Sales Customer

Wendell Crosley

**** ********* *****, ******, ** 75061

Res: 972-***-****, cell: 214-***-****

***************@*******.***

Information Technology, Program Manager/Team Leader/Technical Support

PROFESSIONAL PROFILE

Information Technology (IT) professional possess strong experience in

technical support, team leadership, and program management. Primary focus

is utilizing broad technical, leadership, and management experiences to

achieve customer satisfaction and "win-win" results. Own a unique blend

of broad technical knowledge, leadership, and client/team management

skills. Managed, led, or resolved numerous complex technology based high-

profile customer support issues while achieving a high customer

satisfaction rate utilizing a proactive and participative management

style. Specific expertise in:

Program/Relationship/Project Technical

Management Support/Consulting/System Analysis

Team Leadership/Mentorship Enablement/Skills Transfer

Delivery

Solution/System Assurance Problem Determination/Resolution

PROFESSIONAL EXPERIENCE

IFT Consulting (Entrepreneur)

2002 - Present

Director of Information Technology and Finance, IT Consultant

Responsible for managing the information technology division and all

financial aspects such as cost analysis, budgeting, pricing, and

technical services for the business. In addition, provide IT services

such as systems analysis, consulting services, hardware, software, and

networking implementations, system repairs, and technical support of

client environments. Accomplishments include:

. Provide consulting, system analyst, or implementation services for new

IT infrastructures or upgrades to existing infrastructures at several

small businesses such as advertising/marketing/public relation firms,

restaurants, auto repair shops, metal cycling shops, food processing

plant, construction office, etc.

. Function as primary focal point for several small businesses involving

ISP and telecommunication vendors.

. Manage all financial aspects of the company such as cost analysis,

pricing of services, invoicing, accounts receivable/payable, taxes,

budgeting, etc.

International Business Machines (IBM) Corporation

1989 -2009

Advisory Software Engineer

Responsible for providing consulting services and the management of IBM

Business Partners world-wide with the integration of their solutions or

service offerings with IBM collaboration product offerings.

Accomplishments include:

. Managed and consulted on more than 300 Business Partners engagements

world-wide achieving a customer satisfaction rating of better than 95%

based on surveyed results.

. Managed more than 100 IBM Business Partners through the software

technical validation process resulting in the insertion of more than

200 application solutions in the IBM Business Solutions catalogs.

. Managed and delivered more than 10 technical enablement workshops

resulting in skill enhancement of more than 200 IBM Business Partners

world-wide achieving a customer satisfaction rating of better than 95%

based on surveyed results.

Information Development Specialist

Responsible for the management, creation, and delivery of policies,

standards, and procedures regarding opportunity identification (OI)

materials to be presented to IBM Customers, IBM Business Partners, and

the technical community. Accomplishments include:

. Managed, created, and delivered standards, policies, procedures, and

templates for the customer sales, marketing, and enablement materials

resulting in a better than 10% increase in customer satisfaction

during customer enablement sessions.

. Managed, defined, and created virtual deployment environments for use

during customer technical enablement workshops for the entire

organization and outside entities, increasing overall productivity by

30% and reducing overall development time by better than 20%.

Product Introduction Center Professional

Responsible for the management of IBM Early Support Programs requiring in

depth knowledge of the software development life cycle; providing

technical support and consulting services to participates; creating and

executing customized project plans; managing program participants and

program feedback; delivering status and final reports to product brand,

marketing, and management teams. Accomplishments include:

. Managed, consulted, and supported more than 300 Early Support Program

participants world-wide resulting in a customer satisfaction rating of

95% or better based on surveyed results, a retention rate of better

then 80%, and an 85% or better return rate on feedback survey

requests.

. Managed and lead world-wide teams consisting of geographically

disbursed technical professionals to achieve program targets such as

the number of managed participants of 15 or more; number of unmanaged

participants of 100 or more; participant retention of better than 80%;

participant feedback survey return rate of 85% or better; program

participant satisfaction of better than 90%; and enablement workshop

participant satisfaction of better than 90%.

. Developed, delivered, and managed Early Support program enablement

workshops for over 300 program participants world-wide and achieved a

customer satisfaction rating of better than 90%.

. Created and delivered weekly, monthly, and final reports to executive

teams on the progress and results of each managed program ensuring a

successful product introduction offering to the marketplace.

Senior IT Specialist

Responsible for providing team leadership to a team of 6 to 10 technical

support professional as well as managing and supporting IBM Customers,

Business Partners, and the IBM technical community with enablement

activities involving IBM communication and networking product offerings.

Accomplishments include:

. Managed and consulted more than 100 external customer engagements

involving proof of technology demonstrations, solution assurance

reviews, post sale cost recovery, or progression of sale activities

resulting in either competitive " win backs" of several million

dollars in sales revenue or potential sales opportunity while

achieving a 90% or better customer satisfaction ratings based on

surveyed results.

. Managed and consulted numerous external customer critical situation

issues resulting in the retention of several million dollars in sales

or potential sales revenue.

. Developed, delivered, and managed more than 20 specialized enablement

workshops for external or internal customers achieving a customer

satisfaction rating of better than 90% based on surveyed results.

. Led a team of technical support professionals to successfully perform

more than 500 customer engagements, deliver more than 30 specialized

enablement workshops, maintain advanced technical skills, and exceed

customer satisfaction and responsiveness targets set by management by

more than 5 percent.

Team/Product Leader

Responsible for managing, enabling, and supporting an advanced support

team of 15 to 20 Level 1 personnel to achieve a less than 2% call

abandonment rate and 88% or better customer satisfaction rate while

handling over 300 problem records a week relating to issues implementing

IBM communication and networking product technologies.

Marketing Support Representative

Responsible for managing, enabling, and supporting more than 400 advanced

level problem records for the IBM technical sales community and IBM

Business Partners, achieving a responsiveness and customer satisfaction

rating of better than 95% based on surveyed results involving IBM

communication product offerings.

COMMUNITY SERVICE

La Voz Del Anciano (Non-profit) - Volunteer IT Consultant

West Dallas Neighborhood Development Corporation (Non-profit) - Volunteer

IT Consultant

Raleigh/Durham Minority Business Development Center (Non-profit) -

Volunteer IT Consultant

EDUCATION

BBA, Computer Information Systems, University of North Texas, Denton,

TX

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