Management Manager

Jeffrey M. Pagnini

** ******** **** ******, ** 016760 857-***-**** ****.*******@*****.***

Objective

Program Delivery Management position allowing for parlay of demonstrated skills and experience in leading, managing, and developing professional services organizations proven by over 20 years of delivering successful projects to clients.

Profile

Motivated and self-guided professional with experience building and leading successful services organizations. An effective communicator with strong customer facing skills:

Leadership - Turned a struggling implementation team into an efficient and effective professional services organization. Effectively managed national organizations (technical and non-technical staff) across different locations and time zones.

Team Building – Assessed employees strengths and repositioned employees based on that assessment. Identified low performers and developed corrective action plans to raise their contribution to the team and the overall organization. Challenged and rewarded high performers. Recruited industry professionals.

Client Relations – Implemented customer service operations and strategies, including a brand-new SLA. Created communication standards and norms. Worked with clients, at all levels, to restore confidence and rebuild relationships. Created Customer Loyalty programs.

Skills Summary

Project Profitability

Delivery Methodology

Project Ownership

SOW Generation

Estimate Creation

P&L Management

Forecasting

Leadership

Team Building

Career Pathing

Staff Management

Mentoring & Coaching

Change Management

Account Management

Customer Loyalty

Professional Experience

PROJECT DELIVERY MANAGEMENT: METHODOGY/OWNERSHIP/PROFITABILITY

Developed scalable, repeatable implementation process to ensure profitable delivery of Engagements

Designed and delivered estimates/pricing and drafted Statements of Work

Monitored Project Utilization (budgeted hours) and managed scope by use of Project Amendments and/or resetting Customer Expectations.

Monitored/projected staff utilization for implementation projects ensuring optimal billability rates.

P&L forecasting/management for Professional Services Organization.

PROCESS MANAGEMENT: METRICS/MEASUREMENTS/REDESIGN

Weekly review of Project Metrics (budget, deliverables, timeline, etc.)

Developed a Time Tracking system and utilized data to develop staffing models, identify employee billable hours, and capture actual project hours.

Instituted a professional services infrastructure by creating standardized documents and policies and procedures, as well as redesigning supporting technologies

Applied Six Sigma practices to design department goals with a focus on increased operational efficiencies.

Jeffrey M. Pagnini

Résumé, Page Two

Professional Experience, continued

STAFF MANAGEMENT: TEAM BUILDING/EMPLOYEE DEVELOPMENT

Increased department headcount by 100% through aggressive recruiting and hiring practices.

Provided leadership and direction for teams of analysts/engineers, consisting of over 40 FTEs with five direct reports.

Developed a staff of energized, highly effective, customer-focused professionals in a collaborative environment.

Conducted Work Force Reviews to identify high, average and low performers.

Lead the development of standardized training materials (on-boarding) and instituted a staff training and certification program

Restructured department, including the specialization of resources for project management, consultative services, training, and contracts.

Created job levels and career paths.

Coached and Mentored staff.

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Employment History

MEDAPTUS, INC.– Boston, MA

Vice President, Professional Services & Account Management - 2012 to Present

PATIENTKEEPER, INC. – Waltham, MA

Regional Vice President, Services - 2011 to 2012

Director of Implementation Services - 2008 to 2011

INTELLIDOSE SOFTWARE – Waltham, MA

Director of Professional Services – 2007 to 2008

GE HEALTHCARE (formally IDX SYSTEMS) – Boston, MA

Program Manager, New Business Initiatives – 2006

Director of Dedicated Client Services – 2002 to 2005

MidAtlantic Regional Manager, Services – 2000 to 2002

Project Manager, Services – 1996 to 2000

VETERANS AFFAIRS MEDICAL CENTER – Brockton, MA

Biomedical Engineer – 1992 to 1996

Education

UNIVERSITY OF MASSACHUSETTS – Amherst, MA

BS in Biomechanical Engineering, 1992

Designed and created unique study program through the schools of Engineering and Exercise Science.

31 Coachman Lane Natick, MA 01760 857-***-**** ****.*******@*****.***

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