Lannette West
Cary,NC
Summary
- Experienced sales support program manager with record of achievement in global technology seeks challenging and rewarding growth opportunity Summary of Qualifications
- Proven ability to manage complex, multi-million dollar projects, including commercial and government contracts
- Excellent crisis manager; led corporate emergency response team after September 11 tragedy
- Superior customer liaison able to manage relationships for maximum productivity and success
- Exceptional internal and external relationship manager with strong communication skills
Overview
28
28
years of professional experience
Work History
Global Support Account Manager
NetApp
Research Triangle Park, NC
01.2012 - Current
- Identified and addressed customers' critical technical issues (escalations) as well as non-technical issues, coordinating necessary support activities
- Developed comprehensive environment assessment documentation, encompassing software and hardware release planning, upgrade planning, and bug risk analysis
- Coordinated, planned and facilitated regular support review meetings with customers
- Monitored technical and non-technical support cases for over 1500 NetApp systems in customers' supported environment
- Demonstrated expertise in advising customers how to effectively use AutoSupport for identifying possible challenges and patterns, resulting in improved performance
- Provided customer notifications regarding new product features and fixes, analyzed field/product alerts, and offered recommendations
- Provided root cause analysis for product or process breakdowns when necessary
Senior Staff Specialist
Verizon Business/Verizon
Cary, NC
01.2007 - 01.2012
- Served as Program Customer Service Manager overseeing operational aspects of three US Federal Government contacts: FTS2001 Bridge, Networx Universal and Networx Enterprise
- Developed and coordinated the submission of 222 daily, weekly, monthly, quarterly, semi-annual, annual and on-demand deliverables required by the FTS2001 Bridge Contract
- Served as customer liaison for GSA's NetQuality team and Networx COTR as well as provided contractual support to Verizon Federal account teams in responding to agency requests
- Led quarterly Networx Users Forum at GSA in Fairfax, VA, attended by federal agency representatives, Verizon Federal sales teams, and Verizon Federal support groups
- Coordinated customer and internal training for FTS2001 Bridge contract.
Program Manager, BP Amoco Program Office
Verizon Business/Verizon
Cary, NC
10.2005 - 12.2006
- Successfully executed strategies to enhance operations and facilitate the expansion of the Premier Global Account billed at an annual rate of $35M
- Led development and change initiatives for services and processes in BP Amoco's Global Network Operations Center (GNOC)
- Delivered ITIL oversight to GNOC for ensuring process compliance
- Skillfully developed thorough risk assessment documentation to ensure effective decision-making
- Managed and resolved all client inquiries pertaining to GNOC service development in the realms of engineering, technical aspects, and service management.
Network Control Technician
Verizon Business/Verizon
Cary, NC
04.2004 - 10.2005
- Monitored the performance of the Federal Aviation Administration LINCS (Leased Inter-Facility National Airspace Communications System) network
- Executed diagnostic fault isolation and non-invasive observation
- Analyzed a wide range of network alarms at various levels including DS0, DS1, and DS3.
- Successfully obtained Top Secret security clearance
Customer Service Manager
WorldCom
Vienna, VA
10.2000 - 09.2002
- Created and implemented strategies, programs and processes for $2B telecommunications contract ($756M MRG) with the federal General Services Administration (GSA)
- Led emergency response team that partnered with GSA on technology management after September 11; represented WorldCom in accepting public recognition from GSA.
Supervisor/Manager
MCI WorldCom
Cary, NC
06.1999 - 09.2000
- Managed team of professionals providing technical service and support to customers
- Developed and implemented innovative troubleshooting procedures for FTS2001 program
- Participated in successful ISO9001 certification process for Global Technical Service Center; served as Process Prime.
Technical Service Specialist/Team Lead
MCI
Cary, NC
09.1996 - 05.1999
- Coordinated activity within service operations to ensure seamless service delivery to customers
- Provided customers with timely, complete and accurate updates of account status.
Education
Bachelor of Arts - Political Science
University of North Carolina
Chapel Hill, NC05-1997
Skills
- Proven ability to manage complex, multi-million dollar projects, including commercial and government contracts
- Excellent crisis manager
- Superior customer liaison able to manage relationships for maximum productivity and success
- Exceptional internal and external relationship manager with strong communication skills
Activities
Member/Participant, Women in Technology/ Mentor Protégé Program, 2001
Member and Team Captain, USTA, 2002 - Present
Volunteer for Dress for Success, 2015 - Present
Volunteer for Habitat for Humanity, 2016 - Present
Awards
- SAM of the Month, October 2013
- GSA's Federal Emergency Response Center, Excellence in Service Award, April 2002
- MCI WorldCom Awards: Ovation, 3Q 2005, Government Markets Employee of the Quarter, 3Q 2001; First in Service, 1999; Circle of Honor, 3Q 1998
Certification
NCTA (NetApp Certified Technology Associate) 2022
Timeline
Global Support Account Manager
NetApp
01.2012 - Current
Senior Staff Specialist
Verizon Business/Verizon
01.2007 - 01.2012
Program Manager, BP Amoco Program Office
Verizon Business/Verizon
10.2005 - 12.2006
Network Control Technician
Verizon Business/Verizon
04.2004 - 10.2005
Customer Service Manager
WorldCom
10.2000 - 09.2002
Supervisor/Manager
MCI WorldCom
06.1999 - 09.2000
Technical Service Specialist/Team Lead
MCI
09.1996 - 05.1999
Bachelor of Arts - Political Science
University of North Carolina
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