Engagement Manager Resume


Title
Engagement Manager


Primary Skills
20 years history in client services management in the I.T. industry


Location
US-NM-Las Cruces (will consider relocating)

Posted
Mar-12-12

RESUME DETAILS

Engagement Manager

Contractual Negotiations ~ Client Relationship Development ~ New Business Development

Strategic thinking executive with a diverse twenty year history in client services management in the I.T. industry. A multi-tasking, energy charged leader, mentor and coach with a proven history of identifying areas of deficiency and implementing creative solutions resulting in successful bottom line management. Solid business orientation in technical outsourcing, vendor relations, field sales management, operations and creating and managing SLAs. Exceptional relationship building skills across all levels of an organization, effectively bridging the technology gap between the client and technology teams. Mature in-depth experience in three strategic areas within the business environment: Project Management, Client Services and Delivery. Additionally proficient in:

Metrics Utilization Client Relationship Management (CRM) Contract Negotiations
Budget Management Business Intelligence Analysis (BI) Resource Management
Technical Outsourcing Vendor/ Supplier Management Personnel Management
Managing/ Directing RFPs Overseeing SLA's/ KPIs compliance Coaching/Mentoring

DESERT SKY BUILDERS, Las Cruces, New Mexico 6/2004 - Present
Owner / Project Manager / Business Consultant

Created from the ground up, an award winning construction/ project firm serving Southern New Mexico.
Manage the sales and project management of construction projects in assembling 40 subcontractors and 8 vendors to complete the projects on time, under budget and to the satisfaction of the clients.
Consult, advise and recommend software, infrastructure solutions, business models and sales strategies for local businesses.
Work with local Attorneys and Courts as a Subject Matter Expert for contractual project disputes.
Frequently speak before the Mayor and City Council on numerous issues affecting small businesses.

Accomplishments

Project managed the life cycle of 30 custom residential homes and 3 commercial projects all within contracted SLAs, timelines, budget and building codes.
Contracted to respond to and create one of the final winning RFPs for a New Mexico State Education contract worth $8 million over four years with an automatic renewal, if client meets all contracted SLAs.
Advised a Canadian software firm on ways to break into the southern New Mexico area for marketing their POS software. Helped them recruit an outbound sales team which kicked off their sales efforts.
Established SOWs, SLAs and contracts with all clients; commercial and private entities.

ALPHANET SOLUTIONS, Cedar Knolls, New Jersey 4/2002 - 3/2003
Director, Contracted Managed Services

Oversaw all operations related to the companys Management Information Systems (MIS), 24x7, 20 seat Call Center and Network Operations Center (NOC) Departments; responsible for MIS and NOC profit and loss (P&L) and Call Center client services SLAs.
Directed and managed all technical support personnel including the NOC manager, client services manager, web master and service staff. Oversaw the operations of the AlphaNet Call Center as well as coordinated resources with off-shore Help Desk consultants and personnel to meet client driven SLAs.
Inspired and motivated technical personnel to go beyond themselves, think outside the box and set aggressive, attainable department and company goals.

Accomplishments

Enhanced client support while simultaneously reducing costs by collaborating closely with offshore Help Desk groups to deliver more efficient and responsive services.
Created Big Think, an eight-person team, which identified, assessed and devised resolutions to mission critical issues and reported the results directly to CEO and Executive Team.
Overcame inherited problem-filled relationships with key clients to secure new contracts and expand services for additional years by personally addressing and resolving their individual issues.

PARITY TELTECH INTERNATIONAL, Rochelle Park, New Jersey 2/2000 - 4/2002
Regional Branch Manager New Jersey / Pennsylvania

Managed all sales, operations, technical recruiting and outsourcing related to IT projects and resources; responsible for all SOWs, RFP responses and partnering agreements.
Supervised and managed employees (16) while monitoring all consultants (30) against contracted SLAs and resolving any client sales and support issues.

Accomplishments

Established a new focus on profitability and bottom line management by implementing a new business model driving acquisition of long-term, higher profit clients over short-term gains.
Promoted within six months from Regional Technical Director to Regional Branch Manager; fulfilled both roles while overseeing all projects and engagements.

EMTEC INCORPORATED, Cranford, New Jersey 1/1999 - 2/2000
Consultant / Regional Sales Manager New York / New Jersey Metro Area

Recruited, trained, coached and managed six highly successful sales professionals who individually produced annual revenues in excess of 40 million dollars.

Accomplishments

Mentored the top three sales producers who collectively earned $2.4 million in annual income.
Spearheaded initiatives that doubled the sales force in six months with sales professionals experienced in selling IBM, Sun, HP, Novell, and Cisco to Fortune 1000 companies.
Increased sales revenue by nearly 20% in restructuring sales teams to include sales assistants to call and set appointments and process sales orders; structure was adopted by corporate locations nationwide.

