SUMMARY:

• I am seeking a position as a Sr. IT Program / Project Manager or Service Delivery Manager.
• Highly effective in communicating accountability, building collaborative, cross - functional teams, and keeping staff focused on company and client solutions. I am experienced managing people, projects, budgets, and client expectations.
• Specialties: Excellent client relationship management skills; Sales support and customer service; Change management; Program and project management; Solution delivery, Qualitative and quantitative research; Training design and implementation; Organizational Development.

TECHNICAL SKILLS:

Cisco Experience: Cisco Routers Cisco Switches Cisco Wireless Cisco Access Solutions Cisco VoIP Cisco UCCE Cisco Product Training Wireless / Mobility OSPF / EIGRP / RIP / TCP - IP CCNA Expired CiscoOne Metro Ethernet DWDM MPLS VPN Packet Tracer

Software Experience: Microsoft Project MS SharePoint MS Office MS Office 2011 MAC SAP Yammer Mini - Tab M-Plus Visio Wiki JIRA / ZIRA Oracle Apple OS & IOS Microsoft WIN / Linux / VM SalesForce Lync

Other Experience: Statistical Analysis Budget Analysis Waterfall PPDIOO Mobile PMP # 486622 PMI SDLC ITIL Forecasting Communication Skills Collegiate Teaching User Adoption Theory Org. Change Mgmt. ITSM Managed Cloud Service Scrum / Agile Scrum Certified

PROFESSIONAL EXPERIENCE:

Confidential, Wixom, MI

Service Delivery Manager

• Works closely with the Operations teams and managers; maintains an overview of the Cloud IaaS, PaaS, and SaaS strategy and demand, while still getting into the details of daily Operations and processes. Manage the demand, plugged in to both the business and the technical, negotiating budgets, explaining and improving the strategy, handling escalations, awareness of time to market, assisting with priorities - are all in a day’s work.
• Provide leadership to team, providing coaching and mentoring of junior team members.
• Build and maintain customer relationships.
• Represent IS offering to the various business units.
• Represent business unit demands / requirements from IS.
• Work with IS leadership and BU.
• Translating customer requirements into working instructions for Delivery.
• Review all implementation plans, including disaster recovery.
• Ensure appropriate OLAs/SLAs in place to support any new services.
• Analyze and review actual service performance against SLAs and OLAs.
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability.
• Escalate issues and drive problem resolution and root cause analysis.
• Ensure projects are delivered on time, within budget, and exceeds customer’s expectations.
• Incident, problem, and change management.
• Ensure ITSM ticket information is updated and accurate.
• Ensures project artifacts are stored and accessible to all stakeholders.
• Leverages big data analysis to provide customer environment insight.
• Provide bi-weekly governance communication with customers, account teams, sales leadership, engineering, and operations.
• Lead quarterly review meetings with client senior leadership.
• New projects / Offering onboarding.

Confidential, DETROIT, MI

Cloud Program Manager

• Responsible for on-boarding new Cloud program / service(s) within the America’s region and ensuring 100% customer satisfaction to the client. Customer facing role and working collaboratively multiple groups within Confidential .
• Accountable for ensuring customer is on boarded into Confidential ’s Cloud environment, and successfully using the cloud service with high customer satisfaction.
• Coordinate with multiple ITaaS and regional PMO groups to ensure cloud solution delivery, SLAs, and customer expectations are met and or exceeded.
• Provide incident management, problem management, and escalate issues within organization to ensure customer satisfaction.
• Assists in ensuring accuracy of service maintenance contracts billing.
• L1 & L2 support.
• Escalate issues and drive problem resolution and root cause analysis.
• Ensure projects are delivered on time, within budget, and exceeds customer’s expectations.
• Incident, problem, change management.
• Accountable for Change control management to ensure stability of environments
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability.
• Attends customer site frequently as appropriate.
• Leverages big data analysis to provide customer environment insight.
• Provide weekly governance communication with customers, account teams, sales leadership, engineering, and operations.
• Leads preparation for customer quarterly business review.
• Interacts regularly with the operations team at the customer site.
• Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.
• Focus on driving new program operation efficiency.
• Do whatever it takes to ensure our customers are raving fans about our cloud services

Confidential, DETROIT, MI

Solution Delivery Manager

• Responsible for the roll-out of a new joint venture Enterprise Agreement License program with Cisco and Confidential for a major global automotive manufacturer in Detroit. I was the onsite liaison between the General Motors (GM) and Confidential . I was responsible for day to day issues and requests, conducting weekly governance meetings with senior level client executives, and ensuring 100% customer satisfaction.
• Responsible for roll out and establishing the Confidential / Cisco Enterprise Agreement and SaaS solution at a major automotive manufacturer in Detroit, Michigan. Developing governance, operational guidelines for global support, business development, while driving innovation and customer satisfaction.
• Developing relationships and building teams to deliver quality service.
• Own day-to-day client relationship with C-Level stakeholders at GM.
• Delivering service that meets SLA and delivers high customer satisfaction.
• Identify staff augmentation and solution opportunities at GM.
• Identify and develop requirements to implement B2B at GM.
• Provide incident management, problem management, and escalate issues within organization to ensure customer satisfaction.
• Assists in ensuring accuracy of service maintenance contracts billing.
• L1 & L2 support.
• Escalate issues and drive problem resolution and root cause analysis.
• Ensure projects are delivered on time, within budget, and exceeds customer’s expectations.
• Incident, problem, change management.
• Accountable for Change control management to ensure stability of environments
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability.
• Attends customer site frequently as appropriate.
• Leverages big data analysis to provide customer environment insight.
• Provide weekly governance communication with customers, account teams, sales leadership, engineering, and operations.
• Leads preparation for customer quarterly business review.
• Interacts regularly with the operations team at the customer site.
• Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.
• Focus on driving new program operation efficiency.

