Professional Services Technical Management Specialist Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Qualifications Summary
A self-motivated and highly versatile Technical/Project Management Professional with over 15 years of experience in complex and intense environments. Experienced in strategy, design, implementation and operations with a reputation for developing and delivering innovative, scalable business-oriented solutions on time and within budget. Superior capability to evaluate technical issues from a business standpoint and translate same into hardware/software requirements and detailed project plans. Thrives under pressure, efficiently manages multiple competing priorities and expertly resolves complex problems.
Areas of Expertise
  • Project Management & Control
  • Document Management
  • Financial/Marketing Strategies
  • Cost/Benefit Analysis
  • Team Leadership
  • Technical Analysis/Problem Solving
  • Training
  • Personnel Management & Development
  • Client Relationship Management
  • Scheduling/Resource Planning
  • Client Needs Assessment
Professional Experience & Accomplishments
Professional Services Technical Management Specialist, 05/2014 to Current
Technical Management Engineer for Professional Services Division. Responsible for overall support, design, and implementation of Document Management Systems.
Fortune 500 accounts include WakeFern, Johnson & Johnson, Verizon Wireless, Pepsi Corp, Pashman & Stein, Mercedes, Mitsui, Hearst Corp, and Windsor Investments.
  • iManage Certified Systems Engineer (ICSE) for iManage 8.5, 9.0, 9.1 and 9.2.
  • Proficient in Microsoft Operating Systems including, SQL Server, and Windows Server 2000-2012.
  • Conduct SOW, Implementation Plan, and overview of overall implementation of DMS.
  • Implemented on premise iManage clients to iManage Cloud Solution for current clients.
  • Investigated products such as NetDocuments Cloud Solution, Prosperoware, and Seeunity products in order to provide an engagement process for Sales/Support for our current and future clients service offerings.
  • Client engagement and data requirements understanding of MS Office Suites, Lotus Notes, Exchange and points of integration with iManage Products. 
  • Technical evaluation and training of Sales/Support staff on applications such as Seeunity, Prosperoware, and NetDocuments.
  • Provided Sales/Support on laying down the framework for delivery of design and implementation of NetDocuments Services.
  • Solid understanding of the application life-cycle process (SDLC) including requirement analysis and design. 
  • Instrumental in the implementation of Managed Services for Microstrategies, allowing new offerings to present and future clients to benefit in new line of business.
Associate Director, Professional Services for New Jersey and New York Region, 09/2012 to 05/2014

Reported to the Vice President, Professional Services, and interacted daily with the CEO and CFO, managed a team of 70 Engineers and 7 Site Managers with overall responsibility for 70% of the company's accounts.

Accounts include prestigious organizations such as Campbell's Soup, TRAC Intermodal, Matheson TriGas, Lutheran Medical Hospital, Pearson Education, Phibro, Benjamin Moore, Foster Wheeler, Sabert, MSC and more.

