Мезенцев Роман

WORK EXPERIENCE

Company: Hewlett-Packard
Position: Account delivery manager
Responsibility:

• Develops and nurtures senior management relationships with the customer;
• Owns customer operational relationship;
• Understands customer at local, country, region and WW level to analyze delivery requirements and contribute to customer strategic business plan;
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication;
• Principle contact for operational and tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics and reporting, escalation management and communication plan;
• Owns expense/cost target commitments for all service delivery requirements developing, implementing and monitoring expense controls;
• Ability to effectively and proactively manage risk for medium to high risk projects;
• Hires, leads and provides managerial and technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying and analyzing gaps to develop and implement corrective actions plans;
• Develops and leads account service team and all delivery organizations to timely, cost effective delivery of SLA requirements identifying and recommending optimization while managing scope, resources and coordination;
• Develops and manages account service delivery plan. Contributes to strategic account plan;
• Consults in presales and change order negotiations, representing and approving delivery capability and cost solution;
• Identifies incremental revenue opportunities and supports pursuit activities.

Company:      Hewlett-Packard
Position:     Account support manager
Responsibility:

• Monitor, assist, support and review all contracted services to completion;
• Ensure service obligations are met and resolve any conflicts that may arise;
• Schedule weekly meeting with customer to review and document environment;
• Review services purchased by customer and develop/maintain an account support plan which defines the computing environment, supporting services and delivery schedule;
• Meet with customer regularly to report support deliverables status and provide technical/business advice, acting as the customer's trusted advisor;
• Work with customer to identify specific needs for additional advice or expertise;
• Engage and invite other HP representatives/ vendors and principals to customer meetings to discuss any issues or needs the customer may have;
• Project management for the change request and ensure the completion of change request with customer requirement and satisfaction;
• Ensure the all back to back contracts are signed with various third party vendors;
• Ensure internal contract are up to date with proper entitlement in place;
• Vendor management and ensuring the services delivered by them with in the required SLA;
• Drive customer escalation and complaints using incident management and problem management process for critical issues to closure;
• Act as the single point of contact for tracking and monitoring of critical calls till call closure;
• Assist the sales teams in renewing contracts with in the accounts;
• Provide pre-sales support in conjunction with the sales teams to win and implement new business.

Company:      Hewlett-Packard
Position:    Mission Critical Engineer
Responsibility:

• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity;
• Integrate technical knowledge and business understanding to create solutions for customers;
• Resolve most technical incidents independently within technical area;
• Work with team members to resolve more complex or cross-technology incidents. Identify potential escalations and alert management proactively;
• Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility;
• Apply solutions to meet moderately complex customer needs within areas of technical responsibility;
• Balance internal needs with customer needs within defined parameters;
• Identify additional services that could lead to future service revenue growth;
• Provide technical consulting during contract renewal discussions.

Company:      Hewlett-Packard
Position:    Customer engineer
Responsibility:

• Perform installations, maintenance and repair on customer equipment working primarily on site;
• Develop project plan, installation plan, and escalation plan;
• Configure system hardware, software and network components;
• Assemble and integrate system/product and verify system/product operation;
• Use proactive monitoring procedures to identify problem prevention opportunities;
• Provide customer with overview of installation activity, site-specific information and access to appropriate contacts;

Company:        Hewlett-Packard
Position:           Trainee customer engineer
Responsibility:

• Configure system hardware, software and network components;
• Assembly and integrate system/product;
• Use proactive monitoring procedures to identify problem prevention opportunities.

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