Sales Customer Service

MARK PETERSON

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*** ** ****** *** * San Mateo, CA 94403 Phone 650-***-**** Email *************@*******.***

SUMMARY:

Specialist with over ten plus years of experience in business system analysis and project management.

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Three plus years of experience as Lead.

Lead deployment specialist of enterprise software with experience in implementation, project

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stabilization, troubleshooting and debugging.

Experience in multiple high tech industries/technologies (CRM, Utilities, Electronic Design, Data

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Storage, and BI).

Highly proficient with all Microsoft Office Products: Excel, Word, Access, PowerPoint, Project and

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Visio

PROFESSIONAL EXPERIENCE:

Sutter Health - CPMC (Experis)

Applications Analyst, San Francisco, CA, Nov 2012 – Present

• West Bay Region (WBR) Windows 7 Upgrade Project Steering Committee Member

• Managed business critical application packaging process WBR

• Managed setting packaging queue production priority for WBR

• Developed custom tool to identify compatible applications, 'future state' applications, and deployment

work orders

• Conducted deployment process analysis and implemented improvements. Provided operational

guidance to deployment technicians

• Authored all WBR project communications (enterprise and management)

Spectrum Technologies, Santa Clara, CA

Professional Services Consultant, Santa Clara, CA, Nov 2011 to May 2012

Supported multiple, simultaneous Apptio business intelligence (BI) software implementation projects

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via onsite and remote configuration and development (Cisco, Clorox, etc)

Configured, tested, & documented Apptio dashboards, reports and underlying data models to meet

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functional design and specifications.

Provided extensive pre go-live reporting QA/auditing (design, layout, configuration, and data integrity).

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Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying

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processes.

Published ‘IT Charge Back – Now is the Time!’ and ‘Leveraging TBM for Lean IT’ white papers.

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Genentech (Saicon Consulting), SSF, CA

Professional Services Consultant, Nov 2010 – Sept 2011

Successfully managed Windows 7 Application Compatibility Testing for business critical Enterprise

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applications

Provided project mgmt for all phases of Windows 7 compatibility testing (business requirements

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gathering, application identification, pre-testing, remediation, packaging, UAT, and sign off)

Managed asset retrieval (scheduling, desk side assistance, pick up logistics) of larger Win7 migration

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project

Provided technical guidance for compatibility testing: VM Administration, Active Directory, and laptop

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imaging

Project Team Windows 7 Expert (created presentations on new features and enterprise advantages to OS

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upgrade)

Emeter (nGenera), San Mateo, CA May 2008 – July 2009

Software Deployment Engineer, Feb 2010 – Aug 2010

Built MDM Software system: deployed software and patches, installed Hawk and Tomcat services,

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loaded reference data, performed manual configurations (Siebel), and installed Tibco services, and

performed functional testing

Unix navigation and system administration on multiple platforms including Windows, AIX, RedHat,

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and Solaris (in stage, test, and production environments)

Installation of the EnergyIP platform to both internal and external customers, including Siebel, Tibco,

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IIS Server, Jakarta - Tomcat in a Unix environment.

Team lead for EIP 6.1 software release technical support documentation

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nGenera/Xactly Corp, San Jose, CA

Professional Services Consultant, Dec 2007 – May 2008

Full PM responsibilities including gathering business requirements, development of BRD document,

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creation of project plan, quality and risk analysis

Provided end to end software configuration including: rule writing, formula creation, territory

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assignment, rate tables, data import and plan creation in Xactly sales comp software

Experience in problem solving and debugging in an enterprise software environment

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Worked directly with onsite customers on project plan development, milestone signoffs, UAT testing, go

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live, and hand off.

Proven ability to achieve project goals in an environment of fluid product specifications and strict

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timelines.

Autodesk, San Rafael, CA

Business Analyst (PM), March 2007 – November 2007

Member Callidus 5x software (DB Recovery) team responsible for project schedule (using MS Project),

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identification of required resources, coordination with 3rd party vendors, and liaison between IT and

Engineering departments. Met regularly to conduct risk assessment.

