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Manager Service

Elmwood Park, New Jersey, United States
June 14, 2019

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Instrumental leader with 19+ years of success delivering continuous operations, customer service and infrastructure improvements to maximize ROI for technology firms in highly competitive environments.

● Key contributor to firms increase in annual revenue YoY.

● Generated new business growth through greater client advocacy and positioning them to be referenceable.

● Created radically responsive service team responsible for attracting strategic clients and achieving high retention rates.

● Drove early adoption of emerging technologies to sustain growth trajectory and competitive advantage. Strengths and Competencies

Client Services ● Operations Management ● Project Management ● AWS ● Azure ● Google Compute Platform ITIL Foundation v4 ● Technical Support ● Leadership ● Strategic Account Management Microsoft ● Workflow Automation ● Virtualization ● Mobility ● Data Storage ● Jira ● KPIs ● Confluence PROFESSIONAL EXPERIENCE


Senior Strategic Accounts Representative 2018 -


Built strong relationships with client executives of 30 named strategic accounts, managed sales pipeline, negotiated contract and served as primary point of escalation for account issues.

Regularly held large group speaking engagements to enterprise class customers (Intel, NASDAQ, ConocoPhillips, Qualcomm) to promote and generate new opportunities that resulted in increased revenue of 2.5MM.

Developed efficient strategies to accelerate time-to-money and drive new opportunities of net-new and existing customers

Implemented the practice and conducted recurring Strategic Business Reviews, led "Demo-Day" workshops and regular face-to-face meetings with client executive team. LOGICWORKS – New York, NY

IT Service Delivery Manager 2016 - 2018

Led Service Delivery Group in promoting and delivering cloud-based infrastructure solutions for Fortune 500 companies spanning various industries including financial, insurance and healthcare while maintaining a high client satisfaction rating.

Designed strategies and processes to support tiered service delivery experience for clients, including establishing regular client QBRs, cadence touch-points and account service reviews that facilitated a net retention rate increase of 12% since Q3’17.

Implemented a customer satisfaction initiative based on Net Promoter Score (NPS) that achieved a significant increase from -6 to a +22.

Managed entire customer pipeline by nurturing C-Suite relations and developing winning solutions resulting in the highest customer satisfaction levels in the firms’ 20-year history. PAVEL SHERMAN


Hired, led and mentored individual contributors and managers within the Service Delivery Group.

Increased overall client satisfaction and retention through KPI tracking, system upgrades and process enhancements.

Fostered collaboration both within the team and between other teams, sharing the responsibility across the customer lifecycle.

Trained the team to increase business value to clients through gaining a deeper understanding of clients’ business objectives, including complex customer budgets and compliance strategies.

Managed escalations within the Service Delivery Group for client services and client experience escalations to external technical managers.

Compiled a referenceable knowledge base maintained in Confluence to promote visibility and training.

Contributed to Azure, AWS, HITRUST, HIPPA, and PCI internal audits to ensure consistent operational compliance.

Revised client facing documentation to increase back office efficiencies and workflows. CLEAR – New York, NY

Manager of Infrastructure Technology 2012 - 2016

Directed technical operations and client support services while advising CEO and other leadership team members on transitioning from a brick-and-mortar datacenter to a fully compliant AWS cloud infrastructure.

Managed staff of 9 technicians, consultants, and 3rd party vendors in multiple national deployments.

Project managed teams of engineers in full migration of data-center infrastructure to FedRAMP certified region in AWS Govcloud which ultimately resulted in significant operational cost reductions of 30%.

Directed field tech support engineers responsible for deployment of hundreds of enrollment and verification kiosks in select national airports and sports venues.

Deployed strategic tools to measure effectiveness of both internal and client facing services including monitoring and alerting, team collaboration applications and dynamic dashboards.

Strengthened security posture to meet TSA’s compliance standards by implementing new fleet of Cisco Meraki security appliances across the company.

Redesigned corporate office infrastructure, including new SIP phone solution, Cisco ASA and Cisco Catalyst switches for redundancy and mobility.

Implemented new asset management cycle from purchase to disposal utilizing JIRA and Confluence for tracking.

Achieved an entire infrastructure documentation refresh and implemented a highly effective change management process to mitigated risk.

Continuously updated disaster recovery plan and successfully held simulations to satisfy business continuity needs. PAVEL SHERMAN

917-***-**** IFMI/PRINCE RIDGE GROUP – New York, NY

Manager of Infrastructure / VP of Infrastructure 2006 - 2012

Implemented and managed multi-site helpdesk ticketing system utilizing Service Desk Plus.

Administered Websense Gateway for web filtering, monitoring, and compliance reporting.

Designed and maintained Dell EqualLogic SAN infrastructure between to maintain a high level of availability.

Maintained multiple domain and clustered email environments designed for high availability and DR.

Met with auditors on a regular basis and managed all infrastructure documentation to keep SOX compliant.

Designed, implemented, and maintained backup solution utilizing Symantec Backup solution.

Supported Citrix XenApp for remote users and Disaster Recovery planned environment. COUDERT BROTHERS – New York, NY

Senior Support Analyst / Team Lead 2002 – 2006

Supervised three associates in 500-user international law firm. Provided technical support, assisting with network access and application software support.

Implemented a “Round-the-Clock” support model to accommodate firms’ global user technical needs.

Provided first line support for infrastructure and back up senior network engineers responsibilities.

Mentored technicians and maintained knowledge base to facilitate a growth and development of team. EDUCATION AND TRAINING

ITIL Foundation v4 (2019)

Certified AWS Solutions Architect (2018)

Certified Cisco Network Associate (2005)

Microsoft Certified Systems Engineer (1998)

Electronic Engineering Technology (1997)-Seneca College - Toronto, Canada

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