Customer Service Telesales

THOMAS E. MATTHEWS

***********@*****.***

Denver, Colorado

SUMMARY

Extensive experience in business solutions analysis, design, sales, and consulting throughout North America for US and international vendors, with proven abilities:

Identifying complex business software solutions opportunities for clients.

Presenting to Executives, Project Managers, Administrators, Sales, and Support personnel, managing customer technical relationships, and formulating business solutions.

Generating RFI/RFQ/RFP technical responses.

Coordinating event logistics and presenting technical material to business stakeholders, executives, and project participants.

TECHNICAL SUMMARY

Computer networking solutions, troubleshooting, & sales including Microsoft Windows (1.0-current), Microsoft Active Directory, Novell NDS, Sun, HP, Intel, Cisco, and EMC, security solutions, high availability, disaster recovery planning, and data center operations.

Application solutions including Microsoft Windows, MS Office, WordPerfect Suite, GroupWise, Google Apps, etc.

Application integration scenarios utilizing Microsoft NT, O365, Solaris, CrossWorlds’ Interchange Server, MQSeries, Visigenics’ ORB, CORBA IIOP, Microsoft SQL Server, Oracle, and connectivity among SAP, Siebel, PeopleSoft, E.piphany, ATG, XML, ODBC/JDBC, ERP, SCM, CRM, SFA, EAM, Oracle applications, legacy applications, and clustered environments.

Systems management including, HP OpenView, Novell ManageWise, Sniffer/LANalyzer, Affinity G3 PBX, McAfee, Norton, ZoneLabs, and help desk support.

NAT, firewalls (PIX, ZoneAlarm), VPNs, Remote access solutions, network management solutions using SNMP.

XAMPP MySql/PHP/Apache, CodeIgniter, Smarty development environments.

EXPERIENCE

IT Specialist, PC Connections/Rocky Mountain Human Services (temporary contract) April 2022-Aug 2022

Provided “white glove” support to end users providing laptop white-gloving for new Microsoft Surface laptops and equipment returned from resigned employees.

Desktop Support Technician, Pivital (temporary contract) June 2021 – 12/31/2022

Provided “white glove” support to end users as they transitioned back into the office environment. Set up multiple monitors, docking stations, keyboards, mice, troubleshooted (MS Windows) desktops & laptops, O365, etc. for employees of a large multi-national Financial institution.

Systems Analyst, Matthews Associates Enterprises January 2021 – Present

I am continuing to develop & refine a multi-dimensional statistical analysis of a professional sport results initially developed starting in 1987. I have completed this twice in older technologies and am now using an XAMPP environment, PHP/MySql/Apache with CodeIgnter and Smarty to reproduce the solution in a modern environment and product set.

Enterprise Service Center Analyst, NuAxis Innovations Jan 2019 – January 2021

Successfully supported thousands of federal employees in three bureaus of the Department of the Interior, the Bureau of Safety & Environmental Enforcement (BSEE), the Bureau of Ocean Energy Management (BOEM), & the Office of Natural Resources Revenue (ONRR) as well as private companies in the Oil & Gas industry with a wide range of Enterprise Applications specific to the bureaus and the US Government, including customer developed applications and commercial applications (Google Apps for the Government, Microsoft Windows, Microsoft Office 2016 and Microsoft Office 365, Microsoft Active Directory, Adobe, & a multitude of others). The Enterprise IT Service Center is open from 4:00am to 6:00pm Monday through Friday supporting customers nationwide. Subject Matter Expert on creating various systems utilizing ServiceNow and SCCM for both Internal and External users requesting credentials to MRMSS applications, and exiting employees from government employment. HDI-SCA certified. Public Trust clearance successfully adjudicated 2019.

Sales Representative, HomeAdvisor Sep 2018 - Jan 2019

Call Center based outbound salesperson contacting home services/repair companies nationwide to join the HomeAdvisor network of licensed & screened companies providing quality services to homeowners. Sales representatives made 150+ dials per day with three hours of talk time.

