Darren Gross

ad1dr0@r.postjobfree.com • 816-***-****

LinkedIn • Lees Summit, MO, 64082, US

Director of IT Profile

Accomplished leader with extensive experience managing product life cycle, technical account, customer success, process improvements, technology integration, and software implementation. Excel at identifying consumer needs, and promoting the brand through network administration, pre-sales technical support, and project management. Proven success in customer self-service with documentation improvements. Skilled in architecting and deploying customer-centric solutions to drive business growth and profitability. Adept at delivering exceptional results through influence, execution, and unwavering resolve. Proficient in achieving high customer satisfaction, bringing improvements to the bottom line, and managing turnaround of underperforming operations. Expertise in transforming business, developing operating models, and leading teams to inspire technical excellence.

Areas of Expertise

Product & Project Management

IT Infrastructure Optimization

Data Analysis & Interpretation

Business Process Automation

Technical Consultancy

Process Improvement

Business Development

Systems Implementation

Change Management & Customer Service

Team Leadership & Mentoring

Strategy Planning & Execution

Risk Assessment & Mitigation

Career Experience

Sun Nuclear Corporation 2019 – Present

Manager, Enterprise Implementation Engineers

Lead implementation services team globally to ensure smooth roll out of new technology, processes, and procedures. Address all technical requirements in a prompt manner by collaborating with customers/customer’s IT teams. Assist with developing project scope, schedule, and budget. Work with PM team to craft detailed plans for each phase of project including timelines, dependencies, and risks. Involved in design and development of application functionality and testing/QA activities related to functional requirements.

Delivered complex projects by engaging with product management, engineering teams, and senior executive leadership.

Improved offerings for SaaS implementations in coordination with AWS Cloud operations team.

Doubled the number of projects successfully completed per resource in the first year by directing implementation team.

Expanded customer support capabilities for technical issues within the organization by enhancing team’s proficiency.

Established easier implementation of software by replacing all customer facing documentation.

Developed, trained, and mentored high-performance team to develop and deliver technical architecture solutions.

Elekta (Radiation Oncology) 2015 – 2019

Senior Software Installations Engineer

Acted as technical lead for new software/hardware offerings to address all technical requirements of customers in conjunction with customers IT teams. Deployed and promoted change to standardized pre-implementation email templates/instructional documents for customers. Spearheaded team’s technical leadership and mentoring to ensure optimal operational workflow. Engaged and proactively liaised with product support services team on new offerings to maximize customer satisfaction.

Revamped offerings for SaaS implementations (Citrix) by partnering with Cloud services team.

Optimized and maintained installation/implementation processes by executing continuous process improvement.

Developed documentation to support training of new hires on best practices in the industry.

Provided technical training for customers’ IT regarding company products by producing documentation/course offerings.

Elekta (Medical Oncology) 2010 – 2015

Technical Account Manager

Increased customer satisfaction by addressing clients’ product related queries including software usage/concerns and defining to product management as well as development. Managed and troubleshot escalated technical problems by analyzing specific product defects while following-up with client and support/development teams to ensure addressing concerns. Informed and trained clients in product's proper use to enhance customer experience. Cooperated with sales team to refine sales process ensuring customer loyalty. Supported product managers to ensure enhancement based on clients’ needs assessment.

Played key role in technical upgrades/updates, pre-sales discussions, and presentations by interacting onsite with clients.

Tracked key account metrics, conducted requirement analysis, and collaborated with team to achieve sustainable growth.

Visited sites and coordinated with administration on regular basis to support product management team.

Detailed product enhancements and product defects and worked with product managers to write detailed plans for development team.

Improved offerings of customer self-help documentation for specific areas of software.

Additional Experience

Technical Installations Manager - Elekta (Medical Oncology) 2008 – 2010

Project Manager - Varian Medical Systems 2007 – 2008

Manager, IT Infrastructure - MacDon Industries 2001 – 2007

Network Analyst / Consultant – EDS 1997 –2001

Education & Certifications

Management and Administration Program

University of Manitoba

Business Technology Program

Productivity Point International

Micro-Computer Applications Program

Red River College

Technical Proficiencies & Professional Development

SQL Management / Administration Exchange Certified Virtual Environments VMWare/HyperV Clustering Cloud

Linux / Unix Technical Installations Server 2003, 2008, 2012, 2016, 2019 Cisco CSS CAN Blade Technology

Citrix Certified SAN experience IIS Certified Checkpoint Firewall Certified AWS/Azure Microsoft Certified

Oncology Systems – ARIA, MOSAIQ, Eclipse, Pinnacle, Monaco, SunCHECK

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