Sam Abraham Email & Phone Number

Atlanta, Georgia, Us

Implement TalentQuest suite of applications that provide performance management, goal setting and LMS. • Managed the entire software implementation process for multiple clients• Managed project plans, timelines, and client expectations• Guided clients through implementation decision points• Configured system setup and configuration• Assisted clients in Data import feed (employee file) setup and testing • Conducted User Acceptance Testing (UAT)process• Managed all implementation-related activities, including change requests and gap strategies• Provided client experience feedback to the product development team to initiate any system and/or process improvements

Andover, Ma, Us

Oversee adaption of philanthropic SaaS for over 65 large enterprise clients, from statement of work through adoption and client success. Support clients in identifying optimal solutions through gaining understanding of current business models and processes. Manage multiple projects concurrently and deliver results within scope and budget. Lead administrative training for clients. Serve as mentor and point of contact for new team members. • Created and implemented requirements gathering workbook.• Launched series of international applications for TD Bank.• Contributed to global Goldman Sachs campaign.

Roseland, New Jersey, Us

Assisted clients in identifying business solutions. Led full cycle of project management, from initiation to completion. Write project plans, timelines, and budgets. Coordinated teams to ensure timely completion of projects. Maintained continuous communication with clients and stakeholders, including progress updates and status reports. • Managed legacy software migrations of e-i9 application to over 200 clients.• Created migration process documentation.• Partnered with global clients to deliver comprehensive ADP/VirtualEdge solution.

• Conduct day-to-day administration and operational tasks • Assist in projects co-ordination, logistics, headhunting, procurement of resource and management.• Lead, motivate and manage consultants and support teams for all aspects of business projects.• Manage Data Integration and Data Quality cleansing projects.• Review Task Order, SOW and other contracts for feasibility• Monitor cash flow –managed invoicing and payroll via QuickBooks

 Manage team of 14 IT resources (US and Offshore) engaged on both remote and onsite client projects Managed 500k 24/7 support contract for International fragrance manufacturer Conduct Monthly as well as ad hoc meetings to provide/receive updates from team members Handle conflict resolution between team members/clients Implement Team procedures/policies Maintain compliance of existing policies Submit client requested documents as scheduled to clients as per request (timesheets) Approve support team monthly schedule and vacation requests Conduct admin work in Standard time application (create users/projects/tasks) Coordinate in house as well as external training to improve level of service provided Implement vehicles to improve communication amongst US and Chennai teams (wiki) Participate in weekly client calls to discuss issues which ocurred during the week Managed offshore Business Development  Facilitate as escalation point for support project  Provide timesheets and verify monthly billable resource time for invoicing to client Constantly generating ways to improve team structure as well as facilitate requests from team members. Manage ad hoc projects (Standard time – time tracking software Implementation company wide - 110 users)

New York, Ny, Us

 Maintain High Level of Customer Service Manage Tier I and II teams Enhance current processes to increase efficiency Provide coaching for employees Nurture internal growth opportunities Escalation point for critical issues/clients Maintain Morale and High Motivation Perform Reporting for statistical analysis via SalesForce Interacted with internal departments  Increased education and communication amongst team – Weekly Open Forum discussions Implemented Customer Satisfaction Survey Evaluated the Team utilizing the scorecard.  Implemented Customer Satisfaction Survey, performed trending and analysis

Forchheim, De

 Manage Help Desk account relations with customers and keeps management informed of critical issues.  Ensure Help Desk meets or exceeds the agreed upon Service Level Agreement Performance Standards. Stay current with the latest Help Desk technologies.  Ensure staff has access and utilizes available tools. Evaluate call trend data and allocates staff accordingly.  Address customer concerns promptly and courteously.  Ensure staff personnel are trained to support and troubleshoot all events professionally and adequately. Provide career counseling and coaching sessions for staff and ensure training needs are being met.

Newark, New Jersey, Us

Mba, Technology Management

Bs, Mechanical Engineering Technology

Education record

Bachelor Of Science - Bs

Bachelor Of Science - Bs, Mechanical Engineering/Mechanical Technology/Technician