Customer Service Sales
Resume:
Matthew Toral, Professional Experience…Continued
MATTHEW TORAL
*** **** **. *******, **. M8W 4H5 647-***-**** ******@****.***
*** **** **. *******, **. M8W 4H5 647-***-**** ******@****.***
•
Professional Profile:
• Self-motivated and results driven
• Good time management skills
• Able to work in fast-paced environments
• Strong organizational, analytical and problem-solving skills
• Strong team-work skills but able to independently when needed
• Bilingual (English/French)
Qualifications:
• Post-Secondary education in Business and IT focusing primarily on Enterprise Resource Planning
• Experience providing IT support for both internal business customers and retail patrons
• Technical mind willing to investigate hardware/software issues
• Technical Skills:
o Microsoft Office Suite (Word, Excel, Outlook, Access, Powerpoint and Lync)
o Microsoft Visio and Project
o Active Directory
o Microsoft SQL
o SCCM
o Remote Desktop
o Operating systems: Windows XP, Vista, 7 and OSX
o SAP CRM
o Citrix
o Salesforce Administration
EDUCATION / CERTIFICATIONS
Ryerson University – June 2012
Bachelors of Commerce – Business Technology Management
• Major: Enterprise Resource Planning – With a primary focus on SAP
Ryerson University – June 2008
Certificate – Information Systems Management
PROFESSIONAL EXPERIENCE
COMPUCOM, MISSISSAUGA, ON Jan 2013 – Current
Bilingual Help Desk Analyst – Supporting Suncor
• Support for clients through phone calls and emails
• Logged issues in SAP based ticketing system
• Forwarding and escalating issues to tier 2 support teams
• Provided first level support for common Windows XP and Windows 7 issues
o Mapping shared drives
o Printer installation
o Restoring and repairing outlook .pst files
• Reset and unlock user accounts
Matthew Toral, Professional Experience…Continued
• Push software to workstations from SCCM
• Administrated RSA tokens
• Consulted and maintained salesforce based knowledge library
SHRED-IT, SAP/HANDHELDS IMPLEMENTATION PROJECT Sept 2011– Oct
OAKVILLE, ON 2012
Technical Analyst - Mobile Systems:
Handheld Support:
• Built and configured the handheld units which were distributed to the North American branches.
• Handheld software packages included:
o SKY Mobile – interface between the handhelds and SAP
o SOTI Netmotion Control – remote connectivity agent
• Provided first line handheld support for the deployment team during go-live periods
• Provided ticket based support for all active branches in North America and the UK
• Performed initial testing for handheld software patches before they were handed off to the business
SAP:
• Assisted developers and branches by identifying confirmation errors between the handhelds and business process which
included:
o Verified and maintained custom SKY tables
Managing Customer Service Representatives’ (CSR) credentials
Maintaining branch resources within those tables (CSRs and Trucks)
o Ensured order were created correctly
o Identified and resolved any contract conflicts with ship-tos
• Created and configured master data information in DEV and QAS which were used for testing
Records Management:
• Managed Master Data for new records management customers for PRD in both CRM and ECC
• Using the DHS total recall records management software, created and maintained user roles and credentials
• Extracted invoice information from DHS and uploaded it to SAP for billing
SharePoint:
• Managed project sites
o Built document libraries
o Assigned permissions
HANDY TAX, TORONTO, ON Apr 2011 – Feb 2013
General IT
• Setup and configured workstations and phone system for users
• Configured workstation backup schedules and setup network backup drives
• Implemented accounting and invoicing software and provided training on its use
• Provide ongoing IT support when needed
FINCHAM AUTOMOTIVE SUPPLY, ETOBICOKE, ON Mar 2011 – Jan 2012
175 BETA ST. TORONTO, ON. M8W 4H5 647-***-**** ******@****.***
Matthew Toral, Professional Experience…Continued
Inside Salesperson
• Managed accounts for commercial customer
• Oversaw the timely preparation and delivery of customer orders
• Contacted vendors and distributors in order to source special order items and stock
• Managed delivery staff and oversaw the scheduling for vehicle maintenance
UNITED AUTO PARTS INC, ETOBICOKE, ON Jul 2008 – Jan 2011
Outside Sales Representative
• Visited customer locations on a weekly basis to ensure their expectations of service has been sufficient to maintain a good
relationship with the company and to find new ways to increase sales from that location
• Forecast customer’s demands on stocking items and arrange for advanced delivery to ensure the uninterrupted operation of the
customer
• Negotiate pricing with the customers in order to gain a larger share of their business demands
• Building strong relationships with the customer by educating them on new product lines
• Worked with the area manager to outline targets in the market
• Consistently met monthly and quarterly sales targets
TIGERDIRECT.CA, ETOBICOKE, ON Dec 2005 – Nov
2008
Dec 2005 – Nov 2008
Technician
• Troubleshooted and repair computers brought in for repairs
• Built and serviced customer computers
• Consulted with customers about upgrade or new system options
• Consistently met sales quotas each month
REFERENCES
Available upon request
175 BETA ST. TORONTO, ON. M8W 4H5 647-***-**** ******@****.***
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