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Professional Services Manager Resume Example

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PROFESSIONAL SERVICES MANAGER
Experience
Professional Services Manager01/2012 to CurrentFircosoftNew York, NY
  • Manage a team of 7 including Senior Project Managers, Technical Project Managers and Application Support Analysts.
  • Schedule Facilitate and initiate the transition process from the Sales team to the Services team.
  • Manage delivery teams in the execution and delivery of Fircosoft solutions that meet project scope, schedule, quality and budget requirements.
  • Ensure delivery process complies with best practices and standards established through the Fircosoft Solutions Deployment Methodology.
  • Manage project budget and resources and report project costs, forecasts, and financial results regularly to Management.
  • Proactively manage project risk, taking full responsibility for problem resolution and ensuring, when necessary that escalation occurs in order to keep projects on target and in compliance with process.
  • Manage project communication, facilitating regular project status meetings with the internal project team and with the client and creating minutes, action items and other project records.
  • Ensure that responsibilities for the completion of action items are clearly identified, prioritized and accomplished in a timely manner.
  • Institute reviews prior to sending project deliverables to the client.
  • Ensure that all project deliverables and documentation are archived appropriately and in a timely fashion.
Senior Project Manager01/2010 to 01/2012FircosoftNew York, NY
  • Manage the implementation and delivery of high quality solutions across all Fircosoft OFAC Agent Suite products.
  • Act as sole point of contact for client's Project Managers, Operators, IT, end users.
Technical Project Manager01/2008 to 01/2010FircosoftNew York, NY
  • Responsible for beginning to end software integration of Fircosoft OFAC Agent Suite products.
  • Advice clients and sales team on requirement and configurations, training of end users.
  • Knowledge of UNIX, ZOS and Windows.
  • IBM MQ, Configuration of Web servers: Websphere and Apache Tomcat, Database: Oracle and SQLSEREVER, experienced with 3 tier application setups, Swift and other banking formats.
  • Clients include IFC/Worldbank, ABN-Amro, HSBC, BBH, BOFA, BNYM and many more.
Application Support Analyst01/2005 to 01/2008FircosoftNew York, NY
  • Perform in-depth technical research of software products relating to technical support issues including reproduction of problem and escalation of unresolved cases.
  • Maintain high levels of customer satisfaction.
  • Contribute written articles to the support knowledgebase for customer use.
  • Perform quality assurance testing for new releases and upgrades.
  • Contribute ideas for improvements to the support process & infrastructure and strive to continually improve the process.
  • Demonstrated attention to detail.
  • Excellent follow-up skills and tenacity to see complicated problems through a solution.
  • Demonstrated ability to problem-solve technical issues.
Database Specialist01/2004 to 01/2005ACNielsenParamus, NJ
  • Performed ongoing Database maintenance and support.
  • Performed new Database/Category set-up and refreshes.
  • Met with Clients to discuss/recommend database design.
  • Defined and maintained client database requirements.
  • Provided support in the coordination and management of various projects, working with various offices and groups throughout ACNielsen.
  • Served as an internal contact to clients regarding all Database management activities..
  • Negotiated commitments, priorities, and resolution to database issues with Operations and Client Service.
  • Ensured accurate database management decisions.
EDI Analyst01/2002 to 01/2004Plaza AssociatesNew York, NY
  • Top-ten national debt collection agency.
  • Key team member, responsible for all electronic data transactions with every major client and information service, including top national banks, department stores, credit reportingagencies and information services.
  • Responsibilities include: managing resources for hardware platform consisting of central AS400 and terminals, printers; researching, testing and implementing data transfer systems and new platforms for data transfer with clients; presenting information in user-friendly format to provide management critical info.
  • Serves as liaison between technical staff and executives as well as between technical staff and clients.
  • Train operating personnel.
Application Support Analyst01/1998 to 01/2002Information Resources, IncFairfield, NJ
  • Project management of software implementation for over 15 clients.
  • Solely responsible for installation and support of Oracle Analyzer and Oracle Express Databases.
  • Provided day-to-day client support.
  • Developed user requirement documents for existing and prospective clients.
  • Assisted clients with Analyzer software implementation.
  • Monthly Electronic Delivery, which consisted of maintaining, and releasing updated databases to our clients.
  • This was done using Oracle Express Server.
  • Clients were supported over multiple platforms including Windows 98, Windows NT, UNIX, and IBM mainframe, FTP.
  • Work also involved customizing and troubleshooting Software from the front end and the back end (UNIX/IBM mainframe TN3270).
  • Others duties included coding to automate monthly task, updating and refreshing databases, onsite support for clients (Becton Dickinson, Bayer, Paine Webber, Prudential, Goldman Sachs, DLJ, Morgan Stanley, Salomon Smith Barney, etc.).
  • Jenny Villa.
Education
Master of Science: Computer ScienceFairleigh Dickinson UniversityNJComputer Science
Relevant Courses: C++, Visual Basic, JAVA, UNIX, HTML, Software Engineering, Database Systems, Networking.
Bachelor of Business AdministrationMIS Bernard M. Baruch CollegeNY
Skills
Apache, AS400, agency, attention to detail, automate, banking, budget, C++, hardware, credit, Client, Clients, customer satisfaction, client support, data transfer, Database management, Databases, Database, database design, Delivery, documentation, fashion, financial, FTP, HTML, IBM, IBM mainframe, Websphere, JAVA, managing, meetings, Windows, Windows 98, Windows NT, Networking, Oracle, personnel, presenting, printers, problem resolution, coding, Project management, quality, quality assurance, Express, reporting, requirement, researching, research, Sales, Software Engineering, Swift, technical support, Tomcat, troubleshooting, UNIX, upgrades, Visual Basic, Web servers, written, articles
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Resume Overview

Companies Worked For:

  • Fircosoft
  • ACNielsen
  • Plaza Associates
  • Information Resources, Inc

School Attended

  • Fairleigh Dickinson University
  • MIS Bernard M. Baruch College

Job Titles Held:

  • Professional Services Manager
  • Senior Project Manager
  • Technical Project Manager
  • Application Support Analyst
  • Database Specialist
  • EDI Analyst

Degrees

  • Master of Science : Computer Science
    Relevant Courses: C++, Visual Basic, JAVA, UNIX, HTML, Software Engineering, Database Systems, Networking.
    Bachelor of Business Administration

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