Customer Service Sales

Adrian Reeves

Tenacious and Customer Focused Leader

Leverages Relationships to Achieve Results

Persuasive, Detail Oriented and Collaborative

Wartsila North America, Houston, Texas Present

IT Coordinator for Americas

• One of thirteen global IM Coordinators reporting to IM Area Manager supporting Wartsila Americas Current

project management for my company for all sites in North America is the AT&T to T-Mobile migration project

• Manage the porting of mobile phone lines for 700 employees nationwide

• Interacting with ISP’s ensuring proper devices are selected for the lowering of mobile phone charges initiative

• Heavy interaction with field services personnel, and all corporate personnel

• Manage the porting over of existing lines to the new carrier, assisting with any troubleshooting of devices and

services related to mobility

• Manage weekly reporting of the project to Area Manager for the Americas

• Manage provisioning, moves, adds, changes related to PBX, VoIP phone system

• Coordinate new line installation such as analog, static IP, MPLS

• Work directly with HP, preferred onsite technical resource on-site for computer related issues

• Coordinate all Mobile phone activities such as Counterpath/Bria mobile phone app, setup, and cloud based

implementation

• Manage bi weekly reports using self-service portal to capture order information. Manage company website

documentation under IM section on website

• Assist in managing the project cycle for remote office deployment

• Help coordinate the design process and setting up office IT infrastructure

• Interfacing with Facility teams regarding various aspects of remote office projects

• Support IT Managers and Facility Managers to efficiently allocate work load and develop SOWs for

subcontracts

• Participate in the administration of the bid process for submittal work

• Assist in coordinating weekly Remote Office meetings

• Coordinate installation of IT connectives with local Managers and follow up on process

• Oversight the process of network installation with subcontractor

International Business Machines, Houston, Texas 2010 to 2013

Client Technical Specialist

• Worked in a pre-sales role supporting 3 System X sales specialists in the oil and gas industry and public sector.

• Consulted with top executives translating business needs to technology requirements, helping define project

scope and statement of work (SOW)

• Completed x86 hardware configurations for underlying infrastructure supporting solutions such as Hadoop

Clusters, VDI, and HPC Clusters

• Coordinated biweekly client conference calls and on-site meetings providing periodic project status updates,

gaining additional feedback, and maintaining high levels of customer satisfaction

• Effectively presented server roadmaps and demonstrated technical solutions to top executives and technical

teams

• Provided skills transfer to Operational Staff ensuring successful transition of responsibilities at the end of an

install

• Worked directly with IBM Business Partners in support of sales and technical activities

• Coordinated installation of computer hardware purchased from IBM, and tested, maintained, and monitored

computer system

• During this time of employment, through partnering with my sales specialists and other acct teams was

able to close about 16M in revenue for System X

International Business Machines, Atlanta, Georgia 2008 to 2010

Client Technical Specialist

• Worked in an inbound call center fielding calls from IBM Business Partners needing assistance on how to,

enablement, configuration type issues and to help close deals.

• Was tasked with working directly with IBM Business Partners with pre-sales technical assistance in North

America being the technical resource they needed for various actions

• Include skills or traits that support your ability to succeed in your career objective.

• List other accomplishments relative to your job target (quantify with measurable terms

International Business Machines, Atlanta, Georgia 2008 to 2010

Client Technical Specialist

• Worked in an inbound technical center for IBM System X assisting IBM Business Partners with

configurations, enablement, how to types of issues

• Conferred with staff, users, and management to determine requirements for new systems and modifications

• Worked directly with IBM Business Partners providing pre-sales technical support on various hardware size

solutions, and or making recommendations on viable solutions for their environment

• Enabled partners with tools used to configure and research system x products through training and enablement

sessions

• In this role, I successfully completed System X certification, and helped my business partners achieve 100% or

more of quota attainment

Verizon Business, Atlanta, Georgia 2006 to 2008

Order Gateway Analyst

• Worked in operations assurance group validating and reviewing sales orders for completeness and accuracy,

• Interacted with internal customer / internal departments to reduce sales order returns

• Responsible for department sales reporting and forecasting of future orders and materials from third party

vendors

• List other accomplishments relative to your job target (quantify with measurable terms)

Tyco International, Atlanta, Georgia 2000 to 2006

Hardware Delivery Project Manager

• Senior program manager supporting independent local exchange carriers and regional bell operating

companies scope out project plans for (EFI), Equipment Furnish and installation of and power hardware

• Worked cross functionally with internal groups such as engineering, customer service and manufacturing from

order start, all the way through to installation

• Developed and managed project schedule to ensure projects came in on time and under budget.

• Was the liaison between internal company partners and end users using negotiations skills and advising skills

to address complex issues related to the overall program

• In this role, I successfully project managed thirteen large telco power equipment projects for Adelphia

Business Solutions totaling 6M in revenue for Tyco International

Lucent Technologies, Atlanta, Georgia 1996 to 2000

Program Manager

• Program manager in the Global Commercial Markets Business Unit supporting Equipment Furnish and Install

of 5ESS, Transmission, and Power Telco projects in the southeast

• Tasked with managing programs from inception to completion using Microsoft Project to manage projects

• Worked cross functionally internally as well as externally to include engineering, customer service, and my

end user to carefully map out scope of the project

• Facilities weekly status calls to keep all parties involved with task completion as well as shortfalls that could

hinder the completion date of the project

• During this period I program managed 27 large equipment, furnish, and install programs achieving a 95% on

time completion rate for installed equipment

• Served on the team which organized and implemented a change order process which was used to recover

$200,000 in lost revenue in 1998

EDUCATION

Morehouse College, Atlanta, Georgia 1988

B.A., Communications

Stevens Institute of Technology, Wheaton, IL 1999

PMI Certification, Project Management

IBM Global Sales School, Raleigh, North Carolina 2011

Certification

IBM PureSystems Top Gun Training, Dallas, Texas 2013

Certification

IBM System X Hardware Certification, Raleigh, North Carolina 2013

Certification

Primary Leadership Development Course - United States Army Reserves 1988 to 1995

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