KELLI MATELSKE
Pearland,Texas
Summary
- Minimum of 8+ years of professional Managed Services experience with a Bachelors' Degree in or commensurate Equivalence
- Previous Account and/or Program Management experience
- Experience in Managed Cloud Service provider - managing IT environments on behalf of customers, IT Delivery experience working in a customer facing role with a high level of accountability.
- Must have a record of driving projects to improve service delivery and/or have experience managing technical support teams
- Ability to manage multiple tasks and projects in a fast-moving environment
- Strong verbal and written communication skills, which will be key in driving customer and internal communications.
- Strong knowledge of Cloud Infrastructure and migrations is required, as well as practical or contextual understanding of cloud architecture and IaaS operations model
- Commercial experience in opportunity development (farming), Pre-sales support, account management strategy and plan development, contract negotiation, Onboarding and Delivery
- Knowledge of cloud computing concepts, software, and systems (i.e. networking, virtualization, VMware, hypervisors)
Overview
24
24
years of professional experience
Work History
Customer Success Manager - Cloud Managed Services
Dell Technologies
01.2017 - Current
- Act as the single point of contact for incident management and will provide centralized coordination of all remediation efforts
- Be the voice of the customer and work with internal resources to ensure that the customer's SLAs are met
- Direct strategic road map and planning efforts
- Create and present customized executive business reviews and brief clients semi-annually on technology and engage with Director and C-Level executives process evolution that may be of interest or benefit to them
- Assist with client change management
- Responsible for assisting business development in both a pre and post-sales capacity and identify areas where Dell Technologies may be able to offer improved service and/or reduce client's operational costs throughout the engagement lifecycle
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Operational management tasks to include: SLA management, Compliance, Reporting, Contract management
- Proactive statistical analysis of performance data with recommendations to optimize performance and utilization
- Share best practice recommendations and potential run optimization
- Provide status reporting via weekly checkpoint meetings, billing reports, accelerated and ongoing knowledge transfer between client and corporate leadership
- Respond to customer inquiries and provide customer escalation
- Act as point of contact for RCA requests, track and report on incident and service requests and ticket aging
- Provide monthly reports outlining consumption of computing resources
- The CSM must be available to manage P1 incidents and after-hours maintenance for their customers during non-business hours on as needed basis.
Senior Service Manager- Cloud Solutions
Hitachi Consulting Corporation
04.2016 - 12.2016
- Profit and loss (P&L) responsibility for the U.S
- SAP Cloud Solutions practice, providing application management, Basis administration and hosting services
- Approximately 6 million recurring revenue annually
- Business Development duties, including RFP responses, proposals, presentations, pricing, negotiations, , case studies, process flows, solution design, letters of intent (LOI), master service agreements (MSA), and statements of work (SOW) working directly with C level client personnel
- Partner with Human Resources in recruiting, interviewing, negotiating salary, hiring, training, and mentoring
- Project Management responsibilities, including project setup, resource staffing, scheduling, revenue forecasting, budgeting, costing, and profitability in Oracle Time and Labor (OTL) system
- Manage offshore team of 30+ individuals (Pune, India) and onshore team of 10 located virtually throughout the US
- Escalation point of contact for 20 SAP Cloud Solutions support clients.
Service Manager- Cloud Solutions
Hitachi Consulting Corporation
09.2011 - 03.2016
- Operationally responsible for 5 SAP Cloud Solutions clients including and Basis/Hosting support
- Plan and execute the complete migration of clients existing server platforms, e.g SAP ECC to SAP HANA
- Coordinate a virtual team of delivery personnel focused on achieving client satisfaction, SLA adherence and other such operational KPIs within their named client base
- Act as initial point of escalation for tasks such as incidents, service request, and problems requiring heightened visibility; coordinates change requests and drives continual service improvement in line with the HFusion Assure methodology, which is underpinned by ITIL methodology
- Responsible for the financial management of the clients including time & expense tracking / approval, invoicing, revenue recognition and aged debt management
- Meet with the client on a regular basis and produces standard Service Reports / KPIs which are reviewed as part of this session
- The Service Manager also produces internal ‘scorecard' reports relating to the client base highlighting any areas for service improvement / refinement
- Manage offshore team of 30+ individuals (Pune, India) and onshore team of 5 located virtually throughout the US
- Transition manager from prior application consultancy to HCC.
