High-energy, confident professional with an infectious enthusiasm for technology and success. Dynamic, highly dedicated, and hardworking Technical Support Professional with multiple years experience as service delivery manager, tech lead, adoption champion, customer-partner experience and relationship manager. Highly recognized for peers and well-established abilities in customer services, identifying and reviewing, problem-solving, maintaining, customer & partner relationship, technology improvement. Proven and great interpersonal and communication skills with the ability to survive and grow in a fast-paced environment.
98-364: MTA: Database Fundamentals
98-379: MTA: Software Testing Fundamentals (VB)
Project Manager, 09/2014
to 11/2016 Company Name – City
Successfully deployed over 100 mid-size to Enterprise customers to Office 365 including 3 Fortune 500 companies with 100% customer satisfaction.
Expertly planned projects per customer need and executed cloud deployment by saving over 50 man-hours per customer and hence reduced the cost by 10% per engagement.
Delivered over 100 O365 projects through Fast Track process and prepared qualitative analysis (QA) report on key business metrics to the Executives and BDMs ensuring project timelines and milestones are met.
Migrated Exchange, Lotus Notes, Group-Wise, IMAP SharePoint and One Drive data to Office 365 with 97% success rate and fostered point of contact (POC) for escalations and customer support.
Provided cloud service adoption and usage by delivering Skype for Business, Exchange, SharePoint, One Drive for Business and Yammer through workshops, training and documentation resulting over 50% active usage within 90 days of deployment and helped achieve ROI 15% faster.
Fostered and maintained effective working relationships with Engineering, Marketing, Enterprise Support Services and Field Sales and Partner Teams to deliver key business metrics and KPIs.
Liaison between customers and product teams by channeling customer feedbacks in technology improvement.
Adoption Champion: Trained and mentored new project managers on deployment and adoption methodologies and customize change management documents per Prosci Model.
Customer Partner Experience Lead (CPE): Collaborated with the global team of CPE champs to create survey questionnaire and process to gather survey feedbacks from Customers following project delivery.
Product Marketing Group (PMG) Exception Verification Team: Collaborated with PMG to validate eligible O365 customers and communicated effectively to accelerate the verification process resulting double in customer volume.
Part of the Project Accelerate Team: Created new deployment models to shortened project delivery time which resulted in saving over 50 working hours per project.
Logistics Specialist, 04/2010
to 08/2014 Company Name
Carried out various functions, including receiving, storage, issuance, stock record, and system administration.
Provided professional supervision to the team, maintaining at least a 95% match rate on all turn-in and ordering of exchange pricing list.
Instructed and trained subordinates and superiors on various aspects of logistical support.
Brought major contributions in obtaining commendable ratings for the battalion's Supply Support Activity.
Played a pivotal role in consistently maintaining 100% inventory accuracy, remarkably surpassing the Department of Army standards of 1% upon achieving zero denials.
Managed the over-aged recoverable item listing (ORIL), and instructed the support operation officer on all matters involving supply commodities.
Discovered warehouse releases which had never been invoiced, saving one client $125K.
Credited for playing key role in generating over $2 million per year in revenues.
Associate of Science: Computer Science,
2013 Central Texas College - City,
Dean's List, [Fall, 2013]
Certified Programmer: Computer Science,
June 2014 Microsoft Software and System Academy -
Bachelor of Science: Liberal Arts,
2017 Excelsior College - City,
*Army Achievement Medals (5)
*Army Commendation Medal (1)
*Army Good Conduct Medal (1)
*Global War on Terrorism (1)
*Army Service Medal (1)
*Certificates of achievement (8)
*Certificates of Appreciation (3)
*Central Texas College Student of the Year 2014
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Central Texas College
Microsoft Software and System Academy
Job Titles Held:
Associate of Science : Computer Science , 2013 Certified Programmer : Computer Science , June 2014 Bachelor of Science : Liberal Arts , 2017
Create a job alert for [job role title] at [location].