Technical Consultant Resume

SUMMARY

Technical Professional with 18 years combined experience in sales and support
Outstanding execution demands exceptional and unique skill sets, knowledge and ability.
Confidential is an experienced sales and sales engineering professional.
Specific areas of expertise include enterprise voice, data, contact center, and security solutions.
Confidential has proven ability to help clients address challenges.
Confidential has demonstrated the breadth and depth to design and sell effective solutions to solve some of his customers most taxing problems.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Technical Consultant

Responsibilities:

Sales Engineer for a Contact Center-as-a-Service start-up responsible for clients and prospects with 50-5000 seats. Successful deployments included the US Department of Defense and American Airlines
Designed a Nortel-> Confidential Telephony and CC solution migration for a 800-seat enterprise. New solution reduced annual operating costs by over 20%
Sales Engineer for Confidential VAR, representing integrated set of enterprise communication solutions for voice and data. Drove new business with Denver Regional Transportation District, the City of Greeley, Colorado, Heska, McKesson, and others
Partnered with reseller channels to drive an increase in territory sales by 12%
Built a solution with a transportation company to improve customer relationship management, improve customer retention, drive sales, and improve revenue by 15%
Process Specialist for iSCADA service company
Improved reporting cycle time which increased user satisfaction
Increased accuracy of billing by improving linkage of data to customers
Sold remote physical monitoring solutions to the oil and gas industry
Designed a modern telecommunication solution for a local transportation which resulted in an increase to their bottom line of 7%

Confidential

Customer Account Manager

Responsibilities:

Solved customer technical and billing issues
Recommend products that fit customer business requirements including telephony systems, data systems, CoLo, hosting and cloud solutions and support
Clients included Denver Chamber of Commerce and others
Achieved nearly 200% CPE quota and almost 100% in Service quota
Maintained 98% customer retention

Confidential

Client Services Engineer

Responsibilities:

Solved customer administrative issues either by executing the required steps or providing guided customer instruction
Identified, through effective troubleshooting techniques, customer hardware, software and network issues
Worked issues by identifying or confirming customer’s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality)
Explored and isolated hardware and software issues with Tier I and II CSE’s
Prioritized criticality of cases, Recommended and installed service packs & hot fixes as needed
Provided on-call after-hours technical support for western hemisphere
Worked with ASG and R&D to obtain root cause for problems
Supported customers included multi-site and multi-national contact center organizations.
Supported clients with highly sensitive data requirements
Averaged 20 calls per day, closed 30 escalated/high-level cases per week, bringing customer into compliance with regulations and SLA’s
Certified Nice Systems Engineer for 3.5/4.0 Platforms

Confidential

Territory Sales Representative

Responsibilities:

Secured 20% increase of customer and revenue base
Achieved 110% of assigned quota
Oversaw deployments of low-voltage security solutions, access management, video monitoring, access systems, and perimeter security
Served a base of 300+ customers through on-site inspections and consultation

Confidential

Client Executive

Responsibilities:

Completed sales year at 102% of target, or 30% annual growth
Initiated and developed sales cycles for both direct and channel accounts, developing both new business opportunities and incremental revenue within existing accountsDeveloped business with major accounts, including StarTek, Colorado State University, Ball Corporation, IBM, GE Access, University of Colorado, and others
Developed solutions across a full suite of Confidential products: Definity, Call Center, MultiVantage, IP Telephony, Interaction Center, Conversant IVR, Messaging, Workforce Management, Quality Monitoring and data infrastructure, distributed architecture and multi-site deployments, disaster recovery and failover scenarios
Designed and assisted with implementation of several large contact center deployments including:
3000-seat location with multi-media contact center
Contact center outsourcer with multiple 400-seat locations
South American high-altitude IP-VoIP infrastructure, one of the first enterprise VoIP deployments