Management Customer Service
Resume:
Tanya Wilbon 301-***-****
*****.******@*******.***
Profile
Rapid-growth expert with a long track record of quickly building businesses
in diverse arenas. Demonstrated ability to identify, recruit, train and
retain high-performing teams. Board Room experienced big-picture achiever,
who finds solutions to complex issues, effectively sells the vision, and
then executes high-impact strategies that drive sustainable revenue growth.
Outstanding communicator with strong analytical and interpersonal skills
Versatile results-oriented Executive with over nineteen years of
progressive responsibility in managing diverse set of line organizations
and trackable history of achievement in technical project
management/network design and analysis. Expertise includes; technical
problem solving, budget and resource management, business and staff
development, training, system integration and implementation, system
planning. In-depth knowledge of e-commerce systems and long-standing record
in creative client solutions Consistently recognized for exceptional
organizational, analytical and planning abilities, balanced with excellent
interpersonal and communication skills. Strong record as proactive problem-
solver, effective team leader and achiever of financial performance goals.
Areas of expertise: P& L, Strategic Planning, Business and Staff
Development, Financial analysis/management, Project Management/ planning/
implementation, Global IT Operations, Business Process Reengineering,
Disaster Recovery, Policy and Procedure documentation, Technical Support,
Quality Assurance, and Training
. Corporate Vision & . Negotiating/Bidding Large Contracts
Strategic/Operational Planning
. Joint Venture & Strategic Business . Off Shore Sourcing/Product Margin
Partnerships Optimization
. Capital Investment Planning & . Global Market Penetration & Pricing
Financial Modeling Strategies
. Cost Reduction/Containment & Profit . Forecasting & Budgeting (Operating
Optimization & Capital)
. Reorganization & Turnaround . Domestic & International Operations
Management Experience
. Acquisitions/Assimilation, . Development & Roll Out of
Divestiture & Mergers Promotional Plans
Highlights of Qualifications
. President, SCI Consulting Inc.
. Vice President Health Services Division
. ACT-IAC 2007 Partner Graduate
. Program Manager for a 24M GPS/Smart Card program for the District of
Columbia Public Schools
. Award winning writer of case study for the Computer World honors
program entitled "Pools of Storage, Organizing critical data"
. Represented NCMEC on speaking circuit world wide
. Principal for the planning, managing, training, and implementing all
phases of the Microsoft Exchange/Outlook roll out, bringing mail "in-
house" for 300+ end users. Project goals were achieved on time and
within budget
. Added critical functionality to the existing proprietary software
resulting in a $250,000 increase in year over year revenue
. In charge of the development and implementation, of a state-of-the-art
e-commerce procurement system for a Fortune 500 Company, resulting in
over $500,000 in profit for the first year of operation
. Oversaw the planning and implementation of an oracle based Facility
Management software package (TIMSS) for the 3rd largest International
nonprofit organization in the United States
. Developed several Quality Control programs to insure the continued
success of the system once it was established
. Oversaw the development and implementation of a CRM software package
(IMIS) for a Fortune 500 company
. Performed SQL Database Administration and programming
. Led technical development and implementation teams
. Provided technical support to internal and external customers
. Hired, trained, and evaluated personnel
Employment History
SCI Consulting Inc Feb 2010 - Present
President
Led the company in a turnaround effort that took the organization from flat
year over year revenue stream to increased sales and expanded market share
within the Federal space.
Rapid revenue growth of 31% within 5 months
Increased EBITDA to 8.8%
Transitioned the company from a Small Business "mom and pop shop" to
compete in the Full and Open market place
Drove the operational planning, roadmap, and forecasting for a short and
long term goals.
In a resource-restricted environment: turned non-performing assets into
cash; restructured the company's debt to improve cash flow; rebuilt the
management team, implemented quality and leadership training to heighten
customer satisfaction; and ramped up revenues through an aggressive, sales-
intensive growth strategy, strategic partnerships and acquisitions.
Hired sales and marketing teams and tripled revenue run rate within 120
days through both new customer acquisition and aggressive pursuit of repeat
business.
Lead business process improvement initiatives, including new strategic
business plan development along with product definition, pricing and
delivery strategies.
Provided sales leadership and strategy for capturing 9 new business
accounts, including the largest account within the Intelligence Community
equating to $120 million over 5 years.
