Customer Success Machine Learning
Resume:
Frank Deming
ad5rw8@r.postjobfree.com
linkedin.com/in/frank-deming
Summary
Strategic customer success, professional services delivery, application support, ERP/CRM implementation and AI product management tenures at Oracle Corporation, IBM Global Services, and CGI Inc.
-SaaS/PaaS/IaaS implementation and business value adoption consulting
-Advanced machine learning solution development and delivery
-Strategic customer/partner success metrics, dashboard, and governance framework development.
Experience
Customer Success Manager
Oracle
Jan 2021 - Jul 2023 (2 years 7 months)
Strategic account and GSI partner leadership responsibilities for Oracle SaaS, PaaS, and IaaS cloud service delivery and business adoption excellence.
-Directed go-live stabilization and transition to business optimization activities for Cisco Systems, Bank of New York Mellon, and InterContinental Hotels Group
-Prototyped Service Incident and Engagement Success analytics approach to identify solution design, application configuration, and product defect fault trends.
Associate Partner
IBM
Jan 2019 - Apr 2020 (1 year 4 months)
Managed solution development and presales support for complex initiatives including hybrid cloud and cognitive business transformation programs.
-Developed Oracle SaaS, PaaS, and IaaS cloud transformation plans based on client legacy solution complexity, strategic business goals, and operational maturity.
-Adapted retail machine learning demand forecasting solution for industrial manufacturing sector to optimize supply chain and sales demand planning accuracy for Cisco Systems.
Principal
F. Wayne Deming Consulting
Nov 2017 - Dec 2018 (1 year 2 months)
Developed and implemented strategic cloud platform, technology, and process optimization programs for private and public-sector enterprises including U.S.D.A, U.S. Census Bureau, and Procede Software.
Director
CGI
Apr 2016 - Nov 2017 (1 year 8 months)
Managed cloud platform, technology, and application modernization programs for private and public- sector enterprises including Getinge Group, Esterline Technologies, Aerojet Rocketdyne, and Armtec Defense Products.
-- Created strategic roadmaps, risk benefit analysis, and migration plans for hybrid and multi-cloud transitions, e.g., Oracle, CGI, AWS, Azure, Google, Datapipe, and other key technology alliance partners.
-- Developed technical, functional, and commercial proposals to drive technology portfolio modernization and improved business value delivered by multicloud technology investment.
Strategic Account Partner
IBM
Mar 2015 - Apr 2016 (1 year 2 months)
Led digital innovation and go-to-market efforts across multiple LOBs focused on transforming global clients to data-driven organizations via advanced analytics, ML predictive modeling, and migration to cloud application and infrastructure platforms.
-- Recovered key relationships with EVP Capital Projects, CIO, CTO, and CHRO to rebuild opportunity pipeline
-- Leveraged key cross-functional relationships with advanced analytics research and Watson AI development groups, global industry experts, and operations teams to solution and sell $15M strategic Predictive Analytics Center of Competency services for Vale S.A. in Brazil.
Strategic Account Senior Director
Oracle
Sep 2013 - Feb 2015 (1 year 6 months)
Established service delivery, solution architecture, cloud operations, and service governance teams in Asia Pacific region with initial focus on transforming National Australia Bank (NAB) banking and financial services platform to distributed cloud computing architecture.
-- Finalized solution development, SOW, deliverables, SLA schedules, and contract negotiation to close
$12M infrastructure migration and global cloud operations agreement
-- Built agile PMO team to manage cross-vendor integration, operations governance, establish project metrics, standardize release management, and implement development technology advisory program.
Latin America Cloud Services Leader
Oracle
Mar 2009 - Aug 2013 (4 years 6 months)
Transformed Latin American professional services and project management teams across the region to recover client confidence and extend Oracle footprint for 40+ key accounts.
-- Developed solution designs, contract schedules, SOWs, scope, staffing plans for multiple expansion and new license and professional services sales.
-- Restructured localized customer success and cloud operations teams to integrate tightly with global PMO and operations matrix backbone and improve renewal rates by 40%.
Strategic Account Director
Oracle
Aug 2007 - Feb 2009 (1 year 7 months)
Regional Account Director for Sony Global Solutions (SGS) in Fukuoka, Japan which supports IT infrastructure and application management for all Sony business units.
-- Globalized technical operations and eBusiness AMS teams responsible for administration and maintenance of all infrastructure components including server hardware, storage appliances, and environment security
-- Merged local operations and AMS teams with global queues to standardize processes and improve service-level performance by 30%.
Senior Principal Program Management Leader
Computer Sciences Corporation (CSC)
Mar 2006 - Jul 2007 (1 year 5 months)
Managed Sun Microsystems Oracle eBusiness R11i upgrade team responsible for all production readiness activities including satellite system integration testing, data conversion and migration, cutover planning, production readiness verification, and post go-live infrastructure and application support.
-- Managed all activities to transition from project implementation to production phase including application and infrastructure hypercare support during post go-live stabilization
-- Established and verified critical business continuity plan for core ERP system.
Senior Group Product Manager
Oracle
Jan 2003 - Feb 2006 (3 years 2 months)
Piloted group of functional analysts, programmers, content developers, and product managers to established iLearning as the primary education content delivery and knowledge management platform for Sun Microsystems, Cisco Systems, Dutch Telecom, and AT&T Wireless.
-- Defined product features, design user interface, and develop specifications for technical design for educational content delivery, user administration and collaboration
-- Prioritized technical and functional requirements into product development and deployment roadmap
-- Established global partner alliance network to develop interactive e-learning content, skill assessment, certification programs.
Consulting Practice Director
Oracle
Oct 1995 - Jan 2003 (7 years 4 months)
Recruited and mentored business analyst and enterprise program management teams on multiple Oracle eBusiness implementation projects including CH2M Hill, Sun Microsystems, Sony
Semiconductor Network Company (SNC), Lucent Technologies, AT&T Wireless, and Cisco Systems.
-- Specific focus areas included advanced supply chain management, MRP demand forecasting, supplier portals, and procure-to-pay processes
-- Integrated organizational change management framework into Oracle’s application implementation methodology.
Education
University of Warwick - Warwick Business School
Master of Business Administration (MBA), Business Information Systems
Sep 2016 - Jun 2019
-Gained a comprehensive understanding of the global business environment including strategic challenges and opportunities
-Broadened understanding of different leadership styles to diversify my leadership skills
-Benefited from comprehensive curriculum in Financial Accounting, Financial Analysis, Operations Management, Go-to-Market Strategy and Execution, Business Intelligence, HCM frameworks and policies, Global Economics, and Change Management frameworks policies to achieve strategic business goals.
UC San Diego Extended Studies Certificate, Machine Learning Methods Jun 2020 - Mar 2021
UCSD specialized Certificate in Machine Learning Methods emphasized foundational AI concepts and tools including:
-Linear algebra skills necessary for machine learning and neural network modeling
-Tools and underlying mathematical concepts of data interpretation that work with specific models of neural networks (NN)
-Detailed analysis of leading machine learning approaches and popular NN like CNN, FCNN, ImageNet, ResNet, and RNN
-Application of NN in image classification, image segmentation and natural language processing (NLP)
-In-depth understanding of algorithms and modeling used in supervised learning of neural networks.
UC San Diego
Chemistry/Economics
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