Kojo Darkwa

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*** *** ****** **, #**** abmr0z@r.postjobfree.com 425-***-****

Bellevue, WA 98004

Results-driven leader with over 14 years in the technology industry with a proven track record of exceeding

customer support goals seeks a management position with a dynamic company focused on revenue growth

through client satisfaction

- Customer Support Operations - Contracts (SOW and Service Level Agreements)

- Vendor Relationship Management - Marketing Programs

- Business Development/Process - Small and Large Account Relationship Management

- Customer Support Processes - Project Management

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Professional Experience and Achievements

Strategic Consulting Experience - (NextPoint Technologies) 2009 - Present

Business Development, Strategic Partnerships, Sales Development, Strategic Marketing

Director Business Development

- Manage and develop partnership and Reseller programs with Microsoft, Toshiba, Dell, and CISCO

- Identify and Manage Sales programs targeted for Small to Medium Businesses and Public Sector

o Responsible for online marketing solutions to Small to Medium Size Businesses and Public

Sector

- Responsible for coordinating Marketing Events with partners

- Responsible for managing response to RFP’s

Accomplishments: Managed and developed OEM and Software strategic partnerships. Managed business

development process and identifying new sales opportunities. Responsible for winning several opportunities in

the Public Sector and Small to Medium Size Businesses.

Strategic Consulting Experience - (Synaxis Corporation) Microsoft Corporation 2008 - 2009

Project Management, Vendor Management, Partner Event and SharePoint Design and Collaboration

Project Manager – US Reseller Marketing/Application Platform/OEM/Business Desk

- Responsible for managing the delivery of a dashboard reporting solution

- Defined and managed project requirements, two system integrators, Statement of work and delivery

schedules

- Reviewed all requirements for report metrics related to sales and partner marketing

- Managed client expectations and vendor issues including vendor purchase orders

- Coordinated Microsoft two day Gold Partner event with an objective to determine how to increase

business performance the strategic, tactical and organizational level

- Responsible for strategy, design and collaboration of an internal SharePoint Portal for three functional

groups at Microsoft

- Managed selective process, communication, location, and post event survey analysis

Accomplishments: Responsible for overall project management and statement of work. Identified and

resolved project risk. This included a change in vendor delivery strategy. Developed and designed an internal

SharePoint collaborative strategy for five Microsoft departments. Coordinated entire APAC event, including

partner selection, event location, and post event survey.

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(Business Strategic Consultant) Visible Technologies LLC, Seattle, WA 2006-2007

Established Service & Support department that managed, trained, and supported all clients. Project managed

beta and implementation of solution at Dell Computer, GM, Panasonic and Microsoft. Responsible for overall

framework for programs, implementations, training and customer support.

Service and Implementation Manager

- Developed, implemented, and managed all service delivery programs, Software Development Life

Cycle (SDLC), Statement of Work, Service Level Agreements, client training, and framework for client

strategy throughout lifecycle of product use.

- Responsible for hiring, training and coaching a staff of 4 - 6

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- Built and acquired initial client base and penetrated each account by initiating beta process and client

commitment

- Developed, managed and implemented process for all software issues, help-desk support, and

escalation process.

Accomplishments: Managed all update meetings with Executive Management. Responsible for establishing

and managing Dell and Microsoft as initial Beta Clients. Responsible for signing client contracts that exceeded

$1 million in seven months. Responsible for managing Software Development Life Cycle (SDLC), statement of

work (SOW), and Service Delivery Agreements.

(Business Strategic Consulting) SafeHarbor Technology, Seattle, WA 2005-2006

Business Development Manager responsible for establishing relationship with Hewlett Packard.

Business Development Manager

- Responsible for managing strategic partners and developed a sales pipeline of approximately $2

million

- Managed and established strategic relationships with Service Partners, Channel System

Integrators, Reseller partners, Referral partners and platform partners

- Identify process for marketing customer support solutions through channel partners

(Business Strategic Consulting) MiniMart LLC / CAP GEMINI, Seattle, WA 2001-2006

Business Development Manager and Senior Consultant involved in several system implementations at clients

such as CISCO, Allegiance Healthcare, Telecommunication Service of Trinidad and Tobago, Dell.

Sr. Consultant - Business Development Manager

- Involved in pursuing strategic relationship with Oracle

- Focused on service delivery and contracts planning

- Responsible for Managing, analyzed and completing business requirements

- Manage business process and Service programs targeted to Small to Medium size Business

clients (Servers, desktops, laptops, peripherals and MS applications)

- Managed, trained, coached a team of 8

- Involved in reviewing clients Support process and CRM implementation

- Involved in assessment of three call center operations in IL, New Mexico, and NJ.

Achievements: Involved in projects exceeding 5 - 10 million. As a business analyst, I was responsible for

managing the functional aspect of the project. Worked directly with Technical lead in most projects. Consulted

with medium size businesses and provided business solutions such as computers, networks, and printers.

Established approximately 30 clients.

(Customer Support) Government Computer Sales (GCSI), Issaquah, WA, 1997-2000

Responsible for establishing a Customer Support Division at GCSI a Gateway Reseller, which generated over

2 million dollars in sale of service programs with a gross profit margin of approximately 30% the first year.

Director Customer Support

- Responsible for defining methodology and implementing Customer Support division

- Managed the entire Support Team/Division; set-up entire Technical Support infrastructure.

- Managed team of 15 Technical Reps.

- Responsible for hiring, training and coaching of Technical and Customer Service Reps.

Achievements: Established a customer support division with revenues exceeding 2 million in the first six

months. Responsible for developing a framework for managing all service programs for customer support.

Responsible for managing customer support operations in 8 different states. Managed outsourcing strategy,

vendor relationships, contracts, service delivery agreements and training of sales managers.

Educational Profile

Education MBA, 1997, North Central College, Naperville, IL

Bachelor of Arts, 1990: Principia College, Elsah, IL

Dale Carnegie Interpersonal Management Seminars, Solution Selling Sales Seminars, CRM Touchpoint

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Integration, Strategy Alignment, Price Optimization and CRM for Exchanges, Oracle Application

Implementation Workshop, Interpersonal Managing Skills Softbank Seminars

Reference: Provided Upon Request!

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