Experience

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  Hp

  Sept 2001 - Aug 2016

  In this position, I applied extensive knowledge and expertise of business plans in order to develop customer analysis and provide solutions with HP products and services for a large scale $20M annual revenue commercial customer. • Senior management/customer interface to facilitate Americas rollout of HP technical support at customer sites• Provided detailed reporting for contractual expenditures for HP onsite engineer break-fix actions and outcomes• Provided analysis of insights, action items and follow-up for opportunities of improvement and implementation Show less Managed Global Delivery Solutions Services projects/programs with annual budgets up to $10M• Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction• Communicated challenges and implications of project/program implementations, structure, and changes • Researched and resolved customer issues received from support teams to ensure customer satisfaction• Led projects inclusive of cost control, tracking, reporting, milestones, and corrective actions to ensure viability• Used business acumen to advise, train, and provide internal support on transactional business, financial and other risks• Generated and assessed annual survey program capturing customer experiences and feedback on services Show less Served as Americas Mission Critical Proactive Support Program Manager improving stability, availability and operating efficiency for HP IT infrastructure readiness• Managed leads in personalized proactive support services for client solutions and live customer reporting systems in areas such as contract maintenance and notification, customer reporting, server/storage, and transition• Regularly reviewed and refined Plan of Record implementation and provided updates for customized support service• Measured customer status, milestones, achievements, corrective actions and updated management and stakeholders• Coordinated exchanges between senior management and expert resources during testing and implementation• Developed a process for highlighting business impacts, influencing changes in IT reported outages• Extracted and analyzed customer intelligence reports, managed via SharePoint Services • Created monthly organizational communication process to include recognizing achievements and employees during ‘Quarterly Spotlight’ Show less Americas Technology Services Global Delivery Engineering Specialist for analysis of new concepts and technologies• Managed Total Customer Experience for gauging customer success, process improvement and market share• Performed and reviewed spend analytics and trends, developed executed strategies based on customer needs• Co-Organized the HP Services Executive Council Program for new technologies, customer forums, and feedback• Collaborated with the Executive Briefing Manager for onsite enterprise, data center and disaster recovery customer tours for customized solutions Show less Americas Technology Services Global Delivery Engineering Specialist project support for Senior Directors • Created Statement of Work and provided support for contractual needs of partners and vendors• Identified trends and provided analysis by tracking key events that reduced procurement spend and purchasing• Organized global internal job code/salary structures for organizational reporting and headcount activities• Managed cost center utilization effort and provided financial structure for holiday site events Show less Functioned as Global Delivery Process Engineering / Business Intelligence / Product & Service Readiness Support Assistant for Senior Directors• Lead for organizational employee recognition program, led and trained coordinators both onsite and virtually• Focal for procurement and major enterprise customer purchase order processes• Created and managed MS SharePoint sites for multiple teams• Composed/Distributed site-wide communications• Alpharetta site major event co-coordinator for 1500+ employees Show less

  • Program Business Analyst

    Apr 2016 - Aug 2016

  • Program/Project Management

    Apr 2010 - Apr 2016

  • Service Segment Manager

    Nov 2007 - Apr 2010

  • Business Services Specialist

    Mar 2007 - Nov 2007

  • Service Project Specialist

    Feb 2006 - Mar 2007

  • Administrative Assistant

    Sept 2001 - Feb 2006
• 

  Sutherland

  Aug 2016 - Jan 2017

  Sr. subject matter lead - projects/programs

  As the Global Talent Acquisition Project Manager for vendor and supplier management, I had the responsibility of building and assembling solutions with external partners.• Liaison between external partners and senior management for successful implementation of business requirements• Drive efficiency and quality with internal business owners for vendor relationships and collaboration• Created and disseminated worldwide organizational communications for updates and follow-up• Company underwent major reorganization five months after accepting position, job codes moved to Jamaica Show less

• 

  Ophthalmology billing, llc

  Jan 2017 - Jul 2020

  Strategic customer accounts project manager

  Managed strategic customer accounts with $8M in annual revenue during transition for pending sale of medical company• Worked closely with customers to understand and address needs, documented desired outcomes, provided solutions• Collaborated with stakeholders, tracked action plans, escalated identified issues for resolution• Identified and engaged customers at risk, worked with cross-functional organizations to ensure customer satisfaction

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  Insight global

  Jul 2021 - Jun 2022

  Senior project/program manager (insight global at hp inc.)
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  Hp

  Jun 2022 - now

  Senior project program manager