Team lead responsible for sales commission data recreation. Managed Sales Finance staff of 5 in data

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delivery effort, QA, database configuration, and pipeline runs

Performed UAT validation for Callidus 5x System and BO Reporting Environments

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Responsible for all Callidus 5x manual data uploads, bulk loaders, pipeline scheduling and runs, and

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around the clock monitoring

Managed GCO ARs (IT tickets) including submission, tracking, resolution management and working

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with NOC to Resolve Mission Critical Issues

Apple Computers, Cupertino, CA

Sales Commission Analyst, May 2006 – March 2007

Callidus systems analyst responsible for NE and Western US (Education)

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Member of Callidus Implementation/Upgrade team responsible for start-from-scratch territory setup,

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plan creation, loading of reference data, rate table and matrix development, etc

Developed automated FY07 Leave-of-Absence administration model (Excel)

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Compensation Administration, Data Mining, & Process Improvement

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Revenue and Compensation Auditing/Troubleshooting

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Led compensation briefings to Sales Staff at Apple Exec Briefing Center

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EMC, Santa Clara, CA

Senior Sales Commissions Analyst, November 2004-May 2006

End-to-end Quota Credit process improvement including Excel modeling, development of referential

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data tables and Access (SQL) databases

Created VBA-MS Outlook based tool to automate the distribution of periodic sales and commission

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reporting to field sales reps

Implemented Sales Comp Help Desk. Including process flows, SLAs, and admin model.

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Managed Quota Credit creation for NA Sales, Channel Sales, and Distributor Sales

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Supervised Comp Team in data collection, tables builds, data summarization, archiving, and

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reporting. Managed the creation/consolidation of sales compensation data, databases, and reporting

OMNICELL, Palo Alto, CA

Senior Business Analyst, January 2003 - July 2004

Member company-wide quality improvement committee. Purpose of committee was to provide strategic

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guidance for infrastructure, process, and product improvement initiatives.

Managed manufacturing RMA process improvement committee. Performed business requirements

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gathering, gap analysis, data cleansing, process flow charting, solution implementation, and change

management.

Member Senior VP of Marketing, Sales, Field OPS, and Services executive staff. Responsible for

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providing special project analysis related to ROI, HC, and field services logistics.

Managed 2004 Annual expense budgeting process for Marketing, Sales, Field OPS, and Services.

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Performed monthly Plan vs Actual reporting and worked with department heads to make adjustments.

Managed Help Desk, Field Installation, and Service Organization customer service survey process:

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created customer service surveys, supervised data collection, performed statistical analysis, and reported

findings to executive committee. Managed telemarketing consultant.

Performed manufacturing queue analysis and created tracking tool which reduced production forecast

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date slippage.

SIEBEL SYSTEMS, San Mateo, CA

Senior Financial Analyst, Sales Compensation, January 2001 - July 2002

Siebel Incentive Comp Implementation Team Lead: performed business requirements gathering,

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developed test scenarios, and supervised testing team

For 3 months took over departmental DBA responsibilities by providing complete IT Support for Siebel

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eComm commissions system including VBA programming and SQL query troubleshooting

Managed Worldwide Sales Quotas, worked directly with Country VPs, and annualized quotas for new

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and terminated positions

Developed Annual Compensation Analysis Model and provided complete analytical support related to

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commission expense and forecasting for Senior Executive Management

Developed Worldwide Sales Compensation Plan Matrix Model

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CADENCE DESIGN SYSTEMS, San Jose, CA

Senior Financial Analyst, Sales Commissions, March 2000 - January 2001

Systems administrator for Callidus TrueComp web-enabled compensation database software

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Assisted Callidus implementation PM with business requirements gathering, loading of reference data,

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and UAT

Developed Account Engineer Sales Compensation administrative model (Excel) and administered sales

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commissions for technical support plan payouts.

Monthly/Quarterly Booking Audit/Reconciliation

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Provided ad hoc reporting and analysis

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Education, Certification and Trainings:

Masters of Business Administration, University of the Pacific, Stockton, CA December 1995

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Bachelor of Arts, Industrial Organization, University of the Pacific, Stockton, CA December 1992

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Six Sigma Yellow Belt Certification

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ISO 2000 Internal Auditor Training

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W. Edward Deming Research Seminar, February 2004

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