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Troy Thibeault

3000 Senna Ridge Trail, Round Rock, TX 78665


Troy_Thibeault@msn.com

603-321-2119

TroyThibeault.weebly.com

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

Adult Training & Education


Planning & Organizing
Coordinating & Collaborating
Problem Solving
Budget Management
Process Development/Improvement

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

Oversaw multiple projects/initiatives with aggressive timelines simultaneously by conducting regularly


scheduled meetings and by holding key contributors accountable for completing their assigned task on time.
Prepared and delivered a wide gamut of presentations to include those designed to provide operational
business updates to proposals for new programs tailored for various audience types to include executive
level leaders.

Pragmatech Software

2006 2007

Training Coordinator Registration/Coordination/Instructor

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.

United States Marine Corps

1992 2006

Certified Instructor Marine Corps Communications Electronics School


Radio Communications Supervisor Kaneohe Bay, HI
Break in Service Time Warner Cable/Nashua Technical College
Radio Operator Okinawa Japan/Camp Lejeune

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

Meritorious Promotion Rank of Corporal


Navy and Marine Corps Achievement Medal 1st Battalion 3rd Marines
Navy and Marine Corps Achievement Medal 1st Battalion 3rd Marines
Instructor of the Quarter Marine Corps Communications Electronic School
Navy and Marine Corps Commendation Medal Marine Corps Communications Electronics School

1994
2000
2002
2005
2005

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