Sales Customer Service
Resume:
Randall Allen Pfifer
[pic]
Fanwood, New Jersey 07023
*******@*******.***
Professional Summary
Have a proven technical background in pharmaceutical SFA, workforce
management, payroll and financial/revenue tracking applications.
Provide expertise in customer support including interoffice and remote
communication. Coordinate the appropriate documentation and resources
to accomplish the task at hand.
Professional Experience
Cybershift, Inc, Parsippany, NJ
Applications Engineer
September 2008 - Present
. Build/Upgrade QA, Staging, Test and Production environments for
clients
o Execute SQL to build database
o Create domain using Websphere or Weblogic
o Create Windows services to automate startup and shutdown of
environments
o Configure environments for different business segments -
Enterprise, Small Business, Premium
o Configure basic and complex daily tasks in Tidal Scheduler
o Create Inetsoft and Jaspersoft report environments
o Submit configuration for internal and offsite data center load
balancers and firewall
o Create and maintain environment monitors
. Identify and troubleshoot issues with the environments
. Create Product Management and Development tickets for bugs in
the software
. Create Change Management forms for production upgrades and fixes
. Adhere to SAS-70 compliance
. Monitor support line and desk for high severity issues
The CIT Group, Livingston, NJ
Application Administrator
August 2007 - Present
. Administrate Shaw Commercial Loan application system
o Participant in SDLC for the Shaw Commercial Loan application
o Perform Windows 2003 systems administration on 5 Dell Poweredge
series servers
o Installation and maintenance of IBM Web Sphere 6.0 on 4 of the
servers
o Installation and maintenance of Transoft USQL Server/Client on 3
servers
o Schedule and run Control-M jobs to initiate Shaw daily batches
o Manually run daily batches locally from Avocent terminals and
remotely using Remote Desktop
o Edit Shaw JCL, Reader Cards and data files when needed to
facilitate batch processing
o Maintain Disaster Recovery procedures for Shaw and test the
process quarterly
o Adhere to Sarbanes Oxley compliance for Shaw system outages by
providing a detailed account of the issue
. Identify data disconnect issues with custom Pre-Screen web
application and Salesforce.com
. Manage two Application Support Specialists - one in Livingston
and one in Colorado
. Manage all technical assets (Dell laptops and desktops,
Blackberrys, peripherals) for Small Business Lending group
. Perform Desktop Support (all software and hardware) and provide
Customer Service for Small Business Lending group
. Provide ad-hoc training for SBL operations and sales groups
. Represent SBL group in Systems Technology and Services meetings
. Communicate any system changes that will effect SBL group
. Represent SBL Systems group in all SBL meetings
. Work closely with CIT Telecom, Citrix, Oracle, File and Print
and Network group to resolve issues and ensure a constructive
and productive environment
. Ensure that all SBL issues are resolved in a timely and
satisfactory manner
Schering Plough Animal Health, Berkeley Heights, NJ
QA/Call Center Manager (Consultant for RCM Technologies)
March 2007 - August 2007
Call Center Manager
. Managed a team of Call Center Schedulers
. Developed and launched Call Center based on backlog scheduling
requirements of Schering-Plough
. Developed and enforced processes and procedures for Call Center
Schedulers
. Installed and configured Multi-Calendar scheduling software on
multiple clients
. Trained Call Center Schedulers on appropriate call handling and
procedural updates
. Maintained communication between Sales Force, Schering Plough
management and Schedulers
. Created ad hoc reports from daily scheduler call logs for
Schering Plough management
. Exported data from Autotask ticketing system to create ad hoc
reports in Excel
QA Manager
. Managed a team of data entry clerks
. Developed and enforced processes and procedures for Data Entry
. Trained Data Entry staff on procedural updates
. Checked for errors in Autotask business management/ticketing
system
. Maintained consistent work flow between Data Entry and Call
Center
Berlex Laboratories, Inc., Wayne, NJ
SFA Systems Analyst/Siebel Administrator
July 2006 - March 2007
SFA Systems & Maintenance
. Completed maintenance on systems in an accurate and timely
manner
. Maintained consistent work flow in support of the field force
. Informed appropriate personnel of maintenance completion
. Performed business end user interface testing using test scripts
