Director/Manager

QUALIFICATIONS PROFILE

Proven business leader equipped with expertise in initiating positive changes and strength in reengineering business processes and defining continuous improvement processes to ensure efficiency. Offer strong qualifications developed over progressive years in diverse areas of technology including information systems, software / hardware, human resources, and technical document publishing. Possess strong business acumen and cross-functional management background focusing in profitability and operational effectiveness. Utilize strategic planning and decision making skills in capitalizing on market opportunities to strategically accelerate expansion and maximize profits. Proficient in Microsoft Office and Lotus Notes.

KEY STRENGTHS

- Leadership and Team Building - Management Consulting

- Information Technology - Strategic Planning and Implementation

- Product Marketing - Performance / Productivity Improvement

- Customer Relationship Management - Human Resources

PROFESSIONAL EXPERIENCE

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IBM Corporation - Durham, NC

MANAGER, IBM REDBOOKS MARKETING 2006-PRESENT

Key Accomplishments:

- Led the implementation of a multiyear marketing campaign to expand IBM Redbooks leadership in technical documentation

- Played a pivotal role in the development of all IBM Redbooks marketing activity

- Established and maintained productive working relationships with IBM internal employees, business partners, and customers while developing new client base

- Coordinated various events for clients that enabled technical people worldwide to participate in IBM Redbook projects

- Developed and implemented a strategic marketing plan that facilitated downloads of IBM Redbooks on the web, DVD, and external book stores

- Proactively involved and presented at several conferences as well as seminars

- Provided exceptional performance in meeting and exceeding revenue and client / team satisfaction target ratings

IBM Corporation - Raleigh, NC

MANAGER, INTERNATIONAL TECHNICAL SUPPORT ORGANIZATION 2001-2006

Key Accomplishments:

- Successfully created an environment that promoted customer loyalty practices to drive adaptation of content capabilities that resulted in significant competitive advantage for IBM

- Initiated a new strategic plan and spearheaded a more efficient marketing effort that increased downloads of online technical documentation, generated sales of products, and facilitated the inauguration of a new center in Hursley, United Kingdom

- Rendered primary leadership in the development of new processes to reduce cost and develop products in less time

- Rendered primary direction to a global team of technical personnel located in various countries worldwide

- Efficiently managed functional facets of human resources involving hiring, recruiting, and training employees

- Developed a work environment that promoted customer loyalty practices which created a significant competitive advantage

- Cultivated teamwork and inclusions among all employees across locations, cultures and geographies to promote the company’s value of diversity

- Administered and maintained a multimillion dollar expense and revenue budget

IBM Corporation - San Jose, CA

MANAGER, INTERNATIONAL TECHNICAL SUPPORT ORGANIZATION 1999-2001

Key Accomplishments:

- Streamlined and rehabilitated a large, problem-ridden technical support center to restore balance, revenue growth, and employee morale

- Coordinated a strategic concept that motivated employees and managers to achieve team efficiency instead of individual recognition

- Established procedural guides and performance improvement plans for each employee accountable for their work; resulted in increasing productivity by more than 60%

IBM Corporation - Poughkeepsie, NY

MANAGER, INFORMATION SYSTEMS 1989-1999

Key Accomplishments:

- Directed a team of managers accountable for computer information systems hardware, software, and operations support for a multiple location operation

- Monitored and maintained 99% customer acceptance and satisfaction rating on all aspects of support

- Significantly reduced overall operating cost and capital expenditures annually while ensuring adherence with all commitments

- Maintained all OSHA requirements and security controls without any violations

- Organized all records, backups, procedural guides, end-user education, and all other daily responsibilities occurring within a large operation

CREDENTIALS

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COLLEGE CREDITS - Dutchess Community College - Poughkeepsie, NY

Management Development Courses - IBM Corporation and external vendors

Several Technical Education courses

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