SUMARA WHITE
Solutions Consultant/Customer Success
Atlanta,GA
Summary
Enthusiastic forward thinking Customer Success professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention, utilization and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
27
27
years of professional experience
3
3
Certifications
Work History
Cloud Customer Experience Solutions Consultant/TAM
Google
Atlanta, GA
02.2022 - Current
- Mitigated obstacles efficiently to improve overall customer satisfaction ratings.
- Spearheaded corrective action initiatives to resolve root causes.
- Provided technical guidance and managed timelines, milestones, migration goals and business transformation strategies.
- Developed strategic relationships with key stakeholders to understand customers business and develop strategic roadmaps
- Developed best practices and assess based on learnings from customer engagements to support initiatives to scale through partners and accelerate Google Cloud adoption
- Was the voice of the customer to internal Google
- Found programs and resources that transformed customers cloud strategy
- Performed Cloud Maturity Assessments and Learning Plans
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Met or surpassed renewal rates and upgrade goals.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Provided business, technical and product knowledge in support of post-sales activities.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Created and maintained comprehensive customer success documentation for internal and external use.
- TAM Award 2022
Solutions Consultant/Program Manager
Chenega Systems
Macon, GA
03.2020 - 02.2022
- Participated in team-based assessments to ascertain DevOps goals.
- Created conceptual, logical and physical solution models for use in different business areas.
- Conferred with vendors to obtain direction on hardware or software solutions that were geared toward a cloud first strategy
- Defined technical integration strategy and developed integration plans.
- Reviewed and authored NIST-800 standards
- Sent compliance reports to DoD liaison
- Led cross-functional teams in systems integration projects.
- Collaborated with cross teams to discuss new DevOps solutions opportunities that align with "Modernization as a Service"
- Recognized by management for providing exceptional customer service.
- Setup Confluence for documentation and "how to's" to be leveraged across business units
- Designed collaboration website MaasNet to be utilized across business units.
- Facilitated daily scrum calls
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Technical Account Manager
VMware
Atlanta, GA
09.2018 - 03.2020
- Confer with customers and engineers to assess support needs, and determine business use case requirements to share with support teams, engineering and R&D
- Develop support plans to minimize TTR based on support trends, support history, and customer wish lists
- Proactively escalate customer issues and work with internal teams to assign appropriate priority
- Facilitate customer environment focused train the trainer programs for Technical Support Engineers and Subject Matter Experts
- Identify solutions and customer roadmap ventures to share and collaborate with different pre/post sales teams
- Recommend improvements to customers and internal teams and demonstrate potential process improvements.
- Planned various product configurations to meet diverse customer needs.
- Provided training and product support for other members of internal teams.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
Consultant
Bluetheory, Inc
Atlanta, GA
08.2017 - 09.2018
- Consulted around Microservices strategies and other DevOps framework
- Provided education around monolithic applications and turning them into smaller usable/reusable components.
- Demonstrated how to consume, manage and monetize those apis internally and externally to their organization
- Cooperated with other project partners to develop system analysis and new infrastructure design based on client needs.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement microservices
Technical Specialist Hybrid Cloud
IBM
Atlanta, GA
09.2015 - 07.2017
- Drive customer solutions around integrating Systems z in Hybrid Cloud architectures.
- Drive solutions for Communication/Computer Service Integrator customers relating to z integration for agility around SaaS solutions with solutions such as API Management.
- Drive education, proof of concepts, proof of technology engagements for z System customers around hybrid cloud and API Management.
- Drive API workshops and cloud related solution workshops around microservices concepts and DevOps framework methodologies
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Delivered technical presentations matching audience level of expertise to explain products and services to customers.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Organized product demonstrations and trial installations of equipment to promote products.
Strategic Alliance Manager/Senior Customer Success Manager
SOTI, INC
Atlanta, GA
09.2012 - 09.2015
- Success Manager owning the technical problem and coordinating Support, Product and QA teams until resolution
- Knowledge transfer with accounts, resellers, and carriers, on how it can also help drive their business as well.
- Facilittated Technical Demonstrations at Conferences, and to Channel Partners.
