Marwan Nicola Kassouf

951-***-****

ad3qf9@r.postjobfree.com

EDUCATION

Masters of Science, Kinesiology and Minor in Business, California State University Fullerton, Fullerton, CA

Bachelors of Science, Physical Education and Sports Psychology

Associate of Arts, Computer Science

TRAINING/CERTIFICATIONS

Cisco and Holden Selling

Vehicle Broker

Used Car Dealer license

Data Certified Telecomm-Wireless Certified /Cisco Certified

Project Management development and implementation (Genesys application Subject Matter Expert)

Real Estate Broker License

Vehicle Sales License

Construction Sales License

Real Estate Broker License

Competitor in the Olympics Games

SUMMARY OF EXPERIENCES

Specialize in IT, Information Security, Telecommunications, Project Management, or IT Education. Support at Every Step. Military Support Experts. Flexible Online Learning. Streamlined Programs. Teach, Consult, Or Lead. Distinguished Analyst. Salesforce Management and certification.

Lead management, Contact management, Sales opportunity management, Customizable reports and dashboards Utilizing Salesforce.

Functioned as a team Sales leader, Portfolio Manager, Sr. Business Analyst, College Instructor, Global Sales Manager/ Win Back Division, Olympic Athlete, Experience in wide array of commercial real estate related credit products, Advertisement, Medical and Marketing Director.

Acted as the main liaison between the business stakeholders and the IT teams to ensure that business goals are met throughout the software development lifecycle.

Document, track, and manage business requirements for multiple projects and facilitated the translation of Business Requirements into System Specifications, test specifications, and user acceptance documents.

Excellent experience regarding tools and methodologies to elaborate the different functional, non-functional requirements in the form of use cases, user interfaces (prototypes, mock-ups), business rules, UML diagrams (activity, component, sequence) and business process flowcharts.

Extensive experience in Call Center Operations Management: Workforce management (forecasting using Aspect/WFM software, scheduling), skill-based call distribution and routing, voice and menu IVR design.

Cisco certification Business knowledge of Cisco ICM / Solid and recent experience using Visio.

Business System Analysis oversight for programs and projects within assigned portfolios to insure success and compliance.

Expert on system implementation across global organizations (offshore as well).

Sr. Business/Technical Analyst / Project leader with experience creating and executing project plans, assigning tasks and tracking project status.

Account Management Experience and Significant related experience.

Extensive cold-calling.

Sales and Financing of Used Vehicle

Sell telecommunications products and services to small & midsize companies.

Negotiation and decision making skills.

Flexibility to work in a fast-paced, entrepreneurial environment.

Sell VoIP for corporate technology and communications systems.

Extensive cold-calling.

Participate in and contribute to the planning process at both the corporate and business unit level.

Created business proposals to effectively consolidate Telecommunication services for client.

Develops daily lesson plans; advises and tutors students; maintains current and accurate attendance and grade records; remains current in applicable program teaching field.

Utilized Genesys Customer Interaction Management (CIM) Platform for the Telecom and Call Center teams.

IVR design and scripting gathering business requirements, technical designs, development and implementation of systems and applications for the IVR, as well as Genesys Systems Architecture to manage IVR Applications projects.

Strong understanding and experience collaborating with broker partners.

Ability to develop, present, and execute customer plans with a focus on customer communication and account penetration.

Knowledge of retail operation, negotiation skills and trade strategy with experience managing trade dollars within assigned budgets.

Extensive background in Telecommunication Industry. Provided Voice, Data, and Internet communications such as Frame relay, Remote Access Services Data and Collocation, Private Lines, CPE, ATM, Long Distance, Fiber Optic Integrated Access as well Extensive Background in Sales management to facilitate the Customer Relation Management (CRM).

Assemble spreadsheets and draw charts and graphs used to illustrate technical reports

Specialize in backhaul technologies, including traditional DS-1 and DS-3 and microwave, as well as backhaul in fiber to add backhaul capacity and being provided through Alternative Access Vendors (AAVs) or local exchange carriers (LECs).

Developed strategic relationships with accounts, Proven ability to source business opportunities, identify customer's business strategies, goals and objectives, position products and services to meet customer needs, and negotiate and close contracts designed to leverage network throughout markets required.

Introduced and Analyst System software and new technology concepts and services including Cisco routers, storage solutions, VPNs, Web hosting, network security, VOIP, IP-VPN, wireless networks.

