FERN CHALIK

*** ******* ***** *******, *** CLEMENTE, CA 92672

adjbo3@r.postjobfree.com

949-***-****

CORE

Project/Product/People Management

Business Intelligence

Sales/Pre-Sales

Information Security

CRM

ITSM

Oracle CX

Google Firebase

Facebook Connector

RTB

Marketing Campaign

Networking

Cloud

Container

Virtualization

Big Data

Web Technologies

SKILLS

Team Player

Ability to work Under Pressure

Conflict Resolution

Agility

INTEREST

Photography

Basketball

Soccer

Chess/Puzzle Games

CERTIFICATIONS

CISSP

CEH

CCNA

MCSE

EXPERIENCE

ENGAGEMENT MANAGER / KERIO, AUSTIN, TX.

Mar 2018 – Present

Collaborate with field sales, pre-sales, training and support teams to seek to understand our customer’s needs, their business, how success is defined, and ensure that we are exceeding expectations in delivery and developing valued solutions.

Experience leveraging formal project management and development methodologies on enterprise level engagements.

Lead individuals, teams or multiple groups and play an active role in analyzing project goals, creating a plan to achieve those goals, and then driving the team members, customer stakeholders/SMEs and potentially other third parties to achieve those goals while understanding the client environment and any limitations to execution.

Actively looks for ways to improve process efficiencies and effectiveness.

Ability to apply strategic thinking and demonstrate understanding of requirements to execute.

Selected Achievements:

Resolve customers’ cloud computing challenges by providing technical expertise, increased repeat business by 15%. Deliver modules for Web Security, Cloud Computing, and Big Data Analytics. Reached 11% increase in Total Revenue within 9 months since inception

Established updated data strategies to revamp current methodologies and ensure data-driven transformation in 3 years

MANAGER OF CUSTOMER SUCCESS / KERIO, SAN JOSE, CA.

Jan 2014 – Mar 2018

Recruited, led, and developed high performing Customer Success team.

Drove customers' on-boarding experience and succession planning to ensure customers were deriving the most value out of Kerio's products and services

Proactively drove customers' adoption and looked for opportunities to increase the overall footprint

Provided feedback to Sales, Product, and Marketing on patterns with Customers that would allow us to more efficiently scale our business

Selected Achievements:

Successfully managed to any related KPIs such as revenue growth, client satisfaction, etc.

Improved upsell/cross-sell rates by 35%

Exceeded annual goals with client renewal rate above 85% for over 231 accounts.

SR. SALES ENGINEER / TREND MICRO, LAKE FOREST, CA.

Mar 2010 – Jan 2014

Provided Proof of Concept service to pre-sales customers and helped clients with planning and implementation of Trend Micro products

Process Management and Quality Control, Cloud/Managed Hosting Technology & Data Center.

Cyber security policy, operations, encryption, forensics, tools, compliance, incident management

Provided best practice in specialized processes such as Lead Management, & Campaign Management

Familiarity with Marketing processes including Sales, Market share, Expense, & Financial analysis

Participated in alliance projects including building vendors’ and customers’ relationships.

Selected Achievement:

Developed a new system for generating sales leads which were implemented across the organization and resulted in a 20% improvement in sales performance

SR. TECHNICAL ACCOUNT MGR. / TREND MICRO, LAKE FOREST, CA.

Oct 2005 – Mar 2010

Interfaced with the various stakeholders (business sponsors, application developers, and other support personnel) to plan, deploy, troubleshoot, and support application deployments; analyze/rectify post deployment figures to meet optimum results.

Managed the delivery of recommended/agreed-upon services to achieve high customer satisfaction.

Achieved customer health through service delivery, planning and execution

Interacted with sales team and the customer during the pre/post-sales cycle to provide implementation scope and estimates, created proposals and Statements of Work, and conduct trials.

Selected Achievements:

Awarded TAM of the year for 3 consecutive years of exemplary staff management & team motivation.

Designed, developed and implemented Premium Services program which increased sales revenues and customer retention by 14% for the first year and 25% for the following 5 years.

DIGITAL MARKETING MANAGER / ADIC, REDMOND, WA.

Sep 2004 – Oct 2005

Managed daily account responsibilities associated with Excite, Yahoo, and Altavista.

Worked with other analysts to develop an actionable multi-attribution model for marketing campaigns

Proven ability to lead teams and implement measurable change to improve efficiency.

Maintained and monitored keyword bids, monthly budget caps, impression shares, and quality scores.

Used Salesforce reporting & Mailchimp marketing automation to adjust bids.

Employed remarketing for highly profitable cohorts and to reduce sales cycles.

Worked with the product marketing and creative teams to create ads, templates, and landing pages;

Monitored and administered web analytics dashboards, reports, and key reporting tools.

Selected Achievements:

Increased website traffic by 50% by creating and implementing an SEO strategy

Generated a 300% uplift in organic traffic to the website in a year

Identified website usability issues by conducting A/B testing

EDUCATION

BSC. MAJOR IN MECHANICAL ENGINEERING & MINOR IN COMPUTER SCIENCE/ UNIVERSITAT STUTTGART, STUTTGART, GERMANY.

Dean’s List

VOLUNTEER EXPERIENCE

MEALS ON WHEELS

San Francisco Bay Area, San Jose Chapter. 2006 - 2017

Handled web design and record keeping

Developed front-end WordPress site and blog with 250+ pages.

Customized a web app to track all 1,047 delivery clients and 58 temp drivers

AMERICAN REDCROSS

Santa Clara County 2008 - 2013

Supervised and directed the working staff in a shelter or quarantine environment; to manage high-level situations and events and respond accordingly; to plan, organize, assign, schedule, monitor, coordinate, and evaluate the work of staff; to maintain and enforce safety standards and measures of staff and residents; responsible for the daily operations of an assigned shift; to assist in the development and implementation of policies and procedures; to provide custodial services to residents, and to perform related duties as assigned.

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