- Performed pricing negotiations for key deals with key partners such as T-Mobile
- Facilitated MobiControl certification of devices from carriers and reseller
- Successfully led SOTI/T-Mobile partnership which resulted in adoption of Soti Mobicontrol in T-Mobile Managed Services initiative company wide.
- Planned and executed T-Mobile/SOTI partnership around managed services ecosystem delivery for T-Mobile business customers
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Evangelized utilization of MobiControl product leading to adoption of solution to all of T-Mobiile business customers
Presales Engineer
T-MOBILE USA
Birmingham, AL
09.2011 - 11.2012
- Provided technical consultant support to T-Mobile's B2B Sales teams and customers.
- Delivered technical presentations to senior level management.
- Architected customer solutions that utilize T-Mobile's network.
- Prepared and present technical presentations and road maps.
- Technical liaison between Partner channels, RF Engineering, Product team and sales teams.
- Trained sales teams on technical solutions and wireless data products.
- Conveyed technical concepts to customers and sales teams in a non-technical way Supports customer pilots.
Network Engineer/Acting IT Director
PARDONS AND PAROLE
MONTGOMERY, AL
06.2006 - 10.2011
- Provide Technical Support for Servers.
- Liaison between Pardons and Parole and other IT entities within Law Enforcement IT/Security environment.
- Implemented and supported various Microsoft Platforms (Exchange, SMS, SQL).
- Support Hardware which includes SAN Support EmC/DELL SAN Solutions.
- Project Planning, Implementation of IT related Solutions.
Network Engineer
DEPT OF TRANSPORTATION
MONTGOMERY, AL
03.2005 - 07.2006
- Microsoft Exchange support for DOT.
- Implemented and supported various Microsoft products to include Terminal Server, Virtual Server 2005, Cluster support.
- Coordinate and engage cross functional teams to obtain IT objectives of the GIS Group.
- Liaison between Networking group and the GIS group.
Exchange Engineer
SUNTRUST BANK INC
Atlanta, Georgia
03.2001 - 08.2004
- Responsible for migrating 30,000 users from GroupWise to Exchange.
- Responsible for designing and implementing Exchange into SunTrust environment.
- Provided 4th level support for Exchange related problems.
- Responsible for training and knowledge transfer to 2 & 3rd level support.
- Designed and implemented Enterprise NetIQ architecture to provide proactive monitoring, trend analysis, historical reporting, etc.
- for all Exchange servers.
- Blackberry Enterprise Admin.
- Documented Exchange Environment and training materials for lower level support.
Pre-Sales Engineer
MICROSOFT CORPORATION
Fort Lauderdale, FL
02.2000 - 03.2001
- Evangelized Microsoft Products and strategies and provided pre/post technical architectural support of large-scale solutions at strategic enterprise accounts.
- Built and maintained technical relationships between Microsoft and key technical personnel within assigned accounts, government integrators and Microsoft partners and used my technical knowledge and skills to influence these decision makers.
- Coordinated and engaged cross-functional teams to complete project plans, schedules and test plans Utilized extensive implementation and architecture experiences to develop best practice integration and deployment strategies and designs.
- Communicated Microsoft Product Roadmap and Next Generation Strategies to existing and prospective customer base.
- Collaborated with clients to establish technical training requirements to include various Back office products (Exchange 2000, Windows 2000 Server, Active Directory) Created technical manuals and documents based on established training requirements.
- Contributed additional revenue to sales plans through resale opportunities.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
Systems Engineer
DELTA TECHNOLOGY/Delta Air Lines
Hapeville, Georgia
03.1998 - 02.2000
- Responsible for supporting and monitoring a 40,000 seat Exchange environment.
- Migrating the other 30,000 user form CC:Mail, MS Mail and TAO Responsible for the daily, weekly and monthly.
- maintenance of Exchange in the Delta environment Documented Daily Procedures for maintaining Exchange.
- Environment Documented Training Materials for 2nd level Support.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Created flowcharts, diagrams and other documentation.
Systems Engineer
BMC SOLUTIONS
Kennesaw, GA
03.1997 - 03.1998
- Responsible for designing, implementing and supporting NT and Exchange Environments for clients.
- Provided strategic technical direction for Project Managers at BMC.
