Sales Customer Service
Resume:
Danielle Hopkins
Denver, CO 80230
******************@*****.***
Objective
To utilize my programming experience and a strong customer focus to create substantial growth for the
organization.
Professional Experience
Sales Engineering
Met with sales staff to determine pre-sales strategies.
Discussed expectations and needs with customers on conference calls and in person.
Created custom solutions to meet the client’s specific needs.
o Worked through multiple call-flow scenarios to give the customer options in meeting their
business needs.
o Designed classes and delivery plans tailored to a groups’ development strategy.
Worked with operations staff to implement custom solutions.
o Provided clear documentation on customer needs and interfaced with other teams to
implement the solution.
o Assisted production staff to produce tailored course content.
Developed presentations with Power Point explaining customized solutions for specific
customers.
Delivered presentations at customer sites and via web conferencing software for up to 600 people.
Provided all technical documentation needed for RFPs.
Assisted account managers with post sales follow up, including problem resolution.
VoIP Engineering
Designed local area networks to support high quality voice services over cable, DSL and T-1
broadband.
Provisioned user and group features on BroadWorks VoIP platform.
o Researched and tested unused features and trained additional staff on usage.
Provisioned IP phone equipment manually and via XML configuration files.
Provided Tier 2 support to customer service team for voice and broadband issues.
o Worked directly with customers to troubleshoot and resolve issues remotely.
o Able to successfully teach to an audience containing mixed backgrounds and experience
levels.
Training
Taught over 150 technical computer classes over a 13 year period.
o Consistently received high marks from students.
o Able to successfully teach to an audience containing mixed backgrounds and experience
levels.
Delivered customer courses in Java, Advanced Java, UNIX Fundamentals, C, C++, Advanced
UNIX Programming, HTML, SQL, and Oracle.
Provided consulting to customers on Java design and programming topics.
Traveled to customer sites to set up hardware and deliver courses lasting from two to five days.
Delivered virtual classes using web conferencing software and phone bridges to students from
around the world.
o Mentored new instructors in virtual classroom utilities and teaching techniques.
Delivered two C Programming classes at Metropolitan State College of Denver as adjunct
faculty.
Danielle Hopkins Page 2
Continued
Training Management
Hired for both full-time and contract instructor staff of up to 40 individuals.
Developed interview questions and involved sales staff in hiring process.
o Streamlined hiring process and involved additional check points.
Managed scheduling of instructors according to skill sets and to meet utilization and travel goals.
Ran instructor development workshops to increase teaching skills and share new technology
information among teaching staff.
Mentored instructors in use of online tools for delivering internet based classes.
Work History
Provisioning Analyst, Open Range Communications, 2009 – Present
Centennial, CO
Technical Sales Engineer, IPtimize, Inc., 2008 – 2009
Denver, CO
Product Manager, Batky-Howell, LLC., 1995 – 2008
Centennial, CO
Adjunct Faculty, Metropolitan State College of Denver, 1994 – 1995
Denver, CO
Software Engineer, Saxe Marketing, Inc., 1993 – 1995
Greenwood Village, CO
Programmer/Analyst, Information Foundation, 1992 – 1993
Denver, CO
Education
B.S. Computer Science
Metropolitan State College of Denver, 1992
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