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0-5 years of experience
Established a Customer Satisfaction program to ensure all customers received outstanding service.
- Implemented scheduling and delivery of customer services in both the SMB (Small to Medium) and Enterprise Business.
- Interviewed and hired professional service engineers using the Top Grading Method of Hiring.
- Ensured engineers were trained properly and appropriately equipped to perform assigned duties.
- Terminated professional service engineers as needed.
- Performed quarterly and annual appraisals on all engineers.
- Established an inventory control system to monitor and maintain all equipment received, delivered and installed to eliminate loss, waste and abuse.
- Raised the utilization of the engineering staff (In 2003 the utilization average of eight (8) engineers was 62% per quarter, starting first quarter of 2004 the average of 32 engineers was 87% per quarter that was maintained for ten consecutive quarters).
0-5 years of experience
Customized software for key clients. Captured customer requirements, modeled solutions, and managed project milestones. Architected a TV quality video streaming system and produced webcasts.
- Architected a highly efficient voting system for a 5,000 member association.
- Created the Live Stream video streaming service, generating $1M in sales in the first year and $4M in the second year.
- Won the 2008 MVP Consulting Award for video production delivery and innovation.
6-10 years of experience
Directed the activities of 14 support analysts covering 3 departments and 2 professional services departments
- Implemented, trained and managed Dashboard Metrics
- Promoted from support supervisor to support manager in less than 3 months
- Promoted from support analyst to support supervisor for outstanding performance
0-5 years of experience
- Lead the design, development, vendor selection, production and distribution of the Professional Services(tm) outbound marketing communications projects.
- Created and managed the Communication Test Group(tm)s first web-based education program.
- Provided program management for the deployment of nine web-based training (WBT) products including all program financial objectives and post production reconciliation.
- Developed requests for proposal and negotiated the terms of contracts with vendors saving over $50,000 in annual production and maintenance costs.
- Supervised the day-to-day interactions regarding support, deployment of all WBT courses and future releases through an Application Service provider allowing for global releases product training synchronized with product introductions.
- Presented biannual training presentations to the global sales force.
0-5 years of experience
- Lead the design, development, vendor selection, production and distribution of the Professional Services’ outbound marketing communications projects.
- Created and managed the Communication Test Group’s first web-based education program.
- Provided program management for the deployment of nine web -based training (WBT) products including all program financial objectives and post production reconciliation.
- Developed requests for proposal and negotiated the terms of contracts with vendors saving over $50,000 in annual production and maintenance costs.
- Supervised the day-to-day interactions regarding support, deployment of all WBT courses and future releases through an Application Service provider allowing for global releases product training synchronized with product introductions.
- Presented biannual training presentations to the global sales force.
0-5 years of experience
Established a software release life cycle, project release schedule and tech support principles while overseeing the progress by working with in house and outsourced development/ projects leads, as well as partner companies’ project managers.
- Established a software release life cycle/ project release schedule and oversaw the progress by working with in house and outsourced development managers/ testing groups.
- Created a cross mobile platform testing strategy as well as project documentation and oversaw the implementation for testing of Palm, Blackberry, WinMobile, Smartphone and Java based phone products.
- Performed site usability studies and forecasting
- Led, guided, trained and managed a team of in house and outsourced QA and customer support engineers.
0-5 years of experience
- Managed and supported several key strategic and national accounts. Developed implementation plan for a national franchising homebuilder that brought in over 20 new accounts.
- Developed new strategies and documentation for professional services team leading to shorter and more efficient implementation cycle ─ generating addition revenue of over $100k.
- Coordinated software usability study team, resulting in 12 navigation and functionality enhancements to the application.
0-5 years of experience
Interacted with C-level executives across multiple industries to determine organizational needs and responded to RFQs;
- Drafted and delivered sales proposals to prospective decision makers;
- Combined technology with business process’ to formulate solutions which achieved business objectives;
- Performed Automated Identification and Data Collection (AIDC) Systems implementation and training;
- Directed solutions design, delivery, installations and training of mobile & wireless network;
- Delivered solutions presentations for sales teams, product seminars and industry trade shows.
