Kip Upton
Bixby
Summary
Global customer success manager with extensive experience at Hewlett Packard, specializing in client engagement and satisfaction. Proven track record in managing profit and loss while driving customer cost savings through managed services. Expertise in enhancing operational efficiency via effective project management and technology strategy. Strong ability to foster cross-functional collaboration and deliver impactful solutions in dynamic environments.
Overview
27
27
years of professional experience
Work History
Global Customer Success Manager
Hewlett Packard, HP
Tulsa
08.2021 - Current
- Developed customer success strategies that enhanced client engagement and satisfaction levels.
- Facilitated onboarding sessions for new customers and partners to ensure seamless integration.
- Conducted regular check-ins with clients, assessing satisfaction and proactively addressing needs.
- Trained clients on product features, enhancing usage and best practices.
- Managed customer inquiries and complaints professionally, ensuring timely resolutions.
- Collaborated with cross-functional teams to effectively meet client requirements.
- Created and maintained comprehensive documentation for customer support processes.
- Analyzed business performance data to forecast results, providing insights to inform upper management.
Consultant for Bank of America
Trend Setters Consulting
Tampa
09.2019 - 01.2021
- Developed and deployed product offering and process to support remote transition for 40k+ associates working from home on BYOD and tablets, ensuring continuity of customer service provided in contact centers.
- Leading operational readiness and deployment methods in collaboration with 3rd party vendors to create secure desktop and tablet solutions.
- Transferred operational knowledge and process improvements to Bank of America operations team for managed print services program.
- Created and implemented quality assurance audit and review process, strengthening endpoint device adherence to corporate information security standards.
- Partner with Product managers and technical project managers to ensure service offerings are implemented on time and on budget.
- Managing deployment for infrastructure renewal and expansion projects.
- Defined team roles and responsibilities for operations and product management.
- Recruited for subject matter expertise in the Employee Experience Technology Product Management team.
Vice President, Team manager, Operations End User Compute
Bank of America
St. Louis
01.2010 - 01.2019
- Spearheaded technology initiatives that maintained full regulatory compliance while enhancing performance, improving workflow, refining processes, and increasing individual usability and security of products.
- Leveraged ITIL principles to lead a cross-functional internal/external team in operating a $50MM globally managed print program that serviced 225K+ users and 5K+ BoA financial centers and Merrill Lynch branches.
- Deployed and supported a load balanced secure print solution for 50K+ users in US, EMEA and APAC; actions resulted in a print cost reduction of 15% and expansion of solution to 110K+ users in 2019.
- Developed the enterprise-wide desktop migration plan for 2019 that migrated 50K Citrix HVD Windows 7 clients to VMware Windows 10.
- Earned a series of promotions for seamlessly leading the full lifecycle of complex technical projects, designing clear roadmaps, and developing easy-to-follow plans that ensured flawless execution.
- Introduced best-practice programs and operating procedures that enhanced operational efficiency.
- Developed and improved financial center refresh/redeploy process, achieving over $1M in cost savings.
- Drove continuous development and improvement of the QA/QC processes for server and hardware end-point security and patch management; managed multiple vendor relations and perform their business reviews.
- Served a Subject Matter Expert for numerous high-profile initiatives and managed the device lifecycle processes, including device certification test labs, for multiple multi-million-dollar projects and programs.
Vice President, Product Management
Bank of America
St. Louis
01.2006 - 01.2010
Consultant for Bank of America
TEKsystems
St. Louis
01.2001 - 01.2006
- Contracted Project Management, Technical, and Leadership Expertise to a key client, Bank of America.
- Championed project success and delivered the successful migration of 70k+ Bank of America clients to a standard PC platform nationwide.
- Executed large-scale projects that enhanced enterprise-wide performance and achieved strategic objectives.
- Coordinated team efforts as a key resource for BOA on server infrastructure simplification and data center reduction initiatives in the US and EMEA.
- Partnered with internal stakeholders and project managers to determine the most effective migration strategy to a hosted virtual server environment.
- Managed project operations utilizing VMWare virtual server environment to consolidate infrastructure.
- Designed and deployed an automated tool nationwide to assist migration project managers to inventory client workstation hardware and software.
Sr. System Administrator
Premcor Refining Group
Clayton
01.1999 - 01.2001
- Designed and implemented a Citrix based server infrastructure supporting Oracle Financials and Solarc RAIV and led the team during software rollout; client used concept as a go-forward solution for future customers.
- Delivered project leadership and completed technical work that migrated systems from a Novell and IBM OS/2 to a Microsoft Windows server platform enterprise wide, consisting of multiple refineries and office locations.
- Managed server administration projects by scoping, planning, allocating resources, meeting deadlines, and coordinating vendor and internal staff efforts, ensuring project success.
- Analyzed and resolved complex enterprise system issues, enhancing server hardware management tools and providing troubleshooting, user administration, and security support.
- Proposed solutions that streamlined operations in a joint venture project, successfully integrating back office and retail store reporting systems.
Education
Bachelor of Science (B.S.) - Management Science and Information Systems
Oklahoma State University
Stillwater, OKSkills
- Client Success Manager
- Service Delivery
- Business Analysis
- Project Management
- Product Management
- Operations
- Consulting
- Change management
- Incident management
- Problem management
- Risk Management
- Quality assurance
- Technology Delivery
- Technology Management
- Cybersecurity Strategy
- Digital Transformation
- Managed Services
- Enterprise Platform Administration
- Technology Strategy
- Technology Roadmaps
- SDLC
- Cloud Infrastructure
- SQL database
- Active Directory
- TCP/IP Networking
- Citrix
- VMware
- Wireless Networking
- Remote support
- Software support
- DaaS
- PaaS
- SaaS
- Apptio
- Pharos
- BluePrint
- Strategic planning
- Cybersecurity Strategy Manager
- PaaS
- SaaS
Timeline
Global Customer Success Manager
Hewlett Packard, HP
08.2021 - Current
Consultant for Bank of America
Trend Setters Consulting
09.2019 - 01.2021
Vice President, Team manager, Operations End User Compute
Bank of America
01.2010 - 01.2019
Vice President, Product Management
Bank of America
01.2006 - 01.2010
Consultant for Bank of America
TEKsystems
01.2001 - 01.2006
Sr. System Administrator
Premcor Refining Group
01.1999 - 01.2001
Bachelor of Science (B.S.) - Management Science and Information Systems
Oklahoma State University