William Roach Email & Phone Number

Tega Cay, SC

Charlotte, North Carolina Area

• Responsible for end-to-end service management of large Enterprise / Premier accounts with traditional, cloud and hybrid solutions including leadership of project implementations.
• Achieved 15% growth in monthly recurring revenue for my accounts through strong relationship management, a keen understanding of customers’ business objectives, and a strong knowledge of the Sungard AS portfolio of.
• Proven ability to turn around troubled accounts by establishing strong relationships through listening to customers, quickly understanding account issues, developing action plans and getting results.
• Significantly improved service delivery by implementing ITIL methodology through ServiceNow to more efficiently handle customer change and incident management.
• Migrated multiple customers from traditional solutions to cloud services including Oracle shared cloud and Private Cloud.
• Proven leader and mentor to global Service Management Executives (SMEs) providing account management guidance and long-term career development.

Charlotte, North Carolina Area

• Responsible for the end-to-end client experience for Managed Services & Recovery Services. Accountable for relationship management, project management and overall responsibility for driving value and service for.
• Achieved 10% growth in monthly recurring revenue through matching existing customers’ needs to additional Sungard AS product and service offerings.
• Exceeded customer survey measures for “It’s easy to work with my SME” by receiving 100% positive feedback from customers.
• Achieved 100% success rate for disaster recovery testing across my customer base.
• Managed complex projects including multiple hosting facilities involving Private cloud (VMware), Managed OS (Windows, UNIX), Managed Backup, Managed SAN (EMC), Managed Oracle & SQL DBs, Managed Exchange, Managed.

Charlotte, North Carolina Area

• Provided Managed Services and Recovery Services for Oracle EBS accounts.
• Achieved 80% growth in Oracle EBS business through outstanding service delivery and active involvement in the sales process.
• Matrix managed both functional and technical resources performing application administration, managed services and recovery services.
• 100% success rate for MRP & RS4MS Disaster Recovery tests accomplished by leading scope definition, planning, procedure development and execution.
• Improved customer support efficiency through implementing improvements to company portal / Remedy ticketing system.

Madison, Wisconsin Area

• Managed a multi-million dollar project with 10 direct reports and 40+ key client staff.
• Led project to successful Go-Live one month earlier than scheduled and under budget. Planned, designed and implemented JD Edwards financial, manufacturing & distribution modules for the garden tools division.

Charlotte, North Carolina Area

• Managed ERP and advanced system development implementations for Fortune 500 companies.
• Led multi-million dollar project with 12 consultants and 40+ key client staff implementing customer service, manufacturing and distribution modules for multiple plant locations.

Charlotte, North Carolina Area

• Functioned as both a technical and functional analyst on multi-million dollar ERP projects for Fortune 500 companies.
• Worked on multi-million dollar project with 8 consultants and 30+ key client staff serving as the lead functional / technical analyst for implementing distribution, customer service, and service management modules.

Charlotte, North Carolina Area

• Served as lead analyst on large ERP projects.
• Worked on multi-million dollar project with 12 consultants and 40+ key client staff serving as the lead for software security implementation, report development, and help desk coordination for over 200 users.