Trisha Nguyen

Experience

• 

  UUNET

  Jan 1996 - Jan 2001

  Install Team Lead
• 

  NTT America/Verio

  Jan 2002 - Jan 2006

  Sr. Technical Account Manager

  • Acted as client advocate, providing client feedback on changing needs, trends, expectations and satisfaction and keeping clients informed of significant • Managed operational planning and execution including but not limited to customer communication plans, project plans, executive status reports, training, technical checklists, solution audits, and database development.• Identified and resolved serious billing, service, and device discrepancies and perform other technical account management duties for Enterprise clients• Managed client relationship and account (financial and client satisfaction) • Worked with peer teams, partners, and vendors to provide verbal and written customer communication of project statuses and deliver results to customers• Handled escalated internal and external customer issues (24x7) • Worked with management to establish or revise procedures and processes as necessary• Maintained effective working relationship with other departments by recognizing the needs of other departments and keeping all lines of communication open • Maintained a working knowledge of all products, processes and systems• Routinely met face to face with top Enterprise customers Show less

• 

  NTT DATA, Inc.

  Jan 2006 - Feb 2011

  • Reported directly to the Vice President of Engineering• Supported five Engineering organizations on project deliverables and scope of new products and services• Served as the Engineering focal point project plans, direct technical work, issues reporting, risk management, vendor management• Acted as liaison among various internal departments (Engineering, Operations, Product Management, and Sales) and manage resolution of issues across functional areas• Interfaced with stake holders for project requirements and ensure that projects are on track according to developed schedules• Measured and reported metrics on team performance and overall delivery of projects timeline• Coordinated and managed engineering tasks and activities to comply with cost, schedule, and technical requirements • Negotiated hardware and maintenance contract renewals • Worked directly with Legal teams for all new contract reviews, loaner agreements, and other contract approvals• Scheduled and met regularly with vendors such as HP, Cisco, Radware, Checkpoint, and Symantec to review new technologies and provide feedback for future roadmap developments• Worked with the procurement team to quote, negotiate terms, and order new hardware and software Show less • Managed team of nine technical account managers • Directed large complex implementations, internal and external and all aspects of the project life cycle and fluent in formal project management methodologies• Created document work flow to improve processes and procedure for the Technical Management team relating to commercial and federal customers• Handled escalated operational issues with managed/collocation customers, partners, and vendors• Served on Change Control Review Board and Technical Review Board to approve or deny changes, projects, and services• Ensured coordination of routine maintenance checks on customer solutions, ensure solutions are properly monitored and routine audits are completed• Educated other departments on SOPs concerning special server configurations, client escalation procedures, and site-specific solutions• Controlled SLA management and quality assurance for all customer assignments• Ensured all production activities are monitored and completed efficiently• Trained and mentored internal operation teams on custom customer configurations, support requirements, and company processes and procedures• Maintained effective working relationship across internal departments by recognizing their functional objectives and keeping all lines of communication open• Supervised complex projects and issues surrounding customer provisioning, customer satisfaction and retention• Worked with Federal customers to assist with the C&A process to obtain their annual ATO• Created and maintained special processes for Federal customers specific to reporting and special login criteria• Headed project for technical employees to gain the Position of Trust for a Federal customer and provided detailed documentation for new employment on boarding process Show less

  • Sr. Manager, Engineering Program Management

    Oct 2009 - Feb 2011

  • Manager, Technical Account Management

    Jan 2006 - Oct 2009
• 

  Carpathia Hosting, Inc.

  Feb 2011 - Jan 2015

  • Promoted to manager of the Technical Account Management team after 11 months of employment • Built, trained, and managed a high-performing team of highly talented and motivated individuals• Developed tailored career development programs for technical account managers. Establish SMART (Specific, Measurable, Attainable, Realistic, and Tangible) goals and objectives • Held regular meetings with the team to provide department and product updates, assess their progress, and share success stories• Established team goals and worked with direct reports on strategies for executing, measuring progress, and communicating results• Tracked critical Key Performance Indicators (KPI) and delivered to senior management• Developed and maintained relationships through Director and CIO level within the customer’s organizations • Planned customer long-term strategy that aligns with business objectives and the Carpathia Roadmap• Reduced the amount of reactive issues, and to improved overall system health by planning proactive services and engaging long term technical resources• Drove product improvements and enhancements through quantitative analysis with product management and development to prioritize items against the backlog• Drove service improvement activities to increase customer satisfaction, managed cost, and improved efficiency of service delivery processes• Cultivated strategic relationships with key customers to ensure and developed customer satisfaction and loyalty• Measured, tracked, and reported on vital operational metrics and goals to measure organizational effectiveness to senior management Show less • Involve in full customer life-cycle, from pre-sales, through implementation to post-implementation support.• Interact with sales team and the customer during the pre-sales cycle to provide implementation scope and estimates.• Own customer implementation projects, including providing full project management, creation and maintenance of implementation documentation and tracking timelines and deliverables.• Manage internal teams Procurement, Technical Support, and Engineering for implementing new solutions.• Provide technical ownership of long-term customer relationships.• Work closely with Sales, Solutions Engineering, Systems and Network Engineering, Product Development and Customer Care to resolve issues that arise during implementation and post implementation.• Identify new product features and additional sales opportunities and communicate to product development and engineering teams.• Participate in internal projects that help scale the group, implement best practices, and improve methodology. Show less

  • Manager, Technical Account Management

    Jan 2013 - Jan 2015

  • Technical Account Manager

    Feb 2011 - Jan 2013
• 

  Neovera

  Jan 2015 - Feb 2017

  Sr. Manager, Service Delivery

  • Managed, mentored, and to ensured that all projects are delivered in alignment with the Project Delivery Methodology• Led the Project Review Board, Risk Assessment, and collaborated with Sr. Management to prioritize projects • Responsible for improving/maintaining customer relationships and ongoing revenue growth• Planned and delivered solutions addressing customer requirements; define milestones, resources and schedules. • Performed stakeholder analysis and managed stakeholder expectation, drove projects under approved budget, and efficient communication with stakeholders• Conducted review and status meetings with core and extended cross-functional team to ensure smooth progress of project work • Monitored the health of the project constraints such as - schedule, cost, scope, quality• Prepared weekly, bi-weekly and monthly status reports, documenting achievements and significant value-added tasks completed• Managed and delivered development, maintenance, software/hardware upgrade, evaluation of technology options and effectively communicated key milestones, overall project status, issues and risks to internal stakeholders and senior management• Managed cross-functional teams including Sales, Analysts, Cloud Engineers, System/Application DBAs, Network Engineers, Hardware/OS hosting staff, Quality Assurance Analysts and Support Personnel with effective team building, communications, motivation, and guidance when needed• Evaluated and proposed strategies for improving systems after collecting feedback/suggestions by streamlining a variety of technologies to cut costs of maintenance, training, and software licenses.• Involved in resolving application and infrastructure integration issues, assessing possible system impacts, and recommending technical solutions.• Responsible for conducting detailed gap analysis and updating divisional policies, procedures, and operational policies Show less

• 

  Oracle

  Feb 2017 - now

  • Sr. Principal TAM, CSS NA, US Government Cloud

    Feb 2017 - now

  • Service Delivery Manager

    Feb 2017 - now