Issa Kayyal ? MBA, PMP Email: acyibd@r.postjobfree.com Tel: +1-617-***-****

SUMMARY

Over twenty years of professional experience, working with clients and teams in AMERICAS, EMEA, and APAC ? Successful track record in directing PMO, Professional Services and Customer Support organizations, management of remote and off-shore teams, and building Partner programs ? Experience in managing large scale global deployments, overseeing client relations, and participating in advancing Sales strategy by working closely with Sales, to assist in selling ? Excellent communication skills.

PROFESSIONAL EXPERIENCE

ACI (April 2016 ? January 2017): Director - Implementation Services Direct a team of managers and project managers, responsible for the deployment of Payment Processing solutions, worldwide. Actively contribute to the creation and implementation of overall project strategy, methodology, and best practices across the PMO. Select, develop, and evaluate personnel to ensure the efficient operation of PMO functions. Create a strong appetite for learning and establishing a continuous improvement culture. Analyze and resolve escalations. Act as a champion for PMO organizational initiatives and a visible and vocal supporter of the company?s strategic goals, as well as other teams including Sales, Delivery, Client Services and Customer Success. Initiate and maintain contacts with internal and external organizations and individuals, to ensure appropriate cooperation, coordination and information exchange.

Zuora (January 2014 ? April 2016): Senior Engagement Manager Oversaw mid-market and enterprise level engagements, from start to finish, while maintaining high customer satisfaction. Maintained effective communication with project teams and customers. Acquired and resolved key issues upon escalation. Ensured contractual commitments and delivery. Assisted in the creation of Statements of Work. Managed change orders and detailed project plans. Provided forecasting and staffing needs. Partnered with engineering, sales, and product development teams, to achieve customer objectives. Managed internal and partner resources, while being assigned on projects. Participated in business development activities.

iMDsoft (January 2011 ? January 2014): Director - Professional Services and Support Responsible for strategy development, vision, P&L, and organizational growth of the North American region. Managed the identification and negotiation of new Professional Service business opportunities. Interacted with clients at the executive and sponsor level. Addressed escalated issues and facilitated solutions at the executive level. Directed Account Managers and Project Managers. Created a PMO and worked with the PMO manager, to manage risks. Initiated a QA department to ensure quality control and FDA compliance. Improved quality, processes and procedures of the Professional Services and Support departments, in order to make the departments more efficient, scalable, and competitive. Demonstrated effective expense control in performance of duties, consistent with or exceeding corporate guidelines. Assisted in selling on premise solutions to enterprise level customers. Provided leadership and support to staff, in local and satellite offices. Built partnerships with strategic deployment and activation vendors.

Kayyal Consulting (October 2009 ? January 2011): Partner Provided Business and Information Technology consulting to Fortune 1000 companies. Oversaw product evaluations, product implementations, technical staffing, product management, project management, application development, system integration, testing, and application support.

Xactly (July 2002 ? September 2009): Director - Professional Services and Support

Director: 2004 ? 2009 Directed profitable Professional Services and Client Support departments in managing a portfolio of clients, resulting in on time, on budget deployments, and reference-able customers. Ensured proper staffing and resource allocation, based on available budget and backlog. Managed a Services P&L and worked with the CFO to forecast Services revenue. Maintained and strengthened client relationships, at the executive level, from an account & partner management perspectives. Ensured client implementations are on target with their corresponding project plans, and any deployment or support issues were being addressed and escalated appropriately. Worked with the product director and senior product team, in prioritizing future product enhancements, and managing the product roadmap. Helped the sales staff in gaining the proper level of application knowledge, and assisted them in generating satisfactory SOW, RFI, and RFP documents. Directed the migration of Centive?s client base, from their existing SaaS platform (Compel) to the new Xactly unified product platform (Incent). Promoted a positive work environment and work relationships with senior management, and other departments within the organization. Assisted team members in growing their professional careers, by introducing different career tracks (Project Manager, Solution Architect) and certifications programs (PMP, Six Sigma).

Business Lead / Project Manager: 2002 - 2004

Acted as a Project Manager on simultaneous Professional Services implementations, working with clients, software developers, and quality assurance engineers throughout projects? life cycles, to ensure successful delivery of the projects and guarantee high end-user adoption of the solutions provided. Conducted business requirements gathering workshops using JAD sessions and UML methodologies. Used ?use-cases? to drive out user interfaces and application process flows. Worked with development teams to finalize technical requirements, based on the functional requirements gathered from clients. Built Sales Performance Management environments from the ground up (compensation plans, rules, formulas, organization/product/account hierarchies, reports, and data integration feeds to systems such as Salesforce.com) Managed QA phases (assembly, integration, regression, performance, and UAT) to ensure deployed systems met business and performance requirements. Created operation guides and enhanced compensation administrator training guides. Performed end-user (payees, managers, and executives) and compensation administrator training. Participated in pre-sales support, discovery, business requirements gathering, design, implementation, testing, deployment and post-deployment support, of enterprise, incentive management systems. Took part in technical tasks such as database SQL script generation, and editing of XML and XSLT documents.

Cambridge Technology Partners (January 2001 - December 2001): Senior Consultant

Participated in the implementation of a business to business web portal, on a UNIX platform, serving over 50, 000 wholesalers and resellers, by developing SQL scripts and C++ code. Supervised junior developers, implementing test case scenarios, and performing system testing.

Interlynx Technology Inc. (April 2000 - December 2000): Business Analyst

Implemented interaction web and IVR, human resource self-service products using JAVA, SQL and NetDynamics, on NT platforms, by analyzing clients? businesses, modeling processes using UML, and configuring Interlynx?s main product to interact with front-end and back-end client environments.

First Notice Systems Inc. (April 1999 ? April 2000): Business Analyst

Provided business analysis, for a comprehensive outsource provider of a claims intake center for the occupational, auto, and healthcare markets, by creating functional requirements, data mappings, design specifications, and performing user acceptance testing.

Albion International (February 1998 - April 1999): Consultant

Applied object and distributed system technologies to analyze, manage, design and build high-end distributed information systems, using FORTE, embedded SQL, C and C++, on NT and UNIX environments. Used Rational Rose to create UML diagrams, and model new and existing software modules.

Intellution Inc. (June 1995 - January 1998): Software Engineer

Used C, C++, SDK and MFC to develop process automation and control applications for fortune 500 Companies, on NT platforms, by developing real-time, back-end application modules, to communicate information between Intellution?s main product and Programmable Logic controllers (PLCs), such as Yokagawa, Seimens, GE, Fujitsu, HP and Toshiba.

Stream Inc. (September 1994 - June 1995): Development Support Engineer

Supported programmers and developers in designing and developing Windows applications using C, C++ and Microsoft?s SDK, by creating programming solutions, researching problems, and referring clients to code samples and technical knowledge base documentation.

EDUCATION PMP Certification from the Project Management Institute, 2007. Boston College - MBA, with a concentration in finance, August 1997. University of South Alabama - BS in computer science, with a concentration in mathematics, August 1994.

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