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Global Service Offering Delivery Project Manager Resume

Morrisville, NC

SUMMARY:

Project Manager with significant experience in technology business environment working with all phases of product planning development from concept to completion. Managed global teams consisting of over 35+ cross - function team members. Collaborated with internal teams and external partners to successfully launch new major products/programs. A self-starter who is able to work in a fast-paced, dynamic environment, and adapt quickly. Proven ability to manage major risks and issues through effective mitigation plans and proper escalations. Exceptional organization skills required to lead, prioritize, and execute multiple projects simultaneously to completion.

EXPERTISE AREA:

Project Management Global Environment Team Building & Mentoring Project Scope

Project Scheduling IT Environment Leadership Project Plan

Negotiation Effective Communicator Customer Experience

Project Planning Analytical Cross-Functional Teams Presentation

PROFESSIONAL EXPERIENCE:

Global Service Offering Delivery Project Manager

Confidential, Morrisville, NC

Responsibilities:

  • Lead a Global cross-functional service offering project team to define, commit, develop, and launch Data Center Group service offerings for new products and programs to market.
  • Ensured the core team launches the offering at the desired quality level and meet the time to market plan.
  • Represent the project team in presenting the project status and formal checkpoints exit results to executive management team.
  • Managed the service offering project team to launch on target service offerings for new strategic multi-million-dollar partnership with vendor.
  • Helped achieved over $5M revenue by launching on time strategic storage and solutions programs/projects.
  • Successfully launched Confidential first Data Center Group badge Technical Account Management Offering which served as a trusted advisor to the customer. Designed the end-to-end process from sales to execution.
  • Created a plan change request process that enabled the project team to have a standardized method and procedure to handle changes to projects and minimize impacts to 60% on incorrect or inconsistent offering definitions and plan of records.
  • Launched the first Hardware as a Service Data Center Group offering.

Global Service and Support Readiness Project Manager

Confidential, Morrisville, NC

Responsibilities:

  • Developed worldwide support plans for System x products and solution programs in development.
  • Provided service requirements and direction to Development Offering Delivery Teams resulting in products that are high quality, easy to diagnose, and to service within the allotted warranty and maintenance budgets.
  • Ensured readiness for support of products prior to product shipment approval.
  • Employed cross-functional teaming with project stakeholders to achieve best of breed products.
  • Drove improvements to product design and function in order to reduce warranty costs.
  • Provided lifecycle service advice and continual improvement opportunities during the life cycle of the product.
  • Promoted to Team Lead of Global Service Delivery Project Team.
  • Effectively managed 15 staff which included 11 In Beijing and Taipei. Hosted weekly interlocks with AP teams during their time zones and traveled to Beijing and Taipei to conduct additional training and interlock on process and procedures.
  • Served as the service team subject matter expert in the Bold Launch process team which created an end-to-end Data Center Group launch process. Reduced time to market by 30% while obtaining 100% milestone integrity.
  • Defined and created a new support structure to support new ThinkAgile systems.

Team Lead Product Engineer

Confidential, Research Triangle Park, NC

Responsibilities:

  • Provided the last point of escalation for customers and tasked with managing the case to completion.
  • Aided customers through hardware and software issues in critical situations with a focus on client satisfaction.
  • Worked with development to identify defects.
  • Served as Member of Multiple Onsite Team Taskforce to provide resolution to high visibility accounts that resulted in $1 M of warranty savings.
  • Created a management system to track and prioritize team engagements.
  • Reduced warranty cost by creating proactive field support alerts.

Technical Hardware Engineer

Confidential, Research Triangle Park, NC

Responsibilities:

  • Performed diagnostic support for hardware and software issues, problem analysis, and hardware replacement.
  • Promoted to system management team to support customers using Confidential systems Management software to remotely and locally manage systems across LAN/WAN environments.
  • Troubleshot connectivity issues with customers using routers by analyzing the following: ports being used, gateways configured, IP addresses, subnets, and verifying topology. Configured customer’s LAN/WAN environments to effectively operate in a system management environment.
  • Advanced to a team that provided accurate and detail system configurations for dealers and customers.
  • Participated in a worldwide Confidential forum for technical support.

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