Alan Goldstein Email & Phone Number

Richmond, VA, US

Charlotte, North Carolina, United States

• Customer Success management of ongoing oversight for client roadmaps, license renewal to overall maximizing the value they get from NH360 Enterprise Connect Software and Services
• Strategy/Innovation around new functionality and competitive advantage for NH360 Enterprise Connect
• Building detailed Business Requirements to enable the Enterprise Connect Strategy and address software gaps and bugs
• Management of Customer Account growth
• Working with Development team to provide User Acceptance Testing as the final line of testingprior to Production Release
• Creation of new Datasets for Customers and internal use as well as configuration of those datasetsas needed. Includes: meta-models, reference content, client training, and Business/EnterpriseArchitecture practice setup

New York, United States

• Work with Account Executives to teach and develop Best Practices and how to best work with potential customers to show value/ROI throughout Sales Process
• Present to and work with Sales team and customer to walk through the sales cycle, presenting methodology around goals, and roadmap
• Running project to look at current Proof of Concept/Proof of Value recommendations and improvements
• Provided feedback and support for Professional Services product development for future customer facing packages

United States

• Lead team of 8 Sr Consultants & Consultants and individually run implementations which include Technical Implementations (SaaS), Technical Support, Training, and Best Practices around methodology to effectively grow.
• Present to and work with Sales team and customer to walk through the sales cycle, presenting methodology around Services, goals, and roadmap
• Manage customer requirements and expectations to ensure customer engagement success by ensuring effective execution of key performance indicators (KPI’s) through collaboration
• Owner of Professional Services goals towards financial and operational metrics, including services bookings, revenue, utilization, time to value and adoption (consistent growth of NA Services sales 100%+ Quarter over.
• Build and support Professional Services team through coaching and mentoring

Austin, Texas

• Lead Global Customers in the startup and enhancement of Enterprise Architecture process and analytics supporting IT and Business
• Develop and train clients on best practices related to Enterprise Architecture, Business Capabilities, and Value Stream Processes for the continuous improvement within IT and Business
• Consulted with Global clients around the reduction and analytics of Risk Management related to GDPR
• Support SaaS and On-Premise customers around implementation and use of Troux/Planview within organization as well as integration with other internal data

Mclean, VA

• Consulted with TSA leading development of process improvement initiatives at multiple airports nationwide
• Lead internal Process Improvement projects at TSA Headquarters within HR
• Developed sections of TSA internal Six Sigma Training

Milwaukee, Wisconsin Area

• Implemented future Support Management Process for Centralized Global Contact Centre
• Facilitated Kaizen to design future End-to-End Global Support Processes for Manila Contact Centre (This Kaizen resulted in the reduction from 24 separate account processes to one Global process around Reactive Service.
• Led multiple HR Workshops around Process Design for HR Processes in UK which led to reduction in sourcing/hiring times by over 50%
• Built and implemented Global Scorecard for GWK Contact Centre in order to measure/validate KPI’s for Continuous Improvement
• Involved as Subject Matter Expert for LEAN Process Design at Transition Workshop around Global Sourcing in UK

Portland, Oregon Area

• Support of Champions to include: Process Improvement Methodology, Mistake-Proofing, Installation Issues, Deployment Issues, Process Flow Diagramming & Simulation Questions
• Responsible for the training and consulting around Process, BPMN, and VSM methodology’s (including Design Of Experiments using MiniTab and JMP)
• Led Kaizen’s for DMAIC/DFSS projects within multiple industries: DoD, Financial, Pharmaceutical, Healthcare, Education, Government, Telephony, IT, Consulting (Private & Government), and Manufacturing.
• Liaison with Champions to build and install Enterprise Client Server environments on both SQL and Oracle servers
• Lead SAP implementations and software deployment
• Lead for multiple, award winning Process Improvement projects within the Department of Defense

Richmond, Virginia Area

• Manage Risk Management team of 3 associates
• Responsible for Compliance / Risk Management processes across Upmarket Customer Management
• Lead for Six Sigma Project looking at Quality/Controls
• Responsible for ensuring compliance with all appropriate regulations, corporate policies, and standards
• Champion for appropriate risk controls within business processes
• Developed Monitoring around business process and operational risks

