John Usher Email & Phone Number

South Jordan, Ut, Us

Mclean, Virginia, Us

San Jose, California, Us

Promoted to lead additional global team of 5 technical trainers.• Improved scheduling to provide higher efficiency and utilization• Developed reporting to provide impact and discounting visibility• Created a request form to streamline ad-hoc training requests

San Jose, California, Us

Quickly promoted to Sr Manager after successful rollout of new RFP processes aligned with Sales needs.• RFPIO relaunch after complete review of content• Responsible for knowledge management function• Implemented new role and process for responding to security questionnaires• Developed best practice guides for Sales on proposal topics• Trained global Sales Engineers (SE) on knowledge management system (RFPIO) including best practice

San Jose, California, Us

Brought on to turn around and expand small RFP Proposal Management team responsible for over 100 RFPs and 150 security questionnaires per year. • Quickly assessed people, processes, and tools for quick wins • Hired new talent• Using APMP best practices, developed and launched a new process • Developed full and self-service models of RFP support for Sales including enablement assets• Improved team morale and skills• Championed and invested in APMP certification for the entire team

Reading, England, Gb

Served on the board of the APMP UK chapter of APMP international as Chief Development officer in charge of a group of volunteers. Improved the implementation of a UK government apprenticeship programme working with partner organisations who deliver the training and assessment.Also managed the country-wide mentoring programme for members. Attended board meetings and supported the annual member conference and developed the training and development day at the conference.

Boca Raton, Florida, Us

Managed global team of Proposal Managers working on 20-30 RFPs concurrently. • Developed new processes and Sales training to ensure high-quality RFP responses• Implemented RFPIO for proposal development and knowledge management• Ensured the team was 100% APMP certified and maintained their skills• Coach and guided Sales on complex bid strategy• Worked directly with Client Procurement teams to influence RFP development• Trained the organisation on writing skills• Introduced bid scoring to quantify the probability of winning • Promoted to Director in 2019

Boca Raton, Florida, Us

Quota-carrying sales role where I developed key sales. • Developed skills in sales strategy, and execution• Worked directly with clients to get value from implementations and expand sales• Closed several key deals in a market that is slow to change• Developed first version of RFP response process to address increase in number of RFPs• Developed key reports and metrics to visualise whitespace and renewal timings for multiyear contracts

Built new implementation team in Indianapolis, IN for Blackboard's Mobile Central product to better serve clients on the east coast and Europe. • Built culture that connected the team to very different culture of the Development and Management teams in San Francisco• Coordinated activities across remote teams• Developed custom configurations of IOS and Android apps

• Developed program to identify clients who needed additional support using analytics• Ensured successful relationships between Blackboard and its strategic clients• Proactively engaged clients to prevent issues by assessing client needs and providing access to resources• Managed client dissatisfaction issues

ANGEL Learning Inc was acquired by Blackboard Inc. Led an understaffed and hesitant team through the changes brought about by the merger while maintaining customer service SLAs. Faced complex staffing issues and additional new staff.Selected Contributions:Managed a successful back-to-school peak period with a peak inflow of 2253 tickets per month.Member of cross-functional strategic and tactical teams that were essential to the success of the merger.Developed metrics to manage the team.Developed 2010 goals, training plan and MBOs for the team using SMART criteria.Developed new processes as required to operate in a larger corporate environment.Go-to person for assisting others with the navigation of larger corporate structures and systems.Assigned to manage escalated issues with strategic customers. Successfully managed the situations and maintained customer relationships. Customers then renewed their contracts.Create documentation and approve KB articles for publication.Built safe trusting, and respectful team.

Us

Promoted to and was part of the team tasked with creating a new support model that supports our increasing customer demands as we moved from a start-up to a successful mid-size organisation. Built a dynamic team that supported our most demanding customers after the launch of the new model. Met regularly with other engagement managers to quickly learn from others' successes and failures.Selected Contributions:Member of core team that devised and implemented a complete support restructuring.Directly responsible for all aspects of customer satisfaction and relationship for the northeast region.Handled escalated customer issues and partnered with all levels within customer organisations.

Us

Top performing analyst, solving over 2500 tickets. Managed escalated customer issues requiring daily status calls using my talent for explaining technical information in clear, understandable terms to all levels of an organisation. Wrote technical documentation for both internal and external customers. Provide key technical implementation services to allow for a successful launch that would have sustainable results. Selected Contributions:Member of several cross-functional teams with diverse focuses.Developed methodology for troubleshooting complex application performance issues.Excellent at seeing the big picture and how technologies interact to form an enterprise solution.In-depth SQL and IIS troubleshooting

In charge of a small team that supported local business networks. Advised clients on technical issues and presented comprehensive plans for upgrades based on business requirements.Selected Contributions:Implemented multi-site active directory domain and exchange system for local business

Keene, Nh, Us

Managed and maintained network infrastructure including: Cisco routers, switches, firewalls and IDS, enterprise application servers, infrastructure servers and wireless networks for over 23 sites nationwide. C&S Wholesale is the second largest food distributor in the U.S.

Managed local network and supported lift and ticket operations.

Part of a team that monitored and maintained the Vermont Yankee Nuclear power including auxiliary systems used to distribute power.

Washington, Dc, Us

Taught classroom and hands on training to certify US Navy personnel on the safe operation of Naval nuclear power propulsion plants.

Bs, Sociology

Bachelor Of Laws - Llb, Law

Bs, Human Resource Management

Qualified To Train Students On 2 Separate Nuclear Reactors, Nuclear Propulsion

Computer Science