Classification: //Secureworks/Confidential - Limited External Distribution:

//Secureworks/Confidential - Limited External Distribution Kenneth Andrew Turner

Cell: 678-***-**** Email: ad4xrj@r.postjobfree.com

PERSONNEL MANAGEMENT EXECUTIVE LEADERSHIP C O MMUNICATIONS T E L E C O MMUNCATIONS C L I E N T S E R V I C E S I . T . O R G A N I Z A T I O N A L M A N A G E M E N T EXECUTIVE SUMMARY

Customer Service and Project Manager – over twenty years of leadership, corporate client services and global customer services.

CORE COMPETENCIES

Sales and Marketing Strategy Program Management Project Management Call Center Management Change Management Life-Cycle Service Delivery Client Management Training & Education Process Improvement Quality Assurance I.T. Management Six Sigma Principles® Technical & Business Development Partner/Alliance Strategy Vendor Relations RECENT EMPLOYMENT EXPERIENCE

Dell Secure Works

Account Executive II Customer Success Management January 2022 to March 22, 2024 Role Responsibilities

• Building and nurturing long-term relationships with customers to solidify our commitment and partnership to their success.

• Ensure that customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve contract renewals, process contract renewals, product expansion, and new growth.

• Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals of each customer based on their unique use cases.

• Provide continuous customer education on the Secureworks product portfolio including new products, features, and enhancements.

• Generate regular/on-going proactive Security Protection Reviews (SPRs) focused on customer engagement, ensure product adoption is occurring, provide recommendations and to continually align on business goals.

• Monitor the customer’s progress towards achieving their KPI’s.

• Create and activate a plan with customers that results in BOTH business value outcomes and team behavior if the customers are not achieving key objectives/goals.

• Collaborate with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.

Dell Secure Works

Client Support Escalations February 2021 to January 2022 Responsibilities:

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Classification: //Secureworks/Confidential - Limited External Distribution: Curriculum Vitae

//Secureworks/Confidential - Limited External Distribution

• Worked and triaged client escalations and complaints

• Client support calls security 7 Point security inspections

• Worked cases in sales force and coordinated with SOC to resolve client issues. Dell Secure Works

Security Services Team Analyst Customer Services Atlanta Aug 2018 to February 2021 SST (Security Services Team) CSF team

• Responsibilities:

• Works on Portal problems/training/authentication issues

• Creates user accounts on 3rd party devices (IDS/IPS's and FW's)

• Works on Phishing and abuse site takedowns

• Communicates with customers when 3rd party IDS/IPS licenses expire

• Change IP addresses > CTP Portal > General

Dell Secure Works Atlanta, GA Oct 2015-Aug 2018

Dedicated Team Operations

Project Program Manager Senior Analyst

• Ticket handling and scheduling in BMC Remedy. Managed multiple tickets, in multiple work streams, with great flexibility dealing with diverse types of requests. Excellent Soft Skills to deal with demanding clients.

• Project Manager in charge of handling multiple change request tickets and navigating network change requests through the change management process. Dealt with break fix and maintenance requests, as well as Project requests. Included coordination of multiple projects, work streams, and meetings with the clients. Job included planning, budget, overseeing and documenting all aspects of the projects, delivering every project on time within budget. Ensuring resource availability and allocation.

• Managed requests timely and coordinated, working closely with the client's Network Operations Team.

• Coordinated internal resources and third parties/vendors for the flawless execution of projects, maintenance, and break fix activities.

• Ensured that all projects were delivered on time, within scope and within budget.

• Developed project scopes and objectives, involving all relevant stakeholders, and ensuring technical feasibility.

• Ensured resource availability and allocation

• Developed a detailed project plan to track progress

• Used appropriate verification techniques to manage changes in project scope, schedule, and costs

• Measured project performance using appropriate systems, tools, and techniques

• Reported and escalated to management as needed

• Managed the relationship with the client and all stakeholders

• Performed risk management to minimize project risks

• Established and maintained relationships with third parties/vendors

• Created and maintained comprehensive project documentation AT&T Atlanta, GA Oct 2014-Aug 2015

Global Ordering Group

Project Manager

• Within a highly matrixed environment, responsible for the distribution of workload assignments to the workforce.

• Track, manage and report project status to all pertinent stakeholders across the workflow.

• Provide direction and management on allocation of resources; financial and product. PAGE 3

Classification: //Secureworks/Confidential - Limited External Distribution: Curriculum Vitae

//Secureworks/Confidential - Limited External Distribution

• Provide direct support and management of all orders throughout the product's life cycle.

• Provide risk analysis and troubleshooting for all issues affecting product life cycle.

• Manage and coach team of consultants and associate project managers. Account Profiling Group Atlanta, GA Nov 2013- Oct 2014 Project Manager

• Direct management of domestic and international VPN (Virtual Private Network) customers.

• Project planning, evaluation, and management of deliverables.

• Project coordination and management.

• Track and report financial status to stakeholders—internal and external. IP (Internet Protocol) Flex Group Atlanta, GA Aug 2010- Nov 2013 Sales Support Manager

• Managed a team of support personnel and consultants.

• Managed and directed resources allocations and budgets.

• Partnered with PMO in assigning and directing projects—milestones, deliverables, scope, etc. Voice Dynamics Network Group

BVOIP (Voice of Internet Protocol) Lead Atlanta, GA Aug 2009- Aug 2010

• Responsible for managing daily operation activities of a team order managers—driving scorecard results through continuous performance management, process improvement and daily audits.

• Managed day to day activities of personnel

• Managed and drive escalations.

• Managed and directed lifecycle of product delivery. AT&T (Formerly Bell South Long Distance) Atlanta, GA March 2002- Aug 2009 Service Delivery

Manager Technical Support Analysis

• Implementation of all voice and data services for Cingular Wireless and the wholesale side of Bell South Long Distance.

• Lead Project Manager for clients: Bank of America, Wachovia Bank, and the State of Mississippi.

• Life-cycle management, coordination, tracking and provisioning of all telecom products for several Fortune 100 companies and state agencies.

• SME (Subject Matter Expert) on all VPN provisioning for department—supporting over $95M in revenues. PAGE 4

Classification: //Secureworks/Confidential - Limited External Distribution: Curriculum Vitae

//Secureworks/Confidential - Limited External Distribution Previous Employment

January 2000 to – November 2001

Sprint Telecommunications, Atlanta, GA USA Technical Applications Consultant - Provided project management and implementation of all voice and data services. Toll free expert that maintained accounts averaging $100k to $20k per month. This position was a key interface that supported existing and prospective customers during the implementation process.

January 1998 to January /2001

Sprint Telecommunications, Atlanta, GA USA Supervisor - Supervised a team of 12 to 15 employees and provided exceptional customer service to our National Account customers. SMC-Service Management Center Supervised a successful National Accounts Team where reps were managed in a call center environment on average speed of answer, repair times, ticket quality and customer repair calls. Quality Assurance monitors administered with coaching and counseling. Responded to customer needs on a real time basis through effective problem solving, root cause analysis and escalation support for Sprint's trouble repair effort. Headed up and participated in BPI (Business Process Improvement).

EDUCATION/SKILLS

Georgia State University – 3 years of undergraduate work completed toward B.S. in business and marketing.

PMP® Trained Project Manager, Six-Sigma Lean, Six-Sigma Greenbelt.

Microsoft®—Visio, Excel, PowerPoint & MS Project.

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