Customer Service Sales
Resume:
Patrick M. Crowley
Clearwater FL 33762
Cell: 501-***-****
Email: acped3@r.postjobfree.com
September 2014 – Present
Omnicell, Inc
Sales Analyst
St Petersburg, FL 33702
Serves as direct contact point and liaison between executive management of the sales, finance, and operations teams to
identify and address opportunities and challenges associated with quote to cash (RFQ / RFQ) activities. Supports the
Gulf Atlantic Sales team by providing technical information and product knowledge. Provide a high level of customer
service while fulfilling closed bids and quotes. Monitor work-in-process, turnaround times, and workload to ensure
metric outcomes meet organizational SLAs. Manage relationships with customers, internal partners, and team
members. Serve as main escalation point for resolution of issues surrounding quote to cash processes, pricing
discrepancies, and customer satisfaction. Assure adherence to federal, state and regulatory guidelines to ensure
internal and SOX compliance. Play a critical role in the assistance and facilitation of the company’s sales initiatives.
Under the Sales Operations umbrella and works extensively with the direct sales force as well as several other
organizations within the company.
Essential Functions:
• Review and confirm sales quotes for contract terms and pricing and margin guidelines
• Assist sales force with basic financial structures of deals (lease vs purchase, discounting levels, contract obligations,
etc)
• Manage and update receipt of purchase orders
• Adjust discounts and pricing for sales quotes as necessary
• Assemble final booking package for appropriate approvals
• Complete quote conversions through the SAP system with accuracy
• Maintain active bookings files and booking documentation database
• Provide reporting and analysis from sales quotes and bookings
January 2104 – September 2014
TEK Systems (Contractor) / Windstream Communications
Network Analyst / Carrier Operations
11001 Executive Center Dr
Little Rock, AR 72211
Provides technical direction to Network Analysts and Engineers to effectively deliver excellent technical support with
outstanding customer service for a growing number of carrier services. Has frequent contact with customers, account
execs, subordinates, peers, and independent vendors. Responsible for providing operational support for Windstream’s
service provider data network which includes tier 1 enterprise customers (Verizon, AT&T, Time Warner Cable,
Frontier, Sprint, T-Mobile).
• Acts as escalation point and provides direction on critical issues and incidents leading to timely service restoration.
• Ensure network stability and availability through the use of monitoring and reporting tools.
• Conduct critical incident triage, change activities, incident resolution and post mortem review.
• Utilize systems tools such as Remedy Ticketing System, ASAP / MSS M6, REACT and CISCO CTC Launcher
January 2009 – September 2013
Hewlett Packard Company
Single Point of Contact (Quote & Config Team)
Hyperscale & Cloud Operations
355 Ledgelawn Drive
Conway, AR, 72034
Collaborate with executive management of the sales, finance, and operations teams to identify and address
opportunities and challenges associated with quote to cash (RFQ / RFQ) activities. Support the Enterprise Sales team
by providing technical information and product knowledge. Provide a high level of customer service while fulfilling
closed bids and quotes. Provide leadership and guidance on complex system confirmations. Monitor work-in-process,
turnaround times, and quote specialist workload to ensure metric outcomes meet organizational SLAs. Manage
relationships with customers, internal partners, and team members. Take ownership to define customer needs and
exercise sound judgment to implement solutions. Serve as main escalation point for resolution of issues surrounding
quote to cash processes, pricing discrepancies, and customer satisfaction. Assure adherence to federal, state and
regulatory guidelines through effective supervision of a team of four quote specialists.
• Correlates all cost information within time frame of bid date and time needed by contractors and sales
• Maintains and logs projects for quotations.
• Prepares formal quotations and submittals.
• Assists with project management and coordinates deliverables
• Acts as focal point for questions concerning specifics of quotes and proposals. Prepares monthly reports
tracking quotation activity and key metrics.
• Increased productivity by approximately 25% by introducing a configuration template process that replaced a
time consuming manual process and dramatically increased turn-around time (TAT)
July 2006 – January 2009
IT Support Analyst
Dillard’s Corporate
1600 Cantrell Road
Little Rock, AR 72201
Duties include:
Provide technical support for Dillard’s 300 plus retail stores,
distribution centers and corporate offices. Provide support and troubleshoot the following:
Windows NT and XP workstations / MS Office
Lexmark, Datamax, Xerox and IBM printers
CISCO access points
CISCO routers / switches
IBM servers
AS400
Active directory
Security settings
March 2006 – July 2006
Director of Community Relations
Arkansas Travelers Baseball Club
P.O. Box 55066
Little Rock, AR 72215
Duties include:
Responsible for managing all community development initiatives throughout the organization. Plan, develop and
implement programs to promote community awareness. Responsible for supervising the image of the organization
within the community and league.
