~ Job Position ~

Area of Focus: Client Relations

[pic] QUALIFICATIONS PROFILE [pic]

Highly motivated, hardworking, and performance-focused professional, with

track record of success in maximizing business opportunities, improving

financial services, as well as developing and maintaining strong client

relations. Armed with proven expertise in risk management, new business

development, client interface, and change management. Equipped with well-

defined written and oral communication skills, along with well-honed

decision-making, analytical, problem-solving, interpersonal, and

organizational aptitude. Commended as flexible leader and team player,

noted for consistently converting high-risk initiatives into outstanding

financial success.

[pic] CORE COMPETENCIES [pic]

Client Relationship Management IT and Business Operations

Project Management Change Management

Strategic Planning and Analysis Rapid Conflict Resolution

Regulatory Compliance and Standards Cross-Functional Leadership and Team

Building

[pic] PROFESSIONAL EXPERIENCE [pic]

International Business Machines (IBM) Research Triangle Park, NC;

Atlanta, GA 1999-August 2013

Delivery Project Executive, Public Sector Account 2012-August 2013

< Assume full accountability in overseeing the Security Team with eight

information security advisors, as well as initiating the entire aspects

of security and compliance management, including all base security policy

documentation, risks, account onboarding, malware defense, virus

mitigation, and physical and logical security.

< Function as single point of contact for audit and business controls

reviews, such as Internal Revenue Service (IRS) and Ernest and Young

external audits, as well as internal corporate audits.

< Provide and present report to the customer regarding the status of the

overall health of security on the account; create monthly security

trending charts and actions to progressively maintain client's data and

workstations.

< Solely monitor achievement of all monthly service-level agreements

(SLAs); report monthly trending analysis of call volumes, abandon, and

average speed to key customers; and facilitate all costs associated in

providing service to the account project executive.

< Provide expert leadership to quarterly employment verifications,

continued business need evaluations, as well as privileged revalidations

and approvals.

Highlights:

. Presided over customer interface initiatives into the company for all

security and compliance, service desk, and ID management services for

the key account.

. Played a vital role as resolving all escalated issues and complaints

as well as in providing ticket resolution.

. Functioned as single point of contact for the customer on the IBM

Service Desk call center with approximately 40 agents supporting over

36,000 customers from multiple sites in the U.S. and India.

. Consistently ensured oversight of data security in compliance with

numerous federal standards, which include Health Insurance Portability

and Accountability Act (HIPAA), CJI, and FTI.

Lead Delivery Project Executive, IBM Global Account, Storage and Asset

Management 2007-2012

< Took accountability for IT delivery interface to storage and asset

management competencies; proficiently delivered key service of all

storage services, including cloud, file, block, and tape storage.

< Acted as lead delivery focal point in executing automated tiered storage

for the IBM global account.

< Maintained coordination with the financial analyst to closely monitor

monthly plan as opposed to the actual budget, as well as forecast the

outlook to operate under plan by an average of $12M.

< Served as delivery focal point for the Tivoli software scanning agent

rollout to approximately 2100 servers across USA.

Highlights:

. Collaborated with the storage competency and IBM research to

successfully convert the IBM Boulder storage environment into a block

storage cloud; consequently achieving $90M of cost savings over four

years.

. Directed the sizing and transition of three custom bid portable

storage environment into a standard model of service delivery.

. Performed three software and hardware asset management audits in 2011

for the IBM global account across over 3000 assets, with all audits

receiving satisfactory rating.

First Line Manager, Client Relations, IBM Global Account 2002-2007

< Progressively led a team of account and project managers with $88M of

total portfolio, as well as the team accounted for customer support with

$88M of annual steady state interlock.

< Provided a single escalation point for customer issues and crisis

management, as well as owner of the annual financial interlock for the

delivery of key IT services.

< Handled the preparation and presentation of the executive management's

monthly financial reports.

Highlights:

. Positioned company for growth as reflected in saving money and

exceeding all financial targets annually by providing monthly analysis

and recommendations to customers on innovative ways to achieve IT

solutions.

. Achieved an average of 9.5 out of 10 rating in the executive customer

satisfaction surveys for all five years in the role as overall

customer relationship owner.

. Spearheaded a customer project which secured the customers' network

from malicious virus attacks through installation of firewalls at 70

test laboratories worldwide.

Earlier Positions Held:

Account Manager, IBM Global Account 1999-2002

[pic] EARLIER CAREER [pic]

Law Engineering, Inc. Charlotte, NC

Project Manager, New Business Development and Sales 1995-1999

Aquaterra, Inc. Raleigh, NC

Project Manager 1993-1995

[pic] EDUCATION [pic]

Bachelor of Science in Geology

East Carolina University Greenville, NC

[pic] CERTIFICATIONS [pic]

IBM Certified Project Management Professional: 2007 IBM

Project Management Professional (PMP) Certification: 2002 Project

Management Institute (PMI)

[pic] AWARDS AND HONORS [pic]

IBM Means Service Award: 2011

IBM One Hundred Percent Club Recognition: 2009

IBM Bravo Award: 2005

IBM Leadership Award: 2000

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