Manager Sales

IT Manager / Systems Administrator / Network Administrator / WebmasterPROFESSIONAL EXPERIENCE

** ***** ** ********** ** the IT Field performing support, analysis, maintenance, development and management.Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency for other Help Desk and company agents personnel.Created and edited documentation for installation and training manuals.Designed and implemented database to track network equipment, computers, servers, and software.Developed and implemented desktop computing and networking standards and procedures to simplify network environment and troubleshooting. Creation of a corporate domain with domain policies.Assigned user accounts and granted permissions to shared resources, Intranet.Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.Websites Development, art, logos and designHIGHLIGHTS OF EXPERIENCEMarch - 2011 to Present - Technical Account Manager - Team Lead - Research In Motion - Creators of the BlackBerry - Irving, Texas

The TAM, Team Lead is a technical sales support position focused on supporting Research In Motion's most strategic Named Accounts which are comprised of both end customers and IT Channel Partners (aka VARs). The TAM, Team Lead assumes a technical leadership role to help craft solution strategy and tactics, and influences IT Channel Partner decisions. Support and mentor less experienced TAMs within the regional team. Responsible for the overall technical penetration of the BlackBerry Solution into assigned customers and IT Channel Partners by acting as a trusted consultant on identified IT and Business initiatives. Manage the deployment and support of BlackBerry products, solutions, services and resources with assigned customers and IT Channel Partners to ensure maximum value is achieved. Through various methods provide product knowledge transfer to TAMs, NAMs and external customers and IT Channel Partners.November - 2010 to March 2011 - Support Account Manager - Premier Support Enterprise Research In Motion - Creators of the BlackBerry - Irving, Texas

The primary responsibility is to serve as the principal contact within technical support for large enterprise customers who are subscribers to advanced support programs.

The business skills, coupled with a background in technology makes me well positioned to become totally familiar with the business and technical environment in which the customer uses BlackBerry products. Focal point for all issues with the customer in order to ensure the highest level of service. In essence, as Support Account Manager, I am an advocate for the post-sales technical interests of the customer, capable of handling challenging situations, setting expectations and diffusing critical customer issues.May 2008 to November 2010 - Systems Analyst, Premier Support - Enterprise - Research In Motion Limited - RIM - The Creators of BlackBerry - Irving, Texas

Support to RIM's Fortune 100 customers through e-mail and phone communication and on site visits. We are the unquestioned experts in our field of supporting the BlackBerry solution often sought out to assist with creation and delivery of training, speaking at conferences and working with development/product management to continually improve the BlackBerry product. BlackBerry supported platform (Microsoft Exchange) Researching and authoring technical articles for submission to the Technical Knowledge Centre. Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software and infrastructure and its inter-dependencies. Providing World-class customer support and instilling customer confidence when resolution is unknown. Traveling globally to investigate critical events and extend our strong relationship with the customer. Playing a key role in beta programs, providing input on feature specs, supportability and quality.Oct 2006 to May - 2008 Technical Support Analyst II Odyssey Healthcare - Dallas, TX

Odyssey Healthcare is the largest Hospice Company in the country with 125 plus offices throughout US, Support for over 3000 plus employee s remotely, using Windows XP pro. Troubleshooting of common helpdesk problems scenarios, majority of problems that come to the helpdesk are as 80% issues reported thru telephone, 20% reported thru emails. Support on mobile devices such as Blackberry devices on a Blackberry enterprise server environment, Palm Treo and Mobile Broadband Cards for laptops (Verizon and Sprint). Help with Microsoft related application issues (Outlook, Word, Excel, Access, PowerPoint, and Visio), Creation and maintenance of accounts on Active Directory, Delegation of permissions, problem solving on related Medical Applications such as Horizon (McKesson), MUMMS (Linux based application), IP Passport, TDH Connect. Use of ticketing system, Unicenter and SDE (service desk), to escalate requests creations, change orders and record all issues reported by users. Responsible for imaging laptops / desktops using Norton Ghost server and shipment and deliveries of assets for all the staff in the field and at the Support Center. Use of Citrix server, SMS and VNC for remote troubleshooting. Hardware repairs for Laptops, PC s and Scanners. Resolution of Network printer s issues. Use of SolarWinds to check network connectivity consistency. Troubleshoot of VPN related issues. Implementation of use of Windows Vista and Office 2007 for future possible rollout to the company. Direct help for the executive wing, working closely with CFO s, COO s and CEO s of Odyssey. Help setup audiovisual presentations systems. Work special projects for Odyssey University, in house training program, necessary for compliance.2003 Oct - 2006 IT Manager / Network Administrator / Systems Administrator / Webmaster - Lonestar Auto Insurance - Dallas, TX

Performing IT Support for over 50 plus locations in Texas, remotely and hands on site. Lonestar s network consists of over 200 Desktop (WinXP) pc s on the field and 20 servers (2000 and 2003 servers at the corporate office). Responsible for opening new stores setting up cabling and new phone systems. Full Independent Web development for Lonestar Auto Insurance website (www.lonestarins.com) and Intranet, using Html, PHP, Apache, My SQL and Dreamweaver. Developer and designer for brochures, training materials using macromedia products such as Captivate, Flash and Fireworks. Use of Visio to map out new office setup arrangements and network. Developer of Lonestar VPN using RRS, which enabled the use of Microsoft Outlook on the network and file sharing, Fax server service setup to eliminate mail and speed up the insurance underwriting process. Help on Creation of an Insurance Agency Management System program using PHP and SQL database and elaboration of Manuals and training for all company agents. Management of Email (MS Exchange server 2003) / Domain Controller / Terminal and VPN servers on Windows Server 2003 platform. Responsible for Disaster and Recover / Backup plans, elaboration and creation of all graphics publications such as yellow pages ads, customer s post cards and Logos for Lonestar Auto Insurance retail. Implementation of CCTV for Lonestar sites, enabling remote monitoring of cameras on the LAN. Extensive sales experience under Property and Casualty Insurance business.1999 2000 Software Implementation - Ecommerce Sistemas Empresariais Recife, PE Brazil (South America)

Responsible for the installation of software on P.O.S. (point of sale) machines, used for retail stores.

Troubleshoot of network connectivity of remote customers.

Installation of local and network printers.

Minor computer hardware repairs performed on clients locations.

Transport of new P.O.S. units to be installed on remotes locations.SKILLS

Apache Server, Internet Information Server, Web Site Design, Client Technical Support and Training, Virtual Private Networks, Domain Administration, AD, Troubleshooting/Problem Solving, Mobile Devices Troubleshooting (Blackberry and Palm Treo) Computer Assembly, Network Administration, Systems Administration, Extensive Sales Experience, Texas Life, Health and HMO Insurance Agent Licensed, Fluent in English Full Knowledge, Fluent in Portuguese Full Knowledge, Fluent Spanish Wide Knowledge.

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