Brent Horne
Project Manager
Albany
Summary
Seasoned Project Management, Implementation and Customer Success Professional skilled in planning, directing, and maintaining continuous operations in various departments. Experienced in coordinating resources and teams and keeping efficient production following quality standards. Utilizes an innovative and problem-solving approach to operations for continuous process improvement and advancing projects to completion. .
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Owner
BGH Enterprises LLC
01.2023 - Current
- Developed and launched a digital marketing business focused on social media marketing, SEO, content creation, PPC advertising, etc.
- Created and implemented marketing strategies to increase client brand visibility and drive online engagement, leading to increased web traffic and lead generation.
- Managed all aspects of business operations, including client relations, project management, budgeting, and reporting.
- offering tailored marketing solutions to meet specific business needs and objectives.
- Used tools such as Google Analytics, Facebook Ads, to analyze performance metrics and optimize campaigns for improved ROI.
- Oversaw the creation of marketing collateral, including content for websites, blogs, and social media channels.
Project Manager
MercuryGate International Inc.
7 2022 - 12.2022
- Work with project team to develop the project scope and perform an estimate of work effort and elapsed time for assigned projects
- Develop project plans, in line with MercuryGate's project methodology with interim milestones and deadlines and works with the project team and development to manage the project plan, ensuring all milestones and deadlines are met through careful resource identification and allocation
- Recognize and identify new revenue opportunities with owned customers
- Create Statements of Work.
- Build strong client contacts and achieve referenceable results
- Report on progress, forecasts completion and identifies and resolves threats to on-time plan completion
- Manage the risks of all aspects of projects, including the development of contingency plans
- Own transition of customer to support upon completion of implementation
- Proactively identify and manage project issues
- Serve as the primary customer interface throughout all phases of the deployment cycle from project kick-off until transition to Customer Support
- Provide monthly and quarterly revenue forecasts for projects under customers of responsibility
Project Manager
ECI Software
01.2020 - 07.2022
- Implement ECI Software Products according to the ECI’s standard methodology
- Managed the delivery of strategic and complex projects with multiple phases and initiatives
- Managed small to medium business/IT project initiatives
- Created project plans using templated tools to outline goals, milestones, project governance and
overall timeline - Lead the planning, development, and execution of multiple programs to meet the strategic vision
- Manage resources, budget, and funding requests to drive the program execution
- Review Statements of Work (SOWs) to understand service deliverables
- Knowledge of and experience with change control, risk management, project planning, team
management, budgeting, and scheduling - Facilitate the development of business and technical requirements, system design, configuration,
testing, training, conversion, activation activities, and transition to support - Manage customer relations to ensure customers are actively engaged throughout the project life cycle
- Keep leadership informed through reports and status meetings to ensure project plans and deliverables are met, potential risks are identified and resolved, and customer expectations are reached
- Conduct regular status calls with customers as needed and based on scope of project
- Provide timely and comprehensive updates on all assigned projects to both internal and external customers
- Assign/delegate work assignments to project team members
- Monitor project deliverables and progress through continuous communication with project members
- Mentor other team members
- Perform other duties including but not limited to: user conference presentations, team meetings, knowledge base updates, and methodology improvements
- Manage administrative tasks including weekly time sheets, recap reports, and expense reports in a timely, complete, and accurate manner
Implementation Specialist
ECI Software
01.2019 - 01.2020
- Languages -English, Worked daily with product management team to recommend system enhancements to better the client experience
- Expert client facing SME with the ability to demo and implement SpruceWare.NET and Quickbooks
- Delivered reporting for c-suite level leaders telling a cohesive story on weekly time sheets, recap reports, and expense reports in a timely, complete, and accurate manner
- Expert at developing and maintaining all project documentation including scope of work, successful implementation plans, communication plans
- Hobbies -Basketball -Cooking -Traveling -Hiking -Volunteering
- Traveled to customer locations to conduct over 75 client facing product demonstrations which allowed for technical consulting, change management and training
- Guided clients and sales with specific scoping or technical guidance and pre- sales discussions for RFI/RFP responses
- Participated in discovery exercises at client sites, contributing detailed analytics and visualization input to implementation plans
Solutions Engineer
SWN, OnSolve,LLC
06.2018 - 07.2019
- Conduct product demonstrations, provide technical consulting and training
- Assist with completion of high quality RFI/RFP responses
- Provide detailed and documented feedback to product management and engineering on customer technical requirements.
- Train and support to key personnel on software features and usage
- Complete technical projects in support of the sales process, and engage in continuous training to stay abreast of new technology.
- Monitored and collected all technical information and designed appropriate workflow for customers.
- Designed and prepared technical presentations and recommended solutions for client issues.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
Customer Success Manager
Communications/
OnSolve
06.2017 - 06.2018
- Fostered working relationships with key personnel authorized to activate and manage the customer’s account
- Provided on-site technical assistance and trainings for key personnel authorized to implement and manage account
- Utilized customer feedback on use case to tailor software for more efficient use
- Maintained up-to-date documentation of all customer interaction in the company’s CRM resource
- Utilized critical thinking skills and decisive judgment to work with minimal supervision.
Customer Support Manager
SWN (Send Word Now) Communications/ OnSolve, LLC.
03.2013 - 06.2017
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Identified, diagnosed, and isolated customer-affecting issues, understanding differences between network infrastructure and software application problems
Education
Associates Degree (Pursued) - Resort/Restaurant Management
Schenectady County Community College (SUNY)
Schenectady, NY 09.2007 - 09.2010
High School Diploma -
Notre Dame Bishop Gibbons
Schenectady, NY 09.2003 - 06.2007
Skills
Saas Implementation
Project planning and development
Organization and Time Management
Attention to Detail
Technical Support
Project Management
Dynamic
Self-Motivated
Effective Communication
Timeline
Owner
BGH Enterprises LLC
01.2023 - Current
Project Manager
ECI Software
01.2020 - 07.2022
Implementation Specialist
ECI Software
01.2019 - 01.2020
Solutions Engineer
SWN, OnSolve,LLC
06.2018 - 07.2019
Customer Success Manager
Communications/
OnSolve
06.2017 - 06.2018
Customer Support Manager
SWN (Send Word Now) Communications/ OnSolve, LLC.
03.2013 - 06.2017
Associates Degree (Pursued) - Resort/Restaurant Management
Schenectady County Community College (SUNY)
09.2007 - 09.2010
High School Diploma -
Notre Dame Bishop Gibbons
09.2003 - 06.2007
Project Manager
MercuryGate International Inc.
7 2022 - 12.2022
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