Services Manager /Business Analyst Resume

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