Manish Sheth Email & Phone Number

Chicago, Illinois, United States

Oversee a team of Client Success Managers who lead all Managed Services client relationships at 3Cloud, assist in practice wide presales, solutions, strategy and account management.

Chicago, Illinois, United States

3Cloud is a Gold-certified Microsoft Azure technology consulting firm and Azure Expert Managed Services Provider that provides cloud strategy, design, implementation, and managed services for clients across multiple industries. Founded by former Microsoft technology leaders, 3Cloud combines a team of highly experienced cloud architects and technologists with a strong network of Microsoft sales and engineering relationships to deliver the ultimate Azure experience for clients.

Chicago, Illinois, United States

Greater Chicago Area

Act as the day-to-day point of contact for numerous clients, focusing on ensuring client satisfaction through effective and efficient operations. Responsible for developing strong relationships with key client personnel and to operate as a trusted advisor in providing consultative guidance to help the client achieve its business objectives.• Manage delivery and quality of all contracted services between client and WMP• Assist in client’s short term and long-term goals from annual IT budget, roadmap and associated projects to enhance functionality, manage availability and harden security• Project manage various sized projects by conducting planning, budget tracking, scope management and QA on deliverables • Seek business development opportunities to align clients and other WMP services

Chicago, Il

Responsible for managing the day-to-day operations and quality of service inside the Keno KozieEngineering department that offers senior onsite or remote technical support as well as professionalservices from experienced senior consultants. Responsibilities include:• Ensuring SLAs, professional communications, and excellent customer service between the schedulingteam and over 100 clients is maintained on a daily basis.• Mentoring and providing direction to 2 coordinators and 40 field engineers from entry level to 20+ yearindustry veterans.• Ensuring satisfaction of over 200 emails or calls per day to the scheduling team are handled in a timelymanner to our customer’s satisfaction and urgency.• Assessing processes to determine how to improve quality, improve efficiency and to increase theability to deliver services to customers for onsite/remote break/fix issues, as well as professionalservice projects.• Managing and taking ownership of technical initiatives within ticketing system, time tracking,attendance tracking, department utilization and more.• Managing the success of on-boarding and off-boarding new employees and clients.

Chicago, Il

Manage varying range of internal IT projects to enhance company’s operational efficiency and security.Projects included changing internal infrastructure elements like sales and quoting software, improving incident management systems, upgrading and refreshing user hardware, redundancy planning, security planning, and other implementations of system upgrades or migrations. The largest project included a successful transition to a newly built phone system, responsible for routing Keno Kozie’s 500 direct-in-dials to a new contact center without any down time.

Chicago, Il

Single-handedly oversaw the successful on-boarding of ~50 new Help Desk clients by utilizing project management processes to complete each on-boarding under budget and on time. New clients ranged from $1,000 to $85,000 in monthly revenue, requiring on-boarding projects ranging from 50 hours to 500 hours, often running 5-6 projects concurrently.

Chicago, Il

Primarily responsible for a team of 7 Help Desk analysts, while prepared to lead an additional 14 with client-related inquiries, workflow approval, internal operations and most significantly, client relations. This position required full involvement in onboarding new clients, determining client environment details, analysis of and documentation of policies and procedures, development of reference sources for department and clients. The primary liaison for all communication between 15 clients and internal management, while also responsible for delivering excellent 24x7 service to ~20,000 end-users via 200 calls/emails per day.

Remained on the front line on end-user support with additional responsibilities including training newly hired analysts, participating in client conference calls, and assisting the senior lead and management with client relations.

Provided 24/7 technical support for multiple clients in the legal industry with connectivity issues, MS Office products’ training and support, hand-held computing and mobile devices, basic network trouble-shooting including user groups and permissions, as well maintaining expertise and support in legal-specific applications.

Furthered my hands-on experience by running the replacement process of leased computers, as well as repairing and imaging of DePaul’s laboratory and classroom computers. Also completed first level hardware and software support.

With a team of 5 other DePaul undergraduate students, our task was to complete market research for a Chicago based real estate appraisal firm. My specific research entailed the demand of private appraisal firms for construction defect litigation.

While selling bank services and products, was responsible for handling sensitive customer information, administering cash transactions and day-to-day bank operations. In addition, my role entailed driving customer retention and providing peer development on the teller line.

Facilitated the development of residential communities by implementing educational opportunities, cultivating relationships, and resolving conflicts.

Mentoring over 30 incoming students in the areas of transition to college, financial planning, effective study practices and the overall DePaul experience, while utilizing my leadership and planning competencies.

Bs, Finance & Mis

Activities and Societies: South Asian Students Association, Reserves Officers Training CorpsTwo bachelor degrees completed in 4 years.

Education record

Activities and Societies: Junior Reserves Officer Training Corps - 4 Years. Graduated top of cadet corps and led over 400 cadets. National.