0-5 years of experience
Oversaw and ensured performance of 34 direct reports including couriers, dispatchers and supplies department
staff. Combined responsibilities included staff hiring, scheduling and performance evaluations; coordination of specimen pickup from local airports; daily tracking and reporting; investigation and accountability for
missing/mishandled specimens; route planning and implementation; medical testing supplies and office supplies
purchases; approval of equipment purchases.
- Within 1 year in position, successfully turned around department negatively affected by mismanagement for 8
- Consistently met corporate operating metrics and budget goals (saving thousands of dollars per quarter) through reduction and elimination of overtime and contract courier costs as well as analyzing supplies and equipment costs; enabled through strategic balance between creative scheduling and price negotiations with
- Spearheaded implementation of new tracking system utilizing GSP technology to track driver location and specimen counts; ultimately increased speed and efficiency of specimen pickups, testing and reporting as well as lowered overtime costs and reduced lost specimens.
- Utilized communication skills to assist with sales and account management functions (reducing burden on sales representatives); circulated client base to address complaints and concerns as well as accompanied sales
- Modified operations through implementation of vacation policy (restricting scheduled absences to no more
0-5 years of experience
Managed technical services team of 14 employees
- Responsible for employee job assignments and evaluation of productivity
- Monitored budget and revenue forecasts
- Supported sales staff during initial presentations for technical support
- Provided technical input for sales proposals, including required tasks, estimates of time for completion and costs (software and hardware)
- Developed and conducted technology training programs for team members.
- Responsible for project management of all network installations
0-5 years of experience
Managed the newly created Professional Services team, including establishing processes to form a cohesive team. Oversaw staffing and training programs, including peer review and mentoring.
- Managed the professional services portfolio and associated service resources for the Central Region.
- Designed, developed, and launched new support and professional services offerings
- Developed and managed a three year strategic business development plan and roadmap in order to maintain aggressive growth
- Created and delivered presentations to sales, strategic customers, partners, and senior executives
0-5 years of experience
Directed a diverse team of professionals to deliver a full suite of services, including acceleration of client web sites from development to hosting, and optimizing performance in the live environment
- Worked with company technology and other partners to migrate, stage, test, tune, deploy, monitor and scale the clients’ critical eBusiness systems
- Increased overall client satisfaction by developing and implementing effective sales and marketing strategies for regional and national installed base accounts
- Developed and implemented account and client support plans to achieve all revenue goals and objectives
0-5 years of experience
Created and managed department of professional services at [company name] to enhance sales and improve customer retention in the K12 education market.
- Created complete courses on key products.
- Designed and built mobile classroom environment for course presentation.
- Delivered courses before live audiences.
0-5 years of experience
Managed the full lifecycle of software consulting services including business development, requirements, delivery and customer relations. Responsibilities included:
- Successfully led teams through requirements gathering, project implementations for large retail, healthcare, consumer goods and financial services customers.
- Effectively staffed and supervised40+ employees across 15 engagements providing an annual revenue of $5+ million.
- Excelled at maintaining relationships with executive level stakeholders while resolving issues including product defects, product optimization and implementation impediments.
- Advantageously negotiated 100+ contracts with customers and vendors including rates, terms and conditions.
0-5 years of experience
- Managed the newly created Professional Services team, including establishing processes to form a cohesive team. Oversaw staffing and training programs, including peer review and mentoring.
- Managed the professional services portfolio and associated service resources for the Central Region.
- Designed, developed, and launched new support and professional services offerings
- Developed and managed a three year strategic business development plan and roadmap in order to maintain aggressive growth
- Created and delivered presentations to sales, strategic customers, partners, and senior executives
0-5 years of experience
Promoted to position managing delivery of Project Management and Training with staff of 22 Project Coordinators, Project Managers and Trainers.
- Developed and managed implementation process for northeast region in national beta rollout of new flagship product and served as chief liaison between engineering, implementation, sales and senior management.
- Achieved increased trainer productivity that surpassed required billable hours per trainer per week. Produced weekly status report to senior management and created efficient process of tracking productivity for trainers nationwide.
