Professional: Sales, Sales Engineer, Project Manager, Business Analys
Resume:
Susan Harkins, PMP
Bridgewater, NJ 08807
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SUMMARY OF QUALIFICATIONS
Successful, experienced manager with excellent communication, problem solving, presentation, negotiation and interpersonal skills. Customer oriented with account management, project management, training and supervisory background. Proven results-oriented team leader/team player.
Professional Skills: PMP (Project Management Professional) Certificate April 2008
Microsoft Office Specialist Certificate from Avtech Institute of Technology 2008: MS Word, MS Excel, MS Access, MS PowerPoint, and Outlook. MS Project and Visio experience.
Recent Education: Fall 2007 through Spring 2008 – Avtech Institute of Technology
PROFESSIONAL EXPERIENCE
Verizon Business, South Plainfield, NJ
Project Manager (2007) (Sales Engineering Manager on special assignment)
• Managed unique project that successfully identified and positioned legacy contracts for proactive renewal.
• Developed and managed new organization of six Sales Engineers and two support resources responsible for providing voice product technical support for five northeast sales branches.
• Documented methods and procedures for field engagement with team.
• Presented team results and initiatives to Vice President and Sales Directors on a monthly basis.
• Designed and implemented a database identifying over 750 existing Centrex customers under contract to proactively seek contract renewals.
• Designed, implemented and sourced instructors for specialized team courses at 2007 Sales Engineering Conference.
Branch Sales Engineering Manager (2004-2006)
• Managed 12 Voice and Data Sales Engineers that were responsible for supporting $33M of sales revenue annually. Sales Engineers supported the full suite of Verizon Products including Switched Ethernet Services, MPLS, Centrex, and Data CPE.
• Led region wide initiative to migrate targeted Centrex accounts to Hosted IP Centrex. Documented requested technical enhancements. Worked in concert with VoIP Solutions Architect to communicate to upper management and marketing customer desired product enhancements.
• Maintained direct involvement with customers on high visibility projects requiring management account management to win business or maintain customer relationship.
• Used Human Factor Analysis to motivate performance improvement and enhance development plans.
• Reviewed and edited technical RFP responses on critical bids.
• Initiated and executed projects such as SE training for Verizon Business VoIP Products, customer seminars, and database mining projects to support attainment of branch sales goal.
• Project managed logistics including contract negotiation for 2006 region wide Sales Engineer training conference.
Usage Specialist/Technical Solutions Specialist (1999-2003)
• Negotiated close of sales contracts for Local and Long Distance usage at competitive rates.
• Prepared detailed financial analysis to support negotiated customized pricing package and justify reduced rates to the N.J. Board of Public Utilities.
• Wrote technical responses and edited boilerplate responses to RFP questions regarding local and long distance services and their provisioning platforms.
Sales Engineer (1991-1998)
• Consistently exceeded sales objective while maintaining customer satisfaction.
• Designed voice/data network and CPE solutions and presented technical solutions to clients.
• Trained sales engineers – presented custom developed course material on Network/CPE integration.
• Wrote technical responses and edited boilerplate responses to RFP questions regarding voice and data services and their provisioning platforms.
Susan A. Harkins, PMP (cont.)
Project Manager/Technical Consultant (1984-1990)
• Designed and managed the implementation of a total PBX replacement for a NJ Hospital. This $1M+ project was implemented successfully, despite obstacles, and was highly praised by the customer.
• Demonstrated ability to creatively problem solve through unexpected roadblocks while implementing $500K project within compressed timeframe at a private NJ University.
• Designed and implemented first ACD system associated with NEC PBX.
• Strong expense/budget management skills allowed consistent completion of projects within budget.
• Wrote technical responses and edited boilerplate responses to RFP questions regarding Customer Premise Equipment such as PBXs, Voice Mail Systems with IVR, Key Systems and the infrastructure to support the systems.
EDUCATION
Avtech Technical Institute, Microsoft Office Specialist Training and PMP Exam Prep Training
Gettysburg College, Gettysburg, PA: Bachelor of Arts – Cum Laude – Communication Arts
Basic Literacy/ESOL Certification, Somerset County, NJ
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