Project Manager Sales

Scott Harris, SSGB

Seattle, WA *****

919-***-**** . *********@*******.***

Multilingual Business Development Manager

Ambitious, versatile and multilingual IT management professional with a

demonstrated background in directing technical resource and client

satisfaction programs to maximize productivity and enhance client

retention. Proven expertise as Project Manager, overseeing field processes

for various hardware and software resources. Offer expertise in the

Information Technology industry in cross-functional project collaboration,

customer satisfaction and process improvements. Fluent in English and

Spanish. Advanced skills in Portuguese.

Areas of Expertise:

Lean Six Sigma Green Belt Customer Satisfaction

Certified Improvements

Project Lifecycle Management Technical Documentation

Operational Analysis & Process Development

Design Sales Pipeline Management

Customer Relationship Management Resource Procurement & Vendor

Relations

Professional Experience

Lenovo, Morrisville, NC 2009 - Present

Business Development Manager

Services Sales Management for the Latin American and Caribbean region

Key Duties

Created offerings that brought in $400K in new revenue in one quarter

Increased services revenue by 33% in one quarter

Recovered $100K in unassigned revenue

Trained Sales force on Service Offerings

Sales Pipeline Management

Customer Relationship Management

Lenovo, Morrisville, NC 2005 - 2009

IBM, Boca Raton, FL 1998 - 2005

Regional Service Channel Program Manager

Provide high-level management support in delivering expert PC / Server

Hardware and Software Service solutions for 500+ Service Partners and 10

regional Representatives, across multicultural environments.

Serve as key player in supporting IBM / Lenovo warranty and technical

support functions, including addressing and resolving client concerns and

training sales staff regarding all Warranty / Service policies. Serve as

Project Manager, interfacing directly with third party vendors regarding

service tools used by field technicians. Maintain communication with

clients performing Warranty claim analysis and formulating analytical Cost

vs. Benefit cases to support service initiatives. Assess project

schedules, assign work tasks, monitor benchmarks, and report project

status to regional management. Oversee training of 10 direct reports;

serve as subject matter expert regarding all support tools and processes.

Serve as Lean Six Sigma training coordinator.

Key Achievements:

Led migration of legacy warranty claim system to SAP. Net savings of

$425K per year.

Drove implementation of multi-tiered labor structure. Reduction in labor

cost of $300K per year.

Implemented an order bundling process to the warranty claims processing

tool, which reduced parts handling charges by $170K per year.

Directed migration of telephone-based surveys to email-based tool.

Annual savings of $150K

Drove communications, training and support document translation

improvements through Call Centers. Customer Satisfaction improvement

of 10 percentage points in a 7-month period

Implemented part order screening process and enhanced entitlement. $50K

reduction in parts usage in a six-month period

Credited for improving Business Partner warranty service coverage by

25%, thus increasing Customer Satisfaction rating by 5 percentage

points in a 6-month period.

Led deployment of Customer Replaceable Parts process through IBM Call

Centers. A $30K annual reduction in labor was attained.

Implemented process to test warranty parts returned by Business

Partners. $100K reduction in parts usage in a six-month period

Instrumental in continuous management of warranty processes and

procedures during the Lenovo buy out of the IBM service contract.

Implemented warranty entitlement enhancements. $30K reduction in annual

labor cost

Trinova Computers, Quito, Ecuador 1997 - 1998

Service Manager

Served as director of the Miami Office, assembling and testing client-

specific personal computers.

Directly interfaced with clients to support system equipment, as well as

modified, upgraded and repaired software applications and computer

hardware. Assessed end user needs, consulting with client to evaluate

hardware and software requirements. Supervised four field technicians and

PC assemblers, overseeing all technical component assembly. Wrote end-user

manuals for all computer models. Provided pre- and post-sales support to

improve customer satisfaction. Oversaw training of both sales staff and

field technicians regarding system operations and customer care.

Key Achievements:

Drove project to improve assembly / testing processes that delivered a

10% savings in production costs.

Established and introduced customer service processes.

Provided detailed research in procuring product boxes and packaging

materials.

B&B Electronics, Ottawa, IL 1990 - 1997

Engineering Technician

Proactively developed high-end manufacturing testing procedures and

equipment; troubleshot and repaired manufactured products.

Held responsibility for devising multiple testing solutions and equipment

for both functional and operational product testing. Proficiently analyzed

serial and parallel ports, PC Board and Schematic design, and supported

automated testing equipment. Performed Bill of Material research and price

quotes for standard and custom products. Documented test procedures and

devised solutions to meet product design schedules.

Key Achievements:

Proactively improved quality and effectiveness of testing procedures.

Integrated and tested new testing equipment; oversaw product

customization and support.

Participated in the improvement of assembly and packaging processes.

Education & Credentials

Associate in Applied Science - Major in Electronics Technology

Illinois Valley Community College, Oglesby, IL

Technical Proficiencies

Tools: MS Project, MS Visio, BRIO Query Explorer, IBM DB2 Personal

Edition, SQL queries, SAP, Microsoft Word, Excel, Outlook,

PowerPoint, Lotus Smart Suite, Lotus Notes, Schematic/PCB Design

software, Audio/video editing software (Adobe Audition, Nero),

Adobe Photoshop

Platforms: Windows XP / Vista, xBase, Microsoft SQL Server

Hardware: IBM and compatible PCs and laptops, HP and Compaq servers, PC

Diagnostics

Interests

Travel

Languages

Audio/Video/Photo Restoration

Hiking

Computers

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