Project Manager Customer Service

Confidential User

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

Address: Address Withheld

City: Saint Augustine

State: FL

Zip: 32092

Country: USA

Phone: 904-***-****

Skill Level: Director

Salary Range: $145,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Service Delivery, Responsiveness, Strategic Planning,

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Results oriented leader with comprehensive business and technical background

Professional History

NSPI/SARCOM/PCMALL, Jacksonville, FL 2009 - Present

Technical Account Manager

Currently I oversee the 35 active projects, 2500 inbound ticket requests, acquisitions, change management, SAP infrastructure, policy & procedural development for two customers. This requires detailed direction and management of remote work forces in Atlanta (80 Engineers), San Antonio (3 Engineers) and Miami (2 Engineers), then have direct reports locally in Jacksonville (2 Engineers). Provide all reporting for business reviews to insure alignment with customer goals.

* Ensure Customer Satisfaction Goals are met/exceeded within the Infrastructure and Application aspects of customers. Develop and Maintain a joint service delivery plan with client(s) driving operational and technical excellence

* Act as trusted advisor / strategic senior management for designated client(s)

* Turnaround success, with 100% SLA Compliance attained with clarification of SOW terms

* Through outsourcing telephony management current customer noticed $250K annually

* Demonstrate excellent business management by renewing contracts on time, increasing annual revenue and decreasing overhead

* Identifying and maximizing additional opportunities for growth, which has resulted in un-forecasted revenue earnings of $1.1M through additional product and services annually

* Having a strong understanding of the support requirements of designated accounts and driving service delivery excellence accordingly

* Working proactively with customers to reduce the number of support calls placed, through preventative & proactive activities

* Demonstrating excellent delivery of all contractual commitments as defined by the Service Catalog

* Driving and working within Virtual Account Teams

Sea Island Company, Sea Island, GA 2001 - 2009

Director of Information Technology

My goals with Sea Island Company was to build a technology synergetic team, re-build the infrastructure (network, telecommunications, server/datacenter) to support a multi-hundred million dollar company, define Disaster Recovery and High Availability to key operational systems. In the last 7 years, I have successfully achieved these goals. I have hired and lead a team of 16 operations and technical professionals, who supported our headquarters and 5 remote offices with 2400 employees and 80 servers that generates 500M + annually.

* Completed Lease negotiations for all corporate technical hardware and directed technical build out of new hardware lifecycle

* Developed 3 year growth strategy, organic and acquisition, along with other executive team members. Designed and aligned infrastructure, technologies, and business operations initiatives with growth strategy

* Control the P&L for a $4M operations budget and $1M Capital, which all was reduced by 31% through efficiencies and shared services

* Completed restructure of CLEC/ILEC operations and technology teams and led team to initiate process documentation and continuous improvement in 6 months, resulting in an immediate savings of $75,000 and increased performance by 300%

* Stabilized legacy operational application platforms through evaluating the platform and determining the lack of scalability to support the five year plan

* Led the company in making the critical decision to build vs. buy a new platform basing the decision on the lack of availability of a viable product, source code ownership requirements, and time to market pressures; negotiated contract ($400k annual).

* Lead the implementation of all technology during the planning, design and construction phrases of a $230M new hotel, $100M new Spa facility and other new multiple million dollar structures. To include inside and outside cabling, equipment selection (PC, Server, Network AV, CCTV, Security) budget design and critical path development.

* Defined and developed a Disaster Recovery/Business Continuity Plans.

* Directed team in rebuilding LAN, WAN with triple redundancy connectivity. Utilized Cisco firewalls, routers, and switches. Standardized on Dell servers, implemented the use of virtual Machines, resulting in $245,000 annual savings.

* Technology Project Manager Liaison to the G-8 Summit Staff supporting the White House in 2004.

Navision Software, Atlanta, GA 1998-2001

Senior Systems Engineer

* Support 100+ local and remote users in the United States, Canada and Denmark across a multi-domain environment.

* Managed two direct reports.

* Purchase, set up and maintain Cisco 2610 routers and 2900, 3500 and 4000 catalyst switches.

* Establish, restore and maintain e-mail accounts on Lotus Notes, MS Exchange.

* Developed a Disaster recovery plan to include business continuity.

* Oversaw the administration for everyday operation of the Compaq Proliant servers with Windows NT, Windows 2000, Citrix MetaFrame and SQL.

* Engineered the merger of two company technological assets into one environment. (Damguard)

* Assisted in the migration to the corporate Microsoft infrastructure after their acquisition of Navision.

DCT/Inacom/Lockheed Martin Aeronautical, Marietta, GA 1996-1998

Senior PC/Network Technician

* Serviced over 2000 users in a multi-domain network environment, containing over 1200 devices.

* Solved Unix, Windows NT, Citrix client and Novell Netware problems.

* Installed software and provided onsite printer and PC repair.

* Lead team of six technicians in PC deployment and network connection.

* Reported project progress and developed contingencies.

City of College Park Police Department, College Park, GA 1991-1998

Motorcycle Police Officer

QUALIFICATIONS & EDUCATION

* Working towards Foundational certification for ITIL

* A+, MCP, MCP+I, MCSE(WinNT & Win2000), CCNA, CCA

* OEM Certifications: Dell Premier (5), Packard Bell, Hewlett Packard, NEC, IBM (3) and Toshiba

* Information Technology

* Executive Management

* Project Management

* Sales Support

* Networking & Telephony

* Data Warehousing

* Relationship Building

* Quality Assurance

* Product Development

* Disaster Recovery

* Budgeting

* Internet Technology

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