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EDUCATION
Master of Education, 2015 Colorado State University Adult Education and Training
Related Coursework: Program Development, Instructional Design, Experiential Learning, Research Studies,
Multicultural & Special Populations
Bachelor of Fine Arts (cum laude), 2004 American Intercontinental University Digital Communications
PROFILE
Senior Support Manager with 15+ years of proven leadership experience. An expert at establishing positive working
relationships with direct reports as well as strategic partnerships with key departments and personnel. Possess
extensive knowledge of training and education fundamentals combined with strong organizational and analytical
skills. Responsible for driving operational and training requirements for technical support team, recently resulting in
a 95% average technical satisfactory rating based on customer survey responses.
SKILLS & QUALIFICATIONS
Management/Leadership
Research & Analytical
Written & Verbal Communications
Asset Management
Reporting & Metrics
Presentation Development & Delivery
PROFESSIONAL EXPERIENCE
Dell, Inc.
Senior Manager People Manager/Data Security Solutions Software Support
Project Manager Merger & Acquisitions
Sales Support Manager People Manager/Service Renewals/Data Analytics
Sales Support Analyst Service Renewals/Quoting/Order Processing
2007 Present
2015 Present
2013 2015
2010 2013
2007 2010
Led efforts to stand up a brand new global software support queue based in the U.S. that was solely
responsible handling upwards of 11,500 inbound calls annually.
Formed and developed a global sales support team in charge of quoting and managing the intake of all
renewal orders globally while maintaining a 95% attach rate.
Established reporting methods to track key sales reporting metrics necessary to track revenue, discounting
practices, sales trends and regional gaps.
Managed operational expenditures to ensure that they did not exceed 3% of total revenue.
Generated and executed weekly schedules to guarantee high level of productive utilization.
Coordinated training resources (facilities, instructor staff) in an effort to get personnel from Dell acquired
companies, integrated and trained on Dell applications, processes and procedures.
Troy Thibeault
Pragmatech Software
2006 2007
Delivered online customer facing training designed to streamline how sales agents generated Requests for
Proposals (RFPs).
Maintained customer correspondences regarding scheduling, planning and registration for upcoming
training offers.
Reported on financials associated with training revenue and costs.
1992 2006
2006 2007
2002 2006
1999 2002
1996 1999
1992 2006
Delivered radio communications training to entry level Marines: UHF, HF, VHF, Maintenance, Safety
Regulations
Maintained a 98% graduation rate.
Oversaw day to day operations of busy training center with 30 instructors and over 350 enrolled students.
Coordinated with personnel monitor regarding duty station assignments for graduating classes.
Participated in the development and pilot of new course material as new technology was being introduced.
Captured and analyzed formative and summative feedback used to identify gaps in the training so that
necessary changes could be made.
Participated in multiple international training exercises that required interacting with foreign military
counterparts.
HONORS
1994
2000
2002
2005
2005