Ryan G. Nader
Yorktown,VA
Summary
Accomplished Service Delivery Manager and Project Manager with Over 15 years of experience in positions, that incorporate both IT and Project Management. Proficient in creating Project Charters, Project Plans, Work Breakdown Structure with WBS Dictionary, Communication Plan, Risk Management Plan including Risk Register, and Stakeholder Register. Excellent Multitasker; able to efficiently plan and prioritize duties. Strong and decisive leader with extensive experience team-building, delegating, and mentoring. Detailed, comprehensive, and concise communicator while building strong working relationships with customers and coworkers.
Overview
14
14
years of professional experience
Work History
Service Delivery Manager
Inova Solutions DBA Geomant
Charlottesville, VA
02.2011 - 10.2022
- Oversaw all implementation projects for Inova Solutions North American division, which would range from 15 to 20 projects per quarter
- Provided vision and strategy for the delivery team (project managers, implementation engineers, system engineers and manager of client success) to address the Contact Center and Unified Communications services business
- Created documentation, systems and processes to consistently deliver high quality services and enable Inova Solutions resellers to deliver the same high-quality services
- Coordinated with Professional Services, Sales, and Presales to develop an accurate and professional Statement of Work/Project Management Plan
- Responsible for scoping profitable and successful projects
- Effectively balance company and customer interests
- Managed all support between Inova Solutions and customers with active support agreements
Technical Project Manager
- Working as Technical Project Manager for the last 4 years
- Manage 5 to 10 projects at a time and responsible for managing scope, timelines, and budget while ensuring customer satisfaction at all times
- Responsible for long-term, high profile projects with reporting responsibility to C-level executives
- Assist Service Delivery Manager with Project Management Plans and Statement of Work documents for new projects
- Helped modify and create User Guides and Install Guides for proprietary software and helped create a clear implementation process for the Technical Project Management team
- Top performer within the organization
- Ongoing work performance resulted in multiple promotions since starting as entry-level technician.
Help Desk Manager
- Worked as Help Desk Manager for over 2 years while serving as Bug Team Leader
- As Help Desk Manager managed up to six technicians while ensured coverage of all after hours schedules and made sure all customer issues were handled effectively and efficiently
- Helped modify and create User Guides and Install Guides for proprietary software and helped create a clear implementation process for the Technical Project Management team
- Tested and certified Avaya and ININ data sources and other functionality with the Lightlink and Four Winds Software.
Support Tech Analyst
- Worked as a Tier 1 and Tier 2 Support Technician for over 3 years
- Engaged with over 250 of our customers for support issues and established excellent relationships in this time.
Service Technician Supervisor
Adcomm Digitel Sprint / Nextel
Charlottesville, VA
09.2007 - 01.2010
- Supervised all aspects of the service department and service personnel
- Provided unmatched customer service by keeping all customers satisfied and resolving various issues in a timely manner
- Extensive experience and success in sales and management combined with an information systems and technology background
- Accurately ensured all service customer transactions were kept on file and completed in a timely manner.
Education
Masters - Project Management
University of Wisconsin at Platteville
Bachelor of Science - Management Information Systems
Indiana University of Pennsylvania
Skills
- Quality assurance
- Risk mitigation planning
- Documentation Management
- Organization and Time Management
- Microsoft Project Professional, SQL, Microsoft Studio Manager, Salesforce, WinSQL, Microsoft Office including Access and Front Page, Visual Basic, Networking, Knowledgeable in HTML5, Java Script, XML, and CSS
Timeline
Service Delivery Manager
Inova Solutions DBA Geomant
02.2011 - 10.2022
Service Technician Supervisor
Adcomm Digitel Sprint / Nextel
09.2007 - 01.2010
Technical Project Manager
Help Desk Manager
Support Tech Analyst
Masters - Project Management
University of Wisconsin at Platteville
Bachelor of Science - Management Information Systems
Indiana University of Pennsylvania