Senior SAP MM Consultant- Cloud Solutions
Hitachi Consulting Corporation
10.2010 - 06.2011
- Perform MM configuration using SAP best practices for 3 different SAP support clients
- Proper handling of maintenance processes, Helpdesk tool and reporting in MM/PP space in order to meet SLA's
- Provides proper training and facilitate knowledge sharing between key users
- Interacts closely with the ABAP or other developers to complete detailed specifications and implement
- Technology: SAP.
MM Functional Consultant
Kraton Polymers, L.L.C.
10.2009 - 09.2010
- Perform all configuration for the MM module
- Execute change requests, analyzing new technologies and keeping standard documentation up to date for MM space
- Perform prototyping of new functionality
- Convert business requirements into detailed functional/technical specifications within the ERP and BI systems
- Proper handling of maintenance processes, Helpdesk tool and reporting in MM space in order to meet SLA's
- Interact closely with the ABAP or other developers to complete detailed specifications and implement
- Provide proper training and facilitate knowledge sharing between key users
- Technology: SAP.
Purchasing Process Specialist
Air Products and Chemicals, Inc.
06.2009 - 10.2009
- Global Process Enablement Lead
- Includes organization and execution of continuous improvement processes for Source
- Global Enterprise Design Owner for requisitioning, receiving and pipeline purchasing
- Facilitate enterprise design management of change process for source
- Provide on-going support for all enabled businesses globally
- Technology: SAP.
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
07.2008 - 06.2009
- Overall responsibility of blueprinting, configuration, training, testing and data migration of purchasing activities in the R/3 platform including SRM and MySAP
- FLC project
- Developed and managed SAP purchasing skill set and enterprise design processes set to three SME/PU
- Developed integrated work processes involving PP, SD, and FI
- Worked closely with DQ team to successfully migrate purchasing data from legacy systems
- Organized, managed and performed testing in Quality Center for integration and UAT
- Provide on-going post go live support
- Technology: SAP.
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
12.2007 - 06.2008
- Overall responsibility of blueprinting, configuration, training, testing and data migration of purchasing activities in the R/3 platform including SRM and MySAP
- FLC project
- Developed and managed SAP purchasing skill set and enterprise design processes set to three SME/PU
- Developed integrated work processes involving PP, SD, and FI
- Worked closely with DQ team to successfully migrate purchasing data from legacy systems
- Organized, managed and performed testing in Quality Center for integration and UAT
- Successful implementation SAP R/3 spanning 3 countries in 3 languages in Central Europe, focusing on MM module
- Technology: SAP.
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
04.2005 - 12.2007
- Overall responsibility of blueprinting, configuration, training, testing and data migration of purchasing activities in the R/3 platform including SRM and MySAP
- 2 FLC project
- Developed and managed SAP purchasing skill set and enterprise design processes to nine SME/PU
- Developed integrated work processes involving PP, SD, and FI
- Worked closely with DQ team to successfully migrate purchasing data from legacy systems
- Organized, managed and performed testing in Quality Center for integration and UAT
- Rolled out IAV functionality on purchase order form in four languages
- Conducted knowledge transfer to SAP consultant on Air Products Enterprise Design
- Successful implementation of SAP R/3, spanning 6 Asian countries in 4 languages, focusing on MM module
- Technology: SAP.
SAP MM Procurement Power User/Subject Matter Expert
Air Products and Chemicals, Inc.
09.2004 - 08.2005
- Successful link to the SAP Project and the Business community
- FLC project Participate in design, configuration and testing as required
- Ensure system functionality will meet specific business needs
- Lead for conducting User Acceptance Testing
- Technology: SAP.
