Senior Client Solutions Leader with 20+ Years Experience

David Hackney

Arlington, VA ***** 202-***-**** *******.*.*****@*****.***

Professional Summary

Dedicated and highly organized Professional with over 20 years of experience delivering consistent results in high-stakes, client-facing environments. Expert at translating complex information into clear, actionable solutions for diverse stakeholders. Currently pursuing a degree in Public Administration at Colorado State University, with a focus on organizational leadership and service excellence. Recognized for leadership, client relations, and driving success in fast-paced, cross-functional settings.

Core Competencies

• Service & Client Relations: Expert at building rapport and maintaining long-term satisfaction in high-pressure environments.

• Operational Problem Solving: Extensive experience in "break/fix" scenarios, identifying root causes and implementing immediate solutions.

• Communication & Leadership: Skilled at explaining complex details to the general public and leading diverse teams.

• Accountability: Proven track record in managing business cases, budgets, and reporting on key performance indicators (KPIs).

• Technical Proficiency: Rapidly learns and masters new Point of Sale (POS) systems, inventory software, and digital tools.

Professional Experience

Customer Solutions & Systems Consultant Sole Proprietor – Arlington, VA 2017 – Present

• Provide direct, one-on-one support for small business clients, ensuring essential tools and infrastructure operate without interruption.

• Manage end-to-end projects from initial needs assessment to final delivery and follow-up support.

• Maintain a high standard of service by providing reliable, 24/7 support for critical issues.

Senior Project Lead / Integrator Capital One / Collabera – McLean, VA 2015 – 2017

• Coordinated large-scale technical projects by aligning service delivery with business objectives and architectural standards.

• Developed capital expenditure business cases and reported on KPIs to ensure service excellence.

• Led cross-functional teams to drive project success and organizational efficiency.

Systems Engineer & Tier 3 Support Western Union Business Solutions – Washington, DC 2014 – 2015

• Provided high-level support and infrastructure upgrades, requiring extreme patience and clear communication under pressure.

• Managed external vendor relations with partners like HP and VMware to ensure third-party services met company standards.

Network & Infrastructure Specialist Various (Steptoe & Johnson, NOAA, Whitlock) 2004 – 2014

• Designed and maintained systems for thousands of users, prioritizing accessibility and service "uptime".

• Opened and networked new office locations in major markets, coordinating logistics to ensure successful grand openings and operational readiness.

Education

• B.A. in Public Administration (In progress) Colorado State University

• Degree in Network Engineering: Chubb Institute, Springfield, PA.

Certifications & Skills

• Certifications: VCP (VMware), MCSE (Microsoft), CCNA (Cisco).

• Professional Skills: Strategic Planning, Budgeting, Process Improvement, and Vendor Management.

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