Phone: 408-***-**** Email: firstname.lastname@example.org
Obtain a Sales Support Analyst or related position where I may utilize all my previously learned skills in a challenging computer related industry with an opportunity for growth.
SUMMARY OF QUALIFICATIONS
Ten+ years diversified experience in Sales Support and Account Management Support.
Reliable, self-motivated team player.
Goal-oriented, positive, a self-starter, with strong attention to detail and analytical skills.
Strong ability to multi-task and prioritize work effectively in a fast-paced environment.
Excellent communication skills and proficient at problem solving.
Skilled in numerous computer programs, platforms, Data entry and web-based tools. Oracle 10.7, Oracle 11I. Sales Force, Test Director, PeopleSoft CRM, OTRS, DMS, Catalyst, SAP, Vantive CS Database, and Assure.
Maintenance Renewal Specialist
OPENTEXT /DELL / EMC - Enterprise Content Division (ECD)
(July 2013 – February 2019)
Processes maintenance contracts for installed base accounts through ECD's sales order and contract processing systems.
Reviews and quotes expiring contracts.
Processes consolidation of contracts and contract cancellations.
Timely and accurate quotes delivered on a daily basis to Contract Renewal Sales based on pre-set dead-lines.
Administers upgrade requests at the request of the sales reps and investigates and resolves software configuration discrepancies to enable accurate licencing/installed base data for customers.
Performs other duties/special projects as required.
Maintenance Operations Analyst (Maintenance Contract Operations (MCO) Global Business Services (GBS) Advantage Technical Resourcing on site at EMC, Inc.
(August 2011-July 2013)
Develops and maintains contracts & quotations for assigned accounts according to established procedures and meets defined Service Level Agreements (SLA's).
Provides superior customer service to the Renewals Sales Teams.
Adheres to procedures and guidelines of quote creation and ensures consistency and best practices are followed.
Resolves order discrepancies and contract billing issues through interface with Customers, Sales, Global Revenue Operations, Install Base, Finance or Senior Management.
Responsible for maintaining the integrity of the OKS Database. Manages contracts activity for renewal, installation, upgrades and de-installation. Modifies contract information as required.
Assists Sales and Credit Departments, and customers in the resolution of accounts receivable issues by reviewing invoice details and issues credit memos where applicable.
Performs other duties/special projects as necessary.
ELA Analyst - Service Contracts (Analysis and Consolidations), WW Sales Ops: Global Sales Operations
(July 2007-Nov 2010)
Reviewed/Validated Customers install base records and service contracts under the Enterprise License Agreements to include reconciliation reports and filing of service requests to update records
Generated quotes for the customer as per quoting and renewal policies
Partnered closely with the Deal Desk team members for AMER, APAC, EMEA, Corporate Ops, Finance and other internal departments to ensure accurate quotes and contracts are quoted and booked
Support Sales Analyst
TAC Worldwide on site at VMware, Inc.
(December 2006-July 2007)
Generate quotes for existing customers/partners whose VMware Support and Subscription agreement(s) is due to expire.
Primary contact for generation of ELAs (Enterprise License agreement) as needed by Sales Team.
Accurately enter and review order data as required for the Workflow process requirements maintained by the team.
Provided coverage, across many different skill sets, related to Order Management including international coverage.
Interface with Sales Teams, Partner contacts & finance as required to support the order to invoice process.
NOW Support Administrator
Volt Services on site at Network Appliance, Inc.
(July 2005 - August 2006)
Review, critique and verify all incoming requests through web registry accounts and grant access dependent on access levels requested
Seek proper authorizations and validations prior to upgrading access
Communicate and respond to emails in a timely manner from external/internal customers
New account set ups, ensure proper linkage of user to site and product linkage as needed
Oracle 11i Script Writer and Tester - QTC Everest 11I Project
Innova Solutions on site at CISCO SYSTEMS, INC.
(March 2004 – July 2005)
Work closely with Tool Owners/Business Process experts and IT experts to identify the necessary functional test requirements and volume of test scripts for the assigned subject matter.
Construct and prepared all test scripts for the assigned subject matter.
Executed all test scripts in the planned test cycles / logged and tracked defect resolution for test cases that did not pass.
Order Management Associate
Spherion Corporation on site at CISCO SYSTEMS, INC. – Customer Service Operations Support
(September 2000 – March 2004)
Processed customer's return material authorization requests and replacement orders.
Reviewed and critiqued all RTS, short shipments, shipment damage, discrepant returns and DOA issues.
Support Customer Service Call Center with email inquiries received from customers through email alias.
Resolution of unbooked high dollar orders relating to product configuration issues, invalid freight terms, pricing errors, EOL product, and payment terms, etc.
Correspond with Product data team, Pricing Team, Logistics, Technical Response Center, Customer Financial Services, Sales and Sales Finance, Sales Managers, Regional Managers and Area Controllers
Senior Channel Account Representative/Lead
Fujitsu PC Corporation – Service and Support
(November 1998 - September 2000)
Responsible for account maintenance for all Authorized Solution Providers in the Western, South Central regions along with all Retail accounts.
Managed orders from inception to final delivery including quotation, specification and development, routing expedition and account collection.
Address escalated issues related to all aspects of the repair and support that require escalation beyond normal processes and interface and assist Service Account Managers in field with weekly reporting of service issues. Weekly reporting on aged product, Customer SAT issues, repair escalations.
Maintained current files on backorder etas, bill of material configuration discrepancies on WEB.
Trouble shooting of all issues relating to WEB accessibility and functionality.
Senior Program Coordinator
Acer America Corporation – Business/Training Development and Marketing
(August 1996- September 1998)
Managed application process for candidates to become Authorized Service Centers in the US and Canada.
Assisted on the rollout of our software support tool (AcerAssist) and designed the mail list for all ASP, OEM, and Distributors and created all passwords for WEB accessibility and maintained log.
Modified the Quick Locate referral database for ASPs and Third Party Maintainer Accounts.
Maintained accurate files for WEB accessibility for ASPs and Key Accounts.
Implemented an ASP renewal requirement process.
Coordinated with MASC, training facility in relation to exams results, tech certifications, inventory.
Managed relationship with local vendor Software Duplication Services to maintain inventory of Training videos/CDs.
Maintained Acer’s referral database with accurate data.
Coordinated with Webmaster providing weekly, monthly ASP listing.
Responsible for all new entries, updates to Acer Assist, on line spare part listings.
References available upon request