Technical Marketing / Program Manager Resume

Title

Technical Marketing / Program Manager

Primary Skills

Customer service, pre/post-sales engineering, managed service reporting analysis, product marketing

Location
US-NJ-Hamilton

Posted
Jul-12-12

RESUME DETAILS

SUMMARY

Results-oriented Telecommunications Technical Program Manager with demonstrated success in customer service, pre/post-sales engineering, managed service reporting analysis, product marketing implementation and channel marketing positions. Expertise includes ensuring optimum quality customer service assurance and delivery, developing/delivering proactive monthly managed services analysis reports, and delivering new product training/overview presentations for sales and managed services customers. Areas of recognition, expertise and excellent track record are as follows:

* Service Delivery / Assurance
* Proactive Managed Services Reporting / Trend Analysis Product Marketing-Implementation
* Channel Marketing-Product Launches
* Excellent Oral and Written Communications

PROFESSIONAL SUMMARY

SERVICE DELIVERY / ASSURANCE
* Proactively reviewed/revised Incident Management and Managed Services escalation processes for PA Gov-Ed customers, in successfully reducing major incidents, outages, and driving increased customer loyalty and contract retention by nearly 75%
* Reviewed/developed special procedures documentation for Managed Services operations and Incident Management to ensure critical sites/circuits are flagged proactively, resulting in reduction of catastrophic outages by nearly 50%
* Provided Root Cause Analysis` and Reason for Outage Documentation post outage time utilizing excellent written communications skills:
o Reviewed network hardening/diversity options to minimize future outage impact
o Researched trouble-handling process breakdowns and instituted corrective actions
* Reviewed/revised joint customer helpdesk and Verizon Incident Management/Managed Services trouble-handling processes and corrective actions improving joint communications
* Helped to maintain and maximize managed services revenue growth for PA State/County Gov-Ed customers-as demonstrated by Verizon being awarded 2 consecutive multi-year PA Gov-Ed Verizon contract extensions (1994-2011).

PROACTIVE MANAGED SERVICES REPORTING / TREND ANALYSIS
* Managed generation and delivery of 15 Legacy Verizon Managed Services customer reports containing monthly bandwidth performance/trend analysis increasing network up-sells by 50%
o Highlighted network bottlenecks providing network upgrade recommendations
o Provided Executive Summary Graphs to Gov-Ed CIO Team/s, utilizing excellent written and presentation skills; invaluable in highlighting monthly network availability for Government Executives

PRODUCT MARKETING -IMPLEMENTATION
* Successfully assisted Product Management in New Product Marketing Implementation efforts:
o Helped drive implementation requirements enabling Verizon to become Cisco`s first ATP/RNO Service Partner for Cisco IP Telephony
o Ran Verizon new product implementation campaigns for the official launch of Verizon Managed Wireless, Managed ATM & Managed WAN/Router Offerings resulting in increased managed services sales by nearly 50%

CHANNEL MARKETING -PRODUCT LAUNCHES
* Delivered new Verizon Managed Services product training, overview presentations and customer event support, utilizing excellent written, oral and presentation skills, for:
o Remote Access Work @ Home Solutions and Services Launch
o Managed Security, VPN and Dedicated Internet Services
o Fault, Performance, Configuration Site-Watch Managed Services
o Customer Managed Services presentations/remote & live NOC Tours
* Results included increased sales in Remote Access & Managed Services by nearly 60%

WORK HISTORY

Verizon Enterprise/Verizon Business/Verizon Communications 1997- 2012

* Technical Program Manager-Customer Service Assurance/Delivery
* Managed Services Report Analyst
* Marketing Implementation Manager
* Channel Marketing Manager

Gandalf Technologies 1994- 1997

* Pre-Sales Technical Field Engineer-Bell Atlantic Partner/Remote Access Designs

EDUCATION/CERTIFICATIONS

Bachelor of Arts in Speech Communications: Trenton State (College of NJ) Ewing, NJ

Digital Electronics Certificate- Lyons Technical Institute- Marlton, NJ

Network Technology Certificate: Metropolitan Institute-Network Technology-Jersey City, NJ

ITIL v3 Foundation Certified

Certifications

See above

CONTACT DETAILS

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