September 2003 – January 2006
Promotion / Marketing Director / Producer / Web Master
Archway Broadcasting
KOLL KHTE KKZR KLEC
400 Hardin Rd. Suite 150
Little Rock, AR 72211
(501) 219 – 1919
Duties included:
Coordination of events, volunteer recruitment, marketing and media for station promotions (contests, concerts, events,
etc.), business-to-business sales experience, development and execution of marketing strategies and plans, creative
brainstorming and development of PSAs, media buys, supervisory and leadership skills, and project management.
Produced the “Rock Hard Mornings Show” on Active Rock station KKZR 93.3 The Razor. Duties included show
material, booking guests, contributing to various aspects of the show. Maintained all stations web content.
February 2003 – Current (Part time)
Parts Specialist / Internet Sales
AA Auto, Inc.
8125 Hwy. 161
N. Little Rock, AR 72117
(501) 835 – 5209
Duties included:
Person-to-person sales, coordination of ordering and shipment of foreign parts. Customer service skills, organization
skills, Internet networking for new customers.
Current part time duties:
Repair and service on all printers and PC’s within the office. Installation
and configuration of all software including, but not limited to, antiviral and security.
March 2000 – January 2003
Customer Service Rep / Technician
Conway Office and School Supply
1153 Harkrider St.
Conway, AR 72032
(501) 329 – 5604
Duties included:
Repair and maintenance on office equipment copiers fax machines, PC Troubleshooting, customer service, person-to-
person sales experience, business-to-business sales experience, delivery, standard office procedures (answering
phones, faxing, typing, etc.), and organizational skills.
September 1998 – February 2000
Customer Service Representative
Westend Citgo Station
400 Hardin Rd
Conway, AR 72034
(501) 329 – 1809
Duties included:
Customer service, sales, inventory organization, weekly reporting and evaluation of sales.
Educational Background
Pulaski Technical College
Little Rock, Arkansas
Dates attended: 1999 - 2008
Graduated with a Technical Degree in Computer Information Systems
Recent Professional Training & Certifications
• I HDI (Help Desk Institute) Certified Desktop Support Technician
• Introduction to Lean Six Sigma
• Business Analysis: Introduction to Requirements Analysis
Skills & Applications
• Microsoft Office Suite
• Windows 8, 7, Vista, XP and NT
• Watson System Configuration Tool
• Siebel
• Workflow Suite (WFS)
• Remote Access / VPN, Remote assistance software (Netop, VNC, Remote Desktop)
• REMEDY Ticketing System
• ASAP /MSS / M6
• Audio production and alteration tools (CoolEdit Pro, Adobe Audition, and NextGen)
Career Summary
Accomplished professional demonstrating over 10 years of achievement, in the areas of IT / Technical Support,
Customer/Relationship Management, Cost Reduction & Containment, and Continuous Process Improvement. Strong
partnership building skills with proven ability to drive and sustain change within multi-million dollar accounts.
Recognized for incorporating innovative techniques and processes to eliminate inefficiencies and optimize productivity
by as much as 30% while producing over $25M in annual savings. Qualifications include:
• System Configuration and troubelshooting
• Contract Negotiations
• Performance Management
• Competitive Bidding
• Management Reporting
• Supplier Sourcing & Analysis
• Logistics/Supply Chain
• Key Client Relations
• Strategic Business Planning
• Product Acquisition
• Proposal Development
• Team Leadership
• Product Lifecycle
References
Roy Williams
Hewlett-Packard Company
ACSO Design to Offer
Sales Operation Manager
acped3@r.postjobfree.com
Teresa Chauvet
Hewlett-Packard Company
Hyperscale Operations
acped3@r.postjobfree.com
Lisa Phillips
Controller
Alliance Productions
3200 S Shackleford Rd # 4
Little Rock, AR 72205
(501) 350 – 0593
acped3@r.postjobfree.com
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