Influence sponsors & stakeholders across client organizations driving service outcomes to expect, continuous improvements
Initiate Q&A, encourage collaboration, gain buy-in attaining mutual approval from Customers & Regional Practice Lead
Start Staff Augmentation as needed for T&M Time & Materials | Value Based | Outcome based Customer Engagements
Run internal briefings, as trusted voice of the customer, communicated performance feedback, customer expectations, status on hiring staff, resources, customer problem solving escalations, issues resolution, decisions, overall action plan status
Implement New Marketing Initiatives, engaging sales, service management delivery
Set vendor direction, change management, compliance, next steps action plans to solve problems uncovered for resolution
Managers & SMEs staff to drive Engagement SOW statement of work E2E delivery, Execute on schedule, on budget, as agreed
Conduct Customer meetings, present status reports, performance metrics, financials, compliance, risk, QA, rapid problem-solving results discussed & distributed to all teams, steering committees, executives, sponsors, stakeholders
Goals attained:
• Deliver Service Management, Professional Services | Managed Services, dedicated to achieve high customer satisfaction
• Drive to exceed customer expectations, achieve renewals plus retention of ongoing essential services
Keywords must have Knowledge, Skills, Ability, Experience, Categories, Interests, Client Facing Services Initiatives:
Accessibility
Account Director | Senior Manager | Client Facing
Account Executive AE | Regional Director / Client Executive
Account Start-Up | Customer Onboarding in Onsite Facilities | Staff Planning
Accountability
Accounting & Finance - Software | Interfaces | Systems
Active Group Facilitation * Liaison * Coordinator
Adaptability Flexibility Resilience
ADP UltiPro Payroll
Advanced Technology Enabled Services
AHA! Release Management
AI Strategy Development
AIOps
Alliances Partners & Business Partnerships
Amazon Connect
Analysis & Design
Analytical
API
Applications Management
Artificial Intelligence AI
Asana | Smartsheet | Adobe tools
Assessment
Asset Management
Audio Visual AV Cisco
Automated Systems | Tooling | Predictive AI Generative Artificial Intelligence
Automation
Autonomous | Independent | Self - Directed
B2B B2Bi B2C B2E
Bachelor’s Degree education or Relevant Training | Equivalent Professional Work Experience | Certified
Back Office Systems
Backup Restore Archive Recovery Retrieved
Balsamiq
Banks | Mobile Payments | Online Banking | Account Services
Benefits Realization
Big 5 Andersen Accenture | Big 4 Deloitte
Bitbucket / GIT | Version Control PVCS ClearCase
Board of Directors | Corporate Committee
BOM Bill of Materials
Bondable
BPM BPR
Budget Management * Financials * Budgeting
Business Alignment
Business Analytics | Tableau
Business Operations
Business Planner
Business Process Management
Business Services Management BSM
Business Software | Business Systems | Business Solutions | Business Technology | Business Strategy
Business Value Opportunity Focus
Buying | Purchasing | Purchase Order | Invoice
BYOD Bring Your Own Device
C Level Peer CTO CIO Director | CXO Partner Executives | CEO VP Vice President SVP Stakeholders Sponsors
Call Center Technology
Capacity Planning * Performance Optimization
Capital Projects | Budgets | Costs | Resources & Expenses
CCaaS IaaS PaaS SaaS EaaS HaaS HRaas DaaS NaaS XaaS
Central Repository * Collaboration Work Space - SharePoint Blogs Videos Documentation Livelink Wiki
Cerner | Oracle Health - EHR System - RCM Revenue Cycle Management
Certifications - Various / in lieu of Bachelor’s Degree Education / Related Training & Professional Work Experience
Change Management / Change Leadership / Change Control / CAB Change Advisory board
Channel Sales a plus
Client Communications
Client Retention
Client Service Director | Consulting Engagement Strategies & Standards
Client Surveys
Client-Centric innovation | Expanding service offerings
Communications - Concise verbal & written communications
Communications Management
Communications Plan
Company Growth | Expansion
Company reorganization expansion consolidation
