Edie Kern

San Jose, CA

Cell: 408-***-**** / Home: 408-***-**** / Email: acez12@r.postjobfree.com

SYSTEMS/SOFTWARE EXPERIENCE

• Microsoft Word, Excel, Outlook, PowerPoint; ODM, Webex, SharePoint, Siebel, Oracle, Salesforce.com

Customer Specifics, Channel Partners Database, InBiz, AMDOCS, Replicon, Lotus Notes, SAP and ECLM/CMS, EDMS, Alliance/Remedy,

SKILL SET

• Effectively manage/coordinate simultaneous projects, maintaining a calm demeanor in stressful situations

• Successfully work independently as well as a team player

• Resourceful and proactive

• Work effectively with persons of diverse backgrounds

• Adept at maintaining confidentiality of highly sensitive information

• Excellent verbal and written communication skills; bilingual in Spanish

WORK EXPERIENCE

Hitachi Data Systems (through TSP) (Santa Clara, CA)

Operations Support Analyst (April 2013 – April 2014)

• Assist the Services Team with the migration over to Siebel Services (Prosper).

• Correcting and adding data for agreements, assets and pricing

• Complete and close out Service Request Orders for Hitachi Systems Globally

• Complete system de-installation requests for global customers

• Proficiency in the use of Siebel, Excel, Oracle and Outlook

• Prepare procedural documentation complete with step by step instructions

• Communicate status on requests directly to Renewal Reps

• Participate in WebEx Calls for operational/organizational changes

• Arrange meetings with Renewal Reps for updates/changes to maintenance renewals

• Recognition for Q213 Quarterly Goals

Cisco Systems (through Adecco) (Santa Clara, CA)

WebEx Data Analyst (January 2012 – April 2013)

• Process incoming orders for customers requesting WebEx services.

• Determine requirements for new requests and assess any enhancements to existing services for any upgrades.

• Prioritize Multiple Assignments

• Work with Cisco provisioning services in order to assure that all ordered services are fulfilled.

• Prepare process documents for current responsibilities and training for new hires.

• Communicate system issues to IT and work closely with them to resolve any system problems/outages

• Polished and professional communication, both verbal and written to sales / support staff / departmental members on status of orders when necessary

• High Attention to Detail

• Presentation preparation using PowerPoint for departmental meetings

• Respond to any sales inquiries to current orders or corrections/clarifications to any WebEx Orders.

Abbott Vascular (through ManPower) (Santa Clara, CA)

Trade Show Associate (March 2011 – November 2011)

• Manage global housing for approximately 15 annual trade shows ranging from 10-330 rooms each.

• Facilitate pre-payment to hotels via check request and reconcile/charge back in a timely manner to appropriate department cost centers post show.

• Oversee project coordination and administrative tasks for AV sponsored symposiums and one off meetings for business units at trade shows.

• Worked with legal/regulatory/Office of Ethics and Compliance where applicable to ensure Abbott Vascular compliance.

• Process Check Requests for all healthcare professional meetings that were facilitated by meeting management to ensure accurate details for state reporting.

• Work with all levels of management and their corresponding administrative support in order to arrange appropriate housing and registration needs.

• Prepare correspondence in MS Word, spreadsheet reports in Excel, Outlook for email communication, PowerPoint for presentations and update Sharepoint Content for major tradeshows.

• Work effectively and communicate swiftly with Housing Bureaus both domestic and International in order to insure the appropriate registration and housing for all conference and trade show attendees.

Cisco Systems (through Zenaide Technologies) (San Jose, CA)

Data Analyst (January 2010 – February 2011)

• Team Member/Subject Matter Expert (SME) in Cisco’s EDMS Case Management Support Plan. Responsible for reducing leakage on product contractual discounts over the last several months to bring about a cost savings on an average of $400K per month.

• Consult with Legal to determine and confirm correct interpretation of contractual discounts.

• Conference calls with sales personnel to communicate and confirm discount and pricing on contracts

• Collaboratively working in the design and implementation of change management for the new Service Contractual Legal Agreement process.

• Software tools used such as Webex Chat, Webex Meeting, Outlook, excel for reports and PowerPoint for presentations.

• Reviewing Product and Service Contractual Legal Agreements (US, Canada, APAC, Global) to provide my analysis on the terms and conditions to ensure these discounts are accounted for accurately in the company tools (CMS, ECLM and EDMS).

Aspect Software (San Jose, CA)

Senior Projects Coordinator – Professional Services (March 2000 – October 2008)

• Coordinate resource requirements with Project Managers in order to properly assign the appropriate skilled personnel to all projects.

• Maintain skill level matrix of all personnel and update all content relevant to updated skills and/or education enhancements.

• Deploy resource personnel to assigned projects across U.S. and internationally and maintain all schedules with currently project information

• Create the specifications for a new tracking system that measures all Statements of Work and re-engineer the overall approval process effectively resolving turnaround issues. Work closely and effectively with the finance and resource staffing organizations to resolve any escalations and ensure that the sales teams understand the overall process requirements and deliverables.

• Arrange team conference calls to discuss, project progress, changes, forecasts, staffing issues.

• Prepare minutes and follow-up action items for each team meeting and distribute contents.

• Validation of projects and resource assignments through Oracle Database, Sharepoint upkeep of latest Statements of Work and project related documentation.

IBM – Storage Systems Division (San Jose, CA)

OEM (March 1990 - February 2000)

Executive Administrative Assistant / Sr. Associate Systems & Procedures Analyst

Administrative:

• Provide essential administrative support to division general counsel, director and plant manager executive levels.

• Maintain all calendar events, coordination of meetings, travel arrangements both domestic and international, reconciling of expense accounts, arranged recognition events for organizational purposes.

• Close intra-departmental cooperation for effective conferences and organizational meetings.

• Preparation of presentations using Word, PowerPoint, Excel.

Procedures Analyst:

• Design and implement the Business Practices Review Board (BPRB), a database which tracks all non-standard contract offerings to customers.

• Contract administrator and management for Contracts and Business Practices – OEM

• Resolve contract issues for purchase agreements and/or confidential disclosure agreements; control of all release-level standard agreements

• Pricing database management for Desktop Products – OEM

• Design, implement and maintain the world wide pricing database, process all approval documents, collect and analyze competitive pricing information covering OEM Worldwide

Department of Homeland Security - TSA (Norman Y. Mineta Airport - San Jose, CA)

Transportation Security Officer; Part-Time Status (November 2007 – Present)

• Apply all airport security directives and procedures to insure the safety of passengers and commerce.

• Interaction with passengers conducting thorough validation of travel documents, passports, visas and all other forms of identification.

• Perform as mentor for On the Job Training (OJT) to co-workers for new scanning equipment.

• Coordinate rotational schedules for screener duties. These also include careful assessment of additional duties and training requirements and ensure proper coverage of lane assignments of officer personnel.

• Translate for Spanish speaking passengers any procedures, processes and instructions for adherence to travel rules and regulations.

• Proficient in use of Outlook for organizational communications, SharePoint for access of all relevant documentation and Excel for Timesheet processing.

IBM /ASPECT SOFTWARE RECOGNITION AWARDS:

• Project Unify Go Live (Team Award)

• Value Builders Award for Outstanding Support

• Outstanding Support for Business Practices Review Board Implementation

• Satisfactory Audit Results for OEM Contracts

• Implementations of Contracts Database Processing & Procedures

• Outstanding Support for Pricing Database Function

• OEM Team Award

EDUCATION

• University of California, Santa Cruz/San Jose State University

o General Education Courses Business, Marketing, Business Law, Advertising, Mathematics

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