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Technical Delivery Management ￨ Implementation Architecture ￨ Solutions Design
Team Building / Training ￨ Project Management ￨ Customer Service ￨ Escalation Management
IT Management ￨ Best Practices ￨ Negotiations ￨ Client / Stakeholder Relations ￨ Help Desk Support
Highly Accomplished Leader who drives companywide growth, creates targeted initiatives, provides world-class products / services, and cultivates a strong company image with superior quality. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results to align with a company s vision, value, and goals. Out-of-the-Box Thinker who rises above technical / business challenges to achieve winning outcomes. Excellent Communicator who develops synergistic relationships with senior-level decision-makers, technical / business teams, stakeholders, and clients.
Core Competencies Include:
Cross-functionally collaborating with peers to deliver high-quality products / services.
Actively upholding cutting-edge technical skills and up-to-date industry trends awareness.
Successfully representing company in services offerings to new and / or existing customers.
Specializing in enterprise software solutions design, deployment, implementation, and governance.
Creating new service offerings and key changes to implementation methodology to enhance efficiencies.
Verint Systems, Inc. (2009 Present)
Manager Technical Delivery
Capitalize on the opportunity to lead remote North America-based Solution Delivery Architects and Systems Engineers for Verint Key Accounts and Canada with responsibility for $15+ million in annual revenue. Offer results-generating technical project leadership, readiness, implementation, and technical support throughout project lifecycles. Collaborate among large enterprise and multi-national customers from diverse verticals (i.e. healthcare, energy, telecom, finance and retail). Continually perform deep technical dives in unfamiliar areas. Eliminate escalations via proactive communications.
Consistently exceeded team and individual KPIs, including utilization and training.
Built and sustained highly successful partnerships with stakeholders as a trusted advisor.
Served as a key member of complex Fortune 100 deals ranging from $500,000 to $1.5 million.
Rapidly advanced from initial role performing on-site and / or remote software implementations.
Expertly designed multi-site complex solutions with a phased approach and adoption methodology.
Recognized as a SME in call recording, quality monitoring, encryption, and workforce management.
New Media Strategies (2005 2009)
Strategically directed a technology department committed to increasing productivity, decreasing costs, and generating high-volume revenue. Led internal IT help desk efforts ranging from supporting 80 users and 10 remote personnel to managing a top-notch Desktop Support Analyst. Led an IT infrastructure of VMware-based Windows 2003 servers and Linux servers to ensure functionality and availability while maintaining servers and applications (i.e. Exchange 2003, SQL Server 2005, Tomcat 5.5, Apache server). Managed networking infrastructure built in Cisco routers and HP switches. Directed the company s phone system. Administered companywide disaster recovery plans and business continuity documents.
Recognized as a top liaison between New Media Strategies and its parent company.
Decreased department budget 20% and boosted the bottom line via vendor negotiations.
Made dynamic changes to client blogs built in WordPress, as well as the company s website.
Served as Project Manager and Lead Developer of internal tool built on Java, Hibernate, and JSS.
Achieved zero downtime for staff by leading efficient integration of parent company s IT infrastructure.
L3 Communications (2002 2004)
Lead Desktop Support Consultant
Led proactive collaborations among a 5-member team in delivering excellence in help desk support to 150+ users, including areas of technical, application, and network support. Cost-effectively managed an inventory of 500+ equipment, including IBM laptops, Xxxxxxteway monitors / computers, HP LaserJet printers, and BlackBerry handhelds. Administered Compaq DL-380 Servers running Windows 2000 and configured backups to run on GFS schedule using BrightStor.
Seamlessly led migration from Novell / Windows NT to a native Windows 2000 environment.
Administered CA Unicenter Service Desk and handled PC hardware / software troubleshooting.
Bachelor of Arts in Computer Science George Washington University
Hiring Agent Name
I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.
To acquaint you with my background, I offer proven talents in Technical Delivery Management, IT Management, Implementation Architecture, Solutions Design, Help Desk Support, and Escalation Management. I am also well-versed in Team Building / Training, Project Management, Customer Service, Best Practices, Complex Negotiations, and Client / Stakeholder Relations, among other areas. Furthermore, I consistently achieve winning outcomes due to my superior skills in critical thinking, time management, communications, workflow prioritization, and attention to detail. To complement this experience, please note that I attained a Bachelor of Arts in Computer Science from George Washington University.
Currently, as the Manager of Technical Delivery for Verint Systems, Inc., I expertly lead remote North America-based Solution Delivery Architects and Systems Engineers for Verint Key Accounts and Canada with responsibility for $15+ million in annual revenue. Within this role, I offer results-generating technical project leadership, readiness, implementation, and technical support throughout project lifecycles. I also successfully collaborate among large enterprise and multi-national customers from diverse verticals (i.e. healthcare, energy, telecom, finance and retail) to attain results.
A sample of my accomplishments include:
Continually eliminating escalations via proactive communications.
Building successful partnerships with stakeholders as a trusted advisor.
Consistently exceeding team and individual KPIs, including utilization and training.
Serving as a key member of complex Fortune 100 deals ranging from $500,000 to $1.5 million.
Serving as an SME in call recording, quality monitoring, encryption, and workforce management.
Rapidly advancing from initial role performing on-site and / or remote software implementations.
Expertly designing multi-site complex solutions with a phased approach and adoption methodology.
As this is just an example of my abilities, please refer to my enclosed resume for additional leadership experience.
I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.
Yyyyyy x. yyyyyy
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