SUMMARY:

• 10 years’ cumulative experience drafting, reviewing, interpreting and negotiating contracts for VMS/MSP partners and clients in various industries including real estate, government, logistical and retail sectors as well as, IT clients in banking, investment and telecommunications industries.
• 5+ years’ experience working in the VMS/MSP industries managing and growing some of the largest client accounts for an MSP account overseeing MSP implementations and contract administration both domestically and overseas with daily duties to include, managing KPI’s and vendor management.
• 5+ years’ experience managing vendors, building and fostering strategic relationships with hiring managers, department managers, and VMS/ MSP partners on a regular basis to assess business needs, requirements, performance and overall satisfaction.
• 5+ years’ experience in a leadership role leading a team of 17- 23, tier 1 technical support employees in a call center environment conducting interviews, employee scorecard reviews, quality analysis and up-training.
• 6+ years’ experience in a leadership role responsible for project managing large-scale complex $100 - $2m design engineering projects from the planning phase thru test and turn-up, ensuring timely completion and within budget.
• 4 years in a human resources capacity; responsible for screening resumes, onboarding the contractor, drafting the job responsibilities and facilitating the end-to-end hiring process.
• 20+ years in various business analysis capacities designing implementation solutions, analyzing complex data using the full MS Office suite of products and providing work-flow analysis.
• 3 years’ experience in managing large corporate events of 100 + attendees; as well as, managing large event aspects through volunteering; duties included coordinating the location, vendors, speakers, presentations, catered meals and the use of audio and visual capabilities.
• 5+ years’ experience in vendor and client account management managing the full-lifecycle recruiting process, work orders, time-entry, and system/user training and onboarding of both suppliers and contractors.
• 15 years’ experience in operations in various engineering, SAAS and call center operations.
• Excellent ability to multi-task and prioritize and excel in fast-paced environments.
• Exemplary customer service skills and the ability to handle escalations with professionalism to obtain positive outcomes.
• Excellent verbal, written and interpersonal communicate skills and strong ability to generate new business and foster communication that is required to ensure strong partner relationships.

TECHNICAL SKILLS:

• MS Office
• Oracle
• SalesForce
• Remedy
• Outlook
• AutoCad
• Visio
• Rally
• Slack
• DocuSign
• IQN
• MS Project
• DocuSign
• ADP
• CSG
• Sharepoint
• Kronos
• IssueTrak
• iGlass
• DOCSIS
• SAP
• Jira
• Ariba
• Workday

PROFESSIONAL EXPERIENCE:

Project Manager / Coordinator

Confidential, Centennial, Co

Responsibilities:

• A member of the DevOps/Agile leadership team; facilitating project logistics; such as meetings, conference calls, provides general support to DevOps/Agile software engineers and participates in leadership and agile Scrum meetings.
• A leader in Change Management as a Project Manager responsible for coordinating all aspects of relocation for a large team of engineers including; team events and team support, logistics, office design and redesign and getting teams excited about moving downtown.
• Assists in daily stand-ups, sprint iterations and facilitates team retrospective meetings and manages sprints via Rally software.
• Assist in Facilities coordination; to include logistics related to relocating a large department to new location.
• Change Management - Project manages all aspects of office redesign to include; new furniture, layout, logistics, and telephony requirements.
• Acts as an advisor/liaison to key business partners regarding ongoing projects, routine tasks, and overall operations.
• Event coordination; including meeting set-up and tear down, logistics and providing all catering details for large events, trainings sessions, brochures and marketing material for conventions and trade shows.
• Generates all RFP’s and RFQ’s for materials, supplies, and new furniture using Jira, as required for office redesigns and events.
• Coordinates and manages all scheduling and technical performance of group programs and training initiatives.
• Manages all aspects of contract management and negotiation for vendors as it relates to speakers for events or materials to redesign office.
• Utilizes MS Project to manage ongoing projects and utilizes Slack to communicate to the group at large.
• Creates organizational charts using Visio software, conducts surveys related to needs assessment, drafts minutes, and manages and creates departmental expenditure reports and gathers and records data involving assets.
• Utilizes Sharepoint to manage all aspects of meeting planning, event coordination and all training activities for a large engineering and software organization; duties include project scheduling, budgeting, catering and administrative tasks.
• Assists in the development and execution of departmental goals and initiatives, working with internal and external stakeholders.
• Manage and host large events, conventions and trade shows including; acting as a presenter, and managing on and offsite locations, catering, meals, seating and logistics for up to 300 attendees.
• Presenter in regularly scheduled scrum and Showcase events and assists in development of presentations.
• Liaises between Facilities and the leadership team as it pertains to details related to the relocation and redesign of existing and new Confidential offices.

