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Andrew Frascone
512-773-2403 (cell)
PROFILE
Accomplished, client-driven professional offering 17 years of progressive experience in technology, training, and troubleshooting, managing and building client relationships, critical problem resolution, assessing competitive markets, and implementing creative IT solutions and projects. Expertise in Account Management, Sales Engineering Product Development Support and Program Management. Well-established IT professional with ability to secure strategic alliances by effective communication with top business executives.
AREAS OF PROFICIENCY
- Systems Engineering
- Project Management
- Solutions Development and Deployment
- Program Management
- Consultative Assessments
- Customer/Executive Briefings
- Technical Training
- Program Management
- Client Relations
- Software/Hardware Development and Deployment
- Team Synergy
SUMMARY OF MAJOR ACCOMPLISHMENTS
- Support the Account Managers and CFT in pre-sales and post-sales activities for the State and local government, education, and retail industries.
- Provide detailed customer technology training on specific devices and customized solutions, including demonstrations, technical support/troubleshooting training and general technology training.
- Worked directly with the CFT to differentiate Lexmark products and services in order to promote sales and customer loyalty.
- Performed multiple discoveries, assessments and workshops, including workflow and print assessment, and facilitated many customer briefings at customer locations, CSCs, and the Executive Briefing Center and Solutions Showcase (PASS).
EXPERIENCE
Lexmark International
Senior Systems Engineer (2007 – Present)
Support the customer focus teams in pre-sales and post sales customer activities. Pre-sales responsibilities include providing technical expertise to customers and the customer focus teams, and to demonstrate and train customers on new technologies and solutions. Post-sales responsibilities include providing support to customers to ensure support standards, assisting on discoveries and assessments with customer accounts. The territory included the State and local government, Federal Government, education, and retail industries.
Solutions Architect (2005 – 2007)
Work closely with the Federal and Healthcare industry and sales teams to qualify opportunities, gather customer requirements, discover customer needs and identify workflow inefficiencies, develop solution design architecture, and pilot and package repeatable industry solutions. Customer-facing activities include performing workshops and discoveries, facilitating customer requirements meetings, performing briefings about Lexmark offerings, participating in industry advisory boards, and customer presentations and discussions at conferences and trade shows. Researched, discovered and developed relationships with several technology partners to facilitate the development of solutions for the Industry or to meet individual customer needs.
Citigroup, Citifinancial Mortgage
VP Business Development, Operations (2004 – 2005)
Overseeing the implementation of multiple projects across several business channels. Process includes validating business requirements, auditing the project management process for effectiveness, acting as liaison between the business groups and the technology areas, and providing strategic reporting to senior management on project statuses and operational performance.
Citigroup, Auto Division
Senior Project Manager (2002 – 2004)
Manage multiple project teams simultaneously, utilizing the internally developed methodology of Citigroup to implement new systems and application modifications. Implementations include systems such as AS/400, I-Series, FiServ systems, and web-based applications. Responsibilities include building effective project teams, reporting statuses to the CIO, full project life cycle planning, identifying and mitigating inter-project dependencies and code-conflicts with concurrent development, and working with the Business on shifting project priorities to mirror the changing Business objectives.
Blockbuster, New Media Division
Director – Site Content Integration Program Manager (2000 – 2002)
Solely responsible for managing projects to add functionality to the E-Commerce website. Projects have exceeded $30 million, dealing with vendors such as America Online, Vignette, Double-Click, WebSphere, LinkShare and MicroStrategy. Responsibilities included working with vendors, Blockbuster IT, and Blockbuster Marketing to select the appropriate solutions for Blockbuster.com website, reviewing pending contracts with vendors, managing budgets, identifying staffing needs, building business requirements, ensuring new implementations integrate into website interface changes made by Site Operations, assisting in the high-level development of test cases with Site Quality, working directly with development teams on and off site, managing development and testing teams, and working within the Corporate Information Technology infrastructure.
The Associates
Project Office Director (1997 – 2000)
Managed the Project Office, which included 5-7 Project Managers. Also handled all requests made to the Project Office, and assigned Project Managers to new projects. Other duties include controlling all of the project plans, ensuring Service Level Agreements are utilized, working with the Technical Office Director to assign appropriate technical resources to the projects, addressing staffing concerns, reporting project statuses to senior management, and resolving any escalated situations.
Price Waterhouse, LLC, Global Core Competencies Group
Consultant (1996 – 1997)
As a Project Manager technology consultant in the GCC Group, responsibilities included Lotus Notes database management, support, and development, as well as assisting in the Lotus Notes r4.5 software upgrade, providing development and technical Notes expertise to the CI infrastructure, working with various groups in developing and implementing databases. Major projects include Knowledge Information Transfer statistics generation, Global Benchmarking Alliance database and Internet web page development, and the implementation of internal processes of database maintenance. All projects were managed using the Price Waterhouse Project Methodology.
Lanier Copier Sales Division
Account Manager (1995-1996)
Responsible for copier sales for a specific territory. 70% of all customer interactions were “cold-call” interfaces. On-job training included pertnering with peers and classroom training. Sales volumes and trends were reported regularly. Achieved above average sales volumes within three months.
IntellAgent Control Company, Consulting Division
Manager of Customer Service (1993 – 1995)
Managed Consulting Group and Technical Support Areas. Developed a Technical Support Department with tracking tools and monitoring procedures. Create a storage device for the answered call problems and transfer the information into a knowledge database for customer access via the Internet and internal training purposes, train new representatives, formulate reports of data to the CEO and department managers, and database application development for internal operations.
Octel Network Services
Quality Assurance Manager (1992-1995)
Establish methods and procedures for monitoring agenda, evaluate, analyze, and track the quality of Help Line Representatives and Customer Service Representatives telephone calls and documentation. Measure and provide Customer Service Managers/supervisors ongoing statistical results from call monitoring process. Assist in the identification of business process, training, or behavioral quality issues on customer transactions. Disseminate quantitative results to managers/supervisors for review of action plans. Support the Call Quality program by consistently evaluating and analyzing existing processes, techniques, and equipment to ensure consistency of training, business processes, policies, and procedures within the call-center. Solely responsible for AVMS telephone representatives monitoring processes.
Earlier Positions includes: Account Manager (Lanier), Manager of Business Analyst, Technical Support, and Account Manager.
EDUCATION
University of Texas, Richardson, TX
Southern Methodist University, Dallas, TX
Bachelor of Business Administration, Major: Management Information Systems
PROFESSIONAL CERTIFICATIONS
Seeking Project Management Professional (PMP) and Microsoft Certified Systems Engineer (MCSE) certifications
Special Skills includes: Microsoft Windows 3.1, NT, 95, 98, ME, 2000, XP, Microsoft Word, WordPerfect for Windows, Excel Spreadsheets, PowerPoint, FrontPage 97, 98, 2000, Outlook 97, 98, PeopleSoft GL, PeopleSoft HR, JD Edwards, Mainframe conversions, Linux Redhat, Mandrake, SUSE, MicroStrategy, Hyperion Enterprise, Lotus Notes 3.x, 4.x , Domino, and Notes development, Lotus Suite, Lotus 123, Vignette, Encompass(very limited exposure). WebSphere, DOS, OS/2, HTML, Java Scripting, Java Applets, ASP, Perl, networking, and computer hardware assembly.