Compatibility & Interoperability
Complex Sale
Compliance Sarbanes-Oxley SOX FTC GBLA FFIEC OCC GDPR COBIT KYC PCI DSS HIPAA ADA SSAE 16
Conference Calls Event Session Webinars - WebEx | Adobe Connect | MS Teams | Zoom | Slack | Skype
Conference Calls Meetings Agendas | Capture & Distribute Meeting Outcome & Briefing Summary
Configuration Management
Conflict Management
Consensus Building & Collaboration
Consent | Endorsement | Authorize | Approval of deliverables | Agreement | Satisfactory Acceptance | Sign-Off
Constraints - Scope | Schedule | Cost & Expenses
Consumer Fraud Prevention
Consumer Products
Contact Center
Content Management | ECM
Contingency Planning
Contract Management | Contract Negotiation | Supplier | Terms & Conditions | Negotiations | Terms | Obligations
Cost Benefit Analysis | Forecasts | Funding | Proposals | TCO | Estimates | Benefits Realization | Reduce Cost
Cost management * Cost Benefit Analysis * Cost models * Spend / Cost Reduction / Save Money * Expenses
COTS off the shelf Products & Tools
Critical Thinking
Customer Complaint Resolution
Customer Experience Manager CX | Customer Success Manager CS
Customer Facing
Customer Onboarding - Sales Sold adding New Customers
Customer Outreach
Customer Retention
Customer Satisfaction
Customer Service Operations
CX Customer Experience - Needs assessment | Improvements | Solutions | Better Experiences
Data Center Migration | Consolidation | Expansion | Close
Data migration
Data Privacy * Data Security
Data Protection
Data Retention policies
Data Warehouse
Database migration
Database Upgrade
Day to Day Management * Day-to-Day Oversight / Supervising
Decision Support Systems DSS
Delivery Commitments | Delivering Outcomes expected
Department Head
Department Management
Develop & maintain standards | policies | procedures
Digital Commerce | Digital Technology | Digital Products
Digital Sales
Digital Transformation
Director Program Management | Program Manager
Director Technology - PMO
Directory Services
Disaster Recovery DR | Business Continuity Planning BCP | Service Continuity Planning | Recovery Readiness
Distribute internal reports to various audiences authorized to receive strictly confidential secret clearance information
Document Management
DocuSign
EHR EMR PHR IHE HIE HIX
EIM Enterprise Integration Management
Electronic Medical Records EMR Health Records EHR
EMAIL Upgrade
End User License Agreement EULA
Engagement Manager | Account Management - Client Facing
Engagements - Fixed Price | Fees | Time & Materials | Approve Payroll / Timesheets | Travel & Expenditures
Engineering Services
Enterprise Information Technology EIT
Enterprise Planning
Enterprise Risks
Enterprise Services * OEM Enterprise Solutions
Enterprise Software
Enterprise Solutions
Enterprise-wide projects * Medium to Large-Scale Projects
EPIC Ambulatory ASAP ER Willow EpicCare MyChart ClinDoc Tapestry
EPIC Health Care Applications Software – Various such as EPIC Prelude Cadence Resolute ADT Grand Central
EPM Enterprise Program Management
EPMO GPMO
E-Procurement
Escalation - Work the problem | Correct mistakes right | Remediation | Confirm
Essential Business * Essential Services
Establish Plan Priorities | Roles & Responsibilities - Map the Org Chart | Execute Priority Initiatives
EVM Earned Value
Executive Peers Support
Facilitate Track Monitor Measure
Facilitator
Facilities | FMS | AutoCAD | Space Planning | Facility Floor Plans - New Build-Out Move-In Decommission Closure
FAQs Frequently asked questions & answers
Feature Specifications | Product Road Mapping
Field Leaders Leading Regional Field Teams
Field Operations
Field Readiness + Motivation to Succeed
Field Sales Organizations
Financial Management * Financial Planning & Analysis
Financial Products Deployment
Financial Services | Brokerage | Banking | Insurance
FinTech - External Bank Partnering Onsite
FinTech Financial Technology
Flexibility / Adaptability / Ability to Thrive / Calm under pressure / Curious / Eager to Learn
Fluent English language
Follow-Through
Fortune 500 Company experienced * World-class organizations * Multi National publicly traded companies
FP&A Financial Planning & Financial Analysis
