AMY PATTERSON PMP®, CRM

Round Rock, TX ***** 512-***-****

ad4vuk@r.postjobfree.com www.linkedin.com/in/amy-patterson-pmp%C2%AE-a6404230

TECHNICAL PROGRAM MANAGER

Results-driven and efficient technical professional with extensive industry experience in IT and Global Customer Programs Management. Demonstrated ability managing customer-centric programs to enhance value proposition and client satisfaction and skilled in strategic project planning, process improvement, and supply chain management. Certified PMP and clear communicator who builds partnerships with peers, clients, and stakeholders to achieve departmental and organizational goals.

KEY SKILLS

Program Management Sales Processes Consulting Quality Assurance Customer Service Event Planning Training B2B Leadership Supply Chain Manufacturing Operations Global Account Management Project Engineering Salesforce

PROFESSIONAL EXPERIENCE

Dell Technologies Austin, TX 1997 - Present

GLOBAL CUSTOMER PROGRAM / PROJECT MANAGER, 2018 – Present

Operational leader of $500M+ dedicated global accounts and executed integrated technology solutions, supply chain and IT challenges. Identified customer business requirements and managed end to end operations, executing technology solutions.

Developed T-minus project plan and Risk register for all programs and provided consistent process improvement and gap identifications to ensure customers seamless processes and tools are operationally acceptable.

Drove process improvement to encourage and define customer experience, risk assessment, and project gap identification and resolution for future business processes.

Established strong positive customer relationships by using consistent, concise, communication and providing end to end engagement until customer is satisfied with performance.

Grew Server and Client business from $25M to $500M in 2 years by serving as single point of operational contact for Fortune 500 banking customers, including developing custom ordering, fulfillment, and delivery processes (Dell Logistics).

Turned around distressed accounts and rebuilt brand trust through active listening, driving accountability within in Dell to fix operational issues, and overcommunicating status on all projects throughout customers organization.

Developed and managed customer custom reporting solutions (CRS/FIRST; FTP) reducing time to verify and email around status of orders for customer requirement.

Increased cost recovery on impacted account set by consistently reviewing revenue and potential revenue and SKU associated to cost recovery efforts.

Reduced onboarding turnaround for new customer GCP account(s) and worked consistently with many Dells cross functional teams to ensure timelines are met, and status communications are continuing.

Supply Chain monitoring and management with vendors, sales, and customers.

E-Business enablement and management for the enablement of online purchasing and invoicing.

Account Receivables quarterly review with customer to identify gaps in payment outside terms.

CUSTOM FACTORY INTEGRATION PROJECT MANAGER, 2014 - 2018

Operational leader of Global accounts responsible for managing production schedules, parts deliverables, build timelines, cross-functional teams, operational procedures, metrics, documentation, and escalation management.

Managed scoping, enablement, and sustaining of standard Enterprise product factory processes and of Custom Factory Integrated customer requirements during factory build processes.

Identified customer business requirements (cross functional IT, Reporting, Invoicing, Supply Chain and Risk Management with 3rd party customer tools to integrate into Dell processes).

Managing Key relationship Global 500 accounts + day to day transactional accounts.

Reduced cycle time for options part fulfillment by 60% (team member-CEVA Bypass project)

Reduced escalations to director/manager by 85% and drove efficiencies with documented process for DCS projects impacting the AT&T Ghost Shipment through AMC by 80% and reducing bandwidth challenges for Genco 2T.

SME for 2T (Nashville) operations -consultant for team members scoping.

Quarterly onsite customer visits to continue to build customer relationships.

Performed onsite Nashville visits for process review and improvements with extended team and participated in multiple Executive Briefing Center strategic events with customers, and Value-Added Resellers.

Amy Patterson ad4vuk@r.postjobfree.com Page 2

ENTERPRISE DEPLOYMENT MANAGER, 2010 - 2014

Provided overall project management and execution status of enterprise deployment projects, ensuring timely and efficient delivery and resolution of issues.

Responsible for project intake and execution for onsite deployment projects for Federal Customer areas.

Managed monthly reporting on project budget and timeline status.

Identified gaps within existing project scope.

Maintained risk assessment list due to shut down.

Quarterly financial reconciliation for EDT for projects that had completed.

Defined budget, onsite personnel, and project change management.

TECHNICAL ACCOUNT MANAGER, 2007 - 2009

Responsible for overall account relationship escalation management for premier customers’ accounts and acted as primary contact for select customer escalation management and team lead.

Responsible for managing SEV 1. critical situation rotation for all accounts.

Escalation management for State and Local Government, Higher Education and Healthcare.

Weekly Executive Summaries reporting to directors and management.

Maintained personal above 90% CSAT and delivered team member quarterly reviews and yearly reviews.

Responsible for reporting and managing team CE metric of 95% or above and for managing cross-functional team members and direct team.

ADDITIONAL RELATED EXPERIENCE

SERVICES ACCOUNT MANAGER Dell Technologies Austin TX

SERVICES MARKETING OPERATIONS DATA ANALYST Dell Technologies Austin TX

IT ARCHITECTURE/INTERNAL DATA ANALYST LEAD Dell Technologies Austin, TX

EDUCATION

Associate of Arts (A.A.) in Production Management

Wade College Dallas, Texas

CERTIFICATIONS

Project Management Certified Professional (PMP)

Project Management Institute

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