developed by SFA Support Team
. Recommended enhancements and changes to maintain and upgrade
systems and procedures
. Performed and analyzed results of business user tests for
upgrades to Siebel
. Communicated completion and/or direction on use of data to Field
Sales personnel
. Used training materials to simulate class environment, as needed
. Maintained user, product and other system related tables
. Ran data load process monthly and verified data content
Siebel System Administration
. Added New Sales Force & Home Office Users
. Created Syndicated Data files & Database extracts for current users
. Processed terminations, resignations, territory transfers and name
changes
. Resolved Server Pendings as needed
. Processed Add/Change Account requests
. Processed zip code alignments and major realignments
. Update and maintain LOVs for picklists
. Processed full batch jobs as needed
. Ran weekly State License EIM jobs
. Reviewed log files
. Ran Contact and Account Sales Credit EIM weekly
. Processed business realignments for NHA
. Exported data to create ad hoc reports in Excel
Data Management/Integrity
. Verified accuracy of monthly data loads (NDC, SAP and
McKesson) and analyze reconciliation reports
. Professional profile maintenance within the Siperian
Customer Master application
o Administrated the Data and Merge Manager
o Resolved Customer Master discrepancies
. Worked with Business Analytics group on reporting of sales
data
o Gained working knowledge of Siebel Analytics
. Researched, analyzed and troubleshot Field Sales
issues to maintain data integrity
. Performed clean ups to improve accuracy of physician
and account information for reporting purposes
. Assisted Business Units with creation of report based
on their data needs
. Created ad hoc reports/requests as needed
. Developed & maintained thorough knowledge of
processes, procedures & Rx and Sales data
. Acted as a liaison with vendors (i.e. Wolter Kluwer)
to create an efficient and accurate flow of
information to respond to field and internal
inquiries
. Assisted Field Sales in analyzing and interpreting Rx
and Sales data
Field Support/Vendor Management
. Established and monitored C3i Service Levels in reference to the
open inquiries
. Built and maintained relationships with the C3i Account Manager,
TAS and support personnel
. Reduced the number of open calls from Field accurately and in a
timely manner
. Coordinated and communicated inquiry activity with data vendors
in a timely and concise manner
. Lead weekly C3I conference calls to review issues, escalations
etc.
. Acted as a liaison with C3I to improve procedures, recommend
changes, additions, deletions etc. to processes, or Service
Level Agreements.
Communication
. Composed and updated standard communications that can be used to
expedite the follow up, status and final response process for Rx
and Sales data inquiries
. Insured appropriate people are contacted and informed of up to
date information on system operations and projects
. Established and maintained an effective working relationship
with vendors
. Communicated responses to data inquiries in a timely, effective
and concise manner
. Created and maintained documentation on processes and procedures
(i.e. SOPs, training manuals, etc)
. Made recommendations for more effective and efficient processes
of department and system functions
. Developed & maintained thorough knowledge of processes and
procedures
. Responded to phone and E-Mail requests, for internal and
external Field customers
. Informed appropriate internal and external Field customers of
completion, problems, and general issues in regard to
maintenance, change in maintenance schedules, and any
changes in data vendor activities/schedules
. Maintained an effective working relationship with Field force
and Management.
. Created ad hoc instructions on system functionality
. Provided excellent customer service
Project Coordination
. Coordinated and handled projects as needed
. Developed and maintained the milestones, schedules, and
processes for the projects
C3i, Inc., Morristown, NJ
Siebel Administrator/Help Desk Analyst Level II
March 2003 - July 2006
Siebel Admin
. Administrated the Siebel application including extracting new
databases and syndicated data files, monitoring/checking server
tasks and reviewing synchronization session logs.
. Developed scripts and performed user acceptance testing on new
releases of Focus (Siebel) to the field sales force.
. Ran SQL scripts in TOAD to select data from Oracle tables for ad
hoc reports and data comparison using VLOOKUP in Excel.
