Sam Young Email & Phone Number

• Leader for IT Install and Service Operation business plans and objectives, IT investments and assets, cross-industry technology and business trends, and competitive environment.
• Leader for data analytics and business intelligence for North America
• Partners to deploy business solutions that drive business KPIs and to develop business strategy.
• Lead/influence cross-functional teams experienced in critical business processes and enabling technologies.
• Business community relationship building, influencing, prioritizing, and solution scoping to improve business processes, data quality and current solution usage/leverage.
• Serves both as single point of IT accountability to Business Unit/Function, and single voice of BU/Function demand for Global IT Solutions.

• Thinking strategically while working tactically to build and manage a world class client support organization to ensure client satisfaction. Responsible for all aspects of the customer post go-live engagement inclusive.
• Overall leadership and responsibility for client support and account management
• Responsible for developing, tracking and reporting KPIs to executive management.
• Interact with executive levels (VP to C-level) both internally and externally
• Lead a team of technical support analysts, business analysts and account managers to provide exceptional clientsupport
• Establish and monitor performance/process improvements for the support department.

• Assist Director in partnering with senior management in the business community to identify and prioritize opportunities to utilize IT to achieve enterprise goals.
• Create Release/Program Management policies and procedures to govern the project release milestones.
• Create an enterprise release calendar spanning 100 applications across 10 business units.
• Ensured compliance of release calendar and project lifecycle milestone dates.
• Manage and execute the release process to consistently capture, evaluate and manage new business demand based on business demand and portfolio capacity and funding levels.
• Deliver governance for the management of the portfolio. Coordinate directly with IT business partners and the business departments to ensure projects are on-time, on budget and the strategic business requirements are.

• Lead and mentor the Financial Aid and Student Accounts technical support teams.
• Liaison to the development department for escalations and release launch plans.
• Conduct transition to support calls for internal departments and external clients.
• Work with high profile clients ensuring satisfaction.
• Interface with the executive level internally and externally providing updates and metrics.
• Strong project management experienced leveraged to ensure departmental goals are met.

• Coordinate between internal department’s stakeholders for clients needs to create and maintain our forward thinking Product Roadmap.
• Management of 6-8 major feature releases per year across 10 products.
• Responsible for the P&L for the development stream.
• Managed operational readiness for product line.
• Shared and validated the Product Roadmap and Release Plan with Senior Executive Team.
• Set the vision of many of the Enterprise requests and provide related history from the product and project side.

Development PMO; Note: There is an overlap between the Enterprise Development Manager Role and Senior Release Manager as I was doing both for the first year until moving to Product Management in December 2008 to focus on Release Management. Managed a 2.5 million development budget for enterprise development.Tracked Enterprise client requests, submittal for.

Coordinated and assisted client base of 250 corporations and over 1000 schools. Primary contact for 55 Premium clients.Facilitated Premium client quarterly management calls to determine client satisfaction.Key in retention of current clients. System administrator for call tracking system (Firstwave).Responsible for departmental training.

Conducted extensive training on the CampusVue ERP product.Reviewed and consulted client business practices.Verified client data.Configured the CampusVue system.Conducted Crystal Reports training.Triaged Crystal Reports issues from clients.Designed custom Crystal Reports for clients.Database and network troubleshooting and resolution.Supported the CampusVue.

Developed reports utilizing Seagate Crystal Reports and Oracle databases.Designed Stored Procedures.Wrote Business requirements for clients.Wrote Technical specifications for developers.Designed a Computer Based Training program utilizing Macromedia's Flash.Created interactive Web Site using Cascading Style Sheets, Macromedia Flash and NetObjects.