Responsible for the integration and maintenance of Genesys Virtual Hold and Genesys Workforce Management.

Excellent skill in adaptability, applied learning, assignment management, building relationships, written communication, customer service orientation, formal presentation skills, functional competence, high impact communication, continuous learning, negotiation, PC skills, reasoning, and sales skills, in order to work effectively with teams throughout organization.

Experience working in communications or proofreading

Assist with the development of marketing campaigns and messaging.

Serve as the primary liaison with third-party advertising vendors, ensuring vendors have information and content that is accurate and delivered on time.

Account Development – As a Key Account Executive develop an annual customer plan that sets objectives to support all brands through merchandising, promotions, advertising, shelf space, pricing and new products.

Acted as a liaison between client area and technical organization by planning, conducting and directing the analysis of complex business strategies and enhancements to be solved with existing and new contact center technologies.

Extensive experience in Vehicle Diagnostics and Repair

Program and service Vehicles as Lock Smith

PROFESSIONAL WORK EXPERIENCE

Mystique Auto Sales/Irvine CA

04/2021- 10/2023

Marketing/Service Manager

Wells Fargo, Corona, CA 02/19 - 04/21

Sr. System Business Analyst

Reason for leaving: Project completed

Riverside Community College, Norco, CA 03/14 – 04/17

Instructor/ Business / Physical Education /Part Time

Air Methods Corp., San Bernardino, CA 07/12 – 03/13

Sr. Business Analyst/ Project Lead (Contract Ramstad)

Esri Corp., Redlands, CA 04/10 - 12/11

IT Consultant Business Systems Analyst/Project Lead (Contract)

Mystique Auto Sales, Canyon Lake, CA 02/08 - 4/10

Owner/ Used Vehicle Dealer

SBC Communications Ltd / AT&T

06/04 - 01/06

Global Account Manager. Full-time

Sprint Corporation, Ontario, CA 02/01 - 06/04

Senior Account Manager Acquisition

XO Communication, Irvine, CA 02/99 - 03/01

Global Account Manager

Accomplishments

Top salesperson in new business accounts

Won sales promotion with paid trips to Costa Rica and a cruise

Ranked #1 in the Region for New Sales

1988 Olympic Games, Seoul, Korea

Competed in the 1988 Olympic Games. (Google Mirwan Kassouf)

Best performer in The World Championship in China, l990.

Golden Gloves Champion

Fullerton Junior College most outstanding EOPS Student, l989.

TECHNICAL SKILLS

SDLC: Agile/Scrum, SPIRAL, RUP, Traditional, Waterfall, Lean

Hardware: PCs, HP 9000, IBM ES9121/210, IBM 4341, IBM RS/6000/ Autel IM508/xhorse

Operating Systems: Windows 3.1-95-98-ME-NT-2000 2007, XP, MVS, VM, VSE, UNIX, MS-DOS

Databases: Oracle 8i, 9i, 10g, VSAM, DBAM, INFOS, DBase, MS Access

Software: Lotus 1-2-3, JCL, DITTO, CLI, HCM 7000, Clear Case, Robo Help, MS (Project,

Word, Power Point, Excel, Access)

Development Languages: Visual Basic 6.0, Forte, C++, SQL, PL/1, COBOL, Pascal, ALGOL, CSP, DYL280,

Fortran, dBase

Modeling Tools: Paradigm Plus, Rational Rose, BP Win, Visio

Web Design Tools: Dreamweaver MX. MS Front Page, HTML

Platforms: Cloud Services, Client Servers, Web Servers, Mainframe

Call Centers design and routing

Call Center systems: Cisco routing / switching / wireless infrastructure CME/CUE, Unity Connection

oPBX equipment: Avaya CMS Center Vu, Avaya ACD, Toll free Number,

(Direct Reporting), Aspect ACD (8.0, Genesys Virtual Hold, Genesys Workforce Management, IEX Workforce 3.12, Aspect Workforce Management, e Workforce Management (TCS), Witness Q call monitoring, SSA, Sales Force Forecasting software, Nortel systems (Call Symposium, Meridian Max), e Talk Call Monitoring, Unison Dialer Administration, Business Networks / IVR design

Business software: Microsoft Excel, Word, Access, Project, PowerPoint, SharePoint site, Visio

administration, Seagate Crystal Reporting 8.0

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