Sales Customer Service
Resume:
Karen Van Blarcum
www.kvanblarcum.com
High Bridge, NJ 08829
***@***********.***
Technical Product Manager / Product Analyst
Development of an effective solution begins by understanding the customer
use scenarios; measuring the potential business benefit and writing clear
product requirements and use case examples. I seek a position where I can
combine my technical understanding of communications hardware and network
interoperability, plus strong analytical and practical implementation
skills.
Experience
Product Development, Technical Market Analysis, Market Analysis,
Product Deployment, Sales Training, Pre-Sales Engineering Support,
Technical Writing, RFP responses, Product Usability and Global
Webinars
Technical Knowledge
Enterprise Telecommunications solutions, Call Recording, NENA,
VoIP, SIP, H.323, CRM, CTI, HIPPA, Unified Communications, PBX
Integration, Telephony/Database Integration, Hardware Development,
Software Development, Windows, Linux, UNIX, Oracle, SQL, Mail
Server, Network Architecture, Network Management (HP OpenView,
Netcool, Compaq Insight Manager, SNMP), Platform Administration
Member of the Society of Technical Writers 2001-2003
Work Experience:
AudioCodes, Enterprise Development - CTI Technology
May 2003 - Present
Somerset, NJ
AudioCodes manufactures hardware components which support call logging and
CRM applications.
. Product Requirements
. Establish a clear business case and cost models supporting new
product initiatives
. Monitor customer use cases and requests; ability to make the
inevitable tradeoffs between time to market, quality,
feature/functionality, and cost
. Manage customer issues; track open issues and work with engineering
resources to troubleshoot and perform root cause analysis;
prioritize all issues and monitor progress until resolution is met
. Proven record of rationalizing technology, generating clear value
propositions and articulating the business benefits or risks of
complex technical solutions
. Write coherent use cases to aid the engineering team develop a
straightforward plan for an effective technical solution
. Ability to interact, motivate and influence teammates of various
departments
. Market Analysis, gather market intelligence that drives the
development of feature enhancements or the generation of a
value added message used to differentiate product via sales pitch or
marketing collateral
. Product Packaging / Launch
The successful launch of products which have been adopted world-
wide with the main solution now generating millions of dollars
annually
. Organize customer adoption strategy inclusive of the following:
o Customer training with explanation of new product features with
appropriate value-add message
o Manage Beta cycle
o Guarantee a successful early adoption by presenting a clear
migration (development) path
. Sales Training
. Pre sales engineering and interoperability support
. Global Marketing
. Webinars - VoIP call recording
. Authored multiple technical white papers
. Market Trend and Analysis / Competitor Analysis / Customer Use Case
Analysis
Call Sciences, Unified Communications - CASP October 2000
- March 15, 2003
Edison, NJ
In 2001, Call Sciences purchased a new Unified Communications Platform to
enhance product services provided to Bell South (Cingular). The challenge
was the transfer of technical information from the engineering team, and
the development of new marketing and sales collateral; plus the
dissemination of information relative to new product branding/business
management
. Sales Training
. Development training material explaining the new communications
platform relative to feature set, sales packages, and reseller
opportunities
. Managed and answered RFPs
. Provided pre-sales support
. Reseller Product Training/Product Demonstration
. Reseller Provisioning Documentation and Training
. Training materials that explained product flexibility allowing for
the development of unique product packaging opportunities
. Review of Business operations - an explanation of backend
technologies used to manage reseller accounts and generate billing
(CDR information)
. Pre-Sales Demonstrations
. Marketing/Sales Departments
. User Guides - provided feature description of product to the
contractor, and proofed final material
. Development of all marketing collateral
. Managed all product deliverables in support of backend technical
support; managed staff delivering technical documentation to Tier 1 - 4
support personnel, utilizing HPOpenview's interface to link to
technical tips, and development of a HTML portal for customer service
. Completed full instructions for the maintenance of all network
services; with port and protocol identification for quick
troubleshooting of network issues
. Server Maintenance procedures (Server Types included: Database, Web,
Telephony, Fax, NAS etc)
. Emergency Failover/Restore Procedures
. Network Architecture Diagrams
. Configuration Instructions
. Improved use of Alarm Management tools (HP Openview) with the
development of technical tips and 'next step' documentation
ION Networks - Remote Network Management October
1999-October 2000
Piscataway, NJ
ION Networks developed hardware and software technologies used for the
remote network management of Frame Relay and Ethernet networks.
. Marketing/Sales Departments
. User Guides - provided feature description of product to the
contractor, and proofed final material
. Development of all marketing collateral
. Sales Training
. Developed training material explaining new features, sales
packages, and up sell opportunities
Pistachio Software, Inc - Computer Adaptive Technology
1997- 1999
Portland, OR
Pistachio Software developed software platforms used in the deployment of
standardized tests in multiple states. This platform was one of the first
in the nation to deliver a solution developed with Computer Adaptive
Technology (CAT).
Education:
May 1988 Bucknell University, Lewisburg PA
12. BA in Biology with a concentration in molecular biology.
. Pascal, Basic, and Waterloo Fortran
. Self taught, C++, VB script, HTML, some XML, and NQC ('Not
quite C' for Lego Mindstorms)
. Participated in on campus research projects: Genetic
recombination & Biochemistry
Contact this candidate