Sales Software
Resume:
Angela M. Gilliard
Green Pond, SC 29446
******.********@*****.***
Systems Integration Engineer
Accomplished business and technology professional with comprehensive
experience in software engineering, customer training, software support,
execution, tracking, and delivery. Over 15 years of customer support and
training experience. Customer-driven management style skilled in
establishing long-term relationships with customers and co-workers employs
a unique blend of hands-on management, teamwork, implementation and
optimization, and lean manufacturing. Known for "digging in" to
understanding systems and improve business processes. Strong collaborative
style with all levels of the organization and solve cross-functional
problems with front line, peer organizations, and senior management. Core
competencies include:
Leadership Skills . Technical Expertise . Analysis . Administration and
Time Management
TECHNICAL SKILLS
Hardware:
HP Proliant Servers; Dell PowerEdge Servers; Stratus Servers; Intel
Platforms; 3COM, Dell and Cisco managed switches; Dell Power connect
Switches; Cisco 2500 Series router; Combrio; NIC cards and various network
hardware; HP Lasjerjet printers; Modems; CSU\DSU's; Combrio; Mac; A+
certified; Network + certified
Software:
Windows 2000\2003 Server; Windows NT\2000\XP; Novell 3.12; Novell 4.x;
Novell Active Directory; Mac 10.x; AS\400; VAX\VMS; TCP\IP; IP Tunneling;
IPX; DHCP; VPN; NETX; NetWare; Oracle 9i; Microsoft Access; Crystal
Reports; Microsoft Office 2003/2007 (Word, Excel, PowerPoint, Access,
Visio, Project, Office); Lotus Notes; MS-Outlook; WebEx; Microsoft Live
Meeting\Easy Assist; Symantec PCAnywhere; Combrio; Ghost; Acronis; E-trust;
Arc Serve; Abacus; Citrix; Apache Tomcat; IIS; ClearQuest; Macromedia JRun;
Visual Basic 6; UNIX; JAVA; Pascal; COBOL; C\C++; Fortran; SQL; SQL Plus
CAREER HISTORY
Pitney Bowes, Danbury, CT
2000 - 2010
$6B Mailstream Technology Company that helps organizations manage the flow
of information, mail, documents and packages.
Systems Integration Engineer & Customer Trainer (2008-2010)
Configured, supported and integrated web-based software to a variety of
document output printing and production mail customers. Key liaison for
support between Sales and the Customer, Engineering, Test Engineering, and
Field Service.
. Trained, advised and consulted with 45 mailing customers on new software
applications resulting in a 20% reduction in customer / service support
calls
. Installed, configured and managed Windows 2000/2003/2008 Servers
. Configured RAID 5 and RAID 10 Drive Arrays on HP Proliant servers and
Dell SAN MD3000i storage devices
. Installed and configured IIS and Apache Tomcat web servers
. Installed network servers, UPS's, storage arrays, hubs, switches, routers
and modems
. Gathered business requirements, documented and tracked customer
enhancement requests, developed test plans, test cases, test solution and
deployed customizations
. Analyzed, defined, and implemented network requirements, reviewing the
needs of end users, and projects future network goals.
. Installed, tested, maintained, and upgraded network operating systems
software.
. Installed Oracle 9i and modified generic user database per customer
requirements
. Acted as subject matter expert to sales team and customers
. Acted as liaison between customer and their IT department to determine
network and hardware requirements
. Documented and managed software bugs and customer enhancements submitted
to development engineers on clients behalf
. Experienced in working in environments where priorities change quickly
. Successfully implemented and trained over 40 enterprise solutions to
Fortune 500 customers resulting in total revenue of $45M
. Coordinated and lead several internet software training courses on
company software as well as product demonstrations to potential clients
. Created course outlines and training materials for service personnel and
customers
. Created and executed product presentations and demonstrations with Sales
personnel to fortune 500 customers resulting in sales from $45 K up to
$3 M in revenue
. Configured and supported company's demo network for annual trade shows
and events resulting in average annual sales totaling $4.4 M
. Created four customer application training manuals and two technical
training manuals for field service technicians on mailing software
. Created technical specs and "FAQ's" for support help desk
. Evaluated existing customer workflow and procedures to determine
integration requirements saving 25 companies > $480 K annually in gross
revenue
. Managed, maintained and debugged proprietary custom export software which
generated over ~ $675 K in revenue
Southern Regional Support Specialist (2006-2008)
. Managed 7 Pitney Bowes major accounts and responded to all technical
issues, generating ~ 4 quotes/month for new products and following up to
ensure quality for field technician services
. Installed networked computers, servers and mail management software
. Integrated Data manipulation; import, export, and database conversion
Software Support Engineer (2000-2006)
. Successfully handled >10 customer and field service rep calls/day on
proprietary mailing machines, server hardware and software issues,
resolving 90% and escalating <10% to engineering
. Created 4 technical guides, 3 customer training manuals and 16 technical
bulletins to assist technical service reps in installing software and
troubleshooting common issues, reducing service calls by 30%
. Conducted and supported sales team on presales technical presentations
and product demonstrations, which lead to $6.4 M in new sales over 3
years
. Built and integrated PB network servers and software solutions for
customers
Del Webb Communities, Sun City Hilton Head Bluffton, SC
Information Systems Trainer (1998 - 2000)
. Promoted for providing excellent technical desktop support for over 200
employees
. Converted 100+ workstations from Windows NT to Windows 2000 in 3 months
. Converted 200+ desktop users from GroupWise 3.x to GroupWise 4.x. in 2
months
. Provided training to entire staff of 200+ prior to site conversions,
reducing support calls by 35% compared to other sites that had not
coordinated and managed external training with outside vendor on
Microsoft Office for company users within 6 months reducing planned
training completion time by 4 months
. Conducted training sessions on various AS/400 software applications,
Microsoft PC software applications, and computer hardware training for
company employees.
. Contributor for company business process improvements. Developed and
maintained documentation on company computer systems
Information Systems Technician (1996 -1998)
. Installed and maintained 180 computer desktops. Installed and configured
PC enhancement products.
. Resolved problems with hardware and communications equipment with end
users, Help Desk and vendors.
. Diagnosed and resolved problems with PCs, printers, terminals and
communication equipment.
. Installed and configured new computer systems and application software on
personal computer systems. Performed Local Area Network (LAN) and
standalone PC backup and recovery procedures.
. Performed computer equipment relocations and routine maintenance.
. Instructed computer users in the operation of PCs, printer and terminal
hardware
. Awarded "Employee of the Year" award for 1999
. Awarded "Employee of the Month"
Bureau of Land Management (Internship), Salem, OR
Systems Analyst
. Created and maintained warehouse Microsoft Access database used to
control inventory.
. Provided software and hardware support for more than 150 network users
located in both home office and remote offices.
. Assisted in the email (GroupWise) and file management of the local Area
Novell network
EDUCATION
Bachelor of Science, Computer Science, Minor Mathematics, South Carolina
State University, Orangeburg, SC
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