Resume 5

OBJECTIVE

• Research-Interpret Customer Requirements MS Office 2000 Hewlett Packard
• Develop Presentations PeopleSoft HRMS COMPAQ
• Build-Lead Cross-Functional Teams Lotus Notes Dell
• Problem Anticipation-Resolution WEB Browsers Macintosh
• Technical Support Remedy TCP/IP
• Project Management Windows 95, 98, NT4, Win2K, XP

• Led cross-functional technical team that developed complex presentation to major customer resulting in an initial sale of 1.3M office automation integration solution.
• Researched unique customer requirements, created inter-disciplinary teams, and presented demonstrations of integrated systems. Consistently exceeded customer budgetary expectations, helped generate sales revenue, and promoted brand loyalty.
• Recruited to build and lead a technical support team, which proactively identifies and recommends corrections to network and software issues prior to end user delivery. Develop user alerts, network status recordings, and email notifications that reduce customer assistance requirements.

• Provides second-level support for all PA employees utilizing Crystal Reports and PeopleSoft HRMS to troubleshoot end-user issues.
• Reviews, distributes, and collects statistics on all issues escalated to the HRTS team, providing daily, weekly, and monthly analysis of all identified trends.
• Created and documented process for dispatching all escalated HR issues to team members, using Remedy queries and reports exported into Excel.
• Actively works with out-sourced first-level support to improve the ticket content quality. Participates in cross-functional, international conference calls and meetings.
• Performs route-cause analysis, recommends process improvement and identifies potential problems before they occur.

• Developed a customer support organization, providing exceptional customer satisfaction, establishing communications with key partners, reporting critical information to engineering and executives, relative to marketing campaigns and software reliability.
• Created, developed, and managed project for external field test of early software release providing analysis and recommendations to engineering.
• Established customer response procedures and actively participated in direct marketing campaigns, providing customer feedback to assist in the decision making process.
• Directed the development and continuous enhancement of web and automated customer support technologies.

• Was recruited to develop internal support Help Desk and LAN Support team for state of the art software developer.
• Identified customization requirements and promoted implementation of a centralized call tracking system.
• Hired and trained staff, developed company-wide policies and procedures for internal support, and established relationships with escalation resource groups.
• Established Technical Leads for the Help Desk and LAN Support teams, developed Point of Contact roles to encourage staff development, maintained statistics, and measured team effectiveness.
• Mentored staff to advancement and have achieved a 66 retention rate within SmartSoft.

• Provided technical expertise for PC Integration products in both pre-sales and post-sales support.
• Managed local program for early evaluation of pre-released PATHWORKS products.
• Performed on-site customer evaluation of PATHWORKS and electronic mail products.
• Organized teams that developed and delivered integrated tradeshow demonstrations.
• Trained internal sales and sales support on suite of integration products, and served as liaison between customers and product development.
• Earned merit award for providing strategic sales support.

• Designed, maintained, and upgraded PC integration segment of the Solution Center for the Western United States customer showcase.
• Designed, developed, promoted, and delivered seminars at the ACT facility, customer sites, and hotel sites.
• Developed and delivered customized scenario demonstrations that addressed specific customer integration and proof-of-concept requirements. Industries included aerospace, state & local governments, semiconductor manufacturing, legal, and medical.
• Provided Product Information Disclosures to strategic customers and insured that key local vendors, Apple and Microsoft, had the latest products installed at local customer demonstration centers.
• Awarded Software Excellence for key participation in complex customer opportunities.

• Monterey Peninsula Junior College - Monterey, California
  AS Degree in Data Processing
• Fresno State University - Fresno, California
  BS Degree in Marketing
  Minor in Business Administration
• Digital Equipment Corporation - Palo Alto, CA
  Completed course on HTML
  Certified Professional web-development ??
• Microsoft University - Santa Clara, CA
  Completed course on Microsoft NT
• PeopleSoft University - Pleasanton, CA
  Completed course on JAVA programming
• Digital Equipment Corporation - Boston, MA
  Completed several courses in Network Integration and Sales Support
• Organized and participated in 90-minute weekly training sessions which include Oracle, SQL, PeopleTools, single-user database demos, PeopleSoft production database troubleshooting, TCP/IP, NT4, and web-applications.
• Completed Support Services Symposiums sessions on Service Level Agreements, Staff Development and Retention, Avoiding Burnout, and Understanding Statistics.
• Participated in a "Riders" workshop, which addressed challenges for women in leadership roles. Attended Best Practices in Call Center Management and local Help Desk Institute "Hot Topics" sessions.