Manager or Director - Computer Software Programming Resume Search
Manager or Director - Computer Software Programming Resume Search
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Manager or Director Resume

Desired Industry: Computer Software/Programming SpiderID: 15301
Desired Job Location: Atlanta, Georgia Date Posted: 9/4/2007
Type of Position: Full-Time Permanent Availability Date: 9/5/2007
Desired Wage: 135000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Willing to Relocate: No

Obtain a job which best utilizes my customer relationship, technical and people management skills. Have worked with companies from 100 ro 30,000 employees. Most interested in Consulting, presales technical support and technical management roles.

3305 Sanden Ferry Court
Decatur, Ga. 30033
Home - (770) 496-1833
Mobile – (404)395-3297


SABA SOFTWARE, Redwood Shores, CA. (Formerly Centra Software) 2001 - Present

Manage the technical activities and resources of all Corporate organizations applied to address escalated complex and critical customer issues reported. Direct the Corporate Support, Sustaining Engineering and Advanced Server Support organizations. Provide technical resources to assess, plan and implement large, complex deployments. Perform Corporate communication functions with customers in escalated and high visibility situations. Direct the overall company business processes related to customer technical activities and product issues. Plan and direct the development of hotfixes and Service Packs. Participate in the engineering review and approval process for new product functionality requirements incorporated into product releases.
• Built and developed the Customer Escalation Support Group hiring Senior Engineers and establishing their functions, responsibilities and procedures.
• Directed the Business Process Re-Engineering effort of all business processes involving technical activities in support of pre and post sales customer requirements.
• Directed on going internal technical training and directed the planning and delivery of technical training for the rollout of the new release product platforms.

EMC/DATA GENERAL CORPATION, Atlanta Ga. 1982 - 2001

Reporting to the Sr. Vice President, of EMC’s/Data General AViiON Business Division, managed the pre and post sales technical activities and customer relationships of EMC’s largest existing and new potential accounts. Evaluated new and on going customer requirements, ensuring solutions proposed met customer objectives. Worked with Engineering organization to develop product enhancements. Responsible for the overall management of customer solutions and technical issues related to products and services sold. Acted as the Corporate Management representative in other high profile accounts where business relationships were in jeopardy due to on going technical or management problems. Evaluated the business processes of the various internal organizations recommending changes to improve productivity, quality of service, cost effectiveness and overall business and marketing objectives.
• Directed the successful introduction of major technology improvement programs at Data General’s largest account
• Selected to attend the 1998, 1999, and 2000 Sales Million Dollar Clubs
• Managed the technical activities and sales at major accounts with over $200M in revenues annually

Developed business strategy for consulting services to be offered by the Professional Services organization to complement the software and hardware products sold by Data General. Worked with the sales force, Professional Services organization, other corporate marketing groups and major customers to identify marketable consulting service requirements. Developed package services around the strategies including marketing targets and programs, pricing, pricing, statements of work, sales literature and collateral. Established programs to inform Professional Services and Sales personnel of the nature of the consulting services strategy and packaged services to be offered. Monitored the sales and delivery of service offerings to ensure attainment of desired sales and service delivery goals. Provided assistance to sales in major opportunities to present consulting services offerings to customers. Provided priority focus on emerging Internet/Intranet and Network Security marketplace.
• Developed initial packaged services offerings for the Microsoft Exchange, Backoffice, Security and other Internet products.
• Developed consulting service offerings for Internet/Intranet and Network Applications Studies.

Managed all aspects of Data General’s Professional Services organization responsible for the Southeast Area and Federal government business. Full P&L responsibility. Responsible for the business development, pricing, sales, delivery and billing activities of all packaged, residency, consulting and custom services. Negotiated legal agreements with sub-contractors utilized.
• Developed organization from a total of two (2) employees to over fifty (50) full time consultants, five (5) managers and one (1) administrator.
• Increased revenues from $400,000 annually to over $8,000,000 over three (3) year period.
• Maintained 34% gross margin during the period.
• Developed over thirty (30) new packaged and consulting service offerings including sales collateral

Directed the activities of corporate hardware and software engineers assigned. Provided the most senior technical resources for Data General to support field organizations. Responsible for escalated technical and customer issues which could not be resolved with local or regional resources. Acted as the assigned, on-site Corporate manager in high impact, high visibility customer situations to ensure timely resolution of technical problems and customer satisfaction. Represented Data General to senior customer management in those circumstances. Provided the interface to R&D organizations to identify and resolve technical issues establishing priorities for design related issues reported throughout the United States.

NATIONAL MANAGER, Field Software Support 07/89 - 05/90
Manage Software Support Representatives located in major cities throughout the United States. Responsible for escalated software and hardware problem situations utilizing the field technical resources to identify the source of problem and develop resolutions in conjunction with corporate hardware and software design organizations. Meet with senior customer management to discuss problems and future support plans
• Maintained control of expenditures at 85% of budgeted total.
• Received Annual Vice President's Award as the Top Support Manager at Data General.

TECHNICAL ASSISTANCE MANAGER, National Systems Support 11/87 - 6/89
Provided corporate staff support to United States Field management. Responsible for the control of escalated software problems prioritizing each issue and controlling the field and corporate resources assigned to resolve problems. Acted as the on-site Technical Manager in critical customer problem situations. Developed new programs to increase the overall technical and customer management skills of the field organization.
• Developed the Corporate Account Management Process
• Developed the Customer Operational Review Program
• Developed the Field Engineering Support Specialist Program
• Received two (2) Director Level Awards for Outstanding Service

West Georgia College, Carrollton, Ga., 1968 - 1972, History, Geography.

Georgia State University, Atlanta, Ga., 1974 - 1976, Information Systems.

Customer/Account Management
Technical Management
Technical Presales Support
Consulting and Services Experience
Prject Management Expertise

Additional Information:
A results driven, problem solving professional with over 35 years of progressive career growth and successful experience in managerial, consulting and technical support with a major computer vendor and in large end user environments. Strengths include:
• Sales, Marketing and Business Development experience
• Consulting, Project and Technical Management experience
• Strong technical and logical analysis skills
• HCM Market Experience
• Outstanding Customer Management skills
• Excellent written and verbal skills
• Proven human relations skills
• P&L, Budgetary and Financial Control experience
• Creative, resourceful and adaptable
• International Business experience

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