Customer Service Engineer

MARK HALPERIN

* ********** **** **** ** ( Winchester, MA 01890 781-***-**** (

**********@*****.***

Qualifications SummAry

Results-driven systems professional with comprehensive software

implementation, configuration and support experience. Extensive client

handling skills with successful track record in fulfilling client

engagements and managing and resolving client software issues. Excellent

oral and written communications skills. Creative thinker and problem

solver.

TECHNICAL BACKGROUND

Product Experience: Knowledge Management, Recruiting, Compensation and

Performance, Case Management

Languages/Applications: SQL, SQL*Plus, Transact SQL, HTML; Javascript;

XSL/XSLT; Crystal Reports

DBMS: SQL Server; Oracle

O/S: Windows Server 2000/2003; Windows XP

Professional Experience

1999-2009

Authoria, Inc. Waltham, MA Senior Application Engineer

Provided application customization and support to SaaS and on-premise

Fortune 500 customers implementing the Company's Windows platform/SQL

Server HR knowledgebase and Java platform/Oracle recruiting applications.

Assisted customers in integrating the Company's products with HR self-

service transactional applications such as Oracle/PeopleSoft and SAP.

Provided tier 2 and tier 3 support for the Customer Care team. Created and

delivered product installation, customization and support training to

customers and to Company internal support staff. Prepared, reviewed and

edited technical and product documentation.

Skills Applied:

. Installed, configured and managed web, database and application

servers

. Created and modified web interfaces using HTML, XSL and

Javascript

. Extracted and analyzed data using SQL

. Migrated data between Oracle and SQL Server databases

. Investigated and resolved customer installation and product

issues

. Trained and advised customer technical staff on product

installation, maintenance and implementation of authentication

and integration APIs

. Created and modified customer reports using Crystal Reports and

SQL

. Assisted product management and engineering teams with product

development, design and testing

1997-1999

Hummingbird, Inc. New York, NY Senior Systems Engineer

Designed and created custom client-server project and case management

applications for Fortune 500 corporate law departments and large law firms

using the Company's proprietary rapid application development tools.

Customized the Company's RDBMS project and case management applications

software to satisfy individual customer needs. Created and delivered

training to customers in use of the Company's rapid application development

toolkit. Developed reports using SQL and InfoMaker. Provided technical

implementation support to customer IS staff.

Skills Applied:

. Analyzed customer business requirements

. Created and executed logical database designs

. Designed application user interfaces

. Interpreted and analyzed data and prepared reports

. Trained customer technical staff

MARK HALPERIN ( Page Two

1993-1997

Telecom Partners Brookline, MA Account Manager

Provided a broad variety of telecommunications consulting services

and advice regarding voice and data needs to small and medium-sized

businesses throughout the United States. Started and grew a business

distributing pre-paid telephone cards to numerous retail locations in the

Greater Boston area.

Skills Applied:

. Analyzed telecommunications needs and requirements

. Generated leads and close sales

. Prepared marketing materials and proposals for services

. Resolved customer service problems

1988-1993

Ernst & Young Boston, MA Senior Manager, Consulting

Advised Fortune 500 corporate law departments, large law firms and

other professional services organizations in all aspects of technology

utilization, business process reengineering, operations management, and

strategic planning. Managed client engagements and client relationships.

Marketed and sold consulting services.

Skills Applied:

. Planned projects and managed client engagements

. Prepared and presented project deliverables to client senior

executives

. Facilitated small group meetings and strategic planning sessions

. Hired and supervised consulting staff

. Prepared and presented proposals for services

Education and PROFESSIONAL Training

Harvard University, Cambridge, Massachusetts, Master in Public

Administration

Cornell University, Ithaca, New York, Bachelor of Arts

Logical Database Design

Oracle Database Administration

Implementing Databases on Microsoft SQL Server

XML Design and Implementation

PeopleTools Overview

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