Reduced costs in Customer Service, Operations and IT while increasing
customer satisfaction and employee morale
Lead interdepartmental process improvement team that increased inter-
divisional productivity, especially in service delivery
Tech Team Government Soultions Feb 2008 - Feb 2010
Vice President, Enterprise Technical Services
Responsible for managing company's largest line organization
P&L responsibility for Federal Enterprise contracts, business development
for task order contract awards across GWACs, key contributor to corporate
management initiatives
Provide strategic direction, operational contracts management, and business
development for business line
Business development for task order contract awards across GWACs
Key contributor to corporate, Executive management initiatives
Established an innovative Quality Initiative Incentive Program to reward
contributions leading to improved service and cost savings
Direct customer responsibility and service delivery for Federal programs,
including customers National Institutes of Health, Department of State,
Federal Aviation Administration, Department of Commerce, Department of
Labor, Department of Homeland Security, and the Federal Emergency
Management Agency
Establish regional long-term and short-term operating and financial goals
including budgets and forecasts to ensure effective operations and optimum
profitability
Direct capital investment projects and infrastructure build outs, including
data/voice telecommunications design, implementation, operations, and
infrastructure consolidations including site closures, LAN/WAN/server
reductions, and business process re-engineering
Manage capture teams in developing, maintaining, and executing win
strategies throughout the capture/proposal process, preparation of
strategy, teaming, solution development, and staffing
Develop and maintain accurate budget templates, maintain the proposal/award
tracking database, and prepare cost substantiation and budget support
documentation for all submissions
Establish and maintain effective customer rapport for mutually beneficial
business relationships with clients
Oversee and coordinate the operational aspects of ongoing programs/projects
and serves as liaison between program management and functional leadership
Establish regional long-term and short-term operating and financial goals
including budgets and forecasts to ensure effective operations and optimum
profitability; develops strategic plans for operations
Develop mechanisms for monitoring program progress, and for intervention
and problem solving with program/project managers and clients
Lead the development/selection and implementation of service development
plans, processes, methodologies, procedures and standards to support the
successful attainment of critical business plans and objectives
Established an innovative Quality Initiative Incentive Program to reward
contributions leading to improved service and cost savings, direct customer
responsibility and service delivery for Federal, State and Local
Governments, and commercial programs, establish regional long-term and
short-term operating and financial goals including budgets and forecasts to
ensure effective operations and optimum profitability
Manage capture teams in developing, maintaining, and executing win
strategies throughout the capture/proposal process, preparation of
strategy, teaming, solution development, and staffing
Tech Team Government Soultions November 2005 - Feb 2008
Program Director NIH
Responsible for the full life cycle program and project management for
primary and subsequent task orders, budget and staff allocations/planning,
contract management, reporting, quality control, and overall growth of the
$27M program
Directed a staff of over 70 professionals responsible for varied tasks
across the NIH Enterprise. Direction and management extended across
multiple ICs throughout the HHS community with staff comprised of subject
matter experts, junior and senior-level technical staff, as well as a
professional staff comprised of experts in varied administrative fields
with responsibilities for deliverables and assignments in a wide range of
accountability
Held complete project P&L responsibility, engagement agreements, statements
of work, project plans and schedules, resource allocation, risk management,
change management, reporting and briefing, deliverables
Planned, organized, and controlled all the activities and functions
associated with the task
Recruited, staffed, trained, assigned duties, and managed personnel
Reviewed task proposal requirements, gather information, analyze data,
prepare project synopsis, prepare specifications for projects, and
coordinate workflow
Directed IT Helpdesk and all IT core infrastructure, network/systems
architecture and operational support for the NIH personnel
Designed, developed, staffed, and budgeted the IT help desk, the core IT
Infrastructure (networks and systems) supporting all Enterprise services,
critical 24x7x365 operations, and Capital improvement projects
Dramatically improved customer satisfaction as measured by Helpdesk
tickets, severity event escalations, and customer surveys. Implemented
new procedures for task assignments, Event/Crisis management escalations,
peer reviews, customer follow-ups, and added informal customer training
programs
Improved operational efficiencies, customer service focus, and employee
moral/retention, by implementing new regional support models. Emphasized
consolidated infrastructure; developed broader, more flexible skill sets,
team building, and peer mentoring; expanded technical training; and
required more local accountability
financial management systems April 2004 - November 2005
Chief Information Officer
Served as the Chief Information Officer for Financial Management
Systems based in Bethesda Maryland. Primary responsibilities
include the operational and technical oversight of the consulting and
technology division, strategic planning, budget projections/oversight,
business process reengineering, disaster recovery, staff development,
project planning, project implementation, marketing (with a focus on
providing government operations and consulting services), and
establishing overall growth for the Division. Additionally, provided
leadership and direction to more than a dozen programs across the
federal, state and commercial markets, led operational and strategic
growth of enterprise-wide IT solutions, provided subject matter
expertise in the area of Enterprise Systems and Infrastructure