Fraud incident resolutions
GAP Analysis | Assess impacts & mitigate GAPs identified
GDPR General Data Protection Regulation
Global alliance | Sales Partnership management
Global Business Support GBS
Global EMEA - Europe Middle East Asia
Global Security & Compliance * CISO Audit * GSO
Global Supply Chain SCM
Go-Live | Day 1 Business as usual
Government - City State Federal
GRC Governance Risk & Compliance
Green IT & Facilities - LEED Gold Certified | Climate Change | Reduce Energy & Water Consumption
GUI Graphic User Interface UI
Guidewire BillingCenter | PolicyCenter | ClaimCenter
Health Care Informatics
Health Care Payer | Provider | Patients Services | Revenue Cycle Solutions | Charge Capture | Billing
Health Care Urgent Care Emergency Medical Hospital Clinics Managed Care
Health Insurance Billing | Claims Processing | COB
Healthcare Applications Systems
Hiring Manager | Decision Maker | Authorized Onboarding
HIS Hospital Information Systems | Clinical Applications
HIT Health Information Technology
HIX HIE Health Information Exchange
HP PPM Project and Portfolio Management
Human Capital Management HCM
Human Resources - Voice of the Employee HRIS HRMS ATS VMS | Workday | Oracle | SAP SuccessFactors
Hybrid Methodology
IBM Cognos
IBM Resilient SOAR Security Orchestration | Automation and Response - Incident Management
Identifying Sales Opportunities
Identity Access Management IAM RSA SecurID IGL IDM RBAC Role Based Access Control ACL
IIS Internet Information Services Server
ILM Information Life Cycle Management | Information Assurance
Incident Management
Integrated delivery
Interdependencies
Internal Controls Contracts - Gained Company Trust - Data is Restricted / Protected / Confidential
Interoperability Lab Testing to determine Compatibility across major vendors
Interpersonal | Communications | Attention to detail | listening | follow-up | accurate advanced notifications
Inventory Control (Assets & Spares)
Inventory Enterprise Asset Management Software | IBM Maximo Manage
IoT Internet of Things
Issues Management | Issues tracking
ISV IHV Independent Software / Hardware Vendor * VAR Value Added Reseller | OEM Partners Alliances
Iterative Processes
Kiosk
KM Knowledge Management
KPI Key Performance Indicator Metrics * Success Metrics * Matrix Measure
License Metering Licensing Policy Compliance | Licensing EULA End User License Agreement
LMS Learning Management Systems
M&A Merger & Acquisition M&A | Re-Organization | Consolidation | Transformation | Transition | Conversion
Manage & Track $600 Thousand - $11 Million budgets
Manage Portfolio of Accounts
Managed Security Service Provider MSSP Verizon IBM Symantec
Managed Services - Delivery of Managed Services
Manager Supervisor - Hire / Fire / Train / Delegate / Lead / Directs / Reviews / Incentives
Managing Ambiguity
Mandatory expedited difficult break fix remediations
Marketing Collateral - Summarize Solutions Briefs - Campaign Plans - FAQs - QSG Quick Start Guide
Marketing Survey - Voice of the Customer
Master Consulting Agreement MCA MSA * Services Agreement CSA Contracts TOS Terms of Service
Metrics KPIs Key Performance Indicators Matrix
Microsoft Office | Microsoft M365 O365
Microsoft Outlook
Microsoft PowerPoint PPT Excel Word Visio SharePoint
MIPS Medical Information and Payment System
MIS Management Information Systems
Mobile Pay * Mobile Banking * Mobile Wallet
Mobile Products * Connected Technologies
Mobility Solutions
Monitoring & Tracking work tasks milestones
MS Azure * AWS Amazon Cloud
MS Excel - Spreadsheets | Plans | Pivot Tables | Error / Issues Tracking | Formulas | Finances
MS Outlook
MS PowerPoint
MS Project
MS SharePoint | WSS & MOSS SharePoint
MS Skype
MS Visio
MS Word
MSA Master Service Agreements
MSP Managed Services Provider
Multiple Site Locations
Negotiation | Negotiator
New Site | Extra Space | Renovation | Office | CRE | Facilities Expansion | Facilities Operations
Offshore Cross-border Teams Vendors Staff Contractors Workforce Management
Omnichannel Solution
On Demand Hosting Services * Cloud Computing * Cloud Services Co-Located AIP ASP ISP MSP
Online Banking & Digital Payments
Operational Efficiency