- Appointed Project Manager, key point of contact for senior management of acquiring organization, during transition from independent software organization to division of WebMD.
- Managed staff of 5 trainers. Successfully integrated trainer’s support skills into effective implementation specialists resulting in increased client confidence. Led customer Train-the-Trainer sessions and coached trainers for effective presentation skills
- Developed standardized data gathering and reporting metrics at national level for Professional Services training and Project Management teams.
- Achieved an increase of operational efficiencies by 25% through the improvement of process documentation and improvement.
6-10 years of experience
Software company focusing on social media and web site archiving for litigation and compliance.
- Managing liaison with C-Level executives, account managers, engineering, and sales teams for feature development, QA testing and project implementation.
- Supported sales professionals throughout the lifecycle of a sale including product demonstrations, sales calls, requirements gathering and closing. Grew sales 100% in 2011 and 200% in 2013.
- Directed professional services and projects from inception to final testing between the client, sales and engineering teams to ensure customer success.
- Delivered product specifications for new product feature development.
- Closely participated in completion of RFP/RFQ’s for fortune 500 companies and government entities.
- Worked closely with account managers to mitigate support issues and provide an exceptional client experience.
- Collaborated with engineering teams’ SDLC to ensure timely releases of products and bug fixes.
0-5 years of experience
Managed consulting engagements, marketing research, and Internet services strategy for small-to-midsize client firms
- Educated, advised, and led delivery of Business Intelligence data-mart; turned around revenues steady +10% YOY
- Led infrastructure development and client online campaign execution to highest-ever company client satisfaction
- Delivered management analysis and internet infrastructure advisories to increase sales with client customer base
0-5 years of experience
Software developer, manufacturer and marketer of frontline labor management systems that improve workforce productivity and the utilization of labor resources by planning, tracking and analyzing time and activities information about employees.
- Managed and provided direction for a staff of project managers and application consultants
- Responsible for client relationships
- Presented and sold enterprise services to prospective and existing clients
0-5 years of experience
- Developed statement of work, RFI, RFP, RFQ responses, project plan for multi-faceted projects including data, applications, equipment, and networking design.
- Implemented change management, negotiated daily engineering rates based on availability and client status.
- Developed standards and processes to produce a more efficient working environment with an engineering bonus program to produce and increase revenue stream.
- Managed project initiation, contract negotiations, planning, resource allocation and management, crisis management, and contributed to budget/P&L management.
- Managed a team of Engineers throughout the Southeast.
0-5 years of experience
Managed the professional service department of interior designers and project managers.
- Created and managed company proposals.
- Project managed all aspect of jobs including construction.
- Reviewed construction quotes for design cost accuracy.
- Designed interior spaces by specification of interior finishes including furniture selection,
- Created construction drawings of commercial and medical interiors.
10+ years of experience
Collaborated with Sales teams to respond to customer RFPs (requests for pricing) and RFIs (requests for information) for voice and data telephone systems.
- Efforts enabled Sales teams to meet quotas, as well as retain/grow existing customers.
- Prepared responses to customer appeals/complaints and negotiated resolutions.
- Negotiated settlements in instances where contractor billing exceeded projections.
6-10 years of experience
Responsible for all aspects of a fast paced Technical Service Department.
- Directed daily activities of five field service personnel.
- Sold new service contracts and renewed existing contracts maintaining a 90% renewal rate.
- Maintained database for all Service customers ensuring accuracy of customer information.
- Controlled service inventory maintaining immaculate transaction records.
- Responsible for staff training documentation process and procedures.
- Provided Professional Services support for three regional sales teams composed of Outside/Inside Sales Representatives and Account Managers while keeping an open line of communication on any Service related issue.
- Entered and processed all work orders for field service and depot repairs.
0-5 years of experience
- Initiated the creation of Professional Services Division to support onsite customer application development.
- Hiring of development staff based on corporate projections.
- Developed the Standard Operating Procedures for the Amended Services Request (ASR) process.
- Created training materials and led all training activities for the usage of time accounting software.
0-5 years of experience
- Managed 25 business analysts, project managers, and software developers across multiple projects.
