Customer Care Sales

Roland Cournoyer

Danvers, MA ***** 978-***-**** ***********@*****.***

Technical Project Manager

Summary of Qualifications

Proven technical business professional with demonstrated achievement in project management, business development and collaboration. Skilled in leading entire life cycle of highly complex and high risk projects in health care, technology and construction industries from initial design through customer service turnover.

Core Competencies

Project Management / Technical

Project management - designed/implemented/supported deployment of enterprise class networks (B2B)

Drove development of consumer/commercial products/features - collaboration - Technology, Marketing, Sales, and Customer Care

Worked with cross-functional teams, as product and project manager; defined specifications and helped launch features against realistic deadlines and goals

Measured product performance and identified key areas for improvement, including design and analysis of meaningful reports

Identified gaps in functionality and content offerings and prioritized for development

Business Development / Marketing & Sales

Collaborated with territory sales managers - identify, qualify, and develop key resellers

Executed technical leadership, successfully closing sales, exceeding sales by 18%

Facilitated - business roundtables; analyzed business drivers and gaps - current business and technology ecosystem – identifying critical deficiencies - recommended solutions for improved strategic value proposition to business sponsors/stakeholders

Created startup residential green construction and project management businesses

Consulted on green home renovations, custom building/energy-efficient upgrades, resulting in lower building operating cost, improved indoor air quality, and reduction in water consumption/material waste

Technical Support / Trainer

Provided high-level remote technical support and network engineering design of new products for major accounts of ADC’s Carrier class IP cable modem termination switch/router and provisioning system products

Interfaced with product development/engineering/SQA teams resolving complex issues

Managed critical accounts: Cox, Comcast, Cablevision, RCN, Adelphia, Time Warner Cable

Developed/delivered technical training classes on 3Com Data/Voice product line

Trained customers on best application for implementing network management tools for capacity planning and network optimization

Professional Highlights

Business Owner—Ashwood Construction & Remodeling, Danvers, MA 2003—Present

Senior Customer Support Engineer—ADC Telecom Inc., Westborough, MA 2002—2003

Network Consultant, Senior Systems Engineer—3Com Corp., Marlborough, MA 1997—2001

Education & Professional Development

Computer Electronics Certificate, GTE Sylvania Technical School, Waltham, MA

Entrepreneurial Training Program; Business Management/Computer Coursework, Salem State Univ.

Candidate, BS in Business Management, State University of NY (SUNY), Oneonta, NY

Massachusetts Unrestricted Construction Supervisors License

Toward Zero Energy & Beyond: Wind and Solar-Powered Buildings

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