Project Management Customer Service
Resume:
MICHAEL BALDWIN
Plainfield, IN
************@***.***
Sales and management professional with a variety of diverse experience in technical consulting, installation development, implementation, service sales and project management. With a proven track record in professional services management, looking for a role to apply knowledge and best practices to the next position. WORK EXPERIENCE
Sr. Manager Professional Services
08/2012 to 03/2023
Navisite
Managed all Infor S3 services related projects for existing hosted and non-hosted clients. Created Statements of Work for new implementations and consulting work for clients. This would include onboarding, interfaces, customizations, training, etc.
Worked closely with clients to understand business needs and to assist in building project roadmaps. Managed a team of 9 Infor certified resources that included Functional, Technical and Project Managers. Responsible for growth of team members to increase their personal development and to assist the organization. Managed projects ranging from a few hours to several thousand hours. This included SOW, forecasting, budget, client reporting to executive team and steering committee. Primary focus of these projects was Healthcare. Put in place several process improvements internally to more accurately report on client satisfaction, resource utilization and margin.
Customer Service Manager
12/2008 to 08/2012
Navisite
Managed 25+ hosted Infor clients. This included regular meetings to review issues, project status, accounts receivables, discuss upcoming projects.
Actively involved in the sales cycle with the Account AE in identifying and closing new clients. Monitored applications such as ServiceNow and SFDC to monitor client issues and escalations. Provide guidance to client regarding new product updates, scheduling of updates and assisting with issue resolution. Acted as the primary advocate for the client.
Director Practice Delivery
05/2006 to 05/2008
Infor (Lawson Software)
Responsible for $27 million in quota each year. This would come from new clients, installations, upgrades, training consulting. Led a team of 5 Technical Service Managers with over 100 domestic and 23 off-shore resources indirectly reporting to this position.
Worked with my service managers to identify new revenue opportunities. Developed several service offerings where we bundled things such as the installations, custom training solutions, implementation consulting, interface and development consulting. This was a way to provide Infor expertise at a greater price point to the customer. Developing and implemented new technical certification programs for internal and external resources. Technical Service Manager
05/1998 to 05/2006
Infor (Lawson Software)
Responsible for a achieving a quarterly quota of roughly $3-5 million. Managed a team 10 Technical consultants that were responsible for all technical related consulting primarily on the west coast and the southwest. This included new client installs, upgrades, technical training, development, etc. This team exceeded its quota each quarter for 6 years straight.
Worked with Product Management to identify Beta clients. Assisted in evaluations, recommendations and customer facing documentation for Beta projects.
Conducted Infor Technical training globally as needed. Sr. Technical Business Consultant
05/1997 to 05/1998
Infor (Lawson Software)
Performed Technical Product demonstrations for prospects. Worked with AE and prospect to determine how the Infor Technical environment would benefit their organization. Worked with Product Management on new products, assisted with creating demo materials and distributing to other BC’s. Sr. Technical Consultant
03/1995 to 05/1997
Infor (Lawson Software)
Performed installations on Unix and Windows based platforms against Infor, Oracle RDBMS’s. Performed technical consulting around using the Infor Technical applications and how it interacts with the different OS’s and databases.
Performed Onsite and Remote technical training on all Infor Technical products at the time. Spent one full year conducting all Infor Technical classes in the various Infor training centers in the US and UK. Maintained by required quarterly utilization.
SKILLS
Consulting · Budgeting · Team Management · Proposal Generation · Negotiation · Customer Lifecycle Management · System Deployment · Business Process Design · Service Delivery · Software Development · Business Development · Sales · Resource Management · Software Implementation · SaaS · ERP · Outsourcing · Enterprise Software · Business Process · Project Management · Vendor Management · Team Leadership · Solution Selling · Cloud Computing · CRM · Professional Services · Business Analysis · Business Process Improvement · Integration · Management · IT Strategy · Requirements Analysis · SharePoint · Change Management · ITIL · Pre-sales · Software Project Management · Unix · Software Documentation · Salesforce.com · Software as a Service (SaaS) · Enterprise Resource Planning (ERP), Smartsheet’s, Salesforce, Leadership, Office 365, Projects,
EDUCATION
Plainfield Jr./Sr. Highschool
Degree
Plainfield, IN
05/1980
Indiana University - Purdue University - Fort Wayne, IN Computer Science
Ft. Wayne, IN
08/1980 to 05/1982
Phoenix University
Computer Science
Remote
05/2008 to 09/2008
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