Customer Support Specialist
Resume:
**** ***** ***** ****** #* 708-***-****
Chicago, IL 60618
**********@*****.***
https://www.linkedin.com/in/william-perryman-23b80212a
Professional Summary
Accomplished Customer Support Specialist with 30+ years’ experience in IT architecture consulting, customer success, enterprise solution sales engineering, project management, and product support. Demonstrated strength in cross-functional team collaboration, customer and partner relationships, pipeline generation, cloud enablement and execution of strategic programs. Persuasive speaker with a focus on customer needs. Motivated to leverage organization, data analysis, marketing and project management skills to effectively communicate evolving technologies message and importance.
Additional areas of expertise include:
Sales Enablement
Pre-Sales and Post-Sales Account Support
Technical Acumen
Product Knowledge Training
Product Development
Project Management
Strategic Planning
Relationship Building & Management
Global Customer Executive Communications
Technical Analysis
Channel Partner Development
Public Speaking & Presenting
Solution Consulting
Professional Experience
CISCO SYSTEMS, Chicago, IL
Customer Success Specialist Digital Network Architecture- DNA Center (Jan 2019 – February 2022)
Support a number of Cisco’s largest customers through the lifecycle of their software contracts, focusing on deployment, adoption and value realization. Builds trusting relationships with customers and account teams, in effort to drive faster time to value and prove success of purchased software back to stakeholders.
Supporting High Touch accounts in : DNA Center, Software Defined Access.
Enterprise Account Experience:
Managed large logos such as US Bank, Elavon, Kimberly Clark.
Assisted account teams in identifying expansion opportunities.
Contributed best practices, success stories and account team video testimonials back to the business showing success when a CSS is involved in an account.
Provide solutions to overcome adoption barriers.
CISCO SYSTEMS, Chicago, IL
Customer Success Manager – High Touch Accounts (Jan 2018 – Jan 2019)
Support a number of Cisco’s largest customers through the lifecycle of their software contracts, focusing on deployment, adoption and value realization. Builds trusting relationships with customers and account teams, in effort to drive faster time to value and prove success of purchased software back to stakeholders.
Supporting High Touch accounts in multiple technologies: DNA Center, Software Defined Access, Identity Services Engine, Next Generation Firewall, Smart Net Total Care, Collaboration, Hyper Flex & Data Center.
Enterprise Account Experience:
Managed large logos such as HCSC, Abbott Labs, ABBVIE, Spectrum Health and Allstate.
Assisted account teams in identifying expansion opportunities.
Contributed best practices, success stories and account team video testimonials back to the business showing success when a CSM is involved in an account.
Increased overall health score within the second half of FY18.
W.T. Perryman-Chicago Il.
Consultant (April 2016-January 2018)
Consulted with exhisting Business Partners and Customers on large scale implementations of Enterprise Business Solution’s. Fostered Vendor and Business Partner relationships. Provided Executive Briefings and Training to Service Providers, Customers and Business Partner employees.
Zebra (Motorola/Symbol Technologies) Chicago, IL.
Sr.Presales Technical Architect (November 2004 – April 2016)
Provided Regional Technical support to High Touch and Channel Account Managers, Business Partners and Enterprise Customer’s Engineering Teams. Escalated issues through Zebra Engineering Teams (ECRT) for problem resolution.
Consulted with Service Providers, Partners and Customers on Enterprise Business Solution’s.
Fostered Vendor and Business Partner relationships.
Generated revenue for the Central Region on the large Product Portfolio.
Provided Executive briefings to Customers and Business Partners.
Provided input into the product development teams from Software Developer’s (ISV’s), Business Partner deployment teams and Hardware Vendors (IHV’s).
Lead and managed product solution integration, identified customer requirements, delivered Project Plans .
Xeta Technologies, Inc, Chicago, IL.
Sr. System Engineer Avaya IP Telephony (January 2003 – November 2004)
Provided Regional Technical support to Regional Account Managers, Business Partners and Customer’s Engineering Teams.
Managed Vendor and Business Partner relationships
Programmed and Installed IP Telephony System Hardware and Software on large scale projects such as Comcast Cable national roll out.
Train customers on use of Avaya IP PBX systems and software.
Avaya Communications Inc., Lisle, IL.
Channel Technology Manager/System Engineer (2001 - 2003)
Provided Regional Technical support to Regional Account Managers, Business Partners and Customer’s Engineering Teams.
Collaborated in the creation of manuals for operations, sales, marketing, technical sales process, technical sales scripts, sales training
Collaborated in the marketing collateral (web-sites, brochures, direct mail pieces).
Developed vendor relationships for Business Partners and Enterprise Customers.
Delivered Solution Product Presentations, knowledge transfer and education of customers and Business Partners.
Provided high quality technical support to account teams and customers.
CCC Technologies Inc., Elk Grove Village, IL.
Sr. Project Manager/Applications Specialist (1991 – 2001)
Provided tecnical updates and trained new hire Project managers .
Provided Regional Technical support to large scale deployments.
Supported Account Managers, Business Partners and Customer’s engineering teams.
Managed Vendor and Business Partner relationships.
Managed, program and installed IP telephony system hardware and software on large scale projects.
Professional Training & Certificates
Cisco Interview and Hiring training 2021
Cisco DNA Center training 2020
Cisco Customer Success Specialist Green Belt Training 2019
Customer Success Specialist Training (ILT) - 2018
Customer Success Manager Foundations Course – 2018
Security Ninja: White Belt – 2018
Cisco Ignite Training Course – 2018
Certified Wireless Network Administrator (CWNA) -2015
Six Sigma Yellow Badge -2013
AVAYA Certified Associate Communication Networking (ACACN) - 2000
IP Telephony PBX-1998
Unified Communications, Unified Messaging. -1997
Contact Call Center, ACD.- 1997
Comp TIA A+ Certification - 1997
Education
University of Hartford Ward Technical Institute – Major Electronic Engineering Technology - 1979
Westfield Vocational High School – Major Electronics – 1978
Westport Vocational High School -Radio and TV repair
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