Sr. Contracts Administrator

Confidential, Greenwood Village, Co

• Reports to the VP of Shared Services as an Administrator in a Shared Services/Professional Services (VMS/MSP) capacity providing consultative resolution to negotiated contracts for both suppliers, clients and managed partners alike.
• Prepares, drafts, negotiates, administers, and interprets and manages all new supplier and customer VMS/MSP contracts; including, contracts, MSA’s, SOW’s, Supplier Letter’s, amendments, termination letters COI’s and RFx’s.
• Provide business analysis on a daily basis; analyzing contractor data, supplier forms and onboarding, and contracts analysis utilizing SalesForce, Excel and Confidential .
• Manages the entire full-scale implementation process for implementing clients and suppliers into the IQN MSP or VMS program from the sales phase thru the interface design, onboarding of the client and suppliers and go-live.
• Manages the complete supplier onboarding process from initial request through supplier training; this includes creating supplier profiles and managing all NDA’s, MWDVE, W-9’s and ACH payment request forms.
• Manages several large client MSA’s and vendor/supplier contracts and RFx’s for several large MSP clients including fortune 500 companies in the technology, retail and government sectors.
• Reviews and negotiates all red-lined contracts and consults/liaises with executives and in-house legal to ensure accuracy.
• Manages and nurtures relationships with key stakeholders and maintains accurate and detailed contracts records and manages a contracts and supplier onboarding documents repository.
• Schedules and conducts all new supplier and client trainings on the user interface, the onboarding process and the requirements of the contract in order to participate in the program.

Customer Account Manager

Confidential, Greenwood Village, Co

• Reports directly to VP of Client Services, providing account management to establish and maintain a large MSP sourcing pipeline in a SaaS environment for large-scale programs within the financial and defense government contractor/IT sectors.
• Senior team-member - Responsible for mentoring, coaching and training all new hires and monitoring successes and opportunities for improvement; as well as, provides on-going feedback to ensure success.
• Supplier Management - Ensures SLA/KPI’s are met. Manages all suppliers to ensure account compliance and serves as a POC for all supplier-related questions related to job postings; including contractor pay, job duties, length of employment, terminations, etc. Manages the full lifecycle recruiting process for a large MSP program.
• Manages 80+ job requisitions consisting of 20+ positions.
• Recruits and manages all strategic recruiting aspects of IT recruitment including onboarding and clearances for IT and high level positions that include: executives, managers, program directors, network engineers, project managers, software developers/engineers, and positions with high level government clearance requirements.
• Conducts interviews and considers the candidates work experience, education, training, knowledge and other pertinent factors and makes recommendations to senior managers based on the interviews.
• Consults with hiring managers to discuss job requirements; including duration, location, security clearance requirements and other pertinent details related to the job requisition.
• Gathers and reviews process data to review risk/gap assessments to ensure ongoing partnership success and account growth; this includes implementing supplier scorecards, manager training of the UI and internal process evaluation amongst other techniques.
• Facilitates the procurement process processing PO’s for contractor funding and reviews invoices for accuracy.
• As a contributing member of the ‘Fun Committee’, designed (7) new team awards that were distributed company-wide on a quarterly basis to employees recognizing outstanding accomplishments.
• Leads/Hosts successful onsite hiring campaign in Irving, TX staffing a brand new call-center with 42 new contractors (CTH) conducting advertising campaigns, preliminary interviews and job opportunity follow-up.
• Other operational duties include: Processing and negotiating salary increases, terminations and facilitating calls to a broad audience of 100+ members to address hard to fill positions.
• Creates and compiles Ad-Hoc reports for distribution to leadership for Quarterly Results and performance reviews of the clients and suppliers.
• Works closely with the internal teams and stakeholders to ensure account success.
• Program Manager/Contracts liaison responsible for onboarding new clients - Western Union, Beechcraft, Diageo, Toys R’ Us and various divisions of existing clients including Northrop Grumman.

