Chris Klein

League City, TX ***** 832-***-**** adk5sa@r.postjobfree.com https://www.linkedin.com/in/chris-klein-houston-tx/

Sr. Project Manager

Specialized in: Project Management, Cloud-Based Environments, Support & Operational Management, and Team Building & Leadership

Over 19 years of experience in the business and technology fields delivering cloud-based, technical solutions as a creative and accomplished senior technical operations leader. A proven record of developing infrastructure strategy, project planning and management, growing departments, and leveraging cutting-edge methodologies to deliver sophisticated systems serving development, software integration, Salesforce, and cloud infrastructure. Extensive experience with team development, technical training, process improvement, and metric design and evaluation.

Strategic Planning Project Management Client Engagement Infrastructure Management Technical Direction & Guidance Influential Presentation Complex Plan Implementation Cross-Functional Communication Adaptive Problem-Solving CRM

Professional Experience

Positions at: Flow-Cal/Quorum Houston, TX

Program Management Office (PMO) Jun 2019 - Present

Managed customer-facing Cloud projects across multiple product lines for the leader in oil and gas measurement software.

Championed on-time, error-free delivery of products in collaboration with multiple departments.

Established key metrics, utilizing Power BI, to report and present project status and key milestones to senior management.

Developed a SharePoint site for the Cloud Operations team increasing visibility and knowledge dissemination for the company.

Designed and deployed a ticket organization structure within Azure DevOps to facilitate awareness and organization of projects.

Managed priorities, scope, schedule and risk across multiple departments and stakeholders to ensure projects milestones are achieved.

Lead multinational projects across with a dispersed team of engineers and contractors.

Senior Manager, Cloud Operations Jun 2016 - Present

Led a team of seven Cloud Operation Representatives, developed strategy, and managed the operations of the cloud infrastructure and the Customer Support department.

Created and presented the hosted cloud infrastructure and support model plan, received approval from the executive team, and led the successful implementation of the cloud offering.

Established Standard Operating Procedures (SOP) utilizing Best Practices for onboarding, upgrading, maintenance, support, off-boarding, user administration, and checklists.

Planned and selected technologies within the cloud environment and installed and configured applications for customers.

Generated a sales model accounting for hosted system and service costs to drive positive margins and increased sales and grew the customer base by establishing an environment promoting scalability, availability, and customer satisfaction.

Authored a hosting agreement, including Service-Level Agreements (SLAs) and obligations, still used by the sales team.

Led Cloud Ops monthly meetings to review infrastructure, databases, and support status for all environments.

Built the Cloud Operations team to manage infrastructure, application and maintenance operations and supported sales teams with technical advisement during prospect demonstrations and customer engagements.

Represented the company at user group meetings by presenting the cloud infrastructure and support model.

Manager, Customer Support Dec 2014 – Feb 2019

Led a team of eleven Support Representatives and DBA, established a Tier II support structure, and managed the support functions developing a positive culture emphasizing customer satisfaction and professional growth of all employees.

Developed and improved support processes, including ticket workflows, open communication, checklists, and renewed SOPs, and established a Support Condition (SCON) process to help improve communications, response time, and customer satisfaction.

Engaged customers through onsite visits to cultivate relationships and implemented an online survey system, utilizing Salesforce, ensuring a positive customer experience scoring 95%, which is higher than industry average, and improving YoY.

Instructed application and process training, including one-on-one, classroom, and webinar series, for staff and customers and for individuals at industry schools and users’ groups.

Implemented and drove the selection and implementation of Salesforce’s Sales and Services cloud and developed dashboards and reports to assist in future direction prioritization and management updates related to sales, service, development, and professional services.

Managed large scale implementations and upgrade projects for Fortune 500 companies.

Prepared customer status reports and application trending, initiatives, and status reports for the executive team.

Managed a two million dollar departmental budget for all Customer Support activities.

Manager, Total Quality Management (TQM) May 2011 – Dec 2014

Defined the companywide culture for quality improvement and oversaw a 400% departmental growth.

Developed and implemented an Automated Testing infrastructure, utilizing Test Complete and Jenkins, improving product quality.

Established automated coding standards setting guidelines and best practices for automated development.

Implemented test plans and cases for the Software Development Lifecycle (SDLC) to improve the products’ testing framework and developed and implemented QA processes improving quality and control of software releases and deployments.

Implemented defect analysis to identify root cause and action plans addressing software issues and deployed an Agile software development process (SCRUM) within the Product Management, Development, and Testing organizations.

Championed an understanding of processes and elevation of information roadblocks as the SCRUM master for all product teams.

Implemented and configured Salesforce and VersionOne (Enterprise Agile Management software) as the PM and administrator.

Implemented Salesforce CPQ for quotes and contract generation.

Positions at: United Space Alliance Houston, TX

Simulation Software Tools Lead April 2001 – May 2011

Researched software development and testing tools and defined processes for implementation for the leader in space operations.

Managed tools, including Rhapsody, MATLAB, Simulink, DOORS, LDRA, and Synergy, to train, establish standards/rules, and handle tool issues.

Led development of desktop instructions and administered training for all tools.

Participated in system design/OOD of simulation architecture.

Other Positions at United Space Alliance: IBM Rational DOORS and Rational Change Administrator, and Software Developer and Tester

Education & Certifications

Bachelor of Business Administration, Management Information Systems – Lamar University Beaumont, TX

Certification - Certified SCRUM Master (CSM) – LitheSpeed Houston, TX Feb 2008

Professional Development & Affiliations

Courses – iLeadership – Jill Hickman Companies Houston, TX May 2015

Gas Measurement Fundamentals - Texas A&M Kingsville Houston, TX Sept 2016

Affiliations – American School of Gas Measurement (ASGMT) Instructor

Technical Proficiencies

Operating Systems

Windows 7/10/2008, Server 2008/2012 Server/2016 Server, Mac OS X v10.15

Management Applications

Microsoft Project, Microsoft Teams, Power BI

Enterprise Applications

FLOWCAL, VMware, Citrix, Test Complete, IBM Rational (DOORS, Change, Synergy, Rhapsody), Okta

Databases

Oracle (10g, 11g, 12c), SQL Server

Programming & Scripting Languages

SQL, HTML, JavaScript

Services

Microsoft 365, Visio, Salesforce Sales and Service Cloud, Salesforce CPQ, Azure DevOps, Version One, Jenkins, Orion (SolarWinds)

Protocols

FTP, SFTP, HTML, RDP

Technologies

Information Technology, Active Directory

Standards

CMMI, SOC, SOX

Methodologies & Concepts

Agile (SCRUM, Kanban), Waterfall

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