Customer Service Sales
Resume:
Alan W. Goldberg
**A William & Mary Square
Freehold, NJ 07728
********@***.***
Summary
Information Technology Value Added:
•Develop Internal and External Partnerships to Achieve the Common Business Goal.
•Establish Effective Working Relationships with National and Offshore Partners.
•Assess Targeted Business Challenges Establishing Processes For Long Term Resolution.
•Customer First; Customer Expectations Exceeded resulting in "Raving Fans".
Professional Experience
Security and Controls Specialist 1/1/2015 – Present
Piscataway, New Jersey
Change Control Processing (CCP):
•Process QA & Production CRFs (Change Report Form) for the Unix, Linux & Windows applications
•Promote Modules and place for staging into Quality/Production directories Utilizing Serena (PVCS) Putty & Hummingbird.
•Ensure that CRFs sent to Records Management (TRIM) are complete
•Provide support preparing the documents used to conduct quarterly security audits
•Provide updates on changes and compliance regarding CRF format and requirements
•Alert associates to Quarterly Freeze Windows for Production Implementations reviewing requests to include Waivers along with Director Approvals
•Prepare weekly report identifying emergency change requests requiring signatures
•Maintain and Annually Review Authorized Approvers List current as required by Auditing
•Maintain Change Control Log for Auditing and Compliance Review
•Handle out-going CCP activities for UNIX, Windows
•Provide emergency (24x7) on call support. (Release schedule in place minimizes off hour support needs)
•Provide Technical Assistance to IT & Business associates
•Maintain documentation (SOPs, etc.)
•Provide SOX documentation pertaining to Change Control during audits
•Provide Change Control data for Metrics report on a quarterly basis
•Process implementations for JJHCS regional applications in Quality Assurance and Production environments
•Implements the change according to the implementation plan
•Ensures change implementation tasks are completed
•Collaborate with internal and external SOX auditors to ensure requested tasks are delivered as needed and remediation activities are adhered to
Database Coordinator 4/2012 – 12/2014
Piscataway, New Jersey
•Initiate accurate Change Control Forms for instructions to DBA.
•Manage Segregation of Duties within the Information Technology Compliance and Security process for over 1500 Managers and their associated Direct Reports to ensure valid user Database Compliance Access.
•Ensure approvals and required training is certified by associates for requested Oracle and Informatica database access.
•Create user profiles with required account access to requested databases/applications.
•Maintain accounts by resetting passwords, adding/deleting roles and reactivating access.
•Run reports on transferring/terminated associates to determine application/database access which requires removal.
•Review SOX implementations on Database reporting to confirm expected results.
•Provide technical support to Oracle, Model N Integrating Contracting Services and Informatica applications to Associates, Managers and Directors as needed.
•Backup Project Coordinator as needed.
Project Coordinator 10/2010 - 4/2012
Piscataway, New Jersey
•Support the execution of key Account Services initiatives which may include organizing
•training/supporting new hires.
•Create, maintain and remove ORACLE, INFORMATICA and HPQC user account profiles.
•Liaison between Account Services for corporate initiatives.
•Maintain Sarbanes Oxley (SOX) compliance requirements.
•Manage and develop weekly/monthly/selected reporting needs.
•Administrative support for daily work needs.
•Provide Application Technical Support to user base.
Customer Merchandising Associate 3/2010 - 10/2010
Sears Holdings Corporation, Freehold NJ
•Warehouse inventory management.
•Sales Floor product management.
•Sales Support to customers.
•Ensure signage accuracy for product pricing.
Dealer Service & Support 2/2006 - 7/2009
Oki Data Americas, Mount Laurel, New Jersey
•Addressed critical network hardware/software support issues encountered by Dealers & End Users achieving credible lasting customer relationships.
•Delivered objective assessment of customer service/support issues for resolution.
•Established credibility with Internal (Sales) & External (Dealers) customers by promoting consistent communications of Oki Data's ability to provide benchmark customer support.
•Improved and coordinated customer support delivery and efficiency.
oPromoted a printer refurbishment program achieving a cost savings of approximately $15,000 per month.
oPromoted updated product support lab resulting in an approximate 40% improved accuracy of delivered responses.
oPromoted FTP drop box resulting in response time improvement for evaluating problem applications.
oPromoted wireless headsets for all call center representatives resulting in an approximate 30% quality response time improvement measurement.
oProvided support to sales reps to resolve product concerns affecting customer retention.
Regional Service Engineer 12/1999 - 2/2006
Oce Printing, Edison, NJ
•Customer support for pre-sales, installation, and post sales application solutions.
•Provided customer service to determine solutions to business needs.
•Assisted in solution implementation for identified customer business problems.
•Provided product training to customers and internal sales.
•Provided customer service to current customers.
Printer Product Manager 7/1998 - 12/1999 Ricoh Corporation, West Caldwell, NJ
•Competitive analysis of comparable print engine solutions.
•Identify/implement solutions to barriers identified within product launch process.
•Implementation and planning for new printer product customer field-testing.
•Identify potential customers and applications for Customer Field Test prior to launch.
•Assess Customer Field Test results for product improvements prior to product launches.
•Responsible for delivering quality customer support and satisfaction.
•Provided application/solution-selling support to internal and external sales regarding Ricoh Printer product.
Senior Systems Analyst 6/1990 - 7/1998 XEROX Corporation, Princeton, NJ
•Identify end user customer application requirements to be addressed by Xerox proposed Copier/Printer solutions.
•Gather customer requirements for Networked Xerox Printer installations.
•Configuration proposals for digital solutions to meet document output requirements.
•Identification and direction of resources to fulfill customer/district requirements.
•Customer product presentations and Account Strategy Development.
•Inspection & promotion of the Systems Assurance and Solution Selling Processes.
•New Product functionality transfer to internal and external customers.
•Business Process/Product Problem identification and elevation.
•Identification of Systems Solutions to meet Customer Business Requirements.
•Documentation of current and proposed customer Document Management workflow.
•Mentor to both Sales & Support personnel to promote and implement all of the above identified responsibilities.
Technical Skills
•Serena (PVCS)
•Unix
•Toad
•Sharepoint
•Citrix
•Oracle Database Profile Creation
•Model N Integrating Contracting Services
•Informatica
•Network Printing Configuration
•Microsoft Office Suite
Education
5/1975 Glassboro State College, Glassboro, NJ
•BA
6/1993 Xerox Training, Leesburg, Virginia
•Xerox Quality Improvement Process Training.
•Xerox Inspecting for Quality Improvement Workshop
•Xerox Problem Solving Process.
Certifications
•12/2009 NJ State Real Estate License
•12/2005 Linux +
•09/2004 Network+
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