COMPUTER GENERATED SOLUTIONS, Inc., New York City, NY 9/1997 - 12/1998
Manager of Client Services/ Engagement Manager
Oversaw and managed the CGS Professional Services and Help Desk field employee base of 250 people consisting of Programmers, Project Managers, Help Desk Analysts, Technical Writers and LAN Specialists including third-party consultants. I was their direct link to CGS, Inc. for all issues which included meeting their contracted assignment obligations, attaining technical certifications, dealing with any H1 Visa issues as well as any administrative needs.
Implemented the processes, strategies and pricing for all RFPs, system migrations, remediation and rollouts involving CGS Professional Services and CGS Help Desk Services Group.
Maintained a close working relationship with the CGS sales force in managing the CGS field personnel to meet or exceed contracted Service Level Agreements (SLAs) and took action accordingly if needed. This involved active project management as well as re-engineering the process or replacing the resources.
Worked closely with the CGS sales force and management to appraise, recommend and implement CGS Help Desk practices within such organizations as Commonwealth Business Financial Inc., The Rockefeller Foundation, CSC/ JP Morgan, Sanofi Pharmaceutical and Estee Lauder.

Accomplishments:

Executed needs assessments for Avon, Estee Lauder, REFCO Financial, Hitachi Data Systems (HDS) as well as CSC/JP Morgan involving their Client/ Server Group, Networking Group and Desktop Support Group.

Brought about new ideas and initiatives to help set the standards and direction for CGS to remain competitive. This was done through offering online courses as well as a CBT lending library for employees between assignments or had extra time after work.

Paine Webber: Oversaw the hiring and the day-to-day progress of a 10 man technical team to do a platform migration (Novell to MS NT) of 3500 workstations as well as carry out a Y2K remediation of the entire environment. Assembled a team proficient in Novell and NT, evaluated every workstation, implemented a standard "build", maintained an audit of the environment and met a contracted Service Level Agreement of a six month completion date.

The NBA (National Basketball Association): Took over a failed workstation and server audit at the corporate offices of the NBA for NYC and NJ. Salvaged the existing staff of 15 people and implemented a more organized process. The audit covered the OS versions (NT or Windows) including the MS Service Paks, system configurations, serial and asset numbers of over 1500 systems spanning three NBA facilities. Due to the pending NBA strike the audit was completed during business hours and within a ten-day timeframe from audit to certified report.

Computer Generated Solutions, Inc. (CGS, Inc.): An "In-house" Project of restructuring their Recruiting Dept. It involved planning, implementing and managing a new structure and process for recruiting candidates for CGS clients. This included implementing the use of the net as a major national and international recruiting tool along with managing their seven recruiters. This process allowed them to double their workload from 100 job openings to over 200 openings with the same recruiting staff.

DENDRITE AMERICAS, Morristown, NJ 10/1995 - 8/1997
Operations Manager of Hardware Services and Support
Implemented new business procedures for the sales and service of computer equipment, (11,000 laptops), for Dendrites pharmaceutical client base which included Eli Lilly & Co., Pfizer, Ortho McNeil, Janssen, Ortho Biotech and RPR Pharmaceutical. This involved planning, creating and promoting as a sales tool, a complete Life Cycle Model for Sales Force Automation (SFA).
Project managed the SFA roll-outs of over 5,000 new laptops for Dendrite clients that involved return of their old laptops, off loading their data and pushing new laptops back into the field with little disruption to their field reps.
Developed a complete business plan and strategy to take over the existing Dendrite Hardware Service department with new laptop service authorizations that included IBM, Compaq, NEC, Toshiba, AST and Hewlett Packard.
Process flows (Fishbone diagrams) were implemented for all future business involving the entire Dendrite client base.

INTELLIGENT ELECTRONICS, Denver, CO 7/1994 - 10/1995
National Business Development Manager
Planned and implemented new sales processes which streamlined the business departments responsibilities and overall goals of targeting the best dealers that fit the newly formed business model.
Note: The company closed its doors by years end of 1995

INACOM INFORMATION SYSTEMS, Wayne, NJ 9/1989 - 7/1994
Market Manager of New Jersey
Moved the office from $7 million in annual sales to over $30 million within three years. The staff of twenty-nine people consisted of front line managers, administration, service technicians, system engineers and salespeople.
Won the largest national RFP within Inacom at $50 million over 18 months for the AT&T OPC group.
Maintained authorization for IBM, Compaq, NEC, Toshiba, NCR, Novell and Hewlett Packard.

Previous Business Experience

Entre Computer Center, Westfield, NJ - Sales Manager 6/1983 - 8/1989
Kawasaki Motors Corp, Raritan Center, NJ - Assistant District Manager NE Region 8/1981 - 5/1983
Kawasaki Motors Corp, Lincoln, NE - Assistant District Manager Central Region 9/1980 - 8/1981

EDUCATION & TRAINING

UNIVERSITY OF NEBRASKA, Lincoln, Nebraska 1983
Bachelor of Arts - Journalism Minors - Business, Math

Mexico State University, Las Cruces, New Mexico
MBA - in progress - (12 credit hours with 4 As) - Targeted completion date by July 2013

Skills

Proficient at MS Professional Office suite 2000 - 2010, Project 2007 & 2010, Publisher, Outlook, Visio, Data Mining, Remedy, Social networking sites: Facebook, Twitter, LinkedIn, Tumblr

Professional Affiliations


Member of the National Association of Realtors - Licensed Associate Broker
Member of the National Home Builders Association (NHBA) - Licensed General Contractor


Certifications
Member of Project Management Institute (PMI) - Membership # 1001518


CONTACT DETAILS

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