Professional, initiative-taking individual with **+ years of valuable customer support, help desk, account management, change management, channel marketing and business analysis experience. Dedicated and loyal collaborator with a natural ability to gain client/team trust and rapport. Competencies could be usefully engaged in positions demanding a high level of support service and application analysis.

Channel Marketing – Domestic & International.

SaaS & IaaS Exposure – Google Apps, Salesforce and Amazon Web Services (AWS).

B2B Channel Marketing with Enterprise customer base.

ITIL Environment.

SELECTED ACCOMPLISHMENTS

Boosted and developed Channel Marketing leads, opportunities and results driven marketing.

Managed Change Management tasks & assignments in addition to regular support duties.

E-Prescribe Administrator for McKesson/IknowMed Support Team.

Upsell and promote company products.

Helped organizations automate co-branded marketing, empower collaborative selling and measure results with analytics.

WORK HISTORY

2017 – 2020 Zift Solutions Inc. / Relayware Berkeley, CA

Zift Solutions - Founded in 2006, Zift Solutions is a global organization that delivers cloud-based solutions for channel marketing, sales and operations.

PRM Support Specialist in Customer Support/Success

Manage a portfolio of 40+ strategic global accounts that bring $4.8 Million in company revenue.

Support customer lifecycle from on-boarding to renewal, focusing on retention and platform use.

Increase customer channel sales and boosts marketing impact.

Report and document application discrepancies on Zendesk & JIRA ticketing systems.

Support channel management, partner relationships, onboarding, and cloud-based solutions.

Assess business reviews to analyze performance, areas of improvement, adoption and retention.

2010 – 2016 McKesson Specialty Health San Francisco, CA

McKesson Specialty Health – McKesson serves more than 50% of American hospitals, 20% of physicians, 100% of health plans, and is the largest pharmaceutical distributor in North America.

Senior Applications Analyst in Customer Success

Generated sales by turning patient chart demands into new customer enhancement features

Report Practice Management discrepancies on TeamTrack, HEAT and JIRA Ticketing Systems.

Managed all e-Prescribe accounts that involved NewCrop, SureScripts & Relay Health Vendors.

Expert knowledge in Oncology Patient Charting, Dictation, Labs and Security Administration.

Account Management with Transcription Interface Registration. (Globespan and Pradot vendors).

Assistant Change Manager

Minimize risk to the production environment while maximizing quality.

Provide a mature and repeatable Service Change Management process.

Facilitate and document changes within Service Change Management scope.

2008 – 2009 Data911 Hubb Systems, LLC. Alameda, CA

Data911 – Developers of computer software and hardware solutions to public safety agencies. Data9ll Mobile Computer Systems provides state-of-the-art law enforcement software solutions

Client Support Specialist

Report and document emergency dispatch discrepancies on Oracle databases.

Execute Q&A and Proof of Concept acceptance testing by imaging client’s database.

High level analysis in the areas of Automated Field Reporting, Computer Aided Dispatch, Automated Vehicle Locator and Records Management.

1993 – 2008 Netsol Technologies/McCue Systems Burlingame, CA

McCue Systems Inc. – Developers of Leasepak/UX, a lease/loan accounting and asset management software that manages vehicle and equipment portfolios. Netsol Technologies Inc. – A worldwide provider of global business services and application solutions. Netsol partnered and purchased McCue Systems Inc. in June 2006.

Team Leader – Client Success Services

Product development with Technical Support and Implementation Teams.

Coordinated LEASEPAK user training for MSI clients, as well as MSI Support Teams.

Provided upgraded client licenses, builds, patches and enhancement requests.

Account Manager – Client Success Services

Managed new and existing client relationships in supporting the use of Leasepak.

Customer Advocate for anomalies, enhancements and user-group conferences.

Generated sales by turning demands and requests into new customer features.

Served as the interface between the customer service and sales teams.

EDUCATION/CERTIFICATION

Saint Mary’s College of California – Bachelor’s Degree

Heald Business College – Business Diploma

VOLUNTEER WORK

Berkeley Unified School District - Writer Coach Connection

Supporter/Donator of the East Oakland Youth Development Center

Students Rising Above Career Development Workshop

United Negro College Fund/HBCU Innovation Summit

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