Joe Grant Email and Phone Number

• Dell Technology Customer Advocate for large Complex Deals to align internal stakeholders, deliver an excellent customer experience, exceed customer expectations, drive faster time to value, and achieve customer outcomes.• Lead Dell's Customer Advocacy Emerging Technology Portfolio ($1.4B) which include Gen AI, Cyber, Telco, and Apex aaS complex engagements, drive continuous improvement; enhance service delivery/customer lifecycle for large complex deals; mitigate risk; and deliver One Dell experience to our customers.• Identify, develop and implement customer centric strategies that will lead to improved CSAT and highly profitable engagements for Dell Technologies.• Implement Practical CSM framework for Customer Advocacy organization.• Lead special highly complex projects and programs for Dell Sr. Leadership.

• Reported to the CEO and collaborated with the leadership team to help understand and define business problems impacting C&T clients. Helped build a professional services team, drive revenues/profits, and achieve the overall strategic goals and objectives.• Developed and executed strategies to deliver a consistent and remarkable experience for every client engagement.

• Reporting to the CEO, designed and implemented processes and procedures to streamline and standardize operations for DynTek’s national professional services organization. • Collaborated closely with the leadership team to ensure DynTek was making informed data driven business decisions related to process improvement; risk management; project estimating, costing, and pricing; profitability, quality control; customer experience; third‐party resourcing; and internal resource utilization. • Authored national standard operating procedures and guidelines for DynTek professional services.• Implemented strategies to increase professional service profit margins from 16% to 40% on a national level.• Managed relationships with staffing firms to procure resources for professional service and staff augmentation engagements.• Presented to c-level executives for high-profile projects to articulate and reinforce the value proposition.

• PMO Management – Was responsible for setting the vision for the PMO, overseeing the project portfolio, leading a team of project managers, developing the project delivery methodology, mentoring project managers, addressing project escalations, implementing continuous improvement strategies, ensuring on-time and on budget delivery, maximizing profit, and ensuring that DynTek is delivering an excellent customer experience for every client.• Service Delivery Oversight – Management and operational oversight of project/service delivery for all core DynTek consulting practices - Managed Services, Security, Data Center Infrastructure, Microsoft, Storage & Virtualization, and End-Point Computing. • Developed and managed standard operating procedures for service delivery.• Working with strategic vendors and partners, leveraged and developed new business strategies to enhance the value proposition and overall client experience.• Leading cross-functional team members, developed a new strategic multi-million-dollar business practice for DynTek - 24/7/365 Security Operations Center.• Managed Services - Operational and senior management oversight for Manage Services and DynTek’s 24/7/365 Security Operations Center.• Developed and refined the SOW creation and delivery process. Implemented continuous improvement strategies to reduce risk and maximize profit.• Strategic operational and financial analysis to improve delivery processes to maximize productivity and profitability.• Engaged in presales/sales activities including the development and presentation of SOWs to c-level executives. Direct responsibility for closing millions of dollars in strategic IT initiatives and opportunities.

• Collaborated across IT practices and job functions – sales, operations, leadership, service delivery, project man-agement, customer service, finance, etc. to deliver an amazing experience to DynTek clients.• Managed large multi-practice projects/programs (scope, budget, and timeline) for DynTek’s largest clients – implementing DynTek solutions to solve customer problems.• Collaborated with partner vendors (McAfee, Cisco, Microsoft, Citrix) adding value to the client experience.• Managed client escalations and change control processes.• Developed and delivered presentations to prospect customers – helping close millions of dollars in new and repeat business.• Mentored and inspired project managers and IT consultants to be more effective DynTek team members. • Managed multi-cultural resources and cross-functional teams.• Educated stakeholders on the value of professional project management services.• Facilitated continuous process improvement to eliminate inefficiencies and improve the DynTek client experience.• Created, reviewed, and approved all DynTek SOWs to mitigate risk for DynTek and increase project profitability.• Delivered on the DynTek value proposition working closely with stakeholders from C-level to the front line. • Member of the DynTek strategic planning committee aligning DynTek strategies with the vision and mission.• Collaborated with the team and authored an SOP for the DynTek service delivery process.• Developed the DynTek PMO framework.

• Sr. Project Manager for Governor Andrew Cuomo’s Path Through History high-profile project – an interactive web-site highlighting historic destinations throughout New York State.• Managed Oracle resources to develop a strategic web app using Web Center Sites CMS on Exadata/Exalogic infrastructure.• Project Manager for $1.5 million-dollar implementation of Intelligrants application to support $7 billion in storm recovery grant fund distribution.• PM for the ITS network consolidation project within the uniteNY program.

