Stibo Systems, IncMarch 2015 to February 2017Senior Manager Kennesaw, GA
Served as the customer champion/advocate and liaison to all internal Stibo departments.
Portfolio consisted of 20-25 enterprise and mid-level Stibo customers.
Ensured the effective adoption and value realization of Stibo products and services.
Set and managed customer expectations to ensure alignment with Stibo contractual obligations.
Championed proactive mindsets, both customer and internal, to ensure proper system functionality, mitigate risks, and minimize support issues.
Acted as primary path for customer issue escalations, and determined immediate and long-term courses of action.
Developed and maintained relationships with customers, both decision-makers and end-users.
Developed and operationalized account strategies including identifying customers' unmet needs and translate internally for successful follow up.
Engaged cross-functional teams to accomplish objectives during the customer lifecycle and manage the overall customer satisfaction.
Maintained thorough understanding of the customers' business to establish and maintain strong relationships with decision makers, key internal stakeholders and their associated work teams.
Investigated, tracked and resolve customer concerns; identified trends, and implemented solutions.
Collaborated with Sales teams to drive maintenance renewal process and identify new incremental sales opportunities.
Acted as a technical and business process expert for customer project management and operational teams.
Stibo Systems, IncApril 2010 to February 2015Program Manager Kennesaw, GA
Program manager for presales and Professional Services delivery engagements.
Specialized in assuming control of "at risk" accounts to achieve positive results for the project and drive customer satisfaction.
Business development responsibilities for new and incremental sales opportunities.
P&L responsibilities upwards of $1million per account per year.
Worked with new and existing clients to identify opportunities to improve functional and business processes leveraging Stibo product, service, and support offerings.
Product management; catalogue, analyze, and prioritize customer enhancement request for both major and incremental Stibo software releases.
Implemented delivery methodology across Stibo professional services organization to establish standardized, repeatable business processes.
Established Delivery Enablement concepts to enforce stringent review of Services contracts and associated effort estimates to facilitate internal agreement of work efforts and scope prior to engaging with customers.
Over $5 million of proposed contract work was scrutinized by this new process in the first 6-months.
Manhattan Associates, Inc Technology Solutions Group, Global R&DFebruary 2008 to April 2010Senior Manager Atlanta, GA
Managed distributed research and development team responsible for design and performance enhancements of Manhattan's warehouse management, labor management, and inventory management systems.
Designed deployment solutions for Manhattan's suite of supply chain solutions to meet customer operational requirements and financial constraints.
Scope of designs included hardware sizing, virtualization, high-availability/failover, disaster recovery, and capacity planning.
Team supported over 100 site implementations in two years for large enterprise customers.
Drove product enhancements and adoption of new technologies, such as hardware virtualization, across numerous Manhattan products.
Completed performance benchmarks of Manhattan's Warehouse Management and Labor Management applications, which resulted in numerous performance tuning and design improvements for both products.
Benchmarks were conducted at IBM and HP technology labs.
Implemented processes and procedures for group operations; leveraging both ITIL-based methodologies and past professional experience.
Created and controlled annual budgets of over $2 million for multiple R&D groups.
Swingvote, IncOctober 2006 to February 2008Manager - Information Atlanta, GA
Created and managed information technology operations including outsourced data centers, hosted applications, telecommunications, network systems, and helpdesk support services.
Established formal change management procedures for infrastructure maintenance, application rollouts, upgrades, and patch deliveries.
Defined and ensured enforcement of data security and asset usage policies, which allowed Swingvote to achieve a critical SAS70 compliance milestone.
Implemented numerous infrastructure improvement initiatives, including the adoption of SharePoint 2007, Cisco voice-over-IP phone system, VMWare server virtualization, and a product support call center.
Created a company-wide Security Committee overseeing the company security architecture and policies.
Manhattan Associates, Inc Global R&DSeptember 2000 to October 2006Senior Systems Engineer Atlanta, GA
Responsible for the operations of two mission-critical 24/7 data centers supporting Manhattan's global development and customer support infrastructure.
Managed two separate datacenter expansion projects including movement of all hardware within the datacenter, including servers, network hardware, and cabling.
Functioned in a technical support role to Sales and Project Implementation teams through the duration of customer pre- and post-sales engagements and product implementations.
Led server virtualization program utilizing VMWare technology.