- Worked closely with clients to ensure exceptional service was being delivered.
- Trained project managers in G&R project methodology.
- Responsible for overseeing all projects to ensure deliverables were on time, within budget and of high quality by utilizing Excel, Gantt charts and variance reports in MS Project.
- Supported professional sales team by attending client sales meetings and presenting G&R’s project methodology.
- Actively involved in the recruiting and interviewing process and provided final approval before offers could be extended to potential new consultants.
10+ years of experience
Collaborated with Sales teams to respond to customer RFPs (requests for pricing) and RFIs (requests for information) for voice and data telephone systems.
- Efforts enabled Sales teams to meet quotas, as well as retain/grow existing customers.
- Prepared responses to customer appeals/complaints and negotiated resolutions.
- Negotiated settlements in instances where contractor billing exceeded projections.
0-5 years of experience
Lead professional service team primarily responsible Project Management of multiple custom web development projects. Team consisted of Two Project Managers, A Project Coordinator, Business Analyst, and Senior Developer.
- Proposed and started implementation of an organizational structure for the Project Management Team that allowed the Project Managers to focus on multiple projects and milestones, hiring a Business Analyst to collect requirements and build test cases, and Project Coordinators to drive the day to day project details.
- Worked with fellow Professional Service Manager to increase monthly billing by 25% and productivity by 45%
- Managed through the loss of several key Professional Services team members without out effect on client deliverables
0-5 years of experience
- Delivered over 300 hours of instructor-led software training both on-site and at customer sites throughout the country.
- Developed the company’s first virtual training program, including job aids and training slide decks.
- Created a Training Workbook used to create the company’s first Technical User Guides.
- Delivered over 25 hours of monthly web-based training and over 1000 hours of Instructor-Led Training
0-5 years of experience
Managed technical services including ETL, custom reporting and analytics, and software development
- Actively engaged with clients during proposal and launch, managing project proposals and sizing
- Oversaw services engagements from proposal through acceptance, ensuring customer satisfaction and retention
- Spearheaded development of best practices for ETL services, improving quality and profitability while reducing resourcing risk
- Drove innovative new service offerings to complement global product strategy
0-5 years of experience
Managed all aspects of the Professional Services Team
- Set department financial goals. Created metrics and management reports
- Set yearly objectives for all team members
- Worked with Pre-Sales and Sales to forecast services demand and staff accordingly
- Recruit and hire Business Analysts and Implementation Consultants
- Organized Technical training for new hires
- Delivered Quality Management Systems training
- Met with prospects and customers on services or project related issues
- Developed the EtQ Services Delivery methodology to ensure successful project implementations
- Increased Services revenue from $900,000 to $10,000,000
0-5 years of experience
Accountable for all aspects of account management, solution scope, and service delivery to target accounts.
- Lead the end to end execution of complex communication campaigns to healthcare recipients by collaborating with client stakeholders, sales, engineering, and solution design teams to meet client’s business objectives.
- Manage all facets of project from scope, through delivery to meet business objectives and exceed sales targets.
- Attained revenue targets and billable utilization metrics for 8Q through Q4 FY10.
0-5 years of experience
Role: Lead a team of 7 Deployment Specialists responsible for the installation, configuration, upgrade and go-live support of Picture Archive & Communication Systems (PACS) & related products
- Cooperated with Project Managers in building and defining the Work Break Down Structure and schedule development as it relates to technical tasks
- Responsible for developing a consistent deployment model through improvement of existing processes or creating new ones
- Served on a cross functional internal team of sales, marketing, technical services, professional services, regulatory and others to ensure successful regional release of PACS products/solutions
- Lead project post mortem analysis to identify key learnings and action items to improve outcome of future deployment projects
- Supported a broad line of products including advanced diagnostic clinical applications, voice recognition solutions
- Worked closely with the product development cross-functional organizations (i.​e., R&D, Service Design & Transition, Problem Management) to provide supportability needs and requirements
- Administrative management of the deployment team – control costs and monitor expenses, perform reviews and professional development of team members
0-5 years of experience
Managed customer and sales support of computer operating system, application software development, customer education and professional services.
