I am a highly motivated, creative, self-starter seeking a rewarding position focused on growing customer relationships. I possess excellent technical, communication and interpersonal skills which provide a unique skill set in Information Technology.
Highlights
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
Customer Relationship Manager, 03/2014 to Current Leidos Holdings Inc. – Danville, IL,
Work directly with Psychiatry Department (business partner) faculty and staff on their IT needs, serving as primary conduit for Psychiatry leadership into Health Information Technology & Services.
Review day-to-day activities for assigned customers and acts as primary point of accountability.
Spend a significant amount of time strategically managing customer projects and providing excellent customer service throughout the entire service delivery process.
Coordinates project timing and solutions with all relevant business areas.
Seeks additional projects and business opportunities from customers (web, print, video, strategic, marketing services, etc.), via interactions with C-level staff from the business partner and provider.
Keep informed and educated with client's needs, strategies and business changes and work to implement solutions to meet those objectives.
Assists in the preparation and execution of strategic technology plans for customers.
Responsible for account planning, defining and documenting client requirements, writing creative briefs, leading cross-discipline teams, managing client relationships, communicating deliverables, providing detailed project reports and working with business partners to define value.
Assist in development and support of other solutions for customers.
Maintain weekly and monthly forecasting for tracking of projects and activity for assigned clients utilizing a defined project process.
IT Planning Manager, 04/2017 to 04/2017 Bio-Techne – Waltham, MA,
Project Planning and Execution:.
Reviewed and agreed to customer needs and requirements.
Worked with the stakeholders and other key team members to validate project approach, goals, objectives, and deliverables.
Updated preliminary project scope document (project team members and stakeholders, milestone schedule, budget, risks, constraints, and assumptions).
Worked with appropriate committee(s) to obtain project authorization.
Demonstrated expertise in creating and maintaining project deliverable such as project scope, project plan, status reports, cost estimates, communication plan, presentations, risk management plan, milestone/deliverable charts.
Demonstrated experience in managing issues, scope, and quality while bringing projects to successful completion within the cost and time requirements.
Management:.
Management responsibilities included an IT staff of 4 FTEs, and one contractor across two technical teams.
Planned and directed their work, appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status, handling complaints and grievances.
Ability to build teams and generated a spirit of cooperation while coordinating diverse activities and groups.
Ability to negotiate consensus among diverse groups and impacted the activities of others not in own reporting structure.
Responsible for contract negotiations and related responsibilities as well as vendor selection.
Represented Department on College and University-wide technology committees and provide support of special applications and for special projects for Department administration, faculty and students.
Acted as the Departmental liaison to faculty and students for research computing and audio/visual needs, including making off-site resource utilization, and discipline-specific software/hardware use & optimization.
Lead planner and visionary for how the department would adopt the University's NEXTGEN initiative as it relates to IT Rationalization.
Ensured the department experienced a smooth transition to Google Apps for Education.
Provided technical assistance to facilitate planning and direct the design, installation, modification, and operation of the information systems capability within the Department of Mechanical Engineering.
Managed staff who were responsible for computer and backup operations, network operations, systems and applications development, and systems analysis and integration.
Prepared long- and short-range plans for application selection, software systems development, systems maintenance, production activities, and for necessary support resources.
Senior Support Specialist, 02/2017 to 04/2017 Accenture Contractor Jobs – New York, NY,
Logged and tracked calls, email requests and in-person requests using a problem management database and maintaining history records and related problem documentation.
Served as point person for all Senior (P1) staff - handed escalations of these types of tickets from other support specialists.
Coordinated research and testing of new hardware and software with the assistance of other support specialists.
Took a lead role on numerous projects under the guidance of the Manager of IT Support Services.
Served as backup supervisor to Support Services department, which included supervising numerous helpdesk staff.
Lead the migration to JIRA for our incident and problem management system.
Served a Product Management and main technical contact role for JIRA and Confluence.
Developed and maintained the Helpdesk's public and internal knowledge bases in Confluence.
Assisted in implementing ITIL processes for incident categorization.
Made recommendations to the Manager of IT on a variety of issues including process improvement and the overall function of the Support Services department.
Served a Product Management role for our CRM Application (Talisma).
CRM Administrator for JSTOR and ARTstor's Talisma application.
Served as point person for the organization's Lyris email application.
Developed training materials such as exercises, training sessions and visual displays.
Trained users on software and hardware on-site or recommend outside contractors to provide training.