Optimize Performance | Ensure Scalability
Oracle Health | Oracle Cerner | Epic Allscripts McKesson GE
Order Management
Organization | Due Diligence | Administration
Organizational Development
Organize | Align & Drive maneuvering numerous initiatives successfully
Organize and Manage Multiple Projects
Outsourced Services | Outsourcing BPO
Packaged Services | Packaged solutions | Packaging Program
Partner Development * Partner Enablement * Partner Sales
Partners Solutions Engagements | PRM Partnered Relationship Management
Payment Transaction Processing
Payroll / Timesheets * Travel & Expenses approval
People & Process Performance
People | Staff Onboarding / Offboarding * Department Manager * Hiring Manager * Coach & Train * Performance Reviews
People Management - Hire | Fire | Review | Promote | Full Time & Part Time Employee Professionals to Support
Performance & Financial Reports
Performance Improvement
Performance Measurements KGI Key Goal Indicator RACI Responsible Accountable Consulted Informed Matrix
Physical Access Security - Keys | Badge | Lockbox | Card Keys | Biometric | Asset protection
Pilot - Run Live Simulation
Platform Upgrades
PMI PMBOK PMP PgMP
PMIS
PMM Project Management Methodology
PMO EPMO ITPMO PPM QMO GPMO
PMO Governance & Compliance
PMO Management
PMO Process Development
PMP PgMP OPM3
POC Point of Contact * Liaison * Coordination & Facilitation
POC Proof of Concept
Post Implementation | Knowledge Transfer | Quality audit | Feedback | Lessons learned | Acceptance | Closure
PPM Project Portfolio Management | Various PPM Software
Practice Management
Predictive Analytics
Predictive Maintenance - AI and ML analyze system data to prevent potential failures before they occur
Pre-sales Post-sale | Develop Leads | Up-Sell | Cross-Selling Pitch
Presentations
Preventive Maintenance
Prioritization - Prioritize work | Re-Prioritize work
Proactive | Assertive | Responsive | Reliable
Problem Management * Issues Management
Problem Resolution | Met Challenges - Ambiguity Conflicts Changes Incidents | Tracking Issues | Action Plans
Process definition | Process design | Process frameworks | Process Structured
Process Engineering * mapping * flow diagrams * Modeling
Process Improvements | Re-Engineering | Simplified Process Modeling Mapping Flowchart Workflows BPM BPR
Process Management
Procurement | Evaluate | Price | Rate | Negotiated | Obtain Buy In | Purchase - Lease Own Rent | Order Fulfillment
Procurement E-Procurement
Product * GTM Go to Market | Route to Market | Marcom | New Product Launch
Product Analytics
Product Development Lifecycle Management | PRD MRD PLM PDLM NPI PLC PDM PDLC PMLC
Product development strategy
Product Features | Specifications
Product Innovations
Product Lifecycle & Data Management PDM
Product Operations - OEM
Product Overview * Release Notes * White Papers * Quick Reference Guides
Product Owner | Enhancements | New and differentiating features & functionality | Adoption & Use
Product Portfolio Management | Product Offerings
Product Release Plan
Product Replacement
Product Requirements
Product Roadmap * Product Management
Product Services | Project Services | Product Implementation
Product Specialist * Product Engineering
Product training
Product Usage
Product Value
Product Vision Idea | Concept Definition Design Develop Customize Deploy PLCM | Retire EOL
Production Implementation | Production Release
Productivity
Professional Service Certification
Professional Services & Managing Pre-Packaged Offerings
Professional Services | Manage Solutions | Customer Engagement | Engagement Manager
Professional Services Managing Director
Professional Services Practice
Professional Services Program Management
Professional Services Project Engineer | Professional Services Project Manager
Professional Services Recruiter * On-boarding | Off-boarding - VMS ATS Attendance / Approve Timesheets Bill / Invoice
Professional Services Strategy & Product Services
Program / Project Management
Program Executive
Program Governance
Program Management
Program Managing
Program Specialist
Project Leadership
Project Life Cycle execution PMLC
Project Management | Best Practices | E2E End to End Life Cycle Methodology
