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Independent Consultant Resume Example

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INDEPENDENT CONSULTANT
Executive Profile

Over 10 years as an accomplished management professional with a successful track record as an individual contributor to executive leader in areas of IT/Hosted Operations, Business Systems, Professional Services, and Customer Services.  Faces challenges as an opportunity for progressive and scalable improvements throughout the organization.  Pragmatic individual with a focus on listening and fully understanding problem statements, then executing on solution plans with organizational buy in.  Data driven leader with a strong focus on P & L management, as well as successful cross company implementations.  A servant leader with a passion to grow teams and individuals to their utmost capabilities through guidance and the fullest support possible. 

Core Accomplishments
  • Nearly 10 years of managing services organizations at the leading SaaS provider for government. 
  • Leading the largest organization in the company accounting for nearly 50 employees.
  • Built a 24/7 customer service and technical support organization from the ground up.  Sustained an average of 97% ticket satisfaction and 98% customer retention.
  • Redeveloped the Professional Services organization to improve from 17% revenue growth to 25% year over year.  Improved project satisfaction from 70% to 90%.
  • Migrated hosted operations from colo datacenter model to managed hosting model.  Quadrupled workforce while sustaining headcount cost to improve uptime to 99.99%.
  • Led efforts in integrating key business systems including SalesForce, NetSuite, Jira, MindTouch knowledge base, as well as 8x8 IVR/VCC system to improve cross departmental organization.
  • Defined processes for Sales Operations to focus efforts on closing and preparing implementations earlier in the sales cycle.  Improved professional service time to deliver by 25%.
Skill Highlights
  • Process development & management
  • 24/7 technical support and customer service
  • NPS service measurement and bench marking
  • SaaS infrastructure design & implementation
  • Revenue, hosted infrastructure, and P&L budget forecasting and planning
  • Business systems development and integrations
  • Sales operations development 
Software and Technical Experience

SalesForce CRM | Visual Force | NetSuite | Atlassian Product Suites | MindTouch Knowledgebase System |8x8 VoIP System/Virtual Conferencing System | Amazon's AWS Cloud Infrastructure | New Relic Performance monitoring | Status IO Uptime Reporting

Professional Experience
Independent Consultant06/2015 to CurrentGLG ConsultingSan Francisco, CA
GLG Consulting is the world's largest membership network for one-on-one professional learning, comprising more than 425,000 thought leaders and practitioners, including business leaders, scientists, academics, former public sector leaders and the foremost subject matter specialists.
  • Providing consulting expertise centered around past management, technology, and industry experience.
  • Assisting customers such as venture capitalist, and private equities to evaluate markets such as the government space for future investments.
  • Educating start ups in technology in areas of services and customer advocacy.
  • Helping company's build proper processes and systems to ensure proper growth and customer retention.
  • Mentor new leadership in the technology space and provide knowledge needed to build businesses to the highest caliber. 
VP, Operations11/2011 to 06/2015Granicus Inc. (Acquired by K1 Capital Investment)San Francisco, CA
Granicus, Inc. is the leading software as a service provider managing the largest legislative content network for government agencies ranging from local municipalities to federal government agencies.

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  • Leading entire services organization covering all customer focused departments including corporate and hosted IT.
  • Annual P&L forecast and budget creation for professional services, customer services, and IT.  
  • KPI creations for all departments focusing on business and strategic goals.
  • Business systems planning and development for entire organization including marketing, sales and product development.
  • Providing regular board meeting presentations detailing health of services organization and revenue growth.
  • Onsite customer engagements to assess "customer breadth" and act as an executive sponsor for enterprise implementations.
  • Mentorship for all management and leadership within the services organization.
Director of Customer Services12/2010 to 10/2011Granicus, Inc.San Francisco, CA

  • Leading strategic planning, development, staffing, management, and retention performance for the customer service organization.
  • Training, directing and motivating a team of 2 managers and 15 technical support engineers overseeing and supporting 1000 government clients with over 2500 contacts in a 24/7 support model.
  • Implemented a tiered support structure geared at organizing and implementing premium support at the higher tier, while providing an escalation path for the lower tier.
  • Automated CRM, bug tracking system, ticketing system and knowledge base system to allow customers direct access to portal information for ticket visibility and efficiency.
  • Led the migration effort for Hosted Operations to a managed infrastructure as well as built a regionalized disaster recovery datacenter.
  • Implemented call center system with an integrated IVR, and VCC allowing for intelligent call based phone routing.
  • Created customer data focusing on metrics such average handle time, speed of answer, and first call resolution.
  • Integrated knowledge base system with Salesforce CRM to improve customer self service usage.
  • Increased knowledge base viewership by 45% the first year of implementation.
  • Developed "Eyes on our clients" (case monitoring) system for faster reaction time reducing escalations by 30%.
Customer Service Manager07/2008 to 12/2010Granicus, Inc.San Francisco, CA

  • Managing the day to day operations of our customer service and technical support organization.
  • Grew the customer service team from a team of 2 to 15 engineers while implementing a follow the sun support model.
  • Implemented processes for on call support to ensure 24/7 support sustainability.
  • Led technical efforts and training for large implementation projects such of the US House of Representatives and the US Senate.
  • Defined standard dashboards and metrics for customer response and satisfaction.
  • Rolled out NPS for customer surveys in order to standardize further benchmarks for our organization.
  • Improved customer satisfaction from 90 to 97%.
Technical Support Team Lead04/2007 to 07/2008Granicus, Inc.San Francisco, CA
 
  • Leading technical team with a focus on ticket management and distributing team workload.
  • Point of escalation for all critical and most technical issues reported by customers.
  • Conduct regular trainings centered around product offering and technologies needed to deliver company solutions.
  • Act as a liaison to Professional Services team and provide consulting for larger enterprises and more technical customer projects.
  • Evaluate team ticket performance and assess strategy improvements with management.
Technical Support Engineer04/2006 to 04/2007Granicus, IncSan Francisco, CA
  • Provide both customer, and technical services to government client base throughout the US, and Canada.
  • Resolve technical issues and provide necessary usability training to clientele.
  • Led team each month throughout tenure with most tickets resolved.
  • Led team each month with highest ticket satisfaction.
  • Promoted to leadership role in less than a year of position.
Development QA Engineer01/2005 to 03/2006Electronic ArtsRedwood City, CA

  • Individual contributor focusing on white box development testing.
  • Gaming development focusing on user interface and layout programming.
  • Promoted within one month from black box QA to white box development testing.
  • Reviewed .NET code with dedicated engineer to resolve bugs within PC, and console games.
  • Received recognition award for fasted code fix turnaround among shortest tenured employees.
  • Worked on notable games such as The Godfather, Battlefield 2, and James Bond.
Education
Bachelor of Science: Computer Engineering2004DeVry UniversityFremont, CA
Certifications
AMA Certification, Executive Leadership Program, 2011
Volunteer Work
Food Shelter Assistance, St. Anthony Foundation
San Francisco, February 2016-Present
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Resume Overview

Companies Worked For:

  • GLG Consulting
  • Granicus Inc. (Acquired by K1 Capital Investment)
  • Granicus, Inc.
  • Granicus, Inc
  • Electronic Arts

School Attended

  • DeVry University

Job Titles Held:

  • Independent Consultant
  • VP, Operations
  • Director of Customer Services
  • Customer Service Manager
  • Technical Support Team Lead
  • Technical Support Engineer
  • Development QA Engineer

Degrees

  • Bachelor of Science : Computer Engineering 2004

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