Ryan Serrano
Chicago,IL
Summary
Customer-focused professional with 12 years of rich experience in Digital Transformation, Data Center Migration, Change Management, and Agile Project Management in a Big Four milieu. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
STRATEGIC CUSTOMER SUCCESS MANAGER
Neo4j
06.2022 - 12.2022
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played an instrumental role in client satisfaction by working with technical teams for the proper resolution of service issues.
SENIOR CONSULTANT - HUMAN CAPITAL
Deloitte Services LLP
10.2021 - 06.2022
- Oversaw change management efforts to support the implementation of critical initiatives driving technology, process, and culture changes.
- Conducted change impact analyses and assessed change readiness, identifying and managing anticipated resistance
- Led change management efforts for an Azure Cloud transformation project, defining and documenting procedures for change requests and related processes
SENIOR CONSULTANT - DIGITAL TRANSFORMATION
Ernst & Young LLP
08.2019 - 10.2021
- Collaborated and created a comprehensive strategic communications strategy; created content and built transformation program SharePoint site
- Change Lead for the New Ways of Working Initiative seeks to rethink the stakeholder experience by combining traditional and digital engagement to propel us forward in a post-COVID environment
- Designed processes and systems supporting client needs before, during, and after transitions.
SENIOR CONSULTANT - CHANGE MANAGEMENT
Accenture
08.2017 - 08.2019
- Change Management Leader for an International Chemical Corporation. Manager of global change for the merger and acquisition project. Managed a team of six change management resources and coached and inspired the team to produce high-quality deliverables and surpass stakeholder expectations.
- Practitioner of Change Management for Global Tax Preparation Company. Identified, assessed, and developed corporate Oracle HCM installation risk mitigation strategies.
- Developed change and stakeholder engagement strategies, a change network for the upstream distribution centers project, and a unique communication approach employing infographics to engage better stakeholders and leaders, resulting in increased support and participation.
CONSULTANT - PROJECT MANAGER & CHANGE MANAGEMENT
Wipro Consulting
09.2015 - 01.2017
- Global Project Manager for a Retailer of Branded Apparel. Managed a team of four global resources for a worldwide Workday implementation. Responsibilities include supervising Change Management, BRD Development, Testing, and UAT.
- Tracked project progress and updates and monitored deliverables, milestones, and issues for accurate reporting.
- Led change impact assessment to identify more than 200 impacts emerging from contemporary technology and implemented across ten impacted business functions (90 percent of the organization's capital projects).
PROJECT MANAGER / MIGRATION LEAD
EMC Corporation
05.2013 - 08.2015
- Lead for Migration at Royal Bank of Scotland. Provided technical and consultative experience for complicated data center migration consulting solution prospects.
- Collaborated with project managers, consulting staff, and the customer to achieve a seamless implementation and transition from start-up to integration/production mode.
- Applied migration approach throughout each program step; Over 24 one-on-one meetings with application subject-matter experts; Completed data center implementation documentation, status updates, PowerPoint presentations, and presentations at three Table Top events.
Education
Bachelor of Science - Telecommunications - Networks & Communications
DeVry University
10.2003
Skills
- Process Documentation
- Relationship Management
- Business Process Optimization
- Change Management Strategy
- Stakeholder Engagement
- Risk Identification and Mitigation
- Communication Planning and Execution
- Training Program Development and Delivery
- Change Progress Monitoring and Evaluation
- Project Management Methodologies
- PM Software Proficiency
- Data Analysis
- Communication and Interpersonal skills
- Analytical and Problem-Solving skills
- Time Management and Organizational skills
- Risk and Cost Management skills
- Team Leadership
- Dispute Resolution
- Artificial intelligence and Machine Learning algorithms
- Excellent communication and presentation skills
- Experience with cloud computing platforms (AWS, Azure, and Google Cloud)
- Employee Engagement
- Leadership Management
- Change Leadership
- Strategic Vision
Certification
- EMC - Data Center Infrastructure, Virtualization, Cloud, Migration, Storage, Converged Networks
- Mastering Digital Transformation
- Generative AI Google
- ITIL Certification
- Design Thinking - LinkedIn
Timeline
STRATEGIC CUSTOMER SUCCESS MANAGER
Neo4j
06.2022 - 12.2022
SENIOR CONSULTANT - HUMAN CAPITAL
Deloitte Services LLP
10.2021 - 06.2022
SENIOR CONSULTANT - DIGITAL TRANSFORMATION
Ernst & Young LLP
08.2019 - 10.2021
SENIOR CONSULTANT - CHANGE MANAGEMENT
Accenture
08.2017 - 08.2019
CONSULTANT - PROJECT MANAGER & CHANGE MANAGEMENT
Wipro Consulting
09.2015 - 01.2017
PROJECT MANAGER / MIGRATION LEAD
EMC Corporation
05.2013 - 08.2015
Bachelor of Science - Telecommunications - Networks & Communications
DeVry University
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