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Services Manager /business Analyst Resume

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SUMMARY:

  • Senior management professional, possessing wide ranging career experience in Client Relationship Management, Project Management, Incident /Trouble Management Resolution and Infrastructure Operations. Self - motivated and focused on results.
  • Proven ability to lead projects and motivate teams to implement successful business solutions. Strong business and technical expertise represented though direct client contact and industry noledge.
  • 23 years of experience in the technology industry including 14 years as a direct customer facing operations support leader
  • Consistent upward progression in the size and scope of assigned clients and projects
  • Management responsibilities including; direct business customer interaction, leading cross-functional/organizational teams, initiative tracking/impact analysis, and sales support.
  • Strong problem solving, verbal, and written communication skills wif ability to interact wif all levels of management
  • Think strategically, establish direction, plan proactively, adapt to change and implement wif precision and excellence.
  • Strong customer relationship building skills
  • Consultative sales

PROFESSIONAL EXPERIENCE:

Confidential

Services Manager /Business Analyst

Responsibilities:

  • Account management for high touch, complex managed hosting and cloud computing customer base generating monthly re-occurring revenue of $ 1.0 million
  • Lead cross functional teams to ensure timely development, implementation and delivery of solutions to client requests,
  • Reduced cycle time for provisioning of new services to supported client base, resulting in an increase in customer satisfaction and higher net promoter scores
  • Successfully transitioned customer base to IBM tool sets, practices and procedures over a 18 month project period, resulting in increased stability of customer environment

Confidential

Senior Client Services Project Manager

Responsibilities:

  • Account management for high touch complex managed hosting and cloud computing customer base generating monthly re-occurring revenue of $ 1.3 million
  • Lead cross functional teams to ensure timely development/implementation and delivery of solutions to client requests
  • Consistently managed all project change activity to an SLA of 99.98 % success rate. resulting in environment uptime of 99.99% availability

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