Project Planning Proficiency | Detailed Plans Timeline Schedules Duration Milestones Tasks WBS Gantt Critical Path
Proposal Management
Proprietary Information
Proprietary in-house development
Proprietary process | Proprietary Methodology
Proprietary systems
QOS Quality of Service TQM Vendor ratings - Exceed Meet or Miss metrics & charge backs
Qualification Phase | Pre-Sales Feasibility
Quality Assurance QA / Testing
Quarterly Business Review Rating Surveys - Customer Meetings
RACI Tables
RAID
Rapid & Effective Problem-Solving
Real-Time Customer Support | Troubleshooting | Break Fix | Root Cause Analysis Reports | Remediation
Real-time Simulation
Reconciliation Plan
Recruit / Interview / Hire / Lead / Develop Train / Evaluate Review / Promote / Fire / Off-boarding
Re-Design Re-Engineering
Regional Director
Regional Professional Services * Surpassed Sales Quota | Employer Earned Quarterly & Year End Bonuses
Regional Sales Operations
Regulatory Compliance Transparency - HIPAA | FFIEC | GBLA | SOX | PCI | ADA | KYC | FDA Regulated
Regulatory Compliant
Regulatory records management systems RMS
Relationship Manager
Release Management * Release Planning
Relocation
Remedy | ServiceNow | BMC - Ticketing IT Service Management
Representing Regional Practice | Function - District Management
Requirements Gathering & Requirements Analysis | Functional Specifications
Research & Development R&D
Research Products & Emerging Technologies
Resolve resourced constraints - Equipment not received | Resistant to change or Reverse change | Risk | Delay timeline
Resource Management | Manager - Resourcing | planning | allocation | allocated | utilization - Onsite Offshore Remote
Return on Investment ROI | Total Cost of Ownership TCO
Reuse Recycle Repeatable Use standard
Revenue Profit & Loss P&L | Book of Business Profitability - Regional Sales met Territory Forecasted Performance
Reviews Feedback
RFP RFQ RFI RFC Request for - Proposal | Quote / Bid | Information | Comments
Risk analysis | Risk Assessments | Risk Mitigation | Resilience & Risk Management - Identify / Analysis / Mitigate / Respond
Risk impact | Prioritize Significant Risk | Risk Control – Recognize Identify internal & external Risks
RMA Return Merchandise Authorization | Product Defect | Under Warranty - Replace
Roadmaps | Illustrated Runbooks | Topology | Dashboards | Workflows
Rollouts - Local Regional Domestic National Nationwide Global International EMEA Worldwide
SaaS Software as a service * Storage as a service
Safe Safety Procedures Regulations | Safety Training Programs
Sales | Value Proposition Proposals | Engagement SOW Delivering | Billing Rates | Invoicing | Margins | Reporting
Sales Cycle SFA Customer order process | acceptance thru fulfillment | setup & use
Sales proposals | Sales quotes
Sales Support Operations
SAP - Various Products
SAS 70 SSAE16 SSAE18
Scope Management
Scope of Work
SDLC CMMI Six Sigma ITIL Waterfall PMI PMBOK Agile RAD RUP Proprietary Hybrid PLC
Security Applications - Encryption | Authentication | VPN
Security Assessments | Deployment Global MSSP - Managed Security Service Provider replaced - Verizon to Symantec
Security CISO Audit
Security Events | Cybersecurity | Urgency Level Escalation & Response time critical
Security IDM Identity IAM Access RBAC Role Based Authorized
Security intrusion response escalating procedures logging & ticket alert severity - warning critical emergency
Security Intrusion Risk Response & Procedures by Severity - Training & Practice Drills Worldwide
Security Operations Center SOC
Security Risk | Intrusion Detection & Security Violation & Breach Alerts | Process | DMZ | Firewall | Server | IDS Upgrades
Security Vulnerability Assessment | Virus | Hacker | Fraud | Audit | Malware | Ransomware | Breach Remediation
Senior Manager - Managed Services
Senior Manager - Professional Services | Customer Engagement | Strategy & Operations
Server Deployment | Server Refresh Upgrade Consolidation
Service Center of Excellence COE
Service Delivery Management SDM
Service Industry Account Manager
Service ISVs IHVs SI Independent Software Hardware Systems Integrators Partner Alliances
