CRMpeople.com

Presents

Resume 776.

A position that will challenge my management and technical skills

Experienced manager of technical employees with pre and post sales experience. Significant knowledge of information technology including telephony, Unix and Windows platforms. Dedicated meticulous problem solver that enjoys technology.

• Provided technical sales support of Edify Interactive Voice Response (IVR) and Customer Relationship Management (CRM) self-service solutions. Participated in sales presentations with Edify partners and account executives.
• Responded to customer requests for proposals, prices and information. Provided technical interface between customers and account executives.
• Actively monitor progress through installation for technical accuracy.
• Technology included; data access from screen scrapping to XML/Java/Com, web chat, email management systems, speech recognition/verification, Universal Queue, CTI, CSR Desktop and application development.

• Prepared and presented customized product and architecture demonstrations of Quintus and Siebel CRM products.
• Provided technical expertise and support to national and territory sales representatives.
• Supported proposal preparation (RFP/RFI).
• Products included; desktop applications, CTI, web chat, co-browse, VoIP, email management and self-service.

• Managed 14 project managers and field engineers performing installations and service of Unix based telephony products (4 years).
• Performed installation and service on NCR Unix and HP-UX servers (2 years) including kernal tuning, networking, shell scripts and configuration.
• Worked directly with customers to plan/schedule activities and resolve problems.
• Coordinated logistics for personnel and equipment requirements for onsite activities nationwide.
• Worked with internal departments to maximize employee productivity.

• Managed nine employees for the production of diverse, individualized direct mailings and for internal reporting.

• Researched and developed new technology and developed new products.
• Responsible for day-to-day operations of the facility.

• Operated a multi server, 60 node network including an IBM AS/400 via a token-ring network.
• Responsible for all network service, support and maintenance including cabling, service contracts, purchasing and employee training.

• Managed eleven employees including PC programmers and volume laser printer operators.
• Provided project management and technical pre-sale support and development.
• Provided all PC hardware, software and PBX installation, training, diagnostics and repair.
• Projects included custom PC telephony system using Dialogic cards for inbound campaigns, networked collection software, and software engine for high speed production of graphs.

IBM and compatible PCs NCR Servers - S40, S10, S26, 3430 Xerox Laser Printing Systems – 9790, 4050, 4850

Windows – 2000, NT, 98, 95, 3.11 Novell UNIX – S5R4 DOS

Protocols/Topology:

TCPIP IPX Ethernet Token Ring ODBC

Packages/Languages:

Microsoft Office (Excel, Word, PowerPoint, Project) Excel VBA Crystal Reports FoxPro

HTML (edit/modify) Visual Basic Siebel Visio Vantive

Cincinnati Technical College – Computer Information Systems Programming

Managing & Optimizing Informix-Online Dynamic Server Databases

American Management Association – Supervising Off-site Employees