Ferdinand Bergen, CSM

Devon, PA *****

610-***-**** / adi3j6@r.postjobfree.com

www.linkedin.com/in/ferdinand-bergen-64565283

PROFESSIONAL SUMMARY

Senior Program Management and Customer Success Leader with 17+ years' experience across verticals and markets. Demonstrated success in creating product strategy, focusing on user experience while executing go-to-market plans. Well versed in project management, organizing efficient workflows to completion. Adept at analyzing contributor feedback, translating client needs to technical teams. Substantiated history of customer advocacy, deploying technical solutions and providing user support for products. Recognized for utilizing a team-building and mentoring approach to departmental organization, focusing on cross-functional employee engagement and development to achieve goals. Track record of controlling costs and increasing ROI. Certified Scrum Manager.

PROFESSIONAL EXPERIENCE

Sonic Foundry 2009 – Present

Sonic Foundry is the trusted global leader for video capture, management, and webcasting solutions in education, business, and government. The patented Mediasite Enterprise Video Platform transforms communications, training, education, and events for more than 4,700 customers in 65 countries.

Senior Program Manager – Customer Success (2018-Present)

• Created a go-to-market strategy for video caching service.

• Designed and implemented Customer Success lifecycle for customer retention strategy.

• Thought leader for new product development initiatives on emerging technologies.

• Create scope of work documents for Advanced Integration Services (AIS) custom development engagements.

• Manage multiple AIS projects through lifecycle to completion.

• Lead service offerings for product monitoring service. Network Solutions Engineer (2015-2018)

• Directed large project installations.

• Managed custom software development projects.

• Developed and managed a new customer service initiative for monitoring and alerting customer deployments.

• Managed Tier 2 and Tier 3 support for enterprise customers. Senior Sales Engineer (2013-2015)

Sales Engineer (2009-2013)

• Direct customer-facing role providing "white glove" service for Mediasite software made by Sonic Foundry.

• Demonstrated pre-sales engagements for strategic enterprise accounts.

• Planned product deployment and scaling of schedules and implementation.

• Specialized in large server deployments.

• Designed and conducted a training curriculum.

Villanova University 2003 – 2009

Founded in 1842, Villanova University draws students from 45 states and nearly 50 countries. More than 10,000 undergraduate, graduate and law students take part in a wide variety of degree and certificate programs throughout the University's six colleges. Senior Manager – Distance Education

• Responsible for the day-to-day operations for Villanova University’s nationally ranked (U.S News and World Report – Top 10) Online Masters Engineering program.

• Managed and mentored a team of 16, focusing on employee development and engagement.

• Served over 1,500 users annually with live and on-demand production of 80+ academic and professional development courses.

• Designed and project managed the construction of 3 e-learning facilities.

• Accomplishments include:

o Awarded winning eLearning classroom by Presentation Magazine (2005).

EDUCATION / CERTIFICATIONS

Certified Scrum Master (CSM), Scrum Alliance, Inc. Master of Science, Computer Information Science, Boston University Bachelor of Arts, Film and Media Arts, Temple University

TECHNICAL SKILLS

Microsoft Office Suite (Including Word, Excel, PowerPoint, Outlook, OneNote, SharePoint, and OneDrive), Jira, Vision, Trello, Elasticsearch, Postman, Confluence, Kanban, Agile, Facebook, Twitter, Instagram

SPEAKING ENGAGEMENTS

Mediasite Unleash User Conference (2012, 2013, 2014, 2015, 2016, 2017) MSX User Conference (2018, 2019)

Panel Speaker, Bloomsburg University Institute for Instructional Technology (2010)

Contact this candidate