- Deployed re-engineering and training of department towards professional services methods.
- Lead multiple project management teams with resource sharing of technical resources.
- Lead the teams that developed two highly visible computer system projects (PR Courts and The Birth Register and Certificate system).
0-5 years of experience
Managed customer and sales support of computer operating system, application software development, customer education and professional services.
- Deployed re-engineering and training of department towards professional services methods.
- Lead multiple project management teams with resource sharing of technical resources.
- Lead the teams that developed two highly visible computer system projects (PR Courts and The Birth Register and Certificate system).
0-5 years of experience
Assisted clients in the planning, fit analysis, configuration, testing, roll-out, and post-implementation support of company ITIL compliant software solution. Coordinated with all levels of internal departments through the entire project life-cycle and software life-cycle.
- SME for License Compliance, Asset Manager and Service Management.
- Created and implemented a Customer Care program which assisted in retaining maintenance paying customers by 55%
- Direct support to Sales in pre-sales, delivery of product demonstrations and proof-of-concept. Provide full life-cycle professional services from project planning, technical implementation, installation and training of asset mgt SW.
- Coordinated the communicating of scope and project objectives in order to effectively coordinate the activities of the team
- Liaison with our development team on product issues, enhancements and product direction.
- Lead projects from moderate to high complexity and impact across multiple business units to meet specific deadlines
- Management of pre-sales engineers and implementation consultants
- Perform data integration from customer’s existing systems and databases (i.e. SMS, Altiris, SCCM, SAP, CSV)
- Strong communication, highest standard of professionalism, interpersonal relationship and influencing skills
0-5 years of experience
Managed 10-15 projects at one time by the Integration Professional Services team.
- Responsible for external project communication including project plans, status calls with stakeholders, burn reports, and contract negotiations (SOW and Change Requests)
- Responsible for internal project communication including project status with management and sales, weekly project
- HR management responsibilities for 6-8 resources
- Maintained project information including billable and non-billable hours in our PSA system (OpenAir)
0-5 years of experience
- Two years in running Professional Services and Support teams (direct reports) across various geographical regions as a Practice Manager for Governance, Risk Management and Compliance suite.
- Oversaw nearly 50 installs at various client sites as well as put in methodology to optimize installations and created process improvements.
- Have spoken at several Oracle On Demand conferences
0-5 years of experience
Delivery of administrative tasks and billing reports for work delivered to clients
- Filter Team questions to supporting core processes and enabling functions
- Assist with special projects, operating mechanisms, initiatives for the consulting organization
- Provide soft skill and presentation training and mentoring for field services team.
- Build strong teams, attracting, developing and retaining top performers
- Develop high performance teams by diagnosing, understanding and facilitating team dynamics.
6-10 years of experience
Employed as Professional Services Manager to interface with clients and perform Business Process Reviews so that software and hardware can be implemented per the client’s requirements
- Develop the BPR questionnaire to determine client’s business requirements
- Make recommendations to client on proper installation and configuration of software to meet requirements.
- Liaison between client and programmers to develop any necessary customized add-ons or configurations.
- Install E-Commerce modules and configure to interface with accounting system
- Train end-users of proper usage of system.
0-5 years of experience
- Recognized for outstanding contribution on high profiled accounts, resulting in expanded business revenue 30% over quota. President’s Club Award 2000.
- Participated with senior marketing and sales executives in defining the technical scope and proposal presentations on new business opportunities.
- Lead analyst on multiple projects, performed project planning, monitoring and control functions including risk assessment, management, project schedule development and customer relationship management. Provided application support and training.
- Liaise with product engineering, sales, training and marketing department on product releases via prerelease conferences, beta test sites and proof of concepts in the field to harness support and feedback for new product direction.
- Provided database administration management. Analyzed and resolved client software issues via troubleshooting techniques and educated clients on processes to independently monitor and repair such in the future. Experienced in data modeling, application performance testing, and strategic disk usage and tuning parameters.
- Deployed replication and other disaster recovery strategies to minimize clients’ downtime and enhance productivity in the business cycles.