Licensed Sales Producer, Colorado Insurance and Financial Specialists aka Allstate May 2017 – Sep 2018

Provided product proposals to potential customers to acquire new Property & Casualty, Life, and small business Supplemental Insurance policies. Endorsed existing policies for Home & Automobile policies changes. Proactively communicated protection improvements to clients. Proactively contacted clients in existing book of business regarding Life Insurance options to funnel for agency Exclusive Financial Specialists to close.

Advisor I, Nelnet May 2016 – Jan 2017

Assisted Higher Education loan borrowers with repayment solutions including repayment plans, deferments, forbearances, and recommendations for consolidations when appropriate. Promoted to the Email/Chat team immediately out of training to assist multiple borrowers simultaneously.

Sales Agent/Financial Services Representative, New York Life June 2015 – Mar 2016

Registered financial advisor (Series 6, 63, 65) to individuals, and families protecting and growing their financial futures through various financial vehicles including but not limited to insurance plans, annuities, and Long Term Care plans.

Sales Telesales Agent, Optum/Connextions Aug 2014 - May2015

Licensed Medicare Specialist responsible for qualifying callers, reviewing the four parts of Medicare, detailing the Kaiser Permanente plan details, and enrolling individuals into Kaiser Permanente Senior Advantage programs. Health insurance licensed in nine states across the United States.

Sales/Independent Agent/Owner, Matthews Associates Enterprises/Aflac Jun 2009 – August 2015

Independent Associate representing Aflac to small businesses and individuals. Facilitated owner decisions to offer Aflac plans to their employee base, protecting the employee and reducing payroll taxes. Colorado licensed life insurance, health insurance, and Long Term Care insurance agent.

Sales Agent/Financial Services Representative, Federal Financial Group August 2013 – Aug 2014

Independent insurance rep helping individuals and families providing solutions for increasing cash flow, eliminating debt, creating an emergency fund, protecting what clients already own, creating long-term income, and estate planning. Educating clients on indexing strategies and the potential of proper implementation.

Sales Agent/Financial Services Representative, Transamerica Financial Advisors October 2011 – August 2013

Registered financial advisor (Series 6 & 65) to small businesses, individuals, and families protecting and growing their financial futures through various financial vehicles including but not limited to insurance plans, Annuities, and Assets Under Management. Provided complementary, comprehensive financial needs analysis to provide recommendations insuring wealth accumulation, growth and protection.

Technical Sales Manager, Dash Carrier Services Feb 2006 – Jun 2009

Carried the company sales responsibility during and after the company merger as the only salesperson for two years. Developed and documented internal service data flows and procedures for new client acquisition and ongoing customer service. Services included Enhanced 911, Origination, Termination, Local Number Portability, Caller name, LIDB, Directory Listings and Directory Assistance. Responsible for prospecting, qualifying, contract negotiations, custom contract creation, and closing new and incremental business from Voice Over IP (VoIP) rollouts and established telecommunications providers nationwide.

Internet Sales Specialist, First Assured Warranty Corporation Mar 2003 – Jan 2006

Repeated Sales person of the quarter award recipient. Averaged over $100,000.00 per month in direct sales. Responsible for prospecting, communications, and closing automobile extended warranties to customers via phone and Internet.

Sales - Family Service Counselor, Service Corporation International Jul 2002 – Mar 2003

Counseled both “At-Need” and “Pre-Need” families for Cemetery and Funeral programs. 2002 Rookie of the Quarter award recipient. Colorado licensed life and health insurance agent.

Sales Internet Specialist, Shortline Automotive, Inc. Jul 2001-May 2002

Initiated electronic customer sales communications, generated price proposals. Led the Internet department in total cars sold and delivered for both new and used vehicles each month.

Pre-Sales Technical Engineer, CrossWorlds Software, Inc. May 2000-May 2001

Championed Enterprise Application Integration technical scenarios by articulating product capabilities through Executive Briefings, demonstrations, presentations, Proof-of-Concepts, and RFP responses, including troubleshooting POCs. Analyzed client’s data communications workflow, technical components, solution requirements, developed technical solutions to data mapping among diverse applications primarily using Microsoft SQL Server, while managing customer specific Proof-of-Concept projects. Consulted on integration deployments’ most advantageous approaches.

