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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


resume bar.jpgobjective

client-focused senior project/program manager eager to contribute expertise in delivering first-class customer service and leading top-performing teams toward supporting the employer in optimizing performance.

resume bar.jpgprofile

ø  proactively train, develop and direct motivated teams and create a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  dynamic communication, presentation, relationship building and prioritizing abilities.

ø  excel at interacting with broad populations including senior management, sales and customer service staff as well as clients and external contractors.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  facilitate smooth communication between staff and senior personnel and expedite workflow to attain objectives.

ø  demonstrate problem-solving and active listening skills; diffuse difficult customer situations with tact and ease.

key career achievementsresume bar.jpg

ø  boosted annual service revenues to over $30m target by innovating new service deliverables and delivery methods within sox requirements and amidst critical business mergers.

ø  increased customer satisfaction and minimized costs by leveraging existing personnel and resources and unifying strategic support model across entire services group to promptly and efficiently address customers issues.

ø  achieved iso9000 certification for customer service team through document development and personnel training which led to more uniform service delivery model around the globe.

ø  reduced downtimes and eliminated out of box failures by creating installation, troubleshooting, and technical manuals to provide written reference materials for support personnel.

ø  decreased average monthly hold times over 50% within the support call center by proactively training internal personnel on new technology products.

professional experienceresume bar.jpg

polycom inc., pleasanton, ca                                                                                              2007-2008

senior manager,  la grange, il 

  contributed dynamic leadership skills in managing wireless networking service sales and high-touch program management/operations teams for the americas region.

  significantly reduced internal costs while increasing service revenues and customer satisfaction by designing, developing and implementing service channel program that standardized program discount structures.

  strategically managed p&l of various cost centers and created targeted business plans to maximize use of resources while controlling costs, maximizing profitability and meeting company needs.

  demonstrating highly effective communication skills, successfully developed, negotiated and administered high-profit contracts through proactive relationship building and interaction with key stakeholders ranging from enterprise customers and outsourced vendors to channel partners.


spectralink corporation, boulder, co                                                                                  1997-2007

strategic service manager, chicago, il (2003-2007)

  spearheaded diverse management activities including creating sow, reviewing contractor bids and executing complex delivery strategy through oems, channels and service providers, demonstrating exceptional ability to complete projects on-time and within budget.

  built, established and protected customer base by delivering a complete solution and managing enterprise accounts in retail, industrial, education, hospitality and healthcare verticals.

  resolved issues and prevented further escalation by cooperatively organizing multiple vendors efforts, promoting superior service and exceptional customer satisfaction.

  exceeded customers needs and provided a launching pad for further service and support delivery by proficiently expanding canadian service infrastructure through complex blend of outsourced operations and direct personnel.


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spectralink corporation, boulder, co                                                                                  1997-2007


service manager, international accounts, chicago, il (2000-2003)

  recruited, developed and motivated new hires in expanding regions, playing an instrumental role in the development of top performing team members.

  increased customer satisfaction by providing quicker on-site response times through more local presence of trained technicians.

  strengthened channel partnerships and raised customer demand by developing service and support strategies in emerging emea and apac regions, delivering a full compliment of service offerings and organizing technical road show demonstrations.

lead 802.11 netlink support engineer, boulder, co (1997-2000)

  drove product testing and support for new wireless voip product, identified and addressed existing and potential anomalies and created proactive upgrades and enhancements to improve product performance.

  applied industry expertise and advanced communication skills toward acting as first point of contact in responding to customer inquiries, performing onsite analysis and troubleshooting problems.

  achieved quicker implementation schedules, reduced man-hours per project and increased revenue potential by engineering and project managing major wireless rollouts and upgrades of fortune 500 companies.


prior experience


preventative maintenance - power engineering, plainfield, in - cinergy corporation, cincinnati, oh; 1994-1996

resume bar.jpgeducation & certifications

bachelor of science in electrical and computer engineering (bsee) - university of illinois

cisco wireless network associate

cisco certified network associate

project management professional certification (in progress)

professional development/trainingresume bar.jpg

kepner-tregoe project management, 2008

management & leadership seminar, 2008

ethics in business webinar, 2007

cwna training, 2004

focused customer service seminar, 1999

ccna training, 1998

resume bar.jpgtechnical skills

  windows, ms office suite (ms excel, access, word, powerpoint), ms project, visio

  applications incl. adobe acrobat,  autocad, hp openview, visual basic, and sharepoint

  various ip network, telephony, voip, voicemail, and acd platforms (incl. h.323, sip, mgcp, cisco call manager, avaya, nortel, mitel, siemens, and alcatel)

  circuit switched pbx and key system technologies (incl. lucent, nortel, rolm, toshiba)

  wifi, 802.11 technology implementation/administration (cisco, motorola, aruba, belair, colubris, meru, and trapeze)

  wired and wireless trace tools (airmagnet, sniffer pro, airopeek & omnipeek, ethereal)

  implementation of multiple antennae techniques (siso, miso, simo, & mimo)

  ip networking protocols incl. hsrp, igmp, dhcp, tftp, snmp, smtp, syslog, etc.

  crm systems including peoplesoft, siebel, remedy within a call center environments

  wireless voip technologies incl. svp (voice prioritization on networks) and oai (open application interface) for data exchange

  communication standards including pri/bri, t1 channel banks, 802.3 ethernet (incl. poe), 802.11 wifi

  emerging umts cellular standards incl. 802.16 wimax and 3gpp s lte

  telephony demarcation block (66, 110, etc.) and network wiring standards (t-568a, t-568b)

  software programming experience with unix platforms, c++, html, and xml languages

professional & community resume bar.jpgaffiliations

project management institute (pmi); citizens council of la grange; la grange area volleyball association; university of illinois alumni association

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000










hiring agent name





dear _______________________________:


i am currently exploring new opportunities, and am interested in joining your team.  to acquaint you with my qualifications, i m submitting my resume for your review.  in advance, thank you for your time and consideration.


as illustrated by my career background, i have continually advanced in customer service business development.  from leading high performance teams and facilitating superior client servicing to reducing operating costs and executing proactive strategic processes/procedures, i have continually excelled in maximizing performance as a dynamic leader.  i excel in leveraging product strengths, developing contingency plans and improving options to protect against project delays and cost overruns.  i identify and resolve inefficiencies, introduce technology solutions instrumental to boosting performance and strategically utilize financial and human resources to generate results on-time and within budget. 


among my recent accomplishments, i boosted annual service revenues to over $30m target by innovating new service deliverables and delivery methods within sox requirements and amidst critical business mergers.  i also increased customer satisfaction and minimized costs by leveraging existing personnel and resources and unifying strategic support model across entire services group to promptly and efficiently address customers issues.  to complement my experience, i offer a bachelor of science in electrical and computer engineering and i am a cisco wireless network associate and cisco certified network associate.  in addition, i am currently pursuing my project management professional certification.


as a member of your team, i will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  i am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.


professional regards,




yyyyyy x. yyyyyy


yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000










contact name

company name


city/state/zip code




dear _______________________________:


i would like to thank you for providing me the opportunity to interview with you and discuss the exciting (title of position applying for) position currently available with your company.  having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.


as discussed, i am an enthusiastic, disciplined team player eager to launch a successful career as a dedicated member of your staff.  i believe you will find my dynamic (list a few skills/qualifications relevant to the position) skills vital to your operations and look forward to contributing to your success.


should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience.  again, thank you for the enlightening interview.  i look forward to your response.






yyyyyy x. yyyyyy




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