Service Delivery Account Manager
Resume:
ERNIE RAYMOND
Sales Management/Senior Account Manager
PROFILE
I am a motivated & focused senior sales business leader delivering creative Managed Service Delivery and Training Strategies for Canadian and U.S. IT clients. I am passionate about building relationships and teams to support clients. I have sought out strategies in anticipation that best suit my client’s needs.
CONTACT
PHONE:
WEBSITE:
www.linkedin.com/in/eraymond
EMAIL:
**********@*****.***
LEADERSHIP & STRATEGIC ACHIEVEMENTS
Successfully created, managed and transitioned an IT Staffing/Services Company to support the alignment of new & focused service offerings. Eventually grew the organization to a North American Managed Services hybrid entity supporting many of the OEM’s & their Service Channel Partners.
Developed service offerings centered around customer needs, i.e. Project Management, IMAC & Service Delivery (contractor resource based), Training & Software Development.
Led a team that grew revenues of $288K (CDN) to on target revenues of $50M (US) in 12 years.
Maintained a consistent 73% average revenue growth for 7 consecutive years (PSG). Annual average gross profitability of 40%, averaging 10% EBITDA.
Built and maintained multiple relationships with many of the OEM’s and Channel Partners across North America. These have included hardware manufacturers, software development firms, POS, Satellite, Networking, Cybersecurity organizations, retailers, and the banking community.
Built focused and motivated sales and recruiting teams nationwide.
Opened a call center (inbound/outbound) for Dell to support installation/delivery across North America.
Managed a team that introduced a new concept for outsourced “mobile classroom” training & certification for OEM clients (Compaq, Intel, HP, Dell, Lexmark, & Toshiba). Became “best practice” for several OEM’s. It also became recognized as an IT learning curriculum as candidates could start their IT career with CompTIA A+ and proceed through desktop, printer and network certifications. As a Microsoft authorized training center, we could augment their hardware knowledge with OS, applications and networking OS.
WORK EXPERIENCE – FULL-TIME
May 2023-Present
Johnson Professional Services
Senior Business Development Executive
Responsible for building branch revenue as its sole sales person. Focused primarily on IT for clients across North America (Cybersecurity, AI, Cloud, Privacy). Also supported general IT and engineering. Brought in 3 major global IT accounts.
Jul 2020 - May 2023/Dec 2006 – Apr 2008
SMB Recruiting
Owner/President
People to Go/Dispatch Us Director, New Business Development
An IT Staffing Supplier with a focus on Hardware Services, IMAC/Deployment Services, Projects, Staffing, etc. Dispatch Us provides dispatchable service for companies utilizing IT contractors.
Recruited to mentor (train) sales team & to grow business in Canada & the US.
Provided Project Management for the re-design of the company website
Consulted on all major RFI/RFPs
Jan 2009 – May 2018
INstinct INternational INc. (IN3)
Managing Director/Consultant/Recruiter
A Project Management/Consulting organization focusing on providing high level SME’s for Business Sustainability & IT Project based services.
May 2015- Dec 2015
VTRAC Consulting Corp.
AVP Client Services
Canadian based IT Staffing company focused on IT Security, Mobility, and Enterprise for banking industry.
Responsible for all activity/delivery as well as personal sales performance.
Responsible for restoring business with a major global bank. Became 2nd largest in-house account under my direction (Bank of Nova Scotia).
Company representative, along with the owner, for diversity membership compliance with all corporate policies for CAMSC (Canadian Aboriginal Minority Service Council).
Apr 2014 – May 2015
Entech Technical Solutions (Cda) Inc.
General Manager
UK based Engineering Recruitment company. Responsible for supporting a major Canadian bank (CIBC).
Jan 2012 – Oct 2012
Zylog Systems (Canada) Ltd.
(formerly Brainhunter)
VP, National Accounts & Strategic Alliances
IT Staffing & Services organization offering a wide array of IT products & services including Full Time/Contract Staffing/Pay-rolling Services/IT Solutions such as Mobile Application Development, an AS400/Sun Migration Practice as well as Project Management/Application solutions.
Led Canadian Sales team.
Designed and helped implement a new training program for the sales & recruiting teams.
Worked with CEO to implement a right sizing program across Canada.
Interfaced with & had indirect responsibility for Bid Team.
