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Management Customer

Chicago, IL
September 18, 2018

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Louis Maravilla

**** *********** **. ***** *****, IN 46307 708-***-****

IT Management Professional

Accomplished leader with extensive experience delivering solutions that maximize customer satisfaction.

Dynamic IT professional adept at engaging customers to understand business problems, deploying optimal solutions, and exceeding customer expectations. Proven track record of on time delivery of projects and products. Collaborative communicator able to liaise between customers, business executives, and technical subject matter experts to ensure consistent communications and quality service delivery. Demonstrated ability to develop effective and productive customer relationships that enable company to become a trusted advisor for customer. Results-oriented leader capable of building high-performing teams that surpass goals.

Client Engagement

Client Relationship Management

Team Leadership

Expectations Management

Technical Project Management

Requirements Gathering

Relationship Building

Negotiation & Contract Management

Cloud-based File Sharing

Active Directory


Heitman LLC, Chicago, IL

Assistant Vice President of Technology

2015 - 2018

Oversee development of IT business solutions for clients, ensuring high levels of customer satisfaction while driving operational excellence. Establish and maintain positive relationships with clients, managing client expectations and communicating any issues. Engage clients to identify strategic business drivers, identifying and validating business and technical requirements. Lead a team of six support consultants, including hiring, training, and employee development. Advise clients on potential solutions, develop proposals, and plan deliverables.

Boosted client satisfaction by developing and implementing new support procedures.

Led project management processes for multiple international office moves, including telecommunications provisioning, voltage lines, and internet connectivity.

Yielded significant savings by negotiating leasing contracts for end user computing, with vendors including Microsoft, Lenovo, and CDW.

Heitman LLC, Chicago, IL

Senior Technical Analyst

2007 - 2015

Managed team of six support consultants across six domestic and international offices. Ensured 24/7 uptime of technical services, overseeing helpdesk functions and web/application development. Delivered technical solutions that resolved client problems, maintaining consistent communication with customers to ensure customer satisfaction. Listened to clients to gain comprehensive understanding of technical needs and issues, explaining options and processes. Monitored and responded quickly and effectively to client requests. Analyzed and identified trends, designing and implementing preventative solutions. Delivered prompt and effective resolutions to problems, expertly troubleshooting and correcting all issues. Played a key role in the hiring process, interviewing potential employees and advising management on hiring decisions.

(Heitmann LLC, Senior Technical Analyst, Cont.)

Managed audio visual redesign on $2M project to upgrade conference rooms, utilizing cutting edge audio and visual technology.

Collaborated with executive leadership to develop and implement support procedures for multiple European locations.

Promoted ongoing cost savings by negotiating with vendors on contract terms.

Heitman LLC, Chicago, IL

Purchasing & Telecommunication Manager

1998 - 2007

Managed technical services for 250 domestic and international users and oversaw audio/visual equipment in seven offices. Resolved IT issues, conducting root cause analyses to isolate problems and implementing procedures to eliminate future issues. Worked with users to identify technological needs and develop solutions. Led project management for design initiatives.

Enhanced organizational efficiency by implementing and maintaining inventory of networking and computer hardware in all national and international offices.

Spearheaded innovative telecommunications strategies that increased earnings 23% and reduced local fees 20%.

Additional experience as a Corporal in the United States Marine Corps.


General Coursework

South Suburban College, South Holland, IL

Training & Development

Logistics Training, United States Marine Corps

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