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Project Management Customer

The Colony, Texas, United States
January 17, 2018

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**** ******** **. *** **

The Colony, TX 75056

972-***-**** •


Very organized and goal-oriented information technology professional with +5 years of experience in multi-technology environment with project management experience and a strong customer focus. SAP certified, expertise in IT Service Management, strong interpersonal and communication skills, combined with presentation proficiency and deep understanding of client relationship management. Seeking to bring intelligent solutions and exceptional analytical and problem-solving skills to your company.


University of Texas at Dallas

Bachelor of Science in Management Information Systems (MIS), GPA: 3.89 May 2012

SAP Certified Associate May 2012

Certified in IT Service Management (ITIL V3 Foundation) August 2015


Account Support Manager at Hewlett Packard Enterprise in Plano, TX 4/2014-7/2017

Function as the single point of contact for the customer and provide proactive advice, planning and technical support regarding proactive activities and reactive escalations to ensure a great customer experience;

Responsible for the implementation of planned projects and conduct support planning review meetings to align with customer's IT environment, business goals and Key Success Factors;

Establish consumer satisfaction via regular communication, consultative IT advice, collaboration and operational best practices sharing;

Match customer’s needs to available processes or solutions by applying ITIL best practices for Project Management and Change Management and usage of Value Based Delivery (VBD) processes;

Conduct Health Checks and give recommendations based on customer’s IT environment and findings through communication with customer;

Plan, schedule, monitor and control projects (e.g. Firmware updates, hardware installations etc.);

Conduct one on one sessions with clients to assess their needs and expectations and ensure project delivery within deadline;

Responsible for status reporting, client communication & coordinating with the HPE team for timely completion and quality maintenance of projects;

Lead and coordinate the HPE Account Team to successfully deliver contracted Critical Support solutions, ensuring high level customer satisfaction and loyalty;

Assist the sales team with creating and driving growth opportunities, upsell opportunities and account retention;

Operations Support Specialist at HR Focal Point in Plano, TX 10/2013-4/2014

Assigning/Resolving tickets, addressing customer issues and following-up on outstanding issues promptly;

Managing job calendars and flows to ensure timely completion;

Installing, supporting and maintaining network and system tools;

Testing SAP systems.

SAP BW/BI Developer at Fossil in Richardson, TX 08/2012-07/2013

Production support (on call 24/5) including process chain monitoring and troubleshooting data load failures;

Performing testing and verification after changes (QA);

Resolving internal tickets;

Maintaining and developing retail reports.


Customer-Centric Mindset and Project Management trained (working towards PMP)

Proficient in Microsoft Office and experienced CRM user (Salesforce, Insightly)

Coding knowledge (HTML, Java)

Speaks English, German, and some French

Received SAP Corporation Scholarship Award and Academic Recognition Jan 2012

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