Project Management Quality Assurance

Kevin Marion

Email: *********@********.***

Address: ** ****** ****** ***** *

City: Pepperell

State: MA

Zip: 01463

Country: USA

Phone: 978-***-****

Skill Level: Management

Salary Range: $125,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

KEVIN MARION

37 Hollis Street, Suite C * Pepperell, MA 01463 * 978-***-**** * *********@********.***

SENIOR DIRECTOR OF PROFESSIONAL SERVICES

Full P&L Accountability / Fortune 500 Account Management / Enterprise Technology Expertise

Visionary and client-focused executive offering demonstrated success leading professional services organizations to achieve high profitability and exceed client expectations. Conceptualize and execute delivery strategy, providing guidance to teams and continually driving capability development; integrate contracted resources to contribute to organizational success. Cultivate strategic alliances with internal and external stakeholders and partners to ensure consistent focus on goals and objectives.

Core competencies include:

* Program & Project Management

* Budget Forecasting / Administration

* Multimillion-dollar YOY Revenue Growth

* Process Development / Improvement

* Effective Change Management * Recruitment / Retention / Mentoring

* Contract / SOW / RFP Structuring

* Innovation / Leading-edge Solutions

* Record-setting Client Satisfaction Levels

* Sound & Independent Decision Making

PROFESSIONAL EXPERIENCE

SEACHANGE INTERNATIONAL, Acton, MA

SENIOR DIRECTOR OF PROFESSIONAL SERVICES (1/2007 - 7/2012)

Held full accountability for Professional Services operations, P&L, revenue recognition, and delivery of multimillion-dollar, enterprise-level programs and projects for Fortune 500 clients. Forecasted and managed budgets; approved expense and invoices. Liaised with senior executives to review progress and status; analyzed installation, project management, and network engineering as a percentage of sales. Recruited, mentored, and led 30 program managers, project managers, and implementation engineers, as well as subcontractors; evaluated performance, goal alignment, and compensation levels. Prepared RFPs and SOWs; approved all PS quotes. Led vendor selection and management; interfaced between sales, shipping, and clients to coordinate equipment delivery. Wrote project-related articles for company newsletter. Served as Professional Services TL 9000 representative.

Selected accomplishments:

* Opened new multimillion-dollar revenue stream through strategic implementation of PMO organization to centralize and standardize project management and delivery; managed projects to average margin of 50%.

* Boosted client satisfaction and reduced complaints from enterprise clients by 100% while decreasing expenses with introduction of regional and dedicated teams.

* Improved reporting and status monitoring; created tracking and utilization spreadsheets to guide resource and revenue allocation and introduced program and project management dashboards.

* Conceptualized, directed, and monitored numerous client-facing projects, including cutting-edge enterprise hardware and software upgrades and major system deployments.

* Forged top-performance teams able to deliver on aggressive goals meeting customer requirements, schedules, and budgets; focused on building matrix organizational structure to enable resources sharing across products and clients and created career path program.

* Established streamlined process to seamlessly transition projects from field team to technical support and educate technical support on system configurations.

* Devised departmental quality assurance process and risk assessment process for software updates.

* Led development and implementation of Wiki to create knowledgebase and technical publication repository.

KOOLCONNECT, Needham, MA

VP OF OPERATIONS (1/2006 - 12/2006)

Instrumental to planning and executing key technology projects and deployments for a small startup providing Intranet, CRM, and video solutions for hospitality and hotel industry clients. Oversaw teams across purchasing, business operations, channel management, contracts / SLA negotiations & management, NOC / technical support, call center, content acquisition, project management, field engineering, training, warehouse, logistics, and vendor management. Worked with finance team to facilitate vendor payments. Maintained detailed reports on project status, technical support, client issues, invoices, requisitions, purchasing, and inventory. Reported directly to CEO.

Selected accomplishments:

* Leveraged exceptional leadership and communication skills to manage internal teams and vendors during leadership changes and financially challenging situations.

* Stabilized NOC to achieve 90% increase in client satisfaction; introduced industry accepted standards for encoding content to reduce related client complaints by 70%.

* Devised and launched comprehensive training programs for internal and external clients / users.

* Orchestrated contract signing with Comcast.

* Led standardization of program / project management and field services for deployments at global locations; played key role in establishing call center in India and recruiting local staff in Hong Kong.

SEACHANGE INTERNATIONAL, Maynard, MA

MANAGER OF FIELD SERVICES OPERATIONS (10/1999 - 12/2005)

Directed field operations and training to expedite deployment of $100M in hardware and software. Provided project management and systems integration for complex residential and hospitality VOD systems & components. Liaised with staffing firms to recruit contracted field staff later hired full-time; managed 17-member team of project managers, trainers, and field engineers. Reported on status and budget / costs.

Selected accomplishments:

* Slashed escalated client complaints by 100%.

* Assumed responsibility for turning-around stalled content distribution project; managed successful deployment at 50 sites.

* Mentored training team developing customized trainings based on unique client requirements.

* Improved deployment success rate and client satisfaction by defining and measuring key performance metrics, as well as collaborating cross-functionally to identify quality improvement opportunities.

* Introduced new policies for field deployment risk analysis, new deployment pricing structure, and online publication of training material.

~ Additional experience as Regional Manager of Operations with SVI Systems. ~

EDUCATION & CREDENTIALS

UNIVERSITY OF MASSACHUSETTS, Lowell, MA IT Coursework

GRAND VALLEY STATE UNIVERSITY, Allendale, MI Business Management Coursework

GRAND RAPIDS COMMUNITY COLLEGE, Grand Rapids, MI Associate of Arts

Affiliations: PS Village * SCTE * PMI Technical Skills: VOD Systems, Broadcast Systems, Hospitality Systems, Content Distribution Systems, Windows, Microsoft Office, Google Apps

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