Project Manager Customer Service

Jon Wilner

425-***-**** (mobile) **** ***th St

SE

425-***-**** (home) *********@*******.*** Snohomish, WA

98296

Summary: Over 7 years of experience in the telecommunications industry

with notable roles in Project Management, Professional Services,

and Customer Service. Key highlights include:

1. Project Management of large scale systems

2. Services Program and Product development

3. Revenue, budgets, and P&L Plan development and attainment

4. Customer Service operations and organization development

5. Business plan development and network /product cost analysis

6. Development of best practices and tools for services

department

Education: Central Washington University, Ellensburg, WA

B.S. in Computer Science, 2002

Project Management Professional Certification (PMP), July 2008

Experience:

11/03-Present Allied Telesis, Bothell, WA

Manager, Professional Services (06/08 to present)

Manage operations and execution of the Allied Telesis North

American Professional Services Organization. Define the

strategic direction of the department based on corporate

objectives.

. Manage team of Project Managers and Field Engineers

. Mentor Junior Project Managers on standard processes and

best practices

. Develop, maintain, and enhance departmental processes,

procedures, and documentation

. Create new standards and boilerplates for Statements of

Work

. Create new tools for quoting projects, and estimating

project resources from initiation to completion

. Manage department P&L

. Provide direction to Project Managers for development and

optimization of deployment plans and processes

. Work with internal development on the resolution of

technical field issues

. Provide executive management with project status and

forecasting

Sr Project Manager Professional Services (09/05 to 06/08)

Lead Project Manager for customer professional services

engagements and development of internal department standardized

processes and documentation. Key responsibilities include:

. Deployment of large scale voice, video and data IP networks

(both fiber and copper based) for Education, Enterprise,

and Service Providers

. Responsible for multi-vendor integration, resource

management, customer relationship management, project

reporting, financial acquisition, business process

development.

. Develop project plans, tracking and execution of project

deliverables, test plans, and final delivery

. Prepare RFI/RFQ/RFP responses and present customer

solutions

. Manage project Budget and P&L

. Customer facing, main point of contact from project start

to close

. Work multiple projects simultaneously

. Engage appropriate Allied Telesis resources (e.g. Account

Team, Engineering, QA, Technical Support, etc.) as needed

. Proactively manage changes in project scope, risk analysis,

and contingency planning.

. Develop proposals to meet customer requirements and

estimate the resources and pricing required to achieve

project goals

. Proactively manage changes in project scope, risk analysis,

and contingency planning.

. Mentor junior Project Managers and Engineers

Service and Support Sales (01/05 to 09/05)

Worked as lead sales representative for the North American

Service and Support. Key responsibilities and achievements

include:

. Increased service support revenue for year 2005 vs 2004 by

85%

. Work with equipment sales team in creating service packages

for potential customers

. Developed sustainable process to automate renewal of

contract expirations

. Internally trained sales staff on processes and programs

. Continue customer relations with current strategic support

contracted customers

Lead Technical Support Representative (11/03 to 01/05)

Technical Support Representative for the North American Service

and Support organization. Key responsibilities and achievements

include:

. Design processes and procedures to create more efficient

work environment and ensure proper incident escalation.

. Lead and train support representatives.

. Assist customers with OSI layer 1, 2 and basic layer 3

trouble-shooting and technical support issues

. Assisted in automation of current internal manual processes

. Process RMA requests for returned materials

. Track customer inquiries and issues to conclusion while

managing expectations

. Help to drive sales of service contracts and new product

. Managed, populated, and maintained Allied Telesis's

worldwide online eService Center and database

08/02 - 08/03 Microsoft, Issaquah Technical Support Representative

. First tier technical support

. Creation and tracking of customer trouble tickets

. Routing of customers to appropriate support queues

12/00 - 06/02 Central Washington University, Ellensburg WA, Computer

Science Support Lab

. Provided students and faculty programming and hardware

support

Skills and Strengths:

. Ten years customer service experience

. 7+ years wiring and configuring Local Area Networks, as well as

network design, setup, troubleshooting and maintenance

. Experience with management and database software such as Heat,

Mind Manager, BusinessView, Diver, MS Project, MFG/PRO, Clarify,

and Pivotal

. Highly experienced using Microsoft products including but not

exclusive to: MS Windows (all versions), Word, Excel, Access,

PowerPoint, IE, MS Project, Visio and MS Outlook

. Strong communication and technical writing skills

. Familiar with the following programming languages: C, C++, VB,

Java and HTML

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