Customer Service Engineer

Saul Friedman

**** ****** ***** ********, ** ****2 214-***-**** **********@*****.***

SALES ENGINEER/SPECIALIST & TECHNICAL TRAINER

Knowledgeable technical specialist with 25+ years of experience in curriculum development and training staff on many aspects of hardware and software integration. Proven history of creating engaging materials and presentations to maximize retention of information. Communicative and creative, with an aptitude for clinching sales through effective prospecting, presentations, and closing.

AREAS OF EXPERTISE

Presentation Development

Training Material Design

Webinars

System Design/Configuration

New Dealer Onboarding

Corporate Education

Product Integration

Voice Program Development

Process Management

Resource Utilization

Telecommunication/Wireless

Voice – TDM, VoIP, & SIP

Product Development

Documentation Review

Technical Sales

Data Management

Hardware Configuration

Team leadership

PROFESSIONAL EXPERIENCE

SoTel Systems, Maryland Heights, MO 2016-2018

Technical Support Engineer

Pre-Sales & Tech Support for the Samsung OfficeServ and SCM platforms

Configure, program and support the Samsung SCME Cloud platform

Frontier Communications, Allen TX 2015-2016

Trainer

Conducted Customer Service training for new reps

Conducted Customer Service training prior to the merger with Verizon FIOS

NICE SYSTEMS, Richardson, TX 2013-2015

Technical Education Specialist

Improved productivity and reduced error by creating, updating, and conducting instructor-led course regarding NICE IEX Workforce Management software installation.

Ensured that relevant and accurate information was utilized in courses by creating training materials for server, database, and ACD Integration, as well as workforce management software package.

ARROW S3, Irving, TX 2012-2013

Technical Trainer

Created, led, and updated course for Samsung OfficeServ SPNet and Communications Manager (SCM).

Enhanced flexibility by creating and recording courses for technician online training.

Senior Technical Support Engineer

Provided technical support for Samsung Business Communication System TDM/VoIP/CTI applications.

Catalyzed efficient resolution of customer problems by leading level one support group.

SAMSUNG TELECOMMUNICATIONS AMERICA, Richardson, TX 1998-2012

Sales Engineer/Specialist

Boosted North American sales by working with dealers on requests for proposals, demonstrations, presentations, webinars, product trainings, applications, and programming.

Prepared product launch materials, such as testing, documentation, presentations, and webinars.

Configured hardware and numbering scheme for networked 400 location solution and several school districts with 900+ stations, as well as coordinating basic program for networked 400 location.

Training Manager

Maximized learning by creating course material that utilized 60% hands-on work for basic/advanced programming and VMAA, system networking, VoIP, and SIP.

Prevented unforeseen costs by maintaining course and travel schedule within prescribed budget.

Previous positions include Owner at Commtech Services, Field Supervisor/Technician at Concord Communications, Supervisor and Technician at Samsung Telecommunication/Prostar Telecom/STC, and Field Service Supervisor and Technician for Advance Communication Specialists.

EDUCATION & CERTIFICATIONS

Associate of Science, Electronics Technology, Miami-Dade Community College, Miami, FL

Samsung & Telekol Product Certifications

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