Pre-Sales Technical Engineer, Mincom, Inc. Jun 1998-May 2000

Lead technical sales for n-tier Enterprise Asset Management products, Business Intelligence, and Integration products by creating technical RFP responses, Executive Briefings, demonstrations using Miscrosoft SQL Server and Oracle database systems, and trade show participation throughout North America. Evaluated clients’ networking infrastructures and consulted with product functional experts for appropriate approaches. Strategized with team members to create effective sales campaigns. Represented Mincom on the Gartner Group’s EAI Conference steering committee.

Sales/Lead Technical Consultant, LAN Pro, Inc. May 1996-Jun 1998

Small business owner. Directed IT services consulting company offerings, providing hands-on IT infrastructure and project management services from individual engineer placements to complete IT facilities management, including troubleshooting installed solutions. Developed business and account plans, sales strategies, deliverables, and engineered solutions. Coordinated and led operations including Sales, Technical Services, and Vendor relationships.

Pre-Sales Senior Systems Engineer, Instructor, Senior Field Service Rep, Novell, Inc. Jun 1985–May 1996

Provided the technical subject matter expertise for networking, data communications, and software solutions for Novell and competitors’ products, including trobleshooting. Exceeded revenue and activity quotas through sales support activities, sales calls, Executive Briefings, and presentations to Executives, staff, and trade shows. Supervised System Engineers in Denver, Salt Lake City, and Phoenix. Developed, coordinated, and presented training classes on all Novell software products. Supported value added resellers throughout the eastern United States and Canada on Novell software and hardware. Developed automated RMA tracking system and technical support library.

EDUCATION

University of Denver - B. A. Mathematics

Colorado Life, Accident, Health, Long Term Care, Property, and Casualty licenses, State of Colorado 2009 - 2017

Series 6, 63, & 65 Securities licenses, Securities & Exchange Commission 2011 - 2017

Individual Income Tax Class – H&R Block, 2005

Introduction to MIMSVu Business Intelligence, Mincom, Inc., 1999

Strategic Selling - Miller Heiman, 1998,

Power Demos - Corporate Visions, 1998,.

Introduction to Delphi 3.0 Professional, 1998 Mincom, Inc.

Citrix Certified Solutions Analyst, Alternative Technologies, 1998

President, Colorado Chapter of the Network Professionals Association, 1997

Enterprise Network Management, Network World Technical Seminars, 1997

Certified NetWare Engineer, Novell, Inc., 1989

The Dale Carnegie Course, Carnegie Institute, 1989

Professional Selling Skills III, Learning International, 1988

Hands-On X.25, The Packet Switching Protocol, The American Institute, 1987

Hands-On T1, Voice and Data Networks, The American Institute, 1987

Hands-On SNA, A Study of IBM Protocols, The American Institute, 1987

ACHIEVEMENTS

Gained customer sales orders for products and consulting services by business analysis, corporate data communications infrastructure analysis and data flow patterns, designing application integration environments, multi-application integration scenarios for Major Accounts. Exceeded individual and regional team quota assignments annually from $2 million to $32 million dollars.

Established pricing policies and negotiated sales contracts for deliverables (network evaluation & baseline workload characterization), created policies defining service offerings (coordinated product acquisition, sales, configuration, and installation services for hardware and software products) and established systems for research material and training class development and content serving small to medium sized organizations providing IT facilities management services.

Coordinated Executive Briefings and trade show participation, presented to large audiences on enterprise software solutions and business solutions. Developed and hosted recurring events throughout the Rocky Mountain West providing technical material for resellers, end users, and major account executives. Organized event logistics to support training forums, vendor participants, and charity golf tournaments.

Reengineered operating policies governing data access and storage, and software management policies. Supervised Systems Engineers in multiple cities in the Rocky Mountain Region. Diagnosed infrastructure components in response to operational anomalies, returning systems to full functionality. Resolved physical and logical errors in multi-vendor networking environments. Researched alternative solution architectures, maintained production software release levels.

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