- Provided pre and post technical support for clients.
- Provided knowledge transfer to clients by documenting processes.
Technical Analyst
NCR CORPORATION
Norcross, GA
07.1995 - 03.1997
- Provided 2nd level NT support to Fortune 500 companies.
- Provided 2nd level support for System and Field Engineers on hardware and software issues as it related to NCR hardware.
- Assisted internal customers with hardware configurations of NCR equipment.
Education
BUSINESS ADMINSTRATION WITH CONCENTRATION IN COMPUTER INFORMATION SYSTEMS
ALABAMA STATE UNIVERSITY
Skills
Strategic Planning
Mobility Solutions/StrategyIaaSDevOps (CI/CD, Infrastructure)Project ManagementNIST 800-171Scrum/AgileLarge Infrastructure ImplementationsVMware Products/VirtualizationDELL/EMC SANCyberSecurityVulnerability AssessmentCloud Maturity assessment
API ManagementContainersHybrid Cloud StrategyOffice 365Asana/Monday/Smartsheets
Change ManagementCustomer SuccessZeroTrustMicrosoft Exchange 55 - 2010Active DirectoryWindows Server 2000 - 2008Consulting ExperienceMicroservicesPaaSPre-SalesSaaSCustomer Relations
Cultural Awareness
Training and Development
Business Development
Key accounts development
Enterprise Endpoint Management
Affiliations
- Member, Small Business Association (2008 - present)
- Member, Alumni Association
- Vice President of Education Toastmasters VMware Atlanta Chapter
- Nominated for Mentor program at VMware
- Member Blacks at VMware POD for Diversity & Inclusion
- Nominated to represent VMware at AfroTech
- Nominated to participate in VMware Leadership of Color initiative
Accomplishments
- Strategy and Planning Established a strong partner relationship with T-Mobile and SOTI, Facilitated negotiations where SOTI's MobiControl is a line item on a T-Mobile B2B bill in a total Managed Service Solution for mobile devices.
- Was a part of an invitation only interview of Strategic T-Mobile partnership at HIMSS.
- Spokesperson on behalf of SOTI in a small selection of partners to talk to SOTI's partnership with T-Mobile and how the partnership has impacted T-Mobile's customers in the Medical vertical.
- Worked with Marketing, Sales Team, Implementation teams within T-Mobile to produce Go To Market Strategies very instrumental in MobiControl penetration throughout all B2B segments within T-Mobile The key person that partnered with Logical Choice in the Education space to implement SOTI MobiControl as part of their total Managed Solutions for classrooms.
- Consistently maintained high customer satisfaction ratings.
- Received Google TAM awarded 2022 for proactively removing cloud blockers that saved the project timeline and saved the customer millions
Certification
VCP-DW 2019
Timeline
Cloud Customer Experience Solutions Consultant/TAM
Google
02.2022 - Current
Solutions Consultant/Program Manager
Chenega Systems
03.2020 - 02.2022
Technical Account Manager
VMware
09.2018 - 03.2020
Consultant
Bluetheory, Inc
08.2017 - 09.2018
Technical Specialist Hybrid Cloud
IBM
09.2015 - 07.2017
Strategic Alliance Manager/Senior Customer Success Manager
SOTI, INC
09.2012 - 09.2015
Presales Engineer
T-MOBILE USA
09.2011 - 11.2012
Network Engineer/Acting IT Director
PARDONS AND PAROLE
06.2006 - 10.2011
Network Engineer
DEPT OF TRANSPORTATION
03.2005 - 07.2006
Exchange Engineer
SUNTRUST BANK INC
03.2001 - 08.2004
Pre-Sales Engineer
MICROSOFT CORPORATION
02.2000 - 03.2001
Systems Engineer
DELTA TECHNOLOGY/Delta Air Lines
03.1998 - 02.2000
Systems Engineer
BMC SOLUTIONS
03.1997 - 03.1998
Technical Analyst
NCR CORPORATION
07.1995 - 03.1997
BUSINESS ADMINSTRATION WITH CONCENTRATION IN COMPUTER INFORMATION SYSTEMS
ALABAMA STATE UNIVERSITY