Sales Customer Service

WILLIAM J. COOK

**** ******* *** ***** ********, NY 11710 T: 516-***-**** Email: ***.****@*****.*** linkedin.com/in/bill-cook-j

PRE & POST SALES ENGINEER/TECHNOLOGY CONSULTANT

Highly motivated certified professional with multiple years of experience in a variety of challenging, high-volume environments. Comprehensive understanding of the skills needed in technology/telecom management, customer service and business consulting. Implemented IT in a variety of organizations, including networks, web & cloud services, telecommunications, sales and marketing systems, customer service systems and order fulfillment systems. Regarded for the ability to deliver outstanding results with web & cloud based services, voice and data networks, business and support systems, learning/development and risk management solutions. Able team leader and mentor, well-versed with multiple technological solutions and tools.

TECHNICAL EXPERTISE

Global Service Delivery ● IT Leadership ● Project Management ● IT Governance ● Business Consulting ● IT Strategy Voice and Data Networks ● Cloud & Infrastructure Development ● AWS & Microsoft Azure ● Risk Management Business Solutions Development ● Telecom, VoIP & Carrier Service Management ● Skype for Business ● Data Analysis Microsoft Office Applications and OS’s ● SaaS Web & Cloud based apps (Salesforce, QuickBooks, Microsoft Office 365) Structured Query Languages(SQL) & Reporting ● Mobile Device Management ● AirWatch roll-out & administration PROFESSIONAL EXPERIENCE

mindShift (a Ricoh Company) (July 2016 – Present)

Technology Consultant/Pre-Post Sales Engineer

Mentored and trained 50 printer/copier sales representatives on selling Managed IT Services. Instituted an NYC Market learning and communication plan. Provided leadership on how to have deeper, more consultative, business conversations about IT. Transitioned to pre-sales engineer. Assisted IT sales reps on demonstrating how to apply IT to better serve “the customer’s customers.” Performed hand-on pre-and post-sales implementations. Key Achievements:

– Instituted an on-site assessment process to capture and create “360-degree” management reports for senior leaders. Carried out process with a start-up boutique coffee client to better manage existing IT goals. Assessment tool was eventually made into an assessment product.

– Employed a standard office setup with a UK Financial Management company as it looked to expand to key US cities. Successfully piloted the setup in NYC and created a plan and design to reduce lead times for future office setups.

– Created a strategy for a major auto-parts supplier to manage its IT infrastructure through a growth and acquisition strategy. Persuaded customer to let our NOC take over network management for its existing 90 locations with a plan to onboard new locations as needed. Vision Technologies (July 2003 – July 2016)

Director – Technology & Research

Headed carrier line of business. Managed internal operations from process and IT standpoints. Served as in-house tech expert on all products and services. Evaluated new technologies based on customer needs and potential new markets. Key Achievements:

– Implemented a Mobile Device Management strategy using AirWatch for roll-out and administration of all company-owned tablets and mobile devices. Created live use cases to illustrate examples of MDM use for customers.

– Instituted a new business strategy to extend carrier services to existing telecom services customers. Specifically, with VoIP solutions, we were able to provider circuit quotes from multiple carriers as a value-added service while also creating additional residual income.

– Implemented SalesForce.com to enhance sales cycles and customer issue tracking. Defined needs, identified solutions, negotiated agreements, implemented, and provided staff training. It resulted in increased sales and new opportunities for the customer with a major vendor. WILLIAM J. COOK Page 2

– Worked with a local commuter railroad to obtain state improvement funding with a goal of implementation of wireless communications infrastructure. For over 18 months, performed feasibility and equipment specifications, identified budget requirements and helped to get project approved.

– Assisted in a voice and data services merger between two hotel chains. Inventoried telephone switch, voice mail and call accounting software for each location and designed a plan of migrating all software to a common platform. Identified the national dealers to perform upgrades and the maintenance solution with a fixed cost for 4 years. ABS Publishing (October 1992 – June 2003)

Director – Technology Management / Business Systems Assumed responsibility for managing and maintaining all business systems vital to the daily operation of ABS, including telecom, ERP, donor, and customer systems and office support systems. Managed IT, designed and implemented new strategies.

Key Achievements:

– Researched, recommended, and began the implementation of an ERP system conversion that moved ABS from JD Edwards to Microsoft Great Plains/Dynamics. First year savings after conversion costs exceeded $135K and the need to support the IBM AS/400 was eliminated.

– Moved an existing e-commerce solution from the ABS corporate web site to a consumer shopping site called Bibles.com, thus reducing operating costs (100K annually), stabilizing the technology platform (Microsoft Commerce Server), providing a scalable solution for growth, and giving control of the solution to the ABS Marketing staff.

– Co-managed the ABS Digitization Project, designed to manage intellectual property for both print & web. Demonstrated proof of concepts, implementing an enterprise content management/repository system, and XML authoring tools. When fully implemented the project was expected to save ABS about $10M over 5 years.

– Implemented a bar code solution to address wholesale market bar coding requirements. Evaluated, recommended, and implemented data collection, scanning, and bar coding equipment into the ABS fulfillment center. This eliminated data entry problems, reduced fulfillment times, and enabled ABS to compete in the wholesale distribution market.

Flexible Business Systems

Consultant / Service & Support Liaison

Sterling Software

Customer Service Supervisor / Consultant

EDUCATION

MOLLOY COLLEGE - B.A. Business Management -

SUNY FARMINGDALE - Graphic Arts A.A. Program –

PROFESSIONAL CERTIFICATIONS AND TRAINING

Computer Training

AWS and Azure Certification Programs, Microsoft and Novell CNE Certification Programs, IBM AS/400 Operations, Support, and PC Connectivity, and Saber Certification Programs. Office 365, JAMF, Air-Watch, Apple iOS, QuickBooks, Constant Contact, Linked-In Marketing, Skype for Business, Office 365, Veeam, and VMWare. Management Training

Managing Technical Professionals, Strategic Planning, Information Systems Strategic Planning, Strategic Outsourcing, Project Management, Total Quality Management, Business Process Redesign, Teaming, Strategic Teaming, Marketing Theory, Disaster Recovery, Ricoh Technology Consulting Training, Ricoh Integrated Sales Engagement (RISE). Personal Development Training

AMA’s Juggling Competing Priorities, Wilson Learning’s Social Styles (Driving Amiable), Executive Technique Presentation Skills, The Writing Exchange Business Writing Audit and Counseling, and Covey Leadership Center’s Lessons in Leadership, 7 Habits, and First Things First. Proud member of LISTnet.org and AITP.org

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