Manager Project

Jason Sekeres PMP, CTS 717-***-****

*** ***** **. ****, ** 17406 ************@*******.***

SUMMARY

Dynamic operations and project management professional with nearly 20 years of industry experience. A proven leader with an exceptional track record of exceeding goals and professional advancement through continual development of a diverse skill set.

PROFESSIONAL GOAL

A Senior Operations / Program or Project Management role to further advance my skills and knowledge in a positive, energetic work environment. To include; new program development, customer relations, and building/ managing successful teams.

SKILLS

• Operations management • Forecasting / Creative solutions • Coaching / Mentoring / Motivating

• Project management • Budget / P&L management • Customer relations/Satisfaction

• Policies / Procedures • Cost Analysis/Controls • Solutions development

CERTIFICATION/ EDUCATION

• PMI Certified Project Management Professional (PMP) -2011

• InfoComm: Certified Technical Specialist -2011 • Clarion University of Pennsylvania- Clarion, PA

Bachelor of Arts 1992, Minor in Computer Science

KEY ACCOMPLISHMENTS

DEVELOPED Managed Services offering targeted at Small-Medium Business market.

Result: New line of business added an average of $10,000 of new, monthly recurring revenue per customer.

IMPLEMENTED Direct Dispatch model for field service technicians in Baltimore/ Washington territories.

Result: Improved first call response time and reduced overall fix time by 50% and reducing travel costs.

ANALYZED business practices of IT hardware service department that had lost money for prior 18 months.

Result: Seized control of costs and initiated new marketing direction increasing profitability by 300%.

MANAGED manufacturer customer satisfaction program to increase satisfaction by reducing reaction and fix times.

Result: Exceeded all customer satisfaction goals within first quarter to gain HP All-Star rating. Maintained rating for 10 consecutive quarters increasing warranty reimbursements by 44%.

ADVISED Professional Services staff on career direction during rapidly changing industry climate.

Result: Increased technical employee retention rate to 1.5 times the national average through career planning, creative incentives and increased employee touch rate.

CONSULTED Information Technology service and support managers who needed to gain control of spending.

Result: Developed in-depth service reviews to identify trouble areas, correct problems and reduce support spending 45%.

PROFESSIONAL EXPERIENCE

SYSTEM SOURCE Hunt Valley, MD 1993 - Present

2010 –Present: Operations Manager & Engagement Manager Presentation Systems Division

1998 –2010: Professional Services Manager & Break Fix Services Manager

2006 -2010: Rental Division Manager

1993 –1998: Account Manager- Technical Services & Hardware sales

Project / Engagement Management:

• High level of customer contact and coordination including stake holder risk assessment, in-project status and evaluations & on-time project delivery assurance.

• Monitoring of risks, scope & quality standards for compliance and resolution of indentified variance.

• Conduct all pre and post sales activities: site visits, need assessments, quoting, acquisition, installation resource management, scope & quality control as well as post project support.

• Responsible for all facets of project delivery, resource planning, technical integration, profitability & operations management.

Jason Sekeres

• Hire, train, coach, evaluate, schedule and directly manage staff of up to 29, including: field construction & installation teams, field & dedicated service technicians, field and outsourced systems engineers, administrators, helpdesk personnel and customer service/dispatchers.

• Responsible for managing project delivery teams, coordination of external vendors, sub and general contractors.

• Project experience across various business lines including; IT, New construction/ Site Rehab, Customer support, Video telecommunications, billing and business process development.

Management:

• Effectively manage remote outsourced engineering staff utilizing a high touch approach by conducting performance evaluations every 45 days.

• Coach help desk staff on call handling skills to decrease call times and drive first time call resolution rates to 87%.

• Advise IT managers on cost control, resource management methods, and total client satisfaction strategies.

• Develop technical career path and consult employees on training and specializations to further their careers.

• Exceed typical 'short term market' for outsourced staff at client locations; assignments of one year or more, resulting in excellent recurring revenue.

• Manage several teams conducting software deployments at multiple locations for various fortune 500 clients.

• Oversee service parts procurement and inventory to satisfy Just-In-Time (JIT) warranty service model.

• Manage 700 unit rental inventory of PC, Server and Data Projection equipment.

• Successfully manage profit and loss (P&L) statements for support, service, rental and presentation systems divisions.

• Manage nationwide IT service & support delivery at 240 locations for T. Rowe Price, McCormick and Sylvan Learning.

Sales & Marketing / New Program Development:

• Sales of IT services, hardware, professional services, training, and rental solutions to SMB, large and Fortune 500 sized accounts in Baltimore/ DC region.

• Conduct entire sales process from consultation and quoting through delivery and implementation

• Development, marketing and sales of new managed services line of business to provide SMB market customers a comprehensive IT services solution, including: remote help desk, desktop and server hardware maintenance, patch management, network infrastructure management and virus/ security services.

• Evaluate market and created “Per Seat” service offering and extended hardware maintenance programs.

• Development of successful marketing program to reach key rental decision makers, increasing rentals by 45%.

Client Satisfaction / Relations:

• Develop and manage highly successful customer satisfaction programs, including policies, procedures and best practices to enable my teams to increase efficiencies and deliver a consistent customer experience at every interaction.

• Able to interface with all levels of client staff to ensure project benefits on a big-picture workflow enhancement basis.

• Started "Direct Dispatch Service" program improving first call report time, reducing overall fix time and travel time & costs.

• Direct all phases of client and vendor relations including relationship building, service contracts, Request for Proposal (RFP) response and issue resolution.

• Exceed all Service Level Agreements (SLA) (i.e., after hours support, on-call, and 4-hour response & delivery).

• Directly manage delivery staff and coordinate deliveries with technical staff.

APPLE COMPUTER Annapolis, MD 1992 – 1993

Higher Education Account Manager

• Prospected and developed relationships with higher education hardware and service clients at Universities and colleges in the North Eastern United States.

• Designed and sold connected classrooms and campus computer labs.

• Established and maintained advocate relationships with college staff.

• Utilized these relationships to market to students and campus staff by working with them to establish on campus Apple stores.

View my profile at: http://www.linkedin.com/pub/jason-sekeres-pmp-cts/6/229/692

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