Sales Quality Assurance

Diane Hidrogo

***** ***** ***** ***** * Peyton, CO 80831

Email: *******@********.***

Cell: 719-***-****

OBJECTIVE: To obtain employment with a dynamic, equal opportunity employer

where my technical talents can be enhanced for the benefit of Company and

personal growth.

EXPERIENCE:

09/2008 - Present AT&T

Lead Solutions Architect

Assist the sales team by developing architectures (software, hardware,

storage, networking components) as part of the AT&T Hosting and Application

Services organization for Oracle Hosted Services opportunities.

12/2006 - 09/2008 Hewlett Packard

Solutions Architect - Database Archiving Software

Provide expertise and focus on driving the success of the Information

Lifecycle Management product line, primarily with the Database Archiving

Software for Oracle E-Business, PeopleSoft and Custom applications. Assist

with qualifying private and public sector sales opportunities, provide

product demonstrations, assist with RFP's and helping customers understand

the technical capabilities of the products and solutions offered by HP.

Work with customers on product and solution evaluations to ensure positive

customer experience. Assist with Quality Assurance, requirement

definitions, implementations, etc.

8/2005 - 12/2006 LogicalApps (now Oracle GRC), Irvine, CA

Solutions Consultant - Governance/Compliance software

Technical pre-sales product expert for Governance software solution to

address compliance within the Oracle Application E-Business Suite. Assist

in determining customer requirements, establish customer expectations and

manage customer relationships (Private and Public Sector clients).

Responsible for driving proposals, RFP's, RFI's, and related documents to

completion. Participation in product requirements definition, design

processes, quality assurance, installation and implementation of product.

Responsibilities include proof of concept implementations, product

expertise, product demonstrations, product support, quality assurance,

sales assistance, etc. .

02/2004 - 08/2005 EchoStar, Denver, CO

IT Manager, Application Support and Administration

Implemented new support model for providing a tiered approach to

application support for production

issues related to Oracle ERP, Siebel, Clarify and custom applications.

Staffed team with cross-functional application experts and demonstrated

success of the model by immediate reduction of escalated support issues to

development staff. Rebuilt damaged customer relationships of the IT

Development staff and business users. Provide monthly statistical analysis

for executive leadership. Perform management duties to include hiring,

reviews, statistics, policy and procedure development, etc. Help to

establish customer expectations and manage customer relationships. Perform

in a lead role for technical issues related to the Production environment

and Oracle System Administration.

6/2002 - 02/2004 Expanets Denver, CO

Application and Production Manager

Manage a team of Tier 1 helpdesk personnel and Tier 2 specialists that

provide end-user support on the Expert System, which includes Oracle 11i

applications, Siebel Call Center applications and the Oracle database.

Responsible for development of all procedures related to duties of the

team. Provide system administration to the Oracle system, responsible for

implementation of Security standards, guidelines and procedures relating to

production and non-production systems. Liaison to development and vendors

for resolution of bugged issues. Provide assistance with upgrades and

maintenance of systems. Ensure that Tier 1 and Tier 2 personnel provide the

highest level of customer service and support. Liaison to external service

providers in relation to the production system. Support of all Oracle

Applications, to include: Oracle Human Resources, Accounts Receivable,

Accounts Payable, Workflow, Order Management, Service Contracts, System

Administration, CRM, Self-Service, Purchasing, etc., as well as the

management of Billing and Financial production batch processing within the

Expert system and integration issues to Siebel. Perform management duties

to include hiring, reviews, statistics, policy and procedure development,

etc. Help to establish customer expectations and manage customer

relationships. Also perform in a lead role to the team for technical issues

related to the Production environment.

Responsible for the initial creation and management of the helpdesk

organization to provide Tier 1 support to end-users for internal Siebel and

Oracle systems. Carried project through from start to finish, developed all

processes/procedures, training, hiring, etc. for rollout within 45 days.

Successfully lead a smooth transition of production management tasks from a

'hosted' service provider to the internal group with projected savings to

Company of $85,000 per month over four years.