Lead Technical Support Representative

Confidential, Centennial, Co

• Provides superior technical support in a leadership capacity to residential customers throughout the National Division of Confidential .
• Utilizes the Remedy ticketing tool, IssueTrak, Docsis and iGlass to log, troubleshoot, diagnose and maintain accurate record-keeping of all customer’s account and services.
• Receives over 80+ incoming calls daily in an inbound call center from residential customers requiring troubleshooting on the cable, internet and digital phone.
• Selected by the organizational leadership team to masterfully lead a team of technical support specialists to test new billing software for organization wide implementation.
• Proven track-record as a SME and leader of a helpdesk team of 17, in the technical support operations group; assisting fellow employees with troubleshooting, handling complaints effectively, and broadening the team-spirit to allow for positive thinking and vision.
• Provided quality assurance through reviewing and coaching peers on sales, one-call resolution and outages.
• Provided general score card coaching and performance coaching to tier 1 representatives.
• A member of the hiring team responsible for conducting hiring events, interviewing and signing on new talent.
• Lead the core initiative to train the Vice President of Sales on core initiatives and core processes.
• Recipient of several local ‘Kudos’ awards for customer acknowledgement of outstanding customer service.

Design Engineer

Confidential, Littleton, Co

• Design Engineer telephone equipment (SONET, ISDN, VDSL, Cisco) inside Qwest central offices.
• Project manages large-scale $1M+ projects from the entire budget planning phase through the test and turn-up of equipment.
• Manages all aspects of design project including; specifications and design work package (DWP), bill of materials (BOM), delivery of materials, the installation process and the technical turn-up of equipment.
• Ensures all design engineered packages are completed on time and within budget.
• Orders materials (BOM’s) and coordinates the arrival of all materials required via SAP, Salesforce and/or COE-FM.
• Travels around the 14-state region performing site surveys to determine need, safety and system specifications not limited to: power, sync, alarming, cable, fiber and space.
• Designs and reviews all cad drawings using AutoCad for installers to reference during installation.

Technical Support Representative

Confidential, Centennial, Co

• Provides superior technical support in a leadership capacity to residential customers throughout the National Division of Confidential .
• Utilizes the Remedy ticketing tool to log, troubleshoot, diagnose and maintain accurate record-keeping of all customer’s account and services.
• Receives over 80+ incoming calls daily in an inbound call center from residential customers requiring troubleshooting on the cable, internet and digital phone.

Sr. Design Engineer

Confidential, Littleton, Co

• Design Engineer telephone equipment (SONET, ISDN, VDSL, Cisco) inside Qwest central offices.
• Manages project initiation for large-scale $1M+ projects from the entire budget planning phase through the test and turn-up of equipment.
• Develops, manages and tracks all aspects of design project including; specifications and design work package (DWP), bill of materials (BOM), delivery of materials, the installation process and the technical turn-up of equipment.
• Engineers and central office and outside plant broadband, power and DSX-1, and DSX-3 equipment inside the central offices and in remote locations ; ie. Remote huts, POP’s.
• Ensures all design engineered packages are completed on time and within budget.
• Orders materials (BOM’s) and coordinates the arrival of all materials required via SAP, Salesforce and/or COE-FM.
• Travels around the 14-state region performing site surveys to determine need, safety and system specifications not limited to: power, sync, alarming, cable, fiber and space.
• Designs and reviews all cad drawings using AutoCad for installers to reference during installation.
• Relies on sound business expertise to make engineering judgement calls when needs arise or as the scale/scope of the project requires.
• Manages project cross-functionally and provides leadership, instruction, and end-to-end responsibilities from design accept through the test and turn-up phase of delivery and customer acceptance.
• Provides direction to installers, circuit provisioners, and technicians in problem solving and technical design.

Circuit Provisioner

Confidential, Littleton, Co

• Design E1/F1 circuits in the TIRKS database.
• Project manages large-scale $1M+ projects from the entire budget planning phase through the test and turn-up of equipment.