Developed, grew, and maintained multiple technical projects
The National Center for Missing and Exploited children September
2002 - March 2004
Chief Information Officer
Served as the CIO for the National Center for Missing and Exploited
Children, the nation's resource center for child protection. Primary
responsibilities include overseeing the day-to-day operations of the
corporate IT Division and satellite offices and defining the corporate
global IT vision leveraging technology to support the business
strategy, all aspects of information technology, direct the long-term
planning and implementation of technology systems to improve service
quality, performance, innovation, and strategic alignment across a
high-growth enterprise, developed organizational plans, goals, and
budgets, and ensures that organizational goals and needs are
effectively supported by appropriate technologies in a strategic and
tactical sense, oversaw the development of a scalable operations
infrastructure that supports reliability, integrity, and security of
data and communications to ensure that the technological strategy
results in creating a thoroughly modern product line capable of
satisfying fast changing market demands, and evaluate and approve
technology investment choices, with particular attention to
prioritizing technology investments across the organization and
assessing the benefits of adopting in-house or outsourced technology
solutions
Gifts In Kind International, Alexandria, VA February 2000 - August
2002
Chief Information Officer
Served as CIO for the 3rd largest International nonprofit organization in
the United States. Primary responsibilities included supporting the
organizations "In Kind" network and its 50 thousand end-users worldwide,
acting as overall Program Director for the entire life cycle of all
technical implementations, negotiating all third party contracts, budget
planning and an analysis, generating proposals, establishing, designing,
and maintaining a secure LAN, Firewall design, monitoring and
maintenance, acting as DBA for all internal and external systems,
development of all IT policies and procedures, Spearhead all Business
Process Re-engineering (BPR) efforts, establishing e-commerce capability,
provide ongoing long and short term IT planning, data storage and
retrieval, develop training programs for internal and external end users,
expand all intranet functionality, provide second and third level support
for all server and end user workstations, develop and implement various
Quality Assurance programs to assure high system performance, develop
emergency disaster recovery policy/plan, manage all IT personnel and
contractors, provide second and third level support for entire network,
oversee all telecommunications design, installation, and maintenance,
design and develop a corporate training program and end user training
manuals to achieve maximum system use, voice and data caballing, and
oversee all network operations and helpdesk management
Integrated Health Services, Owings Mills, MD June 1995 - February
2000
Director of Information Technology
Responsible for facilitating the design and implementation of a state-of-
the-art e-commerce procurement system and a CRM software package while
acting as Project manger/technical liaison between the technical
development team, corporate upper management and the end users to insure
product goals are being met and in a timely manner. Additional
responsibilities include negotiating contracts, budget planning and
analysis, acting as DBA for all procurement systems, establishing
technical alliances to maximize product development efficiencies,
writing/generating IT proposals, providing advice and consultation to all
members of the technical development and implementation teams, evaluating
project requests to access technical feasibility, manpower, and time
requirements, coordinating product development activities with marketing
and training personnel, managing all IT personnel and contractors,
oversee all telephony maintenance/installation developing quality
assurance programs, providing technical assistance in pilot and
production phases, designing and developing the corporate training
program and end user training manuals to achieve maximum system use,
managing the procurement helpdesk, and conducting formal and field
training sessions on the new system.
Sr. Technical Manager
Responsible for management of IHS helpdesk and contact center servicing
over 35 thousand end users
Lifeguard Technologies, Baltimore, MD January 1990
- June 1995
Technical Support Manager
Responsible for providing user support and training for word processing,
spreadsheet, and database software, and peripherals in a Novell
IntraNetWare environment that supports over 5,000 users nationwide.
Additional duties included diagnosing and solving hardware and software
problems, providing various levels of customized training on the
company's standard word processing and electronic mail software
applications, developing technical documentation on microcomputer,
application, and Internet usage
Technical Skills
Hardware: Cisco 515E, Cisco 1700 series routers, PBX, Compaq, Dell,
Gateway, AST, IBM, and other Intel based personal computers and
workstations, Hewlett Packard LaserJet and compatible laser
printers, scanners, DLTV backup
Software: Windows 2000, Windows ME, Windows95/98, Windows NT Workstation,
Windows NT Back Office Server, Microsoft Exchange server 5.5,
Windows for Workgroups, Corel WordPerfect, Microsoft Office97,
Word, Excel, PowerPoint, Access, Outlook, Front Page, Internet
Explorer, Netscape Navigator, Internet Mail, SQL 7.0, Oracle,
PeopleSoft, TIMSS, IMIS, Crystal, Cognos, Powerplay, Remedy,
Merlin, CA product suite (eTrust, CleverPath, BrightStor,
Unicenter)
Networks: Novell NetWare 3.1x, Novell IntranetWare 4.1x, Microsoft
Windows NT Server 4.x
Topologies/ Ethernet, 10/100BASE-T, TCP/IP, IPX/SPX, POP, SMTP
Protocols:
Education/Training:
Howard University, Baccalaureate of Science
1992
IT Infrastructure Library Certified (ITIL)
2007
Disaster Recovery Planning 2004
Security Planning 2004
Managing Difficult People 2003
Advanced Project Management Essentials for IT Executives
2003
Customer Communication and Negotiating Skills for IT Executives
2003
Disaster Recovery Planning 2002
Project Management Essentials
2002
Technical Writing for the IT Professional
2002
Management and Leadership Skills for IT Professional
2001
TIMSS 2001
Helpdesk Management 1999
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