Project Manager It Service

THERESA R. KING-BELL

Email: ****.*******@*****.*** Phone: 214-***-**** www.linkedin.com/in/theresa-kb Results-driven Project Manager and Service Operations Leader with extensive experience in enterprise SaaS implementations, large-scale A/V installations, and IT service management. Proven ability to lead cross-functional teams, supervise technical staff, and drive service excellence through strategic planning and process optimization. Skilled in designing and delivering customized training programs to enhance user adoption, improve team efficiency, and streamline system deployment. Adept at risk assessment, budget management, and stakeholder engagement to deliver high-impact technology solutions. Strong background in vendor management, IT service delivery, and continuous process improvement to optimize business operations and customer satisfaction.

KEY SKILLS & COMPETENCIES

- Project Lifecycle Management

- Enterprise SaaS Implementations

- Agile & Waterfall Methodologies

- Budgeting & Forecasting

- Vendor & Partner Coordination

- IT Service Management (ITSM)

- Risk & Issue Management

- Technical Consulting

- Stakeholder Communication

- SLA/KPI Management

- Budgeting & Forecasting

- Risk & Issue Management

TECHNOLOGY & APPLICATIONS

• Project Management: Jira, Confluence, Microsoft Project, Smartsheet

• Collaboration & Communication: Microsoft Teams, Slack, Zoom, Webex, Google Workspace

• CRM & ERP: Salesforce, HubSpot, Exigo Office

• ITSM & Ticketing: ServiceNow, Zendesk

• Data & Analytics: Power BI, Tableau, Excel (Advanced)

• SaaS & Cloud Platforms: AWS, Azure, Google Cloud

• A/V & Conferencing: Poly Studio, Logitech Rally

PROFESSIONAL EXPERIENCE

Services & Operations Lead/Project Manager – North America MVC Videra – (AV Integration/Services Company) December 2021 – Present

• Lead and supervise a team of five across the US and Canada, overseeing hiring, training, and professional development.

• Manage large-scale IT and A/V implementation projects, ensuring seamless execution, budget adherence, and stakeholder alignment.

• Developed the Technical Readiness Review (TRR) process, reducing deployment delays by 20% through standardized pre-installation assessments.

• Oversee service performance within SLAs/KPIs, managing escalations, equipment replacements, and special service requests.

• Coordinate with technical teams in the US, Canada, and India, streamlining onboarding processes and reducing setup time by 13%.

• Lead vendor and distributor coordination, ensuring timely product delivery and seamless installation execution.

• Implemented project reporting frameworks, enhancing communication and visibility for internal teams and enterprise clients.

• Conduct governance meetings and risk assessments, driving strategic decision-making and process improvements.

• Provide technical consulting and best practice solutions for enterprise A/V installations, ensuring optimal system performance.

Manager, Product Training and Knowledge Assets

REVEAL/BRAINSPACE – - (SaaS Company- Data Analytics) July 2020 – May 2022

• Developed and delivered comprehensive training programs to ensure internal teams and customers were proficient in product functionality and best practices.

• Designed structured course outlines, collaborating with content creation vendors to produce high- quality learning materials.

• Conducted live and on-demand training sessions, tailoring content to different user levels and business needs.

• Managed certification programs, ensuring that internal teams were fully trained and up-to-date on evolving product features.

• Partnered with cross-functional teams to identify learning gaps and develop targeted training solutions.

• Implemented tracking and reporting systems to measure training effectiveness and optimize learning experiences.

Project Manager /Sr. Customer Success Manager

BRAINSPACE – - (SaaS Company- Data Analytics) January 2017 – June 2020

• Led multiple SaaS implementation projects, guiding enterprise clients from project initiation to go-live.

• Developed structured customer success roadmaps, boosting platform adoption and client satisfaction.

• Managed cross-functional collaboration between internal teams and customers to ensure project objectives and milestones were met.

• Conducted workflow assessments to identify gaps and implemented process improvements that enhanced customer efficiency.

• Designed and delivered customized training programs to meet customer and internal team needs, ensuring effective system adoption and reduced onboarding time.

• Conducted live and virtual training sessions, equipping users with the knowledge to maximize platform capabilities, reducing support requests by 8%.

• Created learning materials, user guides, and structured training curricula tailored to different user roles and skill levels.

• Maintained proactive communication with stakeholders, resolving implementation roadblocks and ensuring seamless go-live transitions.

• Provided regular project status updates and KPI tracking to align with customer business objectives. Sr. Business Analyst/Software Engagement Specialist/Implementation Manager EXIGO OFFICE, INC – Dallas, TX (Direct Delling Software Company) September 2012 – January 2017

• Led full-cycle SaaS implementations for enterprise clients, defining project scope, requirements, and deployment strategies.

• Collaborated with internal developers to customize SaaS solutions, ensuring seamless integration with client systems.

• Developed and maintained detailed project documentation, including user requirements, business process mapping, and training materials.

• Managed multiple concurrent projects, prioritizing tasks and resources to meet aggressive deadlines.

• Designed and delivered customized training programs tailored to customer and internal team needs, ensuring effective knowledge transfer and user adoption.

• Conducted live training sessions, workshops, and webinars on the Exigo Admin Tool, streamlining customer onboarding and reducing post-launch support requests by 10%.

• Created structured training roadmaps and learning materials to enhance system proficiency for both technical and non-technical users.

• Traveled internationally and domestically to provide hands-on implementation support and lead customer training initiatives.

• Designed structured knowledge transfer processes to empower client teams post-implementation.

• Provided high-level project reporting and stakeholder communication, ensuring transparency and project alignment with business goals.

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