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QUINN M. AVERY 2718 Horseshoe Creek Drive, Marietta, GA 30064 Home: 770.439.6035 / Cell: 678.488.6030 * qa12f9226@westpost.

net PROFESSIONAL PROFILE Energetic, goal oriented Information Technology Professional with solid qualific ations in Change Management, Knowledge Management, Project Management and Proces s Development. Has a proven track record for exceptional Customer Satisfaction, Retention and Revenue Growth. Attentive to detail and assertive to ensure milest ones are met. High-Level business acumen involving forecasting, P&L and revenue tracking. Experienced in leading an organization and developing personnel. CAREER PROGRESSION & PERFORMANCE SITA (Societe Internationale Telecommuniction Aeronautics), Atlanta, GA Leading global service provider of IT business solutions and communications serv ices to the Air Transport Industry Senior Manager/Application Support 11/ 2003 a" Present Responsibilities include P&L management, strategic planning, consulting, trainin g and customer satisfaction. * Responsible for managing the functional support of SITA hosted airlines missio n critical applications. * Ensure that $50 + Million in annual revenue isn't compromised by operational i ssues. * Accountable for the effective management of a 24x7 Service Desk and Support Te am meeting organizational Key Performance indicators (KPIas). * Provide leadership and support in the areas of objectives, process improvement s, customer missions, escalations, and problem solving and customer retention. * Collaborate with Development, Account Teams, COE-Implementation Team and other internal entities to ensure required performance levels are achieved for establ ished customer commitments. * Facilitate and manage the aggregate customer experience with a goal of achievi ng world-class service delivery at every point of contact. * Designed and managed state of the art PSL Test Lab facility utilized by intern al personnel to replicate and resolve member airlines technical issues. * Responsible for marketplace performance customer surveys, data mining and mode ling programs designed to improve customer intelligence.

Senior Manager/ Acting Director-Service Delivery 04/2000-11/2003 Managed Service Delivery Project Managers responsible for the professional, cost efficient and timely implementation of Network services for multiple SITA hoste d Global and Domestic Airlines. Escalation point of contact accountable for the customer project implementation including the management and coordination of third party contractoras throughout the project life cycle. Ensured feasible project timelines and report progress on a continual basis thro ugh project completion. Projects must be completed on time, within budget and d one right the first time.

Provided support and expertise in the overall Service Delivery Process. Conduct final feedback review for future project activity. Sprint Communications, L.P., Atlanta, Georgia 05/1996 a" 04/2000 Sr. Proposal Manager, Proposal Development Group Ensured proposals include win themes and differentiators, and meet or exceed cus tomer requirements, as well as adhere to corporate policies and strategies. Ensured that the proposal content and message is customized, clear and concise, persuasive and impactful. Focus on formatting, graphics, and clear explanations of complex terms, capabilities, and processes. Effectively, project manages assigned proposals. This includes setting a workabl e schedule, ensuring all team members keep to that schedule, managing his/her ow n time and the time of the production resources and continually improving proces s efficiencies. Provided writing and editing support. As appropriate, assist account teams on cu stomer presentations. Manager/ Service Management Center 10/1990 - 05/1996 Managed mid-shift staff of Customer Repair Representatives, trained in troublesh ooting for National Account customers. Full scale management of trouble tickets, escalations, proactive statusing and u ltimate problem resolution. Responsible for management of complex outage issues pursuant to established proc edures. Provided training on efficiency methods. Manager/Accounts Receivable, National Accounts 12/1986 - 10/1990 Responsibilities included management of a staff of twenty in a department that m anaged a customer base in excess of twenty thousand accounts with annual cash re ceipts of $600 million. Fully utilized cash application to a McCormack & Dodge-Millennium System, analyz ed accounts, processed adjustments and refunds. Provided CFO and Executive Management staff with Daily, Weekly and Monthly Accou nts Receivables reports and segmentation analysis. EDUCATION Brenau University, Gainesville, GA a" MBA-Business Administration Morehouse College, Atlanta, GA - BA-Business Administration