Senior Buyer/Planner
Air Products and Chemicals, Inc.
10.2001 - 09.2004
- Participate in implementation of home-grown ERP system- P/C MRP
- Start up of a new discrete manufacturing facility including optimizing supply chain activities and setup of warehouse
- Daily purchasing activities- including negotiation of parts and materials for refurbishment or new build of ASML VTR, Varian Ion Implanter, and chillers
- Buyer for customer on-site facility; total chemical management
- Produced weekly KPI reporting for customer management
- Daily purchasing activities of chemicals and MRO.
Senior Lab Analyst
Air Products and Chemicals, Inc.
08.2000 - 10.2001
- Analytically verified purity and consistency of electronics grade chemicals by using ACS, SEMI, ICP-OES, ICP-MS, & GFAA methodologies
- Responsible for documenting procedures and training peers and Lab Technicians in sound qualitative analytical methods
- Responsible for implementing and defining ICP-MS technologies and procedures in analyzing electronic grade chemicals to sub- PPB levels
- Monitored incoming materials to ensure materials received met specifications and were in control using SPC charts and rules.
Education
Bachelor of Science - Chemistry
Sam Houston State University
Huntsville, TX08.1998
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Client Relations
- Account Management
- Customer Advocacy
- Strategic Planning
Areas Of Expertise
Microsoft Office 2010 (Word, Excel, PowerPoint, Project, Visio), SharePoint 2013, SAP S4 on HANA, SAP ECC 6.0, SAP Solution Manager, SAP GRC 10.1, Project Management, Testing & Cut-Over Planning, Resource Planning, Project Profitability Management, Master Data Management, Discrete & Process Manufacturing, Material Requirements Planning (MRP), Warehouse Management, and Procurement Logistics, ITIL, Oil Field Services, Industrial Manufacturing, Food & Beverage, Consumer Product, Wholesale Distribution, Airline Services, Chemical Manufacturing, Engineering & Construction, and Financial Services, Well versed with different project management methodologies including SAP ASAP, PMP, Hitachi proprietary methodologies HFusion (PMP based) and HCAssure (ITIL based) and ITIL Service Management.
Career Overview
Seasoned Information Technology Service Management Professional with over 18 years of ERP software and infrastructure experience. Culturally intelligent, leading and managing domestic and global teams, typically sized to 35 team members. Well-versed in multiple areas of project management, including budgeting, timeline development, staffing, reporting, business development, change management, and scope control. Encouraging attitude with a strong capability to influence and inspire others. Professional, flexible, creative, service-oriented and ability to quickly build client relationships. Highly motivated individual whom possesses outstanding work ethic and dependability. Excellent oral and written communication skills.
Board member of 501c3 non profit
Vice President of non-profit animal rescue
Timeline
Customer Success Manager - Cloud Managed Services
Dell Technologies
01.2017 - Current
Senior Service Manager- Cloud Solutions
Hitachi Consulting Corporation
04.2016 - 12.2016
Service Manager- Cloud Solutions
Hitachi Consulting Corporation
09.2011 - 03.2016
Senior SAP MM Consultant- Cloud Solutions
Hitachi Consulting Corporation
10.2010 - 06.2011
MM Functional Consultant
Kraton Polymers, L.L.C.
10.2009 - 09.2010
Purchasing Process Specialist
Air Products and Chemicals, Inc.
06.2009 - 10.2009
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
07.2008 - 06.2009
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
12.2007 - 06.2008
SAP MM Procurement Lead
Air Products and Chemicals, Inc.
04.2005 - 12.2007
SAP MM Procurement Power User/Subject Matter Expert
Air Products and Chemicals, Inc.
09.2004 - 08.2005
Senior Buyer/Planner
Air Products and Chemicals, Inc.
10.2001 - 09.2004
Senior Lab Analyst
Air Products and Chemicals, Inc.
08.2000 - 10.2001
Bachelor of Science - Chemistry
Sam Houston State University
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