Leo Pinson

Experience

• 

  SAVVIS Communications

  Jan 2005 - Jan 2010

  Operations\Deputy Program Manager

  Verified requirements, initiated business process improvements, adherence to SOPs and contract service level agreements (SLA), resulting in the success of over 350 major technology implementations. Developed and briefed the customer during weekly business reviews for project completions, significant accomplishments, and created incident reports for break-fixes and other unscheduled events.

• 

  Abacus Technology

  Feb 2010 - Jul 2012

  Deputy Program\Resource & Tasking Manager

  Recruited and supervised a 78-member cross-functional, geographically dispersed and matrixed, Tier I-III professional services team, including 4 direct and 13 indirect reports, on a $66 million Federal government agency contract. Managed C-Suite customer expectations, and oversaw the completion of over 150 IT projects, including enterprise-wide software, hardware, and infrastructure implementations. Also, coordinated weekly business reviews of project completions, significant accomplishments, and incident reports Show less

• 

  MicroTech

  Aug 2012 - Apr 2013

  Senior Enterprise Solutions Consultant

  Developed presentations, provided sales and engineering support, Bill of Material (BoM) creation, and Statement of Work (SoW) assistance for multi-vendor IT systems and service solutions.

• 

  RONIN IT Services LLC

  May 2013 - Apr 2016

  Senior Solutions & Operational Services Manager

  Coordinated professional services, including operational, strategic, logistical, technical, and organizational support to classified DHS federal security agency programs for Big Data analytics, global mobility, and business intelligence solutions.

• 

  Datapipe

  Apr 2016 - Jun 2017

  Service Delivery Manager

  Managed the full-service end-to-end delivery lifecycle to multiple client accounts, and led the integration of all Cloud IaaS and PaaS services delivery to improve operational readiness, quality, and interworking between private sector prime clients, and public sector federal agencies.

• 

  Dell Technologies

  Jul 2017 - Aug 2024

  Tracked and managed SaaS (Subscription as a Service) customer order volumes and associated KPIs with CRM tools, resulting in 98% on-time delivery of customer-centric solutions. Served as business operations central point of contact supporting sales teams, project and customer success managers, IT support business units, supply chain, demand planning, and fulfillment operations. Served as the primary point of contact for onboarding and 24/7/365 escalations, product enhancements, and mitigations of infrastructure risks, resulting in renewals, continual uptime, and long-term customer satisfaction. Maintained on-site and remote contact with customers and multiple Dell internal business units, presented customer business reviews, provided strategic oversight and project portfolio management of IT support services, resulting in value-add customer outcomes.

  • Transformation Program Manager

    Jan 2022 - Aug 2024

  • Senior Customer Success Account Manager

    Jul 2017 - Jan 2022
• 

  Oritain

  Oct 2024 - now

  Customer-facing collaboration and alignment with multiple internal global teams to successfully onboard and ensure contractual obligations are met for delivery of science-based analysis services. Also assisted with preparing RFQ responses and oversight of SLAs and invoices, resulting in business expansion, contract renewals, and revenue growth.

  • Service Delivery Manager

    Oct 2024 - now

  • Service Delivery Manager

    Oct 2024 - now