Confidential, Troy, MI

Senior Customer Experience Manager

• Responsible for transforming Confidential processes, people, technology and culture to be focused on the quality of client experience at all levels. Supporting Service Desk and End User Compute from the perspective of being the voice of the customer to ensure CSAT and drive innovation.
• Evaluate client’s end-user experience of existing service desk experience.
• Desktop support.
• L1 & L2 support.
• ServiceNow
• Incident, problem, change management.
• Escalate issues and drive problem resolution and root cause analysis.
• Identify new opportunities to provide end-user support.
• Gather end-user requirements for client experience and innovation opportunities.
• Measure customer experience against SLA.

Confidential, San Jose, CA

Program Manager

• This role combines program manager, project manager, business analyst, and engineer skills. Supported Cisco Service business units to ensure IT Service Level Agreements (SLA) metrics were being met and worked on processes of improvement. Role required cross-functional collaboration.
• Systems Health Intelligence - develop business requirements and expectations of critical systems and business capabilities.
• Work with business teams and IT to build SLAs, measurement, and reporting of health data, driving improvement project development using Salesforce.com to report data from Remedy.
• As part of the ongoing efforts to optimize 240 critical systems used by Cisco TAC, Advanced Services and Supply Chain. Engage with IT and business stakeholders to ensure the problem management efforts were identified, prioritized, progressing, and positively impacting business performance.
• L1 & L2 support.
• Remedy
• Incident, problem, change management.
• Escalate issues and drive problem resolution and root cause analysis.

Confidential, Warren, MI

Site Operations Manager

• Responsible for GM’s Warren Technical Center (WTC); LAN/WAN and wireless campus network infrastructure. Managed a team of vendor contractors to ensure network infrastructure was updated as required. Ensured GM’s IS&S gold build standards are followed, ensured ITIL and PMI processes followed, review network designs, and ensure installation and daily network operations for the Warren Technical Center are being adhered to, and all vendor SLA(s) are met.
• Responsible for GM’s WTC campus network (LAN/MAN/WAN).
• Desktop support.
• Managed team of contractors and vendors.
• Identify end-user network requirements & ensure final solution meets end-user & GM’s goals.
• Manage P&L for all capital projects.
• Perform duties within a matrix organization.
• Key member of change management board.
• L1 & L2 support.
• Remedy
• Incident, problem, change management.
• Escalate issues and drive problem resolution and root cause analysis.

Confidential, Wixom, MI

Consultant / Owner

• Created an independent consulting company focused on project managing and installing Cisco LAN/WAN and wireless solutions. Other services included technical training and course development.
• Services included business development, sales, engineering support and project management.
• Business development.
• Project managed an IPT/Cellular pilot for Motorola & Nextel at GM.
• Customer base included GM, Motorola, Nextel, and small businesses.

Confidential, Southfield, MI

Consulting Systems Engineer

• Represented Cisco’s Service Provider Wireless BU in North America working with existing Cisco service provider account teams on all service provider wireless sales opportunities.
• Assisted local account teams on conference calls and customer visits.
• Identify new opportunities, and drive pipeline for BU.
• Represent Service Provider Wireless BU to local Cisco account teams and their customers.
• Exceed assigned quota.
• Conducted training seminars to customers throughout North America.
• Presented Cisco wireless solutions at customer executive briefing presentations.
• Identify customer’s requirements; develop design solution, and BOM.

Confidential, Livonia, MI

Senior Sales Engineer

• Initially responsible for supporting existing accounts within Michigan, Ohio, and Missouri, including MCI, Chrysler, DOW, Owens Corning, EDS, Whirlpool, Hallmark, and UMB Bank.
• Identify new opportunities, and drive pipeline for region.
• Identify customer’s requirements; develop design solution, and BOM.
• Awarded N.E.T. MCI Alliance award for turning Chrysler around and generated over $1 million in new business. Developed two new accounts: State of Michigan and UMB Bank in Missouri.
• Chrysler Motor Global WAN network expansion & data center move.
• Exceed assigned quota.

Confidential, Southfield, MI

Application Sales Engineer

• Identify new opportunities, and drive pipeline for region.
• Sales overlay for 10 states, driving LAN & WAN product solutions.
• Identify customer’s requirements; develop design solution, and BOM.
• Exceed assigned quota.