- Managed software releases, database migration/upgrades, along with various other UNIX system administrator duties.
- Promoted internally to manage, mentor and coach 23 software engineers responsible for field support of regional sales team.
0-5 years of experience
Managed a team of 33 Consultants and Engineers in a two-state territory.
- Responsible for Statements of Work, budgeting, forecasting and overall management of consultants and engineers.
- Strong relationship management of clients.
- Conducted semi-annual performance appraisals, professional and career development, resource hiring and staffing based on sales forecast.
- Conducted quarterly on site account reviews with customers.
- Exceeded company’s billable resources goals 120% resulting in $1.2 million in monthly revenue.
- Presented and sold strategic service solutions to service provider customers.
- Established and provided management & leadership for the company’s Voice over X team
- Coordinated soft switch training for the company’s entire field delivery organization.
- Built the company’s optical transmission team.
- Highest team retention rate of all services managers in the company.
0-5 years of experience
Contributed to the growth of a software startup company serving the spinal medical device company via:
- Developing and implementing client training and client relationship development programs
- Spearheading the mapping, optimization, implementation and maintenance of standard business processes for use of these products.
- Co-managed a consulting project for a Fortune 500 medical device company, resulting in additional consulting projects based upon the findings and recommendations from this project.
6-10 years of experience
Manage vendor and subcontractor projects for United Artists theatres nationwide
- Project team lead for large data center moves and responsible for large cross-functional team communication
- Supervise hardware and software services for 1000+ AS/400 customers, and their quality and satisfaction
- Sell professional services and manage a team of 30+ AS/400 consultants
- Responsible for six million-dollar budget of a services branch
- Project manager, responsible for client relations, management and satisfaction process
- Participate in six sigma and ISO project for re-engineering the branch services department
0-5 years of experience
Manage Professional Services, Deployment and On-Site Service desk groups for a Managed Services Company
- Manage Project Coordinators and technical staff
- Ensure profitability on projects and manage utilization
- Manage project backlog and hours
- Work with sales and customers to ensure projects are completed on-time, within budget and to the customers satisfaction
0-5 years of experience
- Managed Professional Services Team including project managers and installation and training staff.
- Set & maintain standards for software installation and training
- Responsible for annual reviews & assisted with salary recommendation
- Responsible for ensuring quarterly financial quotas
- Working directly with project management to communicate with clients to meet critical deadlines and ensure successful project competition
- Technical resource for onsite staff
0-5 years of experience
- Managed Professional Services Team including project managers and installation and training staff.
- Set & maintain standards for software installation and training
- Responsible for annual reviews & assisted with salary recommendation
- Responsible for ensuring quarterly financial quotas
- Working directly with project management to communicate with clients to meet critical deadlines and ensure successful project competition
- Technical resource for onsite staff
0-5 years of experience
Coordinated and supervised consultant pharmacists, nurses and technicians.
- Assured compliance of state and federal regulations for all 30 facilities.
- Liaison between nursing facilities and the Pharmacy Operations.
- Monthly consulting for 500 beds
6-10 years of experience
- Successful assessment of business and service opportunities that saw an unprecedented growth in revenue and deployment of consultants.
- Analysis of the business requirements of the client, initial systems study and application design, defining the project scope of work, preparing the services cost estimates and the formal proposal, preparing the project mobilization plan, and other required activities until turnover to the assigned Project Leader.
- Developed and implemented a program for ensuring the availability of skilled technical resources for future and ongoing projects. Provided overall coordination to maximize the productivity of staff. Ensured that staff was constantly motivated and skilled to perform their assigned roles and responsibilities.
0-5 years of experience
- Top-level technical support and management for our support technicians
- Development of billing gateway API, quality assurance, and localization of the product
- QA: rigorous testing of the completed portions of the program including testing for W3C standards compliance (XHTML, CSS, etc.)
0-5 years of experience
- Manage medical center RFID asset tracking system installations
- Travel weekly to client sites for consulting and network maintenance
- Perform hospital site surveys and walkthroughs to determine network readiness
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Professional Services Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