Maintained Active Directory users and groups.
Maintained users in Cisco phone system.
Supported over 50 Mac users (integrated into Active Directory) who were primarily software developers.
Adhered to system software development processes.
Assisted in supporting newly upgraded Tandberg video conferencing system.
Assisted in the maintenance and support of all AV equipment.
Worked closely with the windows administrators to test software and hardware and to evaluate ease of use and whether the products will aid users in performing work.
Wrote software and hardware evaluations and recommendations for management review.
Wrote and revised user training manuals and procedures.
Answered, evaluated, and prioritized incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Assisted in the transition to a 3rd party time company time tracking solution.
Network Administrator, 07/2017 to 09/2017 QUESTAR CAPITAL CORPORATION – City, STATE,
Supported, maintained and assisted in implementing Information Technology resources for company.
Administered company computer network and resources and provided support to registered representatives with accessing the company website.
Resolved issues with network and resources by monitoring event logs, backup logs, anti-virus definitions and user rights for accessing folders and files.
Optimized computer network by examining multiple network variables to determine and alleviate "bottlenecks".
Maintained updates, troubleshot, fixed, researched, and answered users software and hardware related questions.
Troubleshot, upgraded, and fixed all network related software and hardware issues.
Supported home office users by answering various computer related questions and assisting and training them in the use of various software programs to constantly increase productivity.
Marketing Optimization Supervisor, 01/1 to 05/2017 BEYOND INTERACTIVE – City, STATE,
Supervised and mentored four marketing coordinators within Marketing Optimization Department.
Trained employees how to use various software programs and the purpose of the department.
Collected and stored various forms of data, including site traffic and conversion data to use for analysis.
Generated revenue through the presentation of new marketing strategies to prospective clients.
Managed some of the Internet industry's largest advertising clients.
Maximized client's Return on Investment (ROI) of their online advertising campaigns through constant and innovative analysis and research.
Counseled clients regarding which online advertising placements supplemented or hampered their goals based on statistical analysis.
Promoted to supervisor within six months as the result of quick improvements in clients' accounts, high levels of successful strategic developments and ability to motivate others.
Research and Development Assistant, 01/1 to 01/1 CPI ENGINEERING – City, STATE,
Assisted the lead R&D Chemist and company engineers with conducting oil experiments for a large oil manufacturing company.
Assisted Warehouse production staff with day to day operations.
Education
Bachelor of Science: Interpersonal and Public Communication Mathematics, Expected in 05/99 CENTRAL MICHIGAN UNIVERSITY - Mt. Pleasant, Michigan GPA: Interpersonal and Public Communication Mathematics
Business Relationship Management Professional (BRMP)
*ITIL Foundation Certificate in Service Management
*Network + Certified from CompTIA
*Completed University of Michigan Foundations of Supervision (FOS) I and II training: , Expected in - , GPA:
Skills
Active Directory, advertising, agile, anti-virus, approach, audio, backup, budget, C, charts, Chemist, Cisco, oral, hardware, Computer networking, contract negotiations, conversion, CRM, client, clients, excellent customer service, customer service skills, database, delivery, documentation, e-mail, email, experiments, forecasting, forms, Health Information Technology, home office, information systems, Information Technology, IT management, IT Support, ITIL, Team building, leadership, Mac, Macintosh, managing, marketing strategies, marketing, Mechanical Engineering, SharePoint, windows, migration, Network, networking, oil, Operating Systems, Optimization, phone system, presentations, problem solving skills, processes, process improvement, Product Management, project management, Project Planning, Psychiatry, quality, quick, Relationship Management, reporting, research, risk management, software developers, software development, test software, statistical analysis, strategic, Strategic planning, supervisor, supervising, Supervision, systems development, systems analysis and integration, technical assistance, user training, telephone, training materials, troubleshooting, Vendor management, video, video conferencing, visual displays, website, written
Additional Information
HONORS
*Awarded rank of Eagle Scout from Boy Scouts of America (1992)
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CENTRAL MICHIGAN UNIVERSITY
Job Titles Held:
Customer Relationship Manager
IT Planning Manager
Senior Support Specialist
Network Administrator
Marketing Optimization Supervisor
Research and Development Assistant
Degrees
Bachelor of Science
Business Relationship Management Professional (BRMP)
*ITIL Foundation Certificate in Service Management
*Network + Certified from CompTIA
*Completed University of Michigan Foundations of Supervision (FOS) I and II training
