KEISHAUNA HINES -PGDip PM, CCBA
Winnipeg,Canada
Summary
Seasoned IT Professional with over 7 years of experience in IT consulting, project management, business analysis and service management. Proven expertise in delivering technical IT solutions, fostering client relationships, and driving strategic partnerships across diverse industries. Demonstrated success in managing and resolving complex client issues, managing security remediation projects, and enhancing service delivery. Adept at collaborating with internal teams and external stakeholders to meet service level agreements (SLAs) and exceed sales targets. Strong analytical skills, exceptional problem-solving abilities, and a solid track record in project management, technical support, and strategic planning. Recognized for building and maintaining relationships with key decision-makers, from C-level executives to technical teams, and for spearheading initiatives that contribute to organizational growth and operational excellence.
Overview
6
6
years of professional experience
Work History
Client Success Lead
Resolute Technology Solution
06.2023 - 07.2024
- Managed internal and external business relationships, delivering tailored IT services, while driving strategic growth through effective service management, project coordination, and client engagement
- Cultivated and nurtured relationships with over 10 Manage Services Clients, achieving a 15% increase in client satisfaction scores
- Successfully coordinated and delivered quarterly security remediation projects, ensuring 100% compliance with client requirements
- Managed and coordinated small-medium IT projects, and special assignments, ensuring alignment with client expectations
- Managed and prioritized over 200-500 client incidents and service requests monthly, achieving a 95% resolution rate within SLA targets
- Facilitated cross-departmental collaboration, chairing weekly operational meetings and driving a 20% improvement in service delivery efficiency
- Analyzed service consumption trends and implemented process improvements, contributing to a 10% reduction in incident recurrence
- Acted as the primary escalation point for complex client issues, reducing escalations by 30% through proactive problem-solving and effective communication
IT Account Manager
Broadview Networks
07.2022 - 05.2023
- Establish and maintain business relationships with internal and external customers while providing technical IT solutions and developing new strategic partnerships for growth
- Create and maintain client relationships, collaborating with customer contacts up to 'C' level executives
- Perform quarterly business and annual executive business reviews for forty-five (45) customers
- Managed the sales of software, hardware, and IT Managed service products to our new and existing clients
- Acted as a Liaison Officer between the customers, Engineers /Sales team to build IT solutions to meet the customers' needs
- Maintain up to date records of client communications and account information in the company's CRM
- Enhance sales opportunities with customers by promoting new products and providing updates on new solutions as they become available and work with their environment
- Ensure services and projects are successfully implemented to drive customer business needs
Sales Lead
tTech Limited
04.2021 - 12.2021
- Directed and coordinated the back-office Sales Department's operation, including monitoring sales performance and budget, while acting as the technical liaison between the customer and various departments within the organization
- Directed back-office sales operations, monitoring sales performance and budget adherence
- Acted as the technical liaison between customers and internal departments, ensuring seamless communication and issue resolution
- Conducted continuous review and analysis of demand and supply, optimizing procurement strategies
- Prepared and executed negotiated contractual documents and binding agreements, securing favorable terms for the company
- Coordinated project schedules, budgets, and resource workflows for smooth running of small to medium projects
- Regularly met or exceeded sales targets, preparing two (2) bids, forty (40) quotations, and ten (10) proposals per month
Pre-Sales Engineer
tTech Limited
07.2018 - 03.2021
- Collaborated with the Sales, Consulting, and Technical experts to determine the technical requirements to meet the customer's business needs
- Acting as the liaison between the organization's Sales/Business Development, Engineering, Vendor/Distributor teams
- The role included responding to requests for information or requests for proposals from customers and supplying the technical details of the proposed solutions
- Interpreted existing and prospective customer requirements by understanding their business requirements and communicating this information to the Account Executive, Sales Associate, Technical Engineer and Vendors
- Organized project schedules, budgets, and resource workflows for smooth small to medium projects
- Prepared 20 technical configuration quotations per month to meet customer needs
- Monthly technical knowledge transfer and product education for Sales Team and customers
- Prepared technical specifications for IT solutions, quotations, RFPs, and proposals
- Managed small projects by planning resources, monitoring progress, and keeping stakeholders informed
- Conducted sales procedures and procurement activities
- Served as the central point of contact for Vendor/Partner issues and assisted in the resolution
- Organized meetings, training, and demos for Vendors/Partners, involving the Sales Team and Technical Engineers
- Supported marketing via trade shows, conferences, and related events
- Maintained deep knowledge of the company's service offerings
Education
Post Degree Diploma - Project Management
University of Winnipeg
Management Certificate -
University of Winnipeg
BSc. - Information & Communication Technology, Networking and Graphical Design
Vocational Training Development Institute (VTDI)
Skills
- Strategic Partnership Development
- Technical IT Solutions Delivery
- Client & Vendor Relationship Management
- Project Management
- Sales and Account Management
- Requirements Gathering and Analysis
- Technical Pre-Sales Support
- Technical Liaison
- Incident and Escalation Management
Websites
ICT INDUSTRY ACUMEN
Fortinet Fortiswitch, Cisco, Cisco Meraki, Ubiquiti, Cisco ISR 4461, SonicWall NSA & TZ Series, Cisco ASA, Cisco Meraki, Fortinet Fortigate, Sangoma, Xorcom, Grandstream, Asternic Call Center Stats, 3CX, Office365, G Suite, Windows Azure, Cisco Wireless Controller, Cisco Meraki, Ubiquiti, Fortinet FortiAP, TerraWave, Dell Server (VX-Rail), Tower Servers, Storage Array, VMware VSphere & Workstation, Webroot DNS, Barracuda, Fortify, Proof Point, Kemp, Onelogin, Okta
VENDOR CERTIFICATION
- Certification of Capability in Business Analysis, International Institute of Business Analysis
- Business Data Analytics Certification, International Institute of Business Analysis, 02/01/25
- Certified in Cybersecurity, ISC2
- Microsoft Azure Administrator, AZ 104
- Microsoft Azure Fundamental, AZ 900
- Microsoft Azure Data Fundamental, DP 900
- ITIL Foundation certification, ITIL v4
- Comptia Network +
VOLUNTEER & COMMUNITY WORK
- Tech Manitoba, Volunteer, Assisted with organizing a tech-related event and workshop, which fostered community engagement and promoted digital literacy.
- Jamaica High Commission of Canada & Pegcity Steppers, Volunteer, Supported the planning and execution of the Jamaica 60th Independence Day community fitness event which promoted health and wellness in the local community.
Timeline
Client Success Lead
Resolute Technology Solution
06.2023 - 07.2024
IT Account Manager
Broadview Networks
07.2022 - 05.2023
Sales Lead
tTech Limited
04.2021 - 12.2021
Pre-Sales Engineer
tTech Limited
07.2018 - 03.2021
Management Certificate -
University of Winnipeg
BSc. - Information & Communication Technology, Networking and Graphical Design
Vocational Training Development Institute (VTDI)
Post Degree Diploma - Project Management
University of Winnipeg
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