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Director Resume Example

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DIRECTOR
Professional Experience
Director
April 2007 to CurrentImageScan Inc
  • ImageScan provides clients with high-speed imaging and an exclusive, innovative workflow management application to process payment transactions such as checks and their associated remittance advices, stubs or coupons.
  • ImageScan is relied on by many of the largest financial institutions in the U.S.
  • as well as leaders in a variety of other industries.
  • Lead the Operations Components of the Organization including Professional Services, Customer Support, and Internal Information Technology Departments of a Software Company that produces Payment Processing solutions servicing Banks, Government Agencies, and 3rd Party Payment Processors.
  • Restructured the respective organizations creating the proper worker to supervisor ratios including redundancy Implemented and updated new tools and process within each department Created a new Implementation Methodology with the associated templates and documentation Implemented a Customer Relationship Management Solution that spanned the entire company providing a single view of all customer related information (Sales, Marketing, and Customer Service).
  • This allowed the barriers between the departments to be dropped Implemented a Customer Facing Portal to facilitate an online presence for customers to search a Knowledgebase, open and update support tickets, and search out other related information (enhanced knowledge management) Assisted Product Management with the creation of a road map to take the solution from a standalone application to more open framework Assisted in the Pre-Sales process Created a standard approach for the creation of Statements of Work and Hardware/Software Estimates Responsible for 15 person staff.
Director
October 2004 to April 2007RightNow Technologies Inc
  • RightNow is a provider of on demand customer experience solutions that help consumer-centric organizations deliver great customer experiences and enhanced knowledge management.
  • Built the Public Sector Professional Services Organization of an Enterprise Customer Relationship Management CRM) Software Company.
  • The Public Sector includes State, Local, and Federal Government, and Higher Education institutions making up 20% of the overall revenue.
  • Key customer accounts include: The Department of Homeland Security (DHS), General Services Administration (GSA), DeVry University, HUD, Air Force Personnel Command, Environmental Protection Agency (EPA), Health & Human Services (HHS), Centers for Medicare & Medicaid (CMS), Minnesota State Colleges and Universities (MNSCU), and Veterans Affairs (VA).
  • Developed a team of professionals including Engineers, Project Managers, Consultants, Delivery Managers and Principals Designed and implemented process and procedure to align the Public Sector Professional Services Group with the Commercial Group Represented Professional Services in sales related activities Increased the average services revenue in Public Sector accounts by 200% Assisted in creation and institutionalizing an Enterprise Services Methodology within the organization Provided tier I and II support for all Partner related activities relating to pre-sales and Implementation services Provided tier II support for all Public Sector Accounts.
  • Grew Staff from a single individual contributor to a team of 12 in an 18 month period (all remote employees).
Director
January 1995 to October 2004THINQ Learning Solutions, Inc
  • THINQ Learning Solutions was a provider of Learning Management System used worldwide to help organizations track the skills and competencies of their largest assets, their people.
  • They have subsequently been purchased by Saba , Inc.
  • Provided leadership and organizational infrastructure to grow and develop global consulting organization.
  • Built the infrastructure to support over 200 customers Provided Tier II support for all customers Conducted and managed over 200 successful implementations of the THINQ Learning Management System (LMS) Managed a large group of consultants and Customer Service personnel spanning the United States, United Kingdom, and Australia Created a support system for team building and information sharing Created a training program to facilitate internal growth and support of Systems Integrators Represented Worldwide Services in sales related activities Over an 90% success rate for projects delivered on-time within budget Experience in Government, Insurance, Financial and Pharmaceutical markets Created a repeatable implementation methodology known as THINQ Method, utilized in all implementations and the cornerstone for the services sales process Generated 50% of company revenue through services in 2003 Created and executed migration/upgrade programs, expected to generate over 35% of 2004 revenues, with services revenue exceeding 50% of total company revenue Key customer accounts include: The Boeing Company, FDIC, Fannie Mae, State Farm Insurance, National Park Service, United States Postal Service, Citigroup, Graduate School USDA, American Express, and Pfizer Pharmaceuticals.
  • Grew the organization from a single contributor to a worldwide organization containing 25 employees (throughout the US, UK, Canada, and Australia) The LMS is an internet deployed system, with the core application running on Windows 2000 Advanced Server (.NET architecture) against either MS SQL or Oracle databases, and having Cold Fusion components.
Education
B.S : Business Administration Computer Information Systems, December 1994University of Baltimore － Baltimore, MDBusiness Administration Computer Information Systems
Skills
.NET, Air Force, approach, Agency, budget, CMS, Cold Fusion, Hardware, consulting, Customer Relationship Management, CRM, clients, Customer Service, Customer Support, databases, Delivery, documentation, Environmental Protection, Financial, Government, imaging, Information Technology, Insurance, knowledge management, team building, leadership, Marketing, migration, Enterprise, Oracle, organizational, Payment Processing, Personnel, Processors, Product Management, Express, Sales, MS SQL, supervisor, upgrade, view, Windows 2000 Advanced Server, workflow
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Resume Overview

Companies Worked For:

  • ImageScan Inc
  • RightNow Technologies Inc
  • THINQ Learning Solutions, Inc

School Attended

  • University of Baltimore

Job Titles Held:

  • Director

Degrees

  • B.S : Business Administration Computer Information Systems , December 1994

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