Sales Customer

Clyde Hodges

************@*****.*** 312-***-****

www.linkedin.com/in/clydehodges Chicago, IL 60612

SUMMARY

IT/Customer Relationship Management professional with over 10 years of experience which includes success in client relationship

management, vendor management, operations and technical support with a comprehensive understanding of IT infrastructures,

software implementation, project management, and technical support methodologies. Experience communicating effectively at all

levels within an organization.

EXPERIENCE

Orbitz Worldwide, Chicago, IL Partner Operations Senior Analyst – eCommerce (May 2012 to January 2014)

Functioned as primary advocate for external partners, ecommerce websites (such as American Express, Southwest Airlines, Alaska

Air and Air Canada) accessing Orbitz travel services and product inventory through APIs and private label platforms. Ensure that

the partners are considered in all platform design, capacity and architectural decisions in order to consistently exceed Service Level

Agreements.

• Analyzed service availability metrics and graphs, performed root cause analysis, and provided incident reports for incidents

impacting system and services accessed by partners.

• Created notification emails alerting the external partners, vendors, and internal teams of impactful incidents and the rollout of

system and engineering changes affecting SLA partners.

• Organized meetings with external partners and internal teams to investigate incident impact, root cause and mitigation to prevent

future reoccurance.

• Facilitated the creation of Standard Operating Procures (SOPs) for the service operations team and participated in projects to

improve overall operations service quality.

CA Technologies, Chicago, IL Customer Success Manager (March 2010 to April 2012)

Responsible for managing the customer relationship, interacting at all customer levels, to remediate and resolve challenges or crisis

they face related to their CA enterprise software, entitlements/contracts, architecture, services, product roadmap, deployments and

upgrade efforts.

• Successfully established valued relationships with clients at strategic customer accounts, and recognized for ability to transform

customer relationships, driving product adoption and increased sales revenue.

• Responsible for improving customer satisfaction, time to value, and customer reference-ability to support CA new technology sales

and existing portfolio renewal efforts.

• Worked with account teams to manage efforts related to success plans, project management, training, and pre-sales presentations,

health checks, lunch and learns, on boarding, and solution reviews.

• Executed customer value program to increase customer product use, and identify new revenue opportunities.

MKS, Oakbrook, IL Technical Support Engineer (June 2007 to January 2010)

Member of global support team responsible for implementation, configuration, and support of Software Configuration

Management and Application Life Cycle Management Enterprise software applications.

• Assisted customers with software implementation and configuration, and interacted with customers to resolve issue with obscure

product behavior, product features, and other product related issues.

• Created incident records, collected and analyzed log files, and drafted escalation documentation for critical issues.

• Assisted in the creation of resolution knowledge articles to increase customer satisfaction and support efficiency.

• Knowledge of multiple operating systems, networking, and database technologies.

• Exposure to Project Management, Requirements Management, and Test Management. Created data verification methods (and test

plans) to identify potential upgrade defects and to evaluate system performance

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Clyde Hodges

************@*****.*** 312-***-****

www.linkedin.com/in/clydehodges Chicago, IL 60612

Click Commerce, Chicago, IL Senior Software Support Engineer (March 2006 to May 2007)

Performed the implementation, configuration, and support of secure communications software application for clients in multiple

industry segments such as manufacturing, high-tech and the financial industry.

• Functioned as technical consultant on software pre-sales presentations resulting in new customer contracts.

• Senior team member, responsible for supervising and training other in house and offshore team members.

Washington Mutual (Rose International), Vernon Hills, IL Business Systems Analyst (January 2006 to March 2006)

Contractor/Business Systems Analyst: Customer Relationship Management Delivery Team

• Collaborated with project managers and business partners to gather and document business rules and functional requirements for

Epiphany client relationship management application.

ABBOTT Laboratories (Prairie Consulting), Chicago, IL Systems Project Analyst (June 2005 to January 2006)

Consultant

• Technical Lead, responsible for planning installation, configuration, validation testing, and reviewing user acceptance test scripts

on project to upgrade/install enterprise records management application.

SBC Communications (United Information Tech) Hoffman Estates, I L Systems Analyst (August 2004 to June 2005)

Independent Contractor

• Provided technical support for SBC enterprise billing applications, collaborating with technical and functional areas to analyze and

resolve production issues with enterprise billing application.

TECHNICAL EXPERIENCE

Experience with multiple technologies across various segments of IT and Ecommerce. Strong organization, communication,

prioritization, problem solving and interpersonal skills. Demonstrated abilities include client relationship management, project

coordination, IT support, and software implementation. Knowledge of project management, ITIL, Agile, and systems

development life cycle.

EDUCATION AND TRAINING

University of Illinois at Chicago Graduate College, MBA

University of Illinois at Chicago BS, Biological Sciences

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