. Processed Siebel Employee New Hires, Terminations, Name Changes,
Territory/Position Transfers and contact/professional merges
according to SOPs.
. Provided application support for Eisai Medical Communications
group.
o Tested and ensured that Workflow for Medical Communications
group was up and running.
. Created new and updated existing SOPs for Siebel Admin
processes.
. Troubleshot application and data issues using custom Siebel
admin SRF.
Level II Analyst
. Provided telephone support for Eisai Pharmaceutical field sales
force and their managers.
. Provided telephone support for Eisai Medical Communications
group.
. Created and submitted detailed call logs documenting customer
interactions.
. Supported software consisting of Siebel 6.3 & 7.7, Windows XP,
Office 2003 Professional, MobileXpressway 4.5.1 dialer, Cisco
VPN Client, Lotus Notes 6.0 (forms and email), On Demand 1.3
reporting.
. Troubleshot their hardware: IBM X series laptops with the
appropriate ultra base, CD-RW/DVD ROM, IBM docking station, IBM
AG1, T540 and T541 flat panel monitors and the HP DeskJet 6122
and OfficeJet 6210 printers.
. Followed up on open issues to ensure we meet Service Level
Agreements and resolve the issue at hand.
. Contributed current technical information and best practices
concerning proprietary applications to the proper knowledge
distribution channels, including and not limited to
creation/updating of KO's for Service Ware.
. Performed customer support related tasks and special projects as
assigned by management
Help Desk Supervisor
June 2002 - March 2003
. Monitored real-time CTI and Centre Vu reports to supervise staff
availability and monitor status of up-to-the-minute service
levels.
. Monitored open issues and worked to distribute follow up
activities in order to insure issues are closed within agreed
upon time periods.
. Monitored escalations to ensure hand-off times between tiers,
including client resources and third party, are met.
. Fielded Horizon (C3i's Siebel application) assistance requests
during staffing shortages.
. Took steps to balance call flow and other workload across all
technicians available.
. Took steps to ensure technicians meet their call efficiency
targets.
. Performed QAs (Quality Assurance) of technician's interactions
with field customers and provided remediation as necessary.
. Ensured clear, complete and concise logging of all customer
service interactions between help desk technicians and C3i
client base.
. Generated and analyzed Horizon reports for the identification of
trending issue volume, training opportunities, system problems
and status of open calls.
. Participated in end user testing for new releases of Horizon.
. Generated historical CTI and Centre Vu reports to evaluate the
effectiveness of agents and staffing levels as well as to
supervise workflow.
. Monitored help desk technician activities including, but not
limited to scheduling, daily management, productivity
management, objective and goal setting.
. Acted as first level of management escalation for issue
requiring leadership attention.
. Applied appropriate level of supportive or directive guidance as
technicians' competence and confidence level varies for each
task and project.
. Escalated subordinates' performance issues and provided feedback
consistent with C3i' standard practices.
. Participated in process of selecting high achievers, through
various C3i incentive programs.
. Created Standard Operating Procedures for help desk operations.
Help Desk Analyst Level 1
December 2001 -
June 2002
. Provided comprehensive technical support over the phone for
pharmaceutical field sales representatives and managers with
such clients as Ethicon/Mitek, Ortho-Clinical Diagnostics, Novo
Nordisk, and Viropharma.
. Provided Siebel application support for Novo Nordisk (The Edge)
and Viropharma (Virovision).
. Created, escalated and maintained a good record of issues at
hand using Horizon (C3i's Siebel application).
. Supported all in-house applications for each client as well as
MS Office 97/2000, MS Outlook 97/2000 and MS Windows 95/98/2000.
. Troubleshot hardware issues concerning IBM Thinkpads T22, T21,
X20, 600 series laptops, HP Jornadas, various HP printers, and
Palm Pilots.
. Interacted with the Technical Account Supervisor's and fellow
technicians to ensure proper follow up and resolution of the
client's issue.
