Chris Coleman Email & Phone Number

Lisle, IL, US

Management of a portfolio of IT projects with primary focus on Systems supporting the core North America business for Truck, Parts and Customer Service Operations. Additional focus: Dealer facing web based applications used to run the business in the Sales, Parts, Service, and Warranty areas.

Lisle, IL, US

Management of a portfolio of IT projects with primary focus on Systems supporting the core North America business for Truck, Parts and Customer Service Operations. Additional focus: Dealer facing web based applications used to run the business in the Sales, Parts, Service, and Warranty areas.

Lisle, IL, US

Management of a portfolio of projects supporting the NC2 joint venture. Primary focus: Dealer facing web based applications which are used to run the business.

US

• Attracted new clients and retained/managed existing relationships through proposal development, business analysis and requirements gathering for C-level executives. Monitored and controlled full lifecycle of projects.
• Helped define the product strategy for a client’s startup by developing business and product requirements. Handled project planning/delivery of two distinct websites (Business-to-Business, and Business-to-Consumer.).
• Long term project to develop a custom slim-device with a touch screen interface. Defined product requirements & development roadmap for UI, content management, and administration backend. Researched market and.
• Assessment & documentation of functional requirements for 2 electronic medical records (EMR) websites, which prompted a proposal to move client’s technology from 3rd party servers to an in-house solution in order.
• Project requirements/planning to determine vision for website redesign. Delivered a hybrid corporate & consumer website tailored to client’s business needs.
• Developed and nurtured successful relationships with technology vendors / partners, negotiating lower rates through the selection process.

US

• Facilitated the iterative development process for flagship web portal product. Worked with internal teams and external technology partners to implement changes as the product evolved.
• Surveyed client community for new feature requests/deficiencies. Analyzed use cases and presented prioritized proposals to cross-functional business teams & audiences.
• Worked with certification group to update product with industry best practices as they evolved.
• Ensured quality control during deployment of new versions and patches, and was direct point of contact for key client accounts

US

• Engaged multiple clients simultaneously, delivering detailed results under strict deadlines. Interfaced with customer liaisons to implement changes and ensure satisfaction.
• Developed Subject Matter Expertise by becoming a certified BMC Service Desk (Magic TSD) consultant.
• Delivered high levels of client service, leading to repeat and/or extended engagements.
• Implemented process optimizations during a consolidation that assisted in improving First Contact Resolution rates to 73%, helping to decrease cost per contact by 33%.
• Repositioned profitability by interfacing with legacy systems rather than performing full-platform conversions.
• Enabled clients to be more efficient by implementing automation technologies, such as password reset portals.

US

• Managed multiple specialized teams in a 24x7 knowledge center environment providing support for 3000+ customers. Analyzed SLAs and reported to the Director of Operations.
• Zavata ‘Professional of the Year’ Nominee (2000)
• Revised issue management processes at a key government account, insuring maximum efficiency and ROI.
• Enhanced customer support processes, increasing support knowledge.
• Documented account standards & new processes for server farm migration.

• Absorbed and adopted branding philosophies and company culture best practices.
• Analyzed market research and data collected on projects to increase efficiency.
• Assisted in developing timelines & milestones for syndicated studies targeting the utilities industry.
• Collaborated with consultants to create a tracking system for project expenses, streamlining the expense report/invoice process.
• Customized/maintained a software accounting system for payables/receivables. Maintained Access databases, resolved hardware/software issues, and trained staff as new software was rolled out.

• Key in driving Buckhead Gourmet from a small startup with 8 employees, to being the largest non-franchise food delivery service in Atlanta, with over 40 employees.
• Targeted direct-marketing campaigns which increased sales to over $1.1M, a 500% increase.
• Created corporate account incentives that increased daily volume purchases by 20%.
• Handled IT support functions for all networked computers.