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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com
Results-driven Professional eager to contribute top notch customer support and escalation management experience to a challenging leadership role.
Profile of Qualifications
- Over 10 years of experience with SaaS products, including development of support models to support systems / product, contracts, fix strategies, delivery, testing and quality assurance (QA).
- Recognized for the ability to direct daily operations of teams globally across North America, South America, Australia, England, Spain, China, Japan and India.
- Skilled in steering all phases of the product lifecycle to a successful completion utilizing various methodologies, including Agile.
- Regarded for the ability to streamline process improvement initiatives to significantly increase efficiency of existing processes.
- Dynamic interpersonal skills, instrumental to serving as a liaison between technical teams and customers.
Professional Synopsis
CA Technologies, Islandia, NY (Formerly Niku Corporation) 2003-Present
Engineering Program Director & Chief Customer Officer (2015-Present)
- Received multiple merit based promotions due to top notch program management abilities.
- Direct day to day operations of global cross-functional teams while overseeing 25 simultaneous projects.
- Spearhead process improvement initiatives, resulting in substantial boosts in efficiency.
- Utilize the Agile methodology to define project scope and ensure adherence to technical project schedules.
Key Achievements:
- Successfully reduced escalations to executive level employees by 90% within a 6-month period.
- Managed the development of all patches and fixes for strategic Fortune 100 customers.
Engineering Program Manager (2012-2015)
- Fulfilled critical leadership position, overseeing up to 55 team members globally.
- Utilized the CA Project Portfolio Management tool (formerly Clarity) to manage all project phases, including planning, resource management and design specs.
- Served as primary point of contact between support and development teams, key to rapidly resolving critical issues.
- Successfully gathered / translated requirements, relayed pertinent information to appropriate parties and performed competitive analysis.
- Represented Engineering and Technical Support from initiation through release and manufacture phases as part of the Program Management Office for Product Development.
Support Delivery Manager (2011-2012)
- Served as a liaison between internal business units and third party vendors.
- Utilized various call tracking and management tools to successfully direct application support operations.
Key Achievements:
- Streamlined on-boarding and training initiatives to reduce time to productivity from six months to six weeks.
Business Insight Analyst (2008-2011)
- Strategically gathered requirements and developed a support model to fulfill specific SaaS solutions.
Support Engineer - Team Lead (2003-2008)
- Contributed extensively to transition for technical support and development teams throughout company acquisition.
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com
Triplex Direct Marketing Corporation, Novato, CA 1998-2003
Marketing Coordinator
- Designed and deployed highly effective mail marketing campaigns to significantly increase company exposure.
- Led 15-20 projects simultaneously.
Education & Professional Development
PMP Certification, Skill Success
Leadership Development, CA Technologies, Learning Management, Islandia NY
Marketing Coursework Completed, Santa Rosa Junior College, Petaluma, CA
Technical Proficiencies
CA Clarity PPM Vantive |
STAR Trak MS Visio |
JIRA & SAP Agile Central (Rally)
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