1/2001 - 4/2002 Global Commerce Systems Broomfield, CO

Technical Sales Consulting Manager

Management at a software development startup company located in Broomfield,

Colorado. Performed in a variety of roles from management, project

management, quality assurance, requirements gathering and development,

marketing research, sales, consulting, implementation and installation,

education and training. Below is a description of some of these duties:

Technical Sales Consulting Manager (Direct report to VP of Sales):

Management of a team of consultants to provide support to the global sales

team. Develop and deploy sales processes and procedures. Participate in

sales calls, sales seminars and roadshows as a product knowledge expert.

Provide and manage technical resources during the pre and post sales cycle.

Assist in determining customer requirements. Help to establish customer

expectations and manage customer relationships. Provide cross-functional

management of Technical Sales Support and other disciplines within the

company. Participate in a variety of cross-functional assignments in sales,

operations and other areas of the business. Responsible for driving

proposals, RFP's, RFI's, and related documents to completion. Participation

in product requirements definition, design processes, quality assurance,

installation and implementation of product. Perform in a role of technical

sales consultant when needed. These responsibilities include proof of

concept implementations, product expertise, product demonstrations, product

support, quality assurance, sales assistance, etc.

2/2000 - 1/2001 Global Commerce Systems Broomfield, CO

Customer Solutions and Development Manager

Management of a team composed of courseware developers, trainers, and

technical writers. Develop strategic corporate education plans for

external and internal customers. Responsible for development and delivery

of a Sales Certification Program and all sales related training. Develop

Sales Processes and Procedures. Oversee Learning Services sales

opportunities, as well as point of contact in regards to external customers

(projects). Create and maintain Learning Services infrastructure to ensure

proper utilization of internal talents. Manages client relations and

oversees senior/associate client interactions when possible. Meet and drive

revenue goals for group and contribute to overall department goals.

1/1998 - 2/2000 Oracle Corporation Colorado Springs, CO

Technical Engineer

January 1999 - January 2000

Release 11i SWAT Team member

One of 50 team members nominated and selected from all of internal Oracle,

worldwide, to be responsible for a successful rollout of Oracle's latest

application release, 11i. Responsible for teaching early adoption

customers, partners, internal sales, consulting and support Delta Training

(new features). During this time, also participated in beta testing

efforts, as well as the product readiness team. Products personally

responsible for: Internet Procurement, E-Commerce Gateway, Oracle

Applications Installations, Upgrading and System Management.

Technical Engineer - Emerging Products

Provide Technical Support for customers using the Electronic Data

Interchange (EDI) product. Provide assistance to all functional analysts

with regard to Application Object Library (AOL). Instruct brown bag

sessions for the functional analysts to help them expand their technical

abilities. Instruct the Introduction to Apps Technology class, offered as

part of the initial training program to new hires.

Head a self-paced installation bootcamp for functional analysts. Provide

equipment setup, materials, and assistance to analysts while doing a 5-day

Oracle Applications installation. 6 weeks participation in the product

release beta testing for the EDI product at headquarters in Redwood Shores,

CA.

January 1998 - January 1999

Associate Technical Engineer - AOL Group

Provide Technical Support within the Application Object Library group. This

group deals primarily with issues regarding the foundation of the

applications as well as the installation. Acknowledged as the first

Analyst of the Month. Recognized for consistently taking the 2nd highest

number of calls within the group, as well as high closure, low re-open

rates.

7/1996 - 1/1998 MCI Telecommunications, Inc. Colorado Springs, CO

Program Analyst II

Responsible for testing, data analysis, statistical progresses, etc. on

software applications designed for Real Time Restoration (RTR)

7/1994 - 7/1996 EnerCon Enterprises Colorado Springs, CO

Operations Manager

Responsible for all aspects of office and operations management.

10/1992 - 7/1994 Pikes Peak Investigations Colorado Springs, CO

Operations Manager

Responsible for all aspect of office operations management.

10/1989 - 2/1992 US Army Colorado Springs, CO - Previous Secret Clearance

held

71L/Platoon Leader - Human Resources Division

Responsible for creating and maintaining database to hold all drug testing

results for soldiers within Korea. Responsible for all reporting result

findings to commanders.

EDUCATION:

University Of Phoenix US-CO-Colorado Springs

Bachelor of Science, Business Information Systems

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