Service Level Agreements SLA OLA SLO SLM Service Level Management
Service Management
Service Oriented Architecture SOA
Service Program Manager
Service Providers
Service Requests
Service Sizing
Service Territory
Services complete
Services Innovate & Grow
SFDC AWS Azure Cloud
Shared Services
SIEM Security Information & Event Mgmt | IBM QRadar | Event Logging & Management
Six Sigma DMAIC Define Measure Analyze Improve Control | DMADV Define Measure Analyze Design Verify /SPC/Lean
SLR Service Level Requirements SQP Service Quality Plan
Smart Cell Phones | Tablets
SMB Small to Medium Businesses
Social Networking & Media
Software Analysis & Software Deployment
Software Development
Software Engineering
Software Install * Customization
Software Packaging
Software Products
Software Services Deployment - Custom Development | Upgrades | Rollouts
Software Upgrades & Rollouts
Solid customer service delivery | Communicate thoroughly | Analysis planning & organization skills
SOW Statement of Work | T&M Time & Materials | Fixed cost | Contract | Proposals | Estimates | Fees | Billing
Special multi-year Projects
Specialized Systems
Spend Plan - Pricing Rate vs. Cost | Estimating Revenue & Margin | Quarterly Sales Forecast Planned vs. Actual
SPI / PII Sensitive Personal / Personally Identifiable Information
SPOC Single Point of Contact | Key Essential Contact & Liaison
Sr. Manager
Sr. Project Manager - Professional Services
Staff Augmentation | Specialized Expertise
Staff Management Employment Interview Hire Train Review on Merit Fire Promote High Potential Employees
Staff Payroll Administered
Stakeholder Meetings | Agendas | Invite Attendees to Participate | Presentations | Status Reports | Signoff
Stakeholders & Sponsors – Executive Peers | Director | VP | C-Level - Steering Committees | Advisory Committees
Standards | Policies | Procedures
Statement of Work | Scope | Planned Schedule | Objectives
Statement of Work SOW Master Consulting Agreements MCA | Professional Services Deliverables
Steering Committee
Storage as a Service SaaS | SAN NAS | Virtual Storage | RAID | EMC NetApp IBM Brocade Hitachi Sun
Strategic Alignment * Strategic Partnership
Strategic Alliances - Big4 ISV IHV SI OEM & Reseller Partners Relationships
Strategies Corporate-Wide
Strategy & Operations
Strategy & Transformation
Stretching limits = A better way
Structure Framework & Process Control
Subject Matter Expert s – SME & SME Teams
Supervisor / Supervisory / Supervision / Supervise / Oversee
Supply Chain SCM & Demand Planning
Support Services
Surveys
TAP Technology Adoption Program
Task Management - Delegate / Assign / Track / Monitor / Coach / Mentor / Lead
Taxonomy | Taxonomies
TCO
Team Leader of Resources & Staff Professionals
Team Management
Testing Requirements Unit Regression Integration Simulation
Third 3rd Party Products
Time & Materials / Fixed cost SOW
Time Management
TM Technology Management
Tooling Tools Release
Topology
TPV Third 3rd Party Vendors
Trained Relevant & Equivalent Professional Work Experience | Certified in lieu of Bachelor’s Degree education
Training * E-Learning & Development * LMS Learning Management
Trello | Kanban | Teamwork | Client project collaboration
Troubleshoot | Break Fix | Defect RMA under Warranty | Problem Solving | Root Cause Analysis | Remediation
UAT User Acceptance Testing
User Experience UX
User Satisfaction
Validation
VAR Value added reseller * IHVs ISVs SIs Independent Hardware Software Integrator Vendor Relations
Vendor & Partner Management
Vendor Product Replacement | Vendor Replacement
Vendor Services | QOS Quality of Service
Vendor Sourcing | Selection | RFI | RFP | RFQ
Vendors & Suppliers Sourcing | Selection | Vendor Contract Management
Verticals | Industries | Domain - Various
Video Conferencing - Audiovisual AV
Visio and AutoCAD
Voice of the Customer
Warranties - RMA & Product replaced or repair
WBS Work Breakdown Structure | Milestones | Tasks | Dependencies Interdependencies | Interdependent Schedule
Web Services
WebEx Skype Zoom Slack Teams Connect
Webinars
Well-organized
Wiki
Wireless
Work Orders WOs
Work Streams
Workflow Diagrams * Process Mapping
Workplace Management - Staff @ multiple Client Sites
Workshops