International Game Technology, Robinsonville, MS
September 1999 - September 2001
Systems Engineer
. Maintained and supported casino management software over the
phone, through dial up, telnet and on location throughout
Mississippi, Missouri, and Indiana.
. Identified issues with the casino's network and documented them
using Remedy, assisted end users with questions and troubleshot
the IGT software while on call 24/7.
. Suggested enhancements to the software using PVCS tracker.
. Documented and setup software installations and upgrades for
existing and new casinos.
Installations
. Assisted Systems Sales Department and documented the casino's
existing system and network.
. Suggested changes to the casino and IGT System Sales needed to
install our software.
. Followed through with the install: brought the system up and
tested all slot machines
Upgrades
. Documented the configuration of the system software already in
place.
. Made backups of the casino's data and software using tape drives
in the AIX environment or DOS with Novell Netware or Lantastic.
. Performed end user tests using scripts and performed mach
upgrades on restored software and data from the casino
environment.
. Made the necessary adjustments to data tables using Progress V
7&8 in order to perform the upgrade.
. Followed through with the upgrade on location.
IGS Support Functions
. Performed system admin functions on the RISC 6000 in an AIX
environment for the IGS (Integrated Gaming Systems) software.
. Installed and upgraded AIX V 4.1 and 4.3.
. Installed Progress V 7&8.
. Used SMIT (Systems Management Interface Tool) or SMITTY in AIX
to add database extents, increase the size of a file system, add
hardware to the network and configured it, add and modify users,
and create new file systems.
. Installed and upgraded IGS software in the AIX environment.
. Used VI Editor to edit scripts and the configuration running in
the IGS system software.
. Configured AIX and the RISC/6000 to communicate with other
casino systems: AS/400 and SCO.
. Assisted end users with software questions and issues.
. Created customs forms for each casino.
. Setup and addressed Bay Networks and Black Box terminal servers
for ASCII terminals and handful of different dot matrix and
laserjet printers to print the casino's forms.
. Checked database logs and root or dba mail for cronjob failures.
. Checked growth logs for each production and historical database.
. After the casino experienced a system failure, brought databases
backup in an orderly fashion.
SMART software support
. Performed system admin functions on numerous PCs in a DOS
environment for the SMART (Slot Management and Revenue Tracking)
software.
. Installed and upgraded SMART system software.
. Made sure data existed across the different drives setup for the
casino's network (Novell or Lantastic).
. Assisted casino MIS departments with building and maintaining
PCs for the casino network.
. Made sure data and report files coincided with the accounting
cycles.
. Checked the system configuration and made sure it was optimum
for the casino environment.
SKILLS
. Operating/Networking Systems: ), UNIX (Linux (Slackware V 3.X),
AIX V 4.1&4.3 (system admin), Solaris (user admin)), MS-DOS
(administration), Windows 3.xx/9x/NT/2000/XP (2000 and NT
configuration), Novell Netware 3.X/4.X/5.X (installation,
administration and client configuration), OS/400 (basic
configuration)
. Hardware: RISC/6000 (H, F and S series), Bay Networks Terminal
servers, Black Box Terminal servers, Dell Latitude Laptops, IBM
ThinkPad 600 E, T, A, and X series laptops, Blackberry 7510,
Compaq IPAQ, Palm Pilot Vx, Iomega Zip drives (CD-RW and tape),
various dot-matrix printers, HP LaserJet/DeskJet Printers
. Software: Siebel 6 & 7, Progress V 7&8, MS
Word/Excel/Access/Outlook/PowerPoint 97/2000/XP, Centre Vu
Supervisor V 8 &11, Lotus Notes V 4 & 6, Altris Carbon Copy V
5.X, Remote Admin V 1.2, Remedy
EDUCATION
. Microsoft VB Scripting Training Class
April 2006
. Siebel 7.8 Application Administration Class
December 2005
. AIX Certification Classes
1999 - 2000
Systems Admin 1, 2 and Networking with TCP/IP
. Mississippi University for Women, Columbus, MS
May 1999
Bachelors of Science in Management Information Systems with a Focus in
Business Administration
Contact this candidate