Thien Doan Email & Phone Number

Riverview, Fl, Us

San Jose, California, Us

Leading the global team of Technical Project Managers and partnering with Sales, IoT Development and Engineering teams to design, develop, test and launch smart product for global clients.• Enabled the Technical Project Managers to deliver significant improvements in project profit margin, revenue forecasting and milestones billing and billable utilization. • Redesigned and implemented standardized project management templates and best practices which ensured consistent execution across projects and improved communications and collaboration

Tampa, Fl, Us

Leading multiple customer-facing teams to ensure successful project management and delivery of remote and on-site implementation, integration, conversion, EDI and training services to Greenway Health clients in supporting of Health Care IT Practice Management, Electronic Health Records (EHR), and associate patient management products.Significant Accomplishments: • Redesigned the implementation process and client-facing metrics that resulted in significant improvements on the Net Promoter Score (NPS) from -60 to +75 within 6 fiscal quarters• Defined the annual Incentive Plan with significant focus on improving customer satisfaction, on-boarding new clients and improving billable utilization that resulted in higher NPS score and 75%+ billable utilization• Consolidated and restructured the project management and the training organization to align with new customer journey mapping processes that resulted in significantly improvements on staff responsiveness to client projects• Developed annual organization budget and capacity forecast planning to ensure adequate resources are recruited and trained to deliver 12+MM in annual service revenue.

Boston, Massachusetts, Us

Led the building, scaling and continuous process improvements of the Starry Services Deployment team that significantly improved productivity, reduced implementation costs and exceeded all strategic and financial goals.• Redesigned end-to-end solution, method for sourcing materials and contractors that resulted over $2M in annual costs saving in labor and materials• Built, refined and implemented project delivery framework and processes that reduced 90% the average time to bring up Starry Internet Services for customer customers.• Restructured the organization to align with new processes and recruited, hired, onboarded 70+ new team members• Reduced 90% dependency and outsourcing costs from subcontractors by building and growing internal construction team.

Manchester, New Hampshire, Us

The building and infrastructure industry’s leading SaaS company dedicated to improving project information management and delivery.Responsible for P&L and leading the transformation of the global software implementation and client training teams into a customer-centric, proactive, trusted-adviser organization.• Increased trainer and consultant billable utilization from 25% to 70%• Developed and launched 20+ new consultative service solutions • Built, refined and implemented new project engagement delivery frameworks across practice areas• Led the development and delivery of the Technical Competency and Certification Program to 30+ Customer Success to ensure that they are properly trained on soft skills, products and services delivery processes• Reduced the average Statement of Work (SoW) scoping and development time from 2 weeks to 2 days• Managed daily and KPI dashboards for tracking and managing of operational metrics which have significantly simplified the service portfolio, shortened sales cycle, improved customer on-boarding and reduced implementation time by 200%

Sunnyvale, Ca, Us

Developed and incubated a global Professional Services team that includes project managers and consultants in planning, design, integrating, testing, deployment and migration of 4G-LTE EPC and backhaul networks, SDN/NFV, network synchronization, Packet Optical Convergence, OSS/BSS integration and automation services for Juniper's largest service providers and enterprise customers. • Built trusted relationships with key stakeholders in Sales, Marketing, and Engineering, Services and Strategic Alliance partners • Led the development of knowledge management framework and processes • Created and delivered the PS-readiness methodology training boot camps

San Jose, California, Us

Led and matured a P&L-based global Professional Services Delivery team to deliver cyber security products and solutions.• Achieved 100% success and highest NPS rating with every product deployment and integration project. • Delivered virtualized cyber security solutions on a single platform • Provided feedback on products to product organization • Developed virtual and ILT training capabilities and enabled customers to obtain training through service and integration partners in the Americas, Europe and Asia Pacific.

Created, developed, launched and led a Professional Services company with focus on delivering storage and data management consulting to key clients such as Symantec, Electronic Arts, Phillip Morris, and many others. Responsible for sales, marketing, accounting, new product development and launching of consulting offerings.

Newburyport, Massachusetts, Us

Developed and led an IT Systems Management consulting, integration and delivery team to provide critical IT consulting and data migration services for Fortune 500 clients.

Built and managed a multi-discipline services organization in supporting of the company carrier-class multi-service routing products. Responsible for budgets, expenses, and revenue streams for all services departments. Ensure successful delivery of Celox Products, Services and Education in a timely manner. Represent services team in customer facing situations for both pre-sale and post-sale activities.

Espoo, Southern Finland, Fi

Developed and led a network integration and delivery management organization to support all of Lucent’ broadband products including Optical, ATM, Frame Relay, IP-routing switches, and OSS management. Responsible for overseeing six Directors and over 200 network consultants. Delivered $100M+ in annual service revenue and average gross profit of 35%.

Developed and managed a multi-functional customer service organization that delivered SiteMinder implementation and integration, e-commerce security consulting services, system integration, custom security solutions, 7x24x365 technical support services, sales support, and internal information technology services

Provo, Ut, Us

Developed network consulting practices and technical capabilities for the Network Consulting Services (NCS) business unit to ensure that high-performance network infrastructure (LAN/WAN, Storage Area Networks) were ready in support of the implementation phase for customized applications.

Houston, Texas, Us