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Manager Service

Modesto, California, United States
January 25, 2018

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Tim Goss MBA

Project Management Professional (PMP)® PMI-ACP

Scrum Master Certified (SMC)

Patterson, CA

209-***-**** • •

Sr. Project / Program Manager Profile

Multifaceted career with over 15 years of innovation and success

Analytical, highly adaptable professional with extensive experience developing, deploying and evaluating systems aimed at improving quality and efficiency. Skilled in resolving complex IT challenges while maintaining client satisfaction. Expertise in staff management including productivity enhancement, retention, and performance reviews. Knowledgeable of Agile, Solution Sales Process, Support Desk Management, Service Level Management, Organizational Development, and Operational Development.

Core Competencies:

Full Life Cycle Project Management

Staff Training and Development

Business Analysis

Client Relationship Management

Quality Assurance and Testing

Service Costing

Problem Resolution / Troubleshooting

Cross-functional Collaboration

Vendor Management

Process Engineering and Documentation

P&L Management

Professional Experience

Cisco Systems, Inc., San Jose, CA

2008 – 2016

Project Manager/Program Manager

2012 – 2016

Spearheaded multiple initiatives to decrease company expenses and grow revenue. Trained and developed new financial analysts to drive productivity and guarantee high-quality service. Directed IT Service Management Operations including technical training. Educated Service Owners to ensure correct product usage and metric analysis. Identified and resolved budgetary issues to deliver accurate costs, support fiscal year planning, and increase service owner satisfaction. Analyzed existing processes to recommend and deliver service improvement plans and service management strategy. Collaborated with internal stakeholders and key suppliers to identify IT solutions and optimizing of the IT infrastructure. Managed global virtual teams to deliver results within strict budget and time restraints.

Key Accomplishments:

Developed processes for 156 services supporting 584 service offerings to guarantee service costs were accurately budgeted.

Directed service costing operations for the IT division to translate financial budgets to services worth $1.4B annually.

Created and implemented improvements that achieved a reduction in variance from 20% to less than 1/10th of a percent.

Reduced manual errors, increased transparency of costs, and improved accuracy by automating secondary, chained cost for data computing and storage.

Spearheaded projects that increased service owner ability to forecast cost and manage new technology implementation.

Orchestrated multiple projects to drive efficiency and accuracy including ProAct as fundamental architecture, the alignment of financial general ledger accounts into nine cost pools, and unified cost elements for all financial departments.

Drove client satisfaction by creating a quarterly service review process for senior leadership and service owner communication.

Service Lead II

2010 – 2012

Directed multiple projects designed to improve operational efficiency and client satisfaction. Evaluated client support issues and recommended technical solutions such as the realignment of application support teams. Orchestrated operational improvements including the implementation of Apptio instance for Total Cost of Ownership and the VMware DigitalFuel for portfolio management.

Key Achievements:

Spearheaded goal definitions, processes, metric reports, monthly reviews, and quarterly reviews to drive revenue and measure goal achievement.

Increased service quality and drove client satisfaction by establishing Vendor Management process and financial accounting for service support.

Metabyte Contractor

2008 – 2010

Designed ITIL Service procedures for service level agreements (SLA) and organization level agreements (OLA). Implemented support structure for production applications supporting customer facing theaters. Led Enterprise roll-out and transitioned support from Dev team of Oracle Projects and Microsoft Project Server for Advanced Services function; increasing financial accuracy of on-time billings from 55% to 99%.

Independent Contractor

Project Manager

2006 – 2008

Directed all technical aspects for applications, professional services, and support requirements for two major clients. Spearheaded initiatives with the end goal of guaranteeing regulation compliance, resolving operational issues, and decreasing expenses.

CompuCom Systems, Inc.

Director, Sales Operations

2002 – 2006

Led a sales team to drive revenue, brand awareness, and client satisfaction for operations spanning 15 western states. Trained and coached sales team to sell services in addition to equipment. Directed procedures for professional services and on-site support.

Key Achievement:

Spearheaded multiple initiatives that increased sales and profit including strategic partnerships with PC suppliers, P&L analysis using Business Objects for a $650M region, and business growth opportunities through the development of PMO.

Prior experience as Field Engineering Manager and National Support Manager with CompuCom Systems, Service Program Manager with Reply Corporation, Area Service Manager with Compaq Computer Corporation, National Support Manager, Regional Operations Manager, and Branch Service Manager with Data General, and Electronic Warfare Technician 1 with the United States Navy.

Technical Proficiencies

Apptio, DigitalFuel,, ITIL, Microsoft Project, Visio, Business Analysis, Agile

Education and Credentials

Master of Business Administration Specialization in Telecommunications

Bachelor of Business Administration – Summa Cum Laude

National University, San Diego, CA


Project Management Certificate 690575 Agile Certified Practitioner 2080935 Project Management Institute

Scrum Fundamentals Certificate 585386 SCRUMstudy

Scrum Master Certified 588798 Scrum Alliance 681926 SCRUMstudy

Professional Development

ITIL Foundation, Business Analysis

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