Managing Director Customer Success
Resume:
Diana Wozniak-Flack
*********@*******.***
PROFESSIONAL BACKGROUND
Senior Technology & Business Leader with overall 20 years of experience & 20+ years in successfully running profitable professional and consulting services business/practices. Leading 50+ engineers & 4 managers, $50M+ revenue targets with Fortune 500 and startup firms.
Strong experience building & managing US and global high performing engineering & professional services groups, defining and successfully executing our company vision, roadmap and business solutions. Driving customer success with Business Transformation, saving millions in cost/driving revenue (Financial Services, Healthcare, Government).
Currently as a Managing Director with a top-ranking consulting and integration services firm, I have held various leadership roles within the professional services sales & delivery organizations interacting with customer’s C-Level executives & internal stakeholders and working with 100+ Technology vendors to drive successful adoption with technology modernization and business transformation.
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MAINLINE INFORMATION SYSTEMS (Fortune 500) Remote-EHT, NJ
Managing Director, Service Delivery Jan 2017-Present
Proactively and effectively build out the three strategic services business units. Direct operations to ensure top level service and on time delivery 100% client-driven leader, Management, and mentorship efforts of 30 assigned Consultants and Technical Architects in the US and India. Spearheaded major enterprise projects from inception through delivery. Operational compliance, Contractual compliance; resolved issues promptly and efficiently to meet regulatory compliance, and to meet and exceed critical performance metrics.
Technical client implementation expertise in delivery of infrastructure and software services.
Business development and growth of Managed Services and Consulting Practices
Development of services and delivery support workflow and process
Management of client loyalty relationships with contracted clients for the Services division.
Corporate level support and development of HIPAA, GDPR, PCI, Cybersecurity training, policies and procedures for compliance and audits
Engagement and Support to Regional Sales Vice Presidents and Nation Sales team of Account Executives
Development of MSA’s and SOWs to line up with Services offerings.
Implementation, design and adoption of support services ticketing system and customer portal
Responsibility for delivery and growth within Fortune 20 accounts
Management of 30+ Technical Consultants in the US and India
Liaison to support negotiation of terms for MSA’s and MSSA’s with internal and external Legal teams
Lead Corporate initiative for the development of Service portfolio
Vendor selection and management of partner relationships
Continuous focus on operational efficiency, employee engagement and reduction in cost across multi-cross functional practices and teams
Coda Global Remote-Sayreville, NJ
Managing Partner March 2016-December 2016
Management and planning of start-up company.
Integration of resources to respective business units
Review of new contracts with legal teams internal and external
Review and integration of invoice and billing to accounting systems.
Strategic planning and roadmap development
Management and support of 25+ Software Developers
Provide white glove support to internal and external clients.
Sirius Computer Solutions (acquisition from Avnet 10/05/2015) (Fortune 500) Remote-Sayreville, NJ
Managing Director, Managed Application Software Services October 2015-March 2016
transition phase
Management, planning and transition of internal software and systems to Corporate Sirius back office.
Integration of resources into respective business units
Review of current contracts with legal adjustments to comply with Sirius legal guidelines.
Review and integration of invoice and billing to accounting systems.
Strategic planning and roadmap development
Development of Catalog Management for Sales division
Direction of integration of 250 India resources to Sirius technical support division
Responsibility for 26 Technical Consultants and Architects
AVNET (Fortune 500) Remote – Sayreville, New Jersey
Director Managed Services/Business Solutions June 2005 –October 2015
Spearheaded major enterprise projects from inception through delivery. Ensured contractual compliance; resolved issues promptly and efficiently to meet regulatory compliance, and to meet and exceed critical performance metrics.
Ownership of Managed Services contracts for delivery of services and support
Management of client loyalty relationship with contracted clients for Managed Services division.
Expert level knowledge in crisis and escalation management within a multi-organization.
Develop and present reports to the executive level to appraise management of client satisfaction levels with recommendations and action plans for process and operational improvements.
Ownership of Service Level Agreements and Key Performance Indicators for Call Center.
Oversight of expansion of Global Support teams in US, Chennai, Brazil, and Belgrade
Direction and support of PCI Audits (Internal and External
Advisor to executives in obtaining ISO9001 registration
Oversight of Operations and Support for various software platforms
Provided guidance and support to the Development team
Trusted Client Advisor and Advocate
Allscripts / Eclipsys Corporation (Fortune 500) Mountain Lakes, New Jersey
Senior Director of Client Relationship Management May 1985– March 2005
Proactive and effectively direct operations of Remote Hosting Data Center division to ensure top level customer service. Managed the efforts of assigned Client Advocates and Project Managers, spearheaded major enterprise projects from inception through delivery. Ensured contractual compliance; resolved issues promptly and efficiently to meet regulatory compliance, and to meet and exceed critical performance metrics. Train, direct, and mentor the activities of 20 assigned staff members consisting of Call Center Advocates, Project Managers, Project Architect, Quality / Analysis Manager.
Ownership of Service Level Agreements and Key Performance Indicators for Call Center.
Experience managing Global Tier 1-(Call Intake Center) Tier 2-(Technical) and Tier 3-(Development) support teams.
Assisted in transitioning Mountain Lakes (Tier 1) Call Center to global status. Reducing overall area cost by $2.5 million yearly
Lead major initiative in obtaining ISO9001:2015 Certification and Registration
LEARNING CREDENTIALS
Undergraduate Coursework • 3.8 GPA
BA, English Arts Rutgers University, New Brunswick, New Jersey
Certified Green Belt Six-Sigma
Middlesex County College, Edison, New Jersey
Additional courses, seminars and workshops include:
Six Sigma • ISO9001 • ITILv3 Foundation • Project Management Institute: Advanced Consulting, Professional Services Approach • Consultative Coaching & Feedback • SaaS • HIPPA • PCI: DSS • GDPR • NIST • Safe Harbor • Shelter Harbor
COMPUTER COMPETENCIES
DevOps • Application Modernization • DevSecOps • IBM Cloud Technology • AWS Cloud • Azure • Containers. • Cisco • BladeLogic • Tripwire • Visio • SharePoint • IBM Storage • Infinidat • UltiPro • Office365 • Freshdesk • SharePoint • Infrastructure • Palo Alto • Juniper • Azure • Denodo • Cloud Pak for Data • Arista • Salesforce • Cobalt Iron • VMware • Freshdesk • ZenDesk •
REFERENCES AND FURTHER DATA PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST
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