  • Sales support skills/proven sales abilities were key in securing the majority of these contracts and this expertise was regularly employed to provide support to the marketing team in crucial situations.
  • Oversaw projects/project managers, schedules, budgets, client relations, equipment/software specifications, installation and more; served as Lead Implementation Associate Director on high profile projects.
  • Conducted contract review/assessment of customer processes, developed implementation plan/SOW, established schedule, staffing, coverage, discipline and compensation levels, interviewed candidates needed to implement technical requirements and arrange for training of on-site and remote RSSC technicians to adhere to customer workflows.
  • Created Standards Operating Guide documentation defining processes/procedures conforming to client guidelines.
  • Developed relationships with service vendors such as moving companies, refurbishment/software specialists and more.
  • Performed on-site visits designed to enhance customer satisfaction and to provide the client with the latest recommendations on other managed services which the company provides.
Solutions Architect/Account Manager, 2009 to 09/2012
  • Planned and designed infrastructure/application solutions to meet business requirements pertaining to over 65 programs and projects in the clinical, regulatory, safety, and biologics/vaccines & informatics areas.
  • Integrated systems/technology into manufacturing processes utilizing applications provided by Siemens, Honeywell Systems, Johnson Control Systems, LABWARE LIMS, Velquest, SPC Infinity QS, MIDAS, SP2000 , MES, Documentum, BAS,BMS,PI, Minitab, GCM, LabWatch, NUCLEUS, PROCAL, SCADA and THINMANAGER.
  • Led a major datacenter consolidation initiative related to the move of manufacturing operations to North Carolina; engaged with site leads to develop strategy for migration of DCC servers and hardware, facilitated application and server assessments, and contributed to Apex and Remedy updates performed by Configuration Manager.
  • Managed Velquest project which consolidated the usage of the CDS systems (28 sites/4200 users) to one application SMARTLAB and to one datacenter (CTC) in support of Merck's datacenter consolidation plans.
  • Re-engineered the change management process which included process improvements and added functionality to support the International Change Process. This process was formerly implemented through manual or small site tracking systems; included support for GRA tracking charts and the generation of tracking records for up to 70 international sites.
  • Managed Empower project which consolidated usage of the CDS systems into one application, Waters Empower CDS - a chromatography data system, used by Merck to control and collect data from HPLC and GC laboratory instruments.
Project Manager * Project Engineer * Solution Integrator * Lead Technical Analyst, 1998 to 2009
  • Various leadership positions within a fast-paced infrastructure organization specializing in critical enterprise systems and strategy, developmental technologies and security.
  • Gathered application business requirements pertaining to over 32 programs and projects relative to the implementation of Microsoft products/Citrix/VMware/Database/TSM/Mainframe/UNIX/LINUX solutions for the business while aligning to pharmaceutical validation practices.
  • Provided support to the implemented designs, assisted in troubleshooting efforts and performed disaster recovery exercises for validated applications.
  • Resolved a workstation overheating issue which developed during implementation of a Liquids in Bottles project through implementation of THINMANAGER technology; solution also cut workstation operating costs by 32%.
Career Overview
Proven record as a top performer in all positions held; established a reputation for outstanding achievements and as a leader who has never failed to achieve or exceed established goals.
• Expertly builds/develops top-performing teams utilizing demonstrated capabilities. Leads by example, to train, motivate and instill teamwork concepts.
• Performs detailed analysis of client needs, develops creative solutions, prepares proposals and budgets, delivers clear and concise presentations to key decision makers, and proficiently negotiates contracts.
Education and Training
WorkSite Certified Engineer: , Expected in 2014
Bachelor of Science: Computer Science, Expected in
: , Expected in
- ,
  • (ITIL) Technical Project Management Training
  • AMA IT Project Management Training
  • Microsoft Solutions Framework - Project Management Training
  • Citrix MPS40 Suite
  • VMWARE Suite
  • cGMP Training for IT
  • cGMP in the Pharmaceutical Industry
  • cGMP Computerized Systems
  • 21CFR Part 211 Electronic Records & Signatures
  • Xenapp Training
  • ITIL Foundation
  • Citrix Metaframe XP Suite
  • Lean/Six Sigma (Yellow Belt)
  • Document Management
  • PMP Training
  • System Development Life Cycle (SDLC)
  • Distinguished Contributor Awards (Schering) - 2002 to 2005
  • Global Change Management Award (Merck) - 2010 to 2011
  • Numerous Awards for Team Leadership (Schering/Merck) - 2000 to 2012

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Resume Overview

School Attended
Job Titles Held:
  • Professional Services Technical Management Specialist
  • Associate Director, Professional Services for New Jersey and New York Region
  • Solutions Architect/Account Manager
  • Project Manager * Project Engineer * Solution Integrator * Lead Technical Analyst
  • WorkSite Certified Engineer
  • Bachelor of Science

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