Responsible for sales forecasting
Jan 1991 – Oct 2002
The Permond Solutions Group (PSG-acquired by NCR)
Founder/Canadian President
PSG supplied contracted IT managed services for OEM’s & the Channel. Additionally, offered exclusive training programs as a supplier of OEM Hardware Authorized Warranty Certification Training. We worked with the channel across North America on behalf of (Compaq, HP, Toshiba, Lexmark, Intel, CompTIA A+, Microsoft, etc.)
Involved in designing service solutions across Canada & US including internal Project Management, Consulting, Service Delivery & Training teams. Our services were designed to be transparent.
Involved in strategic sales with our major account clients, as well as the end-user, often at the RFP stage, supplying timely, cost effective solutions.
Set strategic direction and oversaw the recruitment of multiple projects.
Ensured staffing levels for projects were properly monitored. Many were multi-location, multi-geographic which resulted in staffing levels being constantly adjusted for changing delivery schedules.
Oversaw & involved in upgrading recruiter/sales training.
Negotiated the sale & onboarding of OEM training. Our mobile concept became “best of breed” in service training, including facility design. Instructors were OEM trained & certified, allowing us to deliver warranty service training to their channel.
Ensured delivery revenue by strategizing, leading, reviewing data, KPI’s, etc. & management of sales teams (direct & indirect), by building brand exposure and being personally involved with all major accounts.
Personally built & managed senior management/sales/recruiting teams across the country.
Responsible for ensuring revenues & profitability with a senior management team.
Involved in succession planning for senior management roles after corporate buy-out.
Attended North American trade shows, association meetings (see list below), sales calls, customer service issues, recruitment, marketing & staff events. I was “the brand.”
Part of the management team that achieved ISO 9001 status to certify/solidify service delivery processes.
Sweda Canada (5 years)
Retail Account Sales Rep
•Generated sales of single stand-alone ECR’s to more complex POS systems in an assigned territory which included single store entities as well as multi-store chain accounts.
WORK EXPERIENCE – CONTRACT ROLES
Feb 2022 – Apr 2022
Innovatia Inc.
Global ITSI Recruiting Team Lead
Telecommunications services provider with clients located mainly in Canada.
Trained, develop and mentor a team of junior recruiters
Worked with the hiring managers daily to determine needs, priorities, to ensure roles were posted to internal/external web sites
Jul 2018 – Sep 2021
Jentu Technologies
Manager, Cybersecurity Recruitment
Company offered a secure network solution for centralized desktop and image management.
•My role was to ensure the company had the right skills for each client, react to RFP’s, RFI’s, etc. and be proactive in nature.
Dec 2015 to Jun 2016
Recruiting In Motion
Director, IT Services & Consulting
Accounting/Finance recruiting agency with franchises across Canada.
•Recruited to start an IT division
SKILLS
* North American Major
Account Sales
* IT Resource
Management
* Training
* Team Building
* Customer Service
* Consulting
* Mentoring
* Planning/Strategy
PERSONAL DEVELOPMENT
LinkedIn Development Courses: * Agile Foundations
* Project Management
Foundations
* Learning LinkedIn Recruiter
* Level Up Your Remote Team
Experience
* Essentials of Team
Collaboration
* People Analytics
* Communicating with Empathy
* Diversity/Inclusion/Belonging
ROI Institute:
* Building Capability and Expertise with ROI Methodology
Schulich:
* Competitive Benchmarking
* Strategic Alliances (Managing for Results)
* Improving Presentation Effectiveness
Xtranet:
* ITIL Foundations V.3
ASSOCIATIONS
* Established CompTIA in Canada. Original co-chair in Canada for the services section (ITSS-Information Technology Service Section). Subsequently elected to Canadian Board. Was actively involved in both Canada/US divisions of ITSS, AWIT (Advancing Women in Technology). Nominated in 2012 for US ITSS Council.
* Past council member for TriOS Network Program Advisory Council.
* Past membership director for AFSMI/TSIA in Canada.
* Past member of ITAC/ITAA.
Company representative to CAMSC (Canadian Aboriginal Minority Suppliers Council) with VTRAC
* Sponsored and helped coordinate corporate (as well as personal involvement) with charity activities such as Terry Fox Run, Easter Seals, Computer Classic Golf Tournament, CHUM Christmas Wish Foundation, etc.
Contact this candidate