisions and and/or third party partners.
• Managed cross-functional priority setting and resource allocation relative to each program, project and/or initiative.
• Managed program staff consisting of (30) On-Shore, (15) Off-Shore, and (5) Home-Shore.
• Remote managed development teams in China {Beijing, Taiwan} and India {Delhi, Mumbai}
• Facilitated partner alignment and maintain partner relationships with cross-functional EMC groups to ensure successful completion of program deliverables.
• Led effort to improve the functions specification and review processes for new feature enhancements
• Led the performance and Q/A test teams in qualifying product stability
• Developed and reported on program roadmap, status, issues and success metrics to C-level personnel.
• Managed, and influenced continuous improvement of product/solution development lifecycle process, practices and initiatives.
• Acted as primary liaison between various business units within EMC (i.e. Engineering Operations, Product Management, QA, Sales, Marketing, etc.
• Manage program budgets, and invoicing from 3rd party suppliers
• Maintained a high record of projects/programs which met time/cost/quality targets.
• Drove several go-to-market programs which yielded (3) new storage platforms, (5) new storage appliances and (3) new software maintenance bundles.
• Acted as the primary liaison with internal and external customers for program delivery issues or concerns.

Engagement Manager
Confidential, Morrisville, NC (12/2005 - 5/2007)
(A business services start-up which caters to SMBs that have big needs with little budgets)

• Created corporate Service Level Agreements for each of Crucillium's four core services
• Established and implemented policies for Vender Relationship Agreements
• Led projects/programs for city sponsored agencies in both NY and DC
• Led project to deploy over ten 11 GHz Microwave RF repeaters from Harris Corp.
• Established procedures/guidelines for Crucillium's corporate Purchasing dept.
• Managed engineering team responsible for deploying 10 GHz. Microwave Antenna systems from RFS for the expansion of a local News provider
• Researched and led the deployment of a hosted Verizon IVR solution for the BCHC
• Created training materials for the remote Customer Support Team
• Implemented Asset Tracking and Decommissioning procedures for Crucillium and their clients.
• Directed and Trained 20 Customer Support specialists in troubleshooting Network, Desktop, and Vendor related issues
• Supervised support staff, which included performance appraisals and justifications for training and promotions.
• Developed and maintained full responsibility for Service and Marketing departmental budgets
• Established Customer Complaint and Retention policies for Crucillium LLC
• Assumed role of Sales Manager to establish marketing and telemarketing teams
• Designed marketing content for Crucillium advertising collaterals
• Led design team responsible for creating Crucillium marketing materials
• Established standardized Project Management procedures for client projects {PMO}
• Created RFP/RFI team to seek out and obtain federal and private SMB local and federal government contracts
• Integrated ClearCase LT with Rational ClearQuest on several midsized projects to allow clients access to workflow management and product/program defect and change tracking
• Designed Crucillium's first interactive RFP/RFI template
• Coordinated all vendor activities in relation to specific client projects

Pre/Post Sales Engineer
Confidential, Raleigh, NC (2/2004-12/2005)
(Ushering in a new age of technology for the Beverage Wholesale Industry)

• Assisted in creating in-house Technical Support documents for the "Intervolve RAS".
• Designed user training materials for internal support staff as well as corporate clients
• Acted as Project Manager for the installation and testing of the Intervolve system. {An ERP based application designed to increase the storage, invoicing, and movement of products within a warehouse distribution environment}
• Provided remote and on-site technical support for the RAS application
• Engaged in on-site product demonstrations and Q/A sessions
• Performed on-site and remote network surveys in preparation of installations
• Remotely configured the Route Accounting System (RAS) back-end functions to meet customer specifications
• Responsible for the configuration of Symbol MC50 Pocket PCs used to run RAS
• Developed integration programs, custom reports and enhancement requests to increase usability and adoption of the RAS
• Trained warehouse personnel on customizing the RAS to handle stock rotation tracking
• Configured over 100 wireless enabled Rugged notebooks from Model Demand's xTablet 8400 line
• Performed site diagnostics for the installation of new mobile technology devices
• Led Unix system deployment for all customer locations
• Designed a new customer loyalty program for Intervolve clients
• Tested and debugged RAS software functions and document modules
• Preformed on-site network troubleshooting diagnostics during site visits

Business Development Consultant
Confidential, Morrisville, NC (10/2002 - 12/2005) * PT remote position from 2002-2005
(A business services start-up which caters to SMBs that have big needs with little budgets)

• Established sales channels with technology vendors and business suppliers
• Created prospecting and cold-call procedures for remote sales team
• Trained junior sales personnel on effective "Selling of Services"
• Preformed sales demonstrations to potential clients utilizing Webex, and later MS Live Meeting technologies.
• Created high quality Power Point and Adobe Live-Cycle presentations to demonstrate the benefits and features of Crucillium services.
• Designed Pre/Post-Sales support procedures for ensuring client understanding and satisfaction of purchased services.
• Established a Vendor Training program which provides training to Crucillium sales team for hardware and software products promoted by the company.