Richmond, Virginia Area

• Documented Event Management Process
• Led development Enterprise Risk Management (ERM) Process and tool Metrics
• Development of overall “Process Health” reporting in Quality, Timeliness, Completeness metrics
• Creation of overall Operational Risk Management diagram
• Involved in the development of Six Sigma Job Aids for Green Belt Training

Richmond, Virginia Area

• Lead for LEAN Sigma project for IT Operations Process BPR (Business Process Reengineering) Program **2006 Process Engineering Silver Award Winner**
• Developed and Lead for Peregrine User Group
• Process Engineer for the outsourcing effort with TSYS and IBM.
• Process SME involved in Unisys and IBM Sourcing efforts helping with process design between Capital One and Unisys/IBM in multiple areas of IT.
• Facilitated training for all IT Support Groups on Peregrine Solution (Both Web and Java Client tools)
• Lead and designer of “LEAN Sigma” effort for all of Capital One IT

Richmond, Virginia Area

• Lead for the Deployment Track, in the HP Service Desk Project, to implement Change and Configuration Management tools into HP Service Desk
• Designed and Led development of training for the implementation of HP Service Desk, including training classes and interactive CBT development.
• Worked to update Config. Management Processes and Procedures for migration from Domino to HP Service Desk
• Member of the Process, Training, Requirements, Testing, Design & Development, and Project Management teams for the HP Service Desk Project
• Initialized the set-up of the DMZ in order to have WIPRO consulting work off-shore on testing (First group at Capital One to use WIPRO resources off-shore)
• Lead for Production Assurance Certification (PAC) Migration Project

Richmond, Virginia Area

• Clarify Program Manager
• Set-up a web-based incident ticket entry system to integrate with Clarify Application
• Ran Clarify Steering Committee consisting of decision-makers for the Clarify Application
• Led the requirements gathering effort to choose a new tool that would combine Capital One’s Configuration, Change, Incident, and Problem Management processes.
• Owner for all of the Domino Applications consisting of: 3 Work-order systems, Change Control system, PAC (Production Assurance Certification) system, Athena (Emergency Contact system)
• Led the Clarify User Group which consisted of representatives from each of the workgroups using the Clarify Application.

Richmond, Virginia Area

• Representative for Service Center/Incident Management on multiple projects• Clarify Program Manager• Lead the Clarify User Group which consisted of representatives from each of the workgroups using the Clarify Application.• Designed and Managed the Ticket Closure Process (TCP) project which innovated the process in which support groups worked to resolve.

Richmond, Virginia Area

• Find candidates through direct cold calls, Internet, recruitment of competition, newsgroups, job fairs, vendors, internal employees, employee referrals, and search firms.• Set-up sourcing strategies looking at various ways to source per position/track.• Responsible for multiple large projects including AIRS Training, Sell Points, Outplacement Job Fairs.

Dulles, VA Area

• Find candidates through direct cold calls, Internet, recruitment of competition, newsgroups, job fairs, vendors and search firms.• Responsible for the full life cycle of recruiting. This includes sourcing, interviewing, setting up technical interviews, and collaborating with the client and sales managers to find the perfect candidate for the job.•.

Richmond, Virginia Area

• Find candidates through direct cold calls, Internet, recruitment of competition, newsgroups, job fairs, vendors and search firms.• Responsible for the full life cycle of recruiting. This includes sourcing, interviewing, working with senior consultants in setting up technical interviews, and collaborating with the client and senior managers to find the.

Richmond, Virginia Area

• Consistently #1 in overall computer sales since December 1997• Consistently #1 in total volume of sales since December 1997• Designed business solutions for many small to medium size businesses consisting of peer-to-peer networking and client server LAN’s• Consistently #1 in extended service protection sales from December 1997 to December 1998• Top 10.

Richmond, Virginia Area

• For 1996, after 10 months, ranked #3 overall, and #2 in sales volume for entire country (Overall rankings based on the categories of: sales volume, Open Box Sales, sales margin, and Computer Service Policy Sales)• Consistently top 10 percent in total volume sales for central division since February 1996• Consistently #1 in overall computer sales in store.