* PM for replacement of RSMeans legacy order management system (Pegasus); analyzing prospect vendors, working with various stakeholders, conducting planning workshops, negotiating costs, and working with the business to agree on scope and business requirements that will feed into the final execution plan.* PM for development and implementation of $200k XpertHR online sales website and back office Integration.* PM for $200k audit and implementation of PCI credit card security standards for U.S. businesses.* PM for implementation of CCS 4.5, a global credit card service for RS Means/RCD U.S.* PM for $1.2 million implementation of U.S. ad sales management system for Variety publication.* PM consultation for U.S. implementation of million-dollar PeopleHub project – a global PeopleSoft HR web portal* PM for million-dollar divestment transition of JCK online.

* PM recruited to fix a $2 million failing order management project saving company over $500k in potential penalty, legal, and contractual fees; conducted search analysis for vendor replacement.* PM for migration of over 28 publication websites to a standardized platform and design.* Sr. PM for development of an aggregated Monthly Advertising Activity Report / Web Analytics.* Sr. PM for email service provider upgrade.

Online instructor for ASAE management courses – topics and titles included: The Compelling Leader; CEO Dialogue, Project Management, Membership Bootcamp, Advanced Membership, and Professional Development Management

Project managed the AMS (Association Management System) analysis and selection process for itSMF.* Gathered and documented user requirements through interviews and surveys.* Developed and managed the vendor RFP process.* Analyzed vendor RFPs and created a comparison matrix for the project team.* Solicited and documented requirements and use cases.* Managed virtual project team members.* Communicated with the project team through weekly status reports and conference calls.* Facilitated virtual software demos with the project team.

Independent consultant managing medium and large strategic business and IT projects.* Project Manager for $1 million iMIS implementation – a membership CRM software product for nonprofit organizations* Facilitated the strategic planning process for non-profit and for-profit organizations.

Project managed CRCA’s strategic planning project* Worked with client to document project scope document.* Assembled and managed a virtual project team.* Developed and managed the project schedule.* Gathered and documented stakeholder feedback through interviews and surveys.* Conducted stakeholder analysis.* Analyzed competitors and presented findings.* Facilitated a SWOT Analysis* Facilitated the strategic planning retreat to narrow down the organization’s priorities.* Authored and presented the final strategic plan and action plan approved by the Board of Directors.

Project managed TCIA’s Association Management System (CRM) analysis, selection and implementation* Managed the RFP process for the selection of TCIA's membership application platform.* Gathered and documented user requirements through interviews and surveys.* Documented user requirements and use cases.* Developed specifications and scope document.* Analyzed and documented business rules and processes.* Analyzed and managed project risks.* Managed cross functional team members.* Managed virtual and international team resources – programmers, report writers, web designers.* Coordinated system training.* Managed and tracked issues to coordinate resolution.* Negotiated final contract and pricing terms.* Managed project costs from initiation through project closing.

Provided executive oversight for association departments and programs.- Membership (Trade Association: 2000+ members)- Meetings (EXPO and Business Conference)- Products & Product Development- Marketing Management- Information Technology* Responsible for $2 million budget and six senior staff.* Aligned resources for membership, meetings, product development, and marketing to effectively communicate the value proposition to current and future customers.* Served as project manager and developed a successful marketing campaign for prestigious international business conference breaking a 16-year record for meeting revenue and attendance.* Facilitated the integration of marketing resources to enhance the customer experience while exceeding the organization’s strategic goals and objectives.* Provided business analysis and consultation to CEOs and executives of multi-million dollar companies

Management oversight for the membership department to effectively communicate the value of membership to current and future customers* Reversed a four-year trend of net losses in less than a month.* Modified the membership messaging to effectively communicate the benefits and value proposition.* Managed and mentored the membership team.* Streamlined business processes to better serve members and increase staff productivity.* Provided business coaching to CEOs and executives throughout the US.* Authored white papers for expanding into new markets and developing new pricing strategies.

Marketing and Business Strategy Consulting to Non Profit and For Profit Companies.Provided business consulting services during final semester in graduate school * Project manager for small to medium marketing / branding projects* Developed a strategic plan for the Capital Region Center for Economic Growth

Management oversight for the NYSFDA's for-profit subsidiary . Functions included:* Managed operations for trust fund generating $2 million dollars in revenue annually.* Developed non-dues programs and new revenue generating programs.* Managed the marketing and communications for the trust fund program.* Integrated services and value with membership and other departments.* Generated over $250 million growth over over a five-year period.* Managed the development and deployment of a custom $100,000 trust management software. * Managed the electronic tax filings to the IRS and mailings for over 60,000 trust accountholders.* Managed a $300 million trust fund with over 500 business clients and 60,000 accountholders.* Developed systems and processes to increase quality, consistency, and efficiency of trust operations.* Supervised and mentored five full-time trust administrators.* Managed the development of an integrated online account management portal.* Analyzed and presented trend analysis to program trustees and board of directors