This initiative reduced annual hardware expenditures by over $350,000.00.
Implemented a Microsoft Active Directory environment within the R&D IT infrastructure, which was ultimately adopted by Manhattan's corporate IT group for the entire organization.
Primis Appraisal, Inc Real Estate AppraisalMarch 1998 to August 2000Implementation Manager Alpharetta, GA
Managed group of 5 technicians responsible for the implementation, support, and maintenance of Primis' IT infrastructure.
Conducted onsite visits to regional offices to resolve technical issues that could not be addressed remotely to proactively ensure timely issue resolution.
Integrated newly acquired sites into Primis' technology infrastructure, including initial site surveys to determine the scope of investment for new hardware, software, network cabling, and any additional equipment.
Authored detailed engineering reports to document all aspects of new site implementations.
Westcorp Software IncSeptember 1997 to March 1998Systems and Network Administrator Norcross, GA
Administered Windows and Novell infrastructure that spanned three separate locations.
Managed multiple expansion projects of the server and network infrastructure.
Installed, configured, and managed all hardware and software used by the organization.
Planned IT infrastructure expansion, including generating proposals for executive management justifying new hardware and software requests.
Maintained hardware and software inventory, and tracked all product licenses to ensure company was in compliance with established agreements.
Assisted field engineers to expedite resolution of technical issues.
ChoicePoint, IncDecember 1996 to September 1997Technical Support Analyst Alpharetta, GA
Provided 2nd level customer support for ChoicePoint's insurance and financial reporting applications.
Troubleshoot system connectivity issues between customer sites and central reporting database.
Located and expedited outstanding orders.
This was of primary importance as the information being processed was extremely time sensitive.
Conducted over-the-phone training for customers to help familiarize them with newly purchased or upgraded versions of the reporting applications.
SCI Systems, IncMarch 1995 to October 1996Assistant Line Supervisor Huntsville, AL
Supervised assembly line that mass produced home and small business computers for Hewlett-Packard.
Daily output averaged between 1000 and 1500 units.
Planned daily production runs based on various criteria, including order priorities, existing parts inventory, and available staffing.
Tracked priority orders through the production process to guarantee shipping deadlines were met.
Analyzed assembly processes and modified tasks of each team member to streamline production and increase efficiency.
Prepared staff, process documentation, and the manufacturing area for bi-annual ISO9000 audits.
Kennesaw State UniversityDecember 2007Master of Science: Information SystemsKennesaw, GAInformation Systems
Enterprise Architecture and Project Management
Auburn UniversityDecember 1994Bachelor of Arts (BA): German and International BusinessAuburn, ALGerman and International Business
Customer Experience Certification (CCXP) - in progress
*Project Management Institute
*Technology Association of Georgia
*Association for Computing Machinery
*Delta Epsilon Iota Academic Honor Society
*Golden Key International Honors Society
*Fluent in written and spoken German
*Private Pilot's License
Account Management, Active Directory, streamline, IBM AIX, Antivirus, tape backup, budgets, Business development, bi, business process, business processes, cabling, call center, capacity planning, Change Management, Cisco, Cisco Routers, Compaq, Hardware, network systems, Consulting, Content Management, Contracts, resolve customer concerns, clients, customer satisfaction, customer support, Database, Delivery, Dell, Desktops, DHCP, disaster recovery, documentation, DNS, network cabling, executive management, financial, financial reporting, Firewalls, FTP, functional, Ghost, HP, Hewlett-Packard, HP-UX, IBM, imaging, information technology, insurance, inventory management, inventory, ISO9000, ITIL, LAN, Linux, Microsoft Access, Microsoft Office Suite, MOM, SharePoint, Windows 9, Windows, 2000, Windows NT4, Enterprise, Network-Attached Storage, network hardware, Network, Networking, Novell, Operating Systems, Optimization, Oracle, phone system, policies, printers, processes, Product Management, Program Management, Project Management, proposals, RedHat, reporting, Requirements Gathering, research, Risk Management, Sales, Storage Area Network, SAS, Servers, shipping, SMTP, SNMP, SUN Solaris, Microsoft SQL Server, staffing, Strategic, SUN, supply chain, surveys, Symantec, TCP/IP, technical support, telecommunications, phone, Trend, Troubleshoot, upgrades, Veritas NetBackup, VPN, Vista, voice-over-IP, VSE, WAN