Maintenance Sales

* ******** *******

Financial Trading Communications Client Services & Operations Professional

experienced in managing global maintenance contracts and Client Services

team servicing the financial communications trading industry. Effectively

managed group, leading to strong incremental revenue generation. Managed

customer maintenance portfolio through entire contract life cycle ensuring

on time delivery of contract requirements, profitability, customer

satisfaction and client retention. Continually introduced productivity

tools to improve overall business operations. Solid organizational,

communication and time management skills. Effective communicator with

excellent team building and interpersonal skills; work well with

individuals at all levels. Recognized as a resource person, problem solver

and creative leader. Bilingual in Spanish.

2 CAREER HISTORY

IPC SYSTEMS, INC - Global provider of trading technology solutions and

products to the financial services industry.

Manager, Maintenance & Support Services, New York Region (2007 - 2011)

Supervised a $50 million customer maintenance portfolio comprised of over

350 Fortune 1000 financial services organizations with trading floors

across the US, LATAM, EMEA and APAC. Operated cross-functionally with

sales, product management, operations, and customer relationship teams to

develop and implement hardware/software maintenance proposals and contracts

for the global financial trading business line. Served as the primary point

of contact through the entire maintenance contract life cycle, providing

approvals on special pricing for labor and hardware, fielding inquiries

from internal teams regarding contract legalese, overall company services,

and product/software versions and compatibility. Customers included Goldman

Sachs, JPMorgan Chase, KBW, Bank of America, Citigroup, UBS, Deutsche Bank,

Knight Capital Group, Nomura Securities, RBS Securities and Wells Fargo.

3 SELECTED ACCOMPLISHMENTS

. Developed a Maintenance Tool that implemented company-wide standardized

pricing and procedures for Time and Materials customers returning with

maintenance requests. Previous inconsistencies across local offices

resulted in lost revenue, affecting overall profit margins.

. Streamlined the maintenance survey process and eliminated incorrect

pricing by creating one comprehensive intake form that supplied the full

list of all hardware and software necessary for the creation of

maintenance agreements. Placed on SharePoint server enabling access from

one centralized location.

. Pioneered the implementation of newly developed software system

TradeCare, built to replace the manual process of calculating complex

pricing models. As a designated super-user, provided engineers with

feedback on interface improvement suggestions prior to final release.

After the system's full release, developed a custom training program and

delivered to senior management across the globe. Ease of use resulted in

company-wide use of web-based maintenance agreements.

. Unearthed several million dollars of uncollected maintenance revenue by

reviewing and comparing customer sales contracts and installation reports

with yearly maintenance inventory survey results.

. Initiated a software compatibility project to provide Sales Teams with

opportunities for up-sell and facilitate troubleshooting efforts for

Technical Personnel. Tracked all customers' software PBX compatibility

with IPC trading turret systems, coordinated, scheduled and completed

over 200 upgrades enabling QSIG interface compatibility between IPC

Systems and Avaya, Cisco, Nortel, Siemens and other PBX Systems. Updated

all databases after completion, allowing engineers to view all customers

software/hardware versions.

. Served as the legal team's primary point of contact for authorization of

Operations contract terms. Verified and provided approvals or

modifications to client requests on maintenance contracts, ensuring

contract language protected IPC's financial position.

Manager, Client Services (1994 - 2007)

Supervised and mentored a team of Client Services Representatives (CSR) in

servicing over 350 Fortune 1000 financial services organizations. Assured

all deadlines, policies and procedures were properly adhered to. Developed

high-level relationships across multiple teams, facilitating internal

transactions and completion of rush requests. Oversaw all customer-related

technical, hands-on training and software upgrades. Initiated a reporting

tool to manage CSR activity and revenue recognition. Efficiently managed

customer escalations issues and interfaced with multiple internal, cross

functional teams, including sales, operations, project management and

legal.

SELECTED ACCOMPLISHMENTS

. Developed an incentive program to remunerate the CSR's for actively

pursuing maintenance contracts, MAC work and sales lead generation,

resulting in 25% of additional incremental revenue.

. Successfully completed Add-on Pricing document to be used as a primary

resource to standardize pricing domestically and internationally.

. Created and maintained a Public Folder in our Internal Systems for

several departments encompassing discounts, labor price lists, and third

party vendor prices. This enabled the team to accurately price customer

quotes and the operations team to accurately invoice the client base, and

facilitated the flow of information between the groups.

. Developed a document to track on-site technical personnel coverage hours

and labor rates at customer locations, facilitating accurate pricing on

maintenance contracts.

. Managed the overall upgrades for Year 2000 (Y2K) bug for all New York

customer base resulting in year 2000 compliant operating systems and

system software

. Coordinated on-site user training and cutover coverage for customers

migrating from legacy IPC Slimline turrets to Alliance IQMX and IQMAX

turrets.

. Managed and invoiced all customer billable training classes ensuring

additional annual revenue generation

2

Senior Account Manager, Client Services (1990 - 1994)

Generated sales leads to internal sales force. Actively delivered and

negotiated maintenance contracts, MAC orders. Scheduled and trained

customers on new trading telephone systems. Performed demos and

presentations with sales group. Provided training material custom-tailored

to customer's specific needs.

EDUCATION

Washington Irving High School, New York, New York

Gregg Business Institute, Dominican Republic

Bookkeeping and Accounting

3 PROFESSIONAL QUALIFICATIONS, TRAINING AND ACCREDITATION

4 Leadership Program - Strategic Training Solutions

Leaders for Tomorrow - American Management Association

Telecom Fundamentals - Telephony Networking - Global Knowledge

PROFICIENCIES

Microsoft Suite, Outlook, and Remedy Databases

Knowledge of IPC Alliance MX Trading Systems

ADDITIONAL EXPERIENCE

. Broad knowledge of the IPC Alliance Trading System backroom and front

room equipment.

. Coordinated Alliance System software upgrades. Interfaced with

customer and technical personnel.

. Interfaced with IPC Compliance Engineer Manager and customer PBX

vendor to guarantee compatibility software versions between IPC and

PBX Systems (Avaya, Cisco, Nortel, Siemens) when software upgrades

where required.

. Provided price quotes to customers for systems MAC orders (move, add,

changes).

. Interfaced with the finance department for the processing of invoices

for MAC installs, T&M, and global maintenance contracts.

. Dealt with vendors for third party products offered by IPC to the

customer base.

. Interfaced with Product Management team when new products were

released to insure product/pricing information was current.

. Interfaced with IT department to automate the maintenance processes,

including equipment inventory surveys, accounts status and database

reports.

. Worked with Project Management team to guarantee accuracy of cutover

and warranty documents of customer installation cutover dates, systems

software versions and material inventory.

. Responsible for the New York Region customer data input and integrity

of IPC's core system Remedy.

. Supplied updated systems software levels revisions to Director of

Operations Support Systems to preserve global software uniformity of

all databases.

. Key member of the TradeCare implementation team, a multi-functional

group tasked with putting a complex workflow based system in place to

handle Maintenance administration.

Key member in the completion of the Oracle/Remedy Systems installed

customer base mappi

Contact this candidate