D. CHRISTOPHER COFFEY

acp2xt@r.postjobfree.com 954-***-****

Objective

Looking to work with an outstanding company identifying the needs of customers internally or externally and delivering an outstanding service in a role that will challenge me. Enjoy becoming an expert in product capabilities and gaining a deeper than usual knowledge of how the product works. Have been recognized for leading cross-functional teams to obtain specific goals while building strong customer relationships.

Experience

Viewpost Orlando, FL

Product Operations Manager Nov 2014 – May 2015

Managed the discovery, resource gathering and documentation of internal projects. Met with stakeholders to identify issues. Worked with varied teams and subject matter exerts to develop the best solution and create a project plan. Communicated the project plan to all stakeholders and team members. Held regular meetings with team to meet project milestones and keep stakeholders updated on project process.

Identified issue with customer service access to data limiting their ability to efficiently resolve users issues. Implemented custom Splunk dashboards that improve customer service solution time and decreased the number of escalated level 2 issues.

Designed custom Splunk alerts to monitor customer activity on the network. Alerts allowed for the identification of issues before the customers were aware. Worked to identify the source of the issue and reach out to customers or internal team to fix the issues thus improving customer experience and minimizing downtime.

Acted as Level 2 support. Used SQL queries to research customer payment, invoicing, sync and network issues. Created SQL statements to fix database issues and passed along to development and database admins for implementation.

Created tools to track E-mail Server Provider performance tracking, routing and throttling. Allowed customer service to identify root cause of undelivered email issues.

Developed deployment documentation, processes, tools and support architecture. Worked with business development, infrastructure, database admins, development and customer support teams to create tools to monitor ERP integrations, identify key resources and triage issues when they occurred to deliver outstanding integrations for large customers.

Developed a SaaS configuration and support in Azure allowing customers to test implementations and upgrades before deploying in production environments. Managed updating of environment and acted as point of contact for customers testing integrations.

Viewpost Orlando, FL

Deployment Consultant Nov 2013 – Nov 2014

Managed onboarding of large customers. Lead discovery sessions to identify current state, future state, associated risks, consulted on best course for implementation and set project goals. Created project plan and held weekly meetings with customers finance and IT to track progress of integration and ensure timely delivery.

Became demo expert, creating and presenting company solution to customers. Managed the creation database environment for demos, created scripting to facilitate processes. Configured application to work with multiple ERP platforms including but not limited to Microsoft Dynamics GP, Quickbooks, SAP and Oracle

Followed up with customers after deployment ensuring that the application met their expectations and then consulted with customers to identify additional solutions for implementation.

Documented customer needs and requests for product enhancements. Worked with development team to identify priority of requests and followed up with customers to share the progress.

Managed hand-off of customers to customer support team identifying key contacts for technical and non-technical issues. Documented customer touch points, solutions deployed and next steps for customers.

Voalte Sarasota, FL

Senior Project Manager Sept 2010 – Nov 2013

Worked with customers to design a VOIP communication/alarm solution that integrated to PBX systems and nurse call systems

Managed all phase of project from gathering data, managing integration, coordinating training (training from time to time), deploying solution and handing off to customer service

Consulted with clients on products, workflow and third party integrations to identify opportunities for improvement.

Lead a technical & non-technical project team in deployment of VOIP solutions over LAN

Partnered with cross functional teams consisting of IT, Clinical Management and C-Level Staff

Worked with engineering & product management to identify key features

Deployed products in beta and worked with users and engineers to identify issues

Mentored and trained new project managers

Learned new technologies to advise customers on new technologies

Developed device provisioning process, dramatically improving speed and reliability

Web Developer Miami, FL

Freelance March 2010 – July 2010

Created websites for businesses incorporating SEO, social media, & analytics

Designed pricing plan and quoted projects

Coded and designed all projects

Grandbridge Real Estate Capital Weston, FL

Real Estate Analyst May 2007 - Oct. 2009

Performed analysis of business operations and consulted with customers to find financing

Built pro forma models using expertise and market research

Created high level financial models for use throughout the company

Lead underwriter for multi-family loans valued in excess of $300 million

Worked with due diligence and closing process of loans to ensure on-time closings

Became office expert for all new technologies and teacher to other employees

Inland Homebuilding Group Tamps, FL

Product and Vendor Relations Coordinator and Project Manager Sept. 2004 - April 2006

Managed national vendor relationships, purchasing and negotiations of national supplies

Worked with construction team to reduce build cycle time, improve quality and maximize profits

Lead 2004 building code review, worked with local municipalities to ensure we met standards

Found, researched and implemented energy star program that saved over $1million annually

Aided in building construction, customer service, hiring, training and development activities

Education

Masters in Business Administration, Focus in Finance, University of Florida May 2007

BS, Industrial and Systems Engineering, University of Florida May 2004

Technology Skills

Oracle, SAP, MS Dynamics GP, AutoCAD, Argus, Dream Weaver, Adobe Photo Shop

SQL, Splunk, HTML, CSS, C++, Assembly, PHP, Swift, SIP, VoIP

OSX, Linux, Microsoft, FreeNAS, Sprocket, Session Manager, Networking

MS Project, Smartsheet, Merlin Project Wizard, Agile Methodology

Confluence, Hansoft, Sales Force, ZenDesk, Google Analytics

Honors/Affiliations/Activities

PMP Certification – Anticipated date of 6/30/15

Avid Runner, Gym Junkie, Yoga Master, Cyclist, Swimmer and overall adrenaline junkie

Ukulele rockstar, Gator sports enthusiast, Orlando City Soccer Club fanatic, Proud IT Nerd

Pan Mass Challenge Rider – Raised over $28,000 for the Dana-Farber Cancer Institute

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