Project Manager
Confidential, New York, NY (7/1999 - 10/2004)
(Managing technology's role in establishing timely access to the Bloomberg Market Data Service)

• Coordinated the installation of over three hundred Bloomberg terminals in ten geographic territories throughout the West Coast including Hawaii and Alaska
• Provided Project Management services to customers to manage the delivery of Bloomberg related hardware and supplies, as well as management vendor service and installation technicians.
• Provided ongoing project life-cycle support to fifteen IBM/TSS technicians contracted to install Bloomberg terminals within assigned territories
• Supervised in the site preparation, install, and testing of BRI-ISDN, 56K, DS3, T1 ATM and Frame Terrestrial circuits using Fluke T5-600 and DMM/Data loggers
• Provided existing customers with provisioning and configuration of their private SONET rings for access to the Bloomberg network
• Responsible for the basic installation and configuration of Cisco 1600, 1700, 3725s and Bay ARN/ASN Dual Ethernet ISDN/DSU routers
• Assisted prospects/existing customers with product demos to introduce newly released functions of the Bloomberg system {these activities are geared towards increasing sales and are usually done via the telephone}
• Provide technical support to all customers for issues with Bloomberg provided hardware, and software units
• Offered logistic support which included shipping (ESO), relocation (RELO), return (RMA), and up-grade of all Bloomberg equipment at customer sites
• Assumed the role of Project Manager for customers who desire to build trade desks surrounding the Bloomberg Professional Application
• Assisted Bloomberg technicians with setup and networking of customer owned WinNT4, Win2000, Win95, Win98, Win XP Professional, and Solaris 7 workstations
• Assisted with billing and other account management activities for customers with sales to Bloomberg of $20 million or more per year
• Provided post, and pre-sales engineering support to the Bloomberg West, and East Coast sales teams
• Aided clients in the creation of remote Data Centers in order to house Bloomberg data lines and DR systems
• Provided security support to customers who needed to modify existing Check Point Firewalls to allow bi-directional traffic originating from the Bloomberg network
• Aided customers in developing cost effective LAN and WAN designs to allow remote sites to connect to the Bloomberg network
• Installation and configuration of RSA SecurID and Finger Scanning/Biometric devices for Bloomberg clients
• Performed on-site and telephone training for all Bloomberg users and technical support personnel

Technology Associate
Confidential, NA, New York, NY (6/1998 - 7/1999)
(Exploration of technology's role in Market Data retrieval and distribution)
Project 542 - Bear Stearns & Co./Sun Microsystems Professional Services - Y2K Rollout

• Used Jumpstart application to configure over thirty new Sun Ultra 5s for various clients
• Assisted in the installation of memory; NIC cards, HDs on both Ultra 5s, and E4500s
• Performed moderate system administration tasks on the newly created Unix systems
• Installed and configured over twenty-nine Real Time Trading Systems
• Interacted with both Bear Stearns and client representatives on various technical and

Financial topics

• Modification of both auto_master, and auto_direct files to allow user access
• Creation of user home directories using the auto_home directory map
• Configuration of mount options to allow full or partial read/write privileges
• Researched and installed appropriate Y2K patches to both 2.4 and 2.5 Solaris environments
• Implementation of HP's OpenView Node Manager Server (Solaris version)
• Configuration and setup of netmon - A HP utility that discovers all nodes on a network

Tangram Enterprise Solution's - Asset Insight 2.5
EMC Retrospect Backup & Recovery 7.5
Advanced SAP R/3 Training
Hewlett Packard's - NetMetrix 5.0
IBM Rational ClearQuest
Remedy Corporation's - Action Request System 4.0
IBM Rational ClearCase LT
EMC/Documentum 6.0 eRoom Coordinator Training
Microsoft Small Business Accounting 2006
NetCom Information - Advanced TCP/IP Administration
Xincon Technology's - Solaris 7 System Administration I/II
Check Point Software - Firewall Internet Gateway v.4.1
Bloomberg University - Advanced Project Management Training
Bloomberg University - Global Contract Review Training

BA, Sociology
AC, Communications Studies
AC, Computer Science