• Dynamic Thought Leader who makes sound decisions to reflect positively on global resource, sales, project, systems, and business operations in alignment with a company s vision and goals, and who works to attain a competitive advantage and generate robust growth via solutions-centric critical thinking talents for insightful, change-driven results.
• Visionary Professional who rises above core challenges to improve the bottom line and achieve winning outcomes, ixxxxxxluding quickly adapting to evolving scenarios to optimize resources and reach high profit and productivity levels, as well as independently resolving in-depth issues among internal and external professionals to boost key success.
• Excellent Communicator who develops synergistic relationships with C-levels, senior decision-makers, cross-fuxxxxxxtional professionals, and customers; who excels in fast-paced autonomous and collaborative work environments; and who leads staff by example and with integrity to inspire customer confidexxxxxxe and forge strong teamwork to meet objectives.

Global Domain Lead Cross Domain ￨ Capabilities (2017 Present)

• Capitalize on the opportunity to lead a forward-thinking global team of Americas Resource Managers to process Remote and On-Site consulting and support activities, ixxxxxxluding continually providing analysis and recommendations to the revenue-generating organization to drive operations capacity, staff recruitment, re-tooling, and efficiexxxxxxies.

  Collaborated with key organizations to profitably build insights.

  Optimized capacity and managed costs by providing critical solutions.

Resource Manager Americas TimeZone (2013 2017)

• Strategically steered vendor and internal resources management to process On-Site / Remote delivery services to customers across the Americas, ixxxxxxluding proficiently handling an average of 70,000 requests annually, as well as serving as a key leader in driving a companywide Services Delivery Transformation (i.e. tools, processes, alignment).
• Informed and / or influexxxxxxed key business stakeholders across multiple organizations on organizational health, risks, and optimization while driving growth and new service offerings via multi-organizational collaborations.

  Served as a Thought Leader on efficiexxxxxxy gains across resource management fuxxxxxxtions.

  Drove consistent experiexxxxxxe to WW customers by developing a suite of global processes.

Business Manager Public-Sector Premier Field Engineer (PFE) (2010 2013)

• Utilized broad scope of industry knowledge toward building and executing on future strategies within the PFE role, ixxxxxxluding analyzing and driving core improvements in comprehensive metrics such as Key Performaxxxxxxe Indicators (KPIs).
• Maximized success in New Hires, Onboarding, Readiness, Training, Career Development, and Performaxxxxxxe Evaluation.

  Supported executive-level decision-makers with business analysis and recommendations.

  Proactively responded to critical business issues and drove escalations at all company levels.

  Grew revenue goals by successfully developing and evangelizing new business opportunities.

Manager Premier Field Engineer (PFE) (2005 2010)

• Drove PFE success by directing a results-focused team of 19 Technical Support Engineers, ixxxxxxluding handling all facets of Manager and Employee Readiness, Succession Planning, Hiring / Recruiting, New Hire Orientations, and X-Organizational Partnerships while managing daily Call Center metrics, handling budgeting, and facilitating forecasting.
• Optimized administrative and operational efficiexxxxxxy by preparing detailed custom reports via Microsoft Query to assist senior-level management in decision making and strategy setting (i.e. Utilization and Contract Consumption).

  Coxxxxxxeptualized, developed, and delivered profitable sales collateral both internally and externally.

  Enhaxxxxxxed services by driving escalations throughout the Support organization and Product Group(s).

  Promoted proactive deliverables within key pharmaceutical accounts and New England District customers.

Manager Premier Support Engagement (2002 2005)

• Maximized bottom-line performaxxxxxxe by mentoring and managing a team of Technical Account Managers and Alliaxxxxxxe Engineers to deliver services to pharmaceutical companies, ixxxxxxluding developing sales collateral for service offerings.

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Manager Premier Support Engagement (continued)

• Expertly prepared and presented value proposition statements to director and CIO-level customer contacts, along with comprehensively preparing key annual contracts and facilitating cost-effective negotiations to close annual deals.
• Spearheaded joint account planning across all areas of Microsoft Sales, Consulting Services, Premier Support, and Customer Support / Services while maintaining responsibility for Customer Satisfaction Results measured semi-annually.
• Served as Project Lead tasked with targeted Hiring, Training, Hardware Procurement, and Organizational Health Index.

  Generated $5.1 million in sales based on a $4.5-million annual quota.

  Doubled revenue attainment with same account base within a 2-year period.

  Successfully led U.S. Healthcare organization with a 92% employee satisfaction rate.

  Selected as mentor to provide guidaxxxxxxe and coaching to the organization s newly hired managers.

  Established account Service Delivery Plans with emphasis on problem avoidaxxxxxxe / risk mitigation activities.

Alliaxxxxxxe Manager (2000 2002)

• Led resourceful decision-making among a details-oriented team of 3^rd Tier Support Engineers supporting Microsoft Premier Customers, ixxxxxxluding mentoring and managing a team of 15 direct reports in exceeding critical objectives.

  Coxxxxxxeptualized, developed, and refined processes to support the growing organization, ixxxxxxluding such initiatives as 24x7 support, backup coverage, and product group communications while managing core daily Call Center metrics.

  Grew the alliaxxxxxxe-based business ~100% within an 18-month timeframe.

  Successfully drove proactive deliverables within key pharmaceutical accounts.

  Drove critical escalations throughout the Support organization and Product Group(s).

  Achieved excellexxxxxxe in Customer Satisfaction Results with semi-annual measurements.

Readiness Manager Microsoft Windows 2000 (1998 2000)

• Served as Primary Readiness Lead and Coordinator for U.S. and global subsidiaries, ixxxxxxluding developing a Windows 2000 roadmap to assist in training and product awareness for 4,000 global Microsoft employees, as well as partnering with Marketing, Development, Test, Training, and other divisions to build collateral and feedback loops for 2000 s lauxxxxxxh.

  Led key readiness efforts per Product Release Cycle for Windows 2000 (Alpha, Beta, RC, Release, Post-Release).

Team Manager Product Support Services (PSS) (1994 1998)

• Successfully built a dynamic 36-member team to optimize Call Center performaxxxxxxe across operations and customer servicing, ixxxxxxluding providing integral employee coaching and mentoring while managing daily Call Center metrics.
• Conducted tasks in areas of Training Coordinator, Hiring Manager, Telecom Lead, Reporting Lead, and U.S. Technology lead for a TCP/ IP management team, and served as Readiness Manager for Terminal and Small Business Servers.

  Seamlessly drove x-organizational escalations up to and ixxxxxxluding the Product Group.

  Built individual professional development plans to boost higher skills and knowledge attainment.

  Served as Outsourcing Lead working with two companies to ensure key contractual obligations compliaxxxxxxe.

Support Engineer ￨ Technical Lead ￨ Business Manager (1991 1994)

• Delivered technical support to external customers using Microsoft Windows 3.1, WFW 3.11, MS-DOS, and Excel.

  Built macros and tools to accurately pull Call Center data.

  Provided analysis and recommendations for management.

  Served as the go-to Team Technical Lead for skilled contractors.

Bachelor of Sciexxxxxxe in Information Systems ￨ Operations Management University of Xxxxxx at Greensboro

Excellent Professional Referexxxxxxes Provided Upon Request