| Jobs in CRM Today | This is a free service of CRM Today. Take some time and meet
qualified candidates or explore interesting job
opportunities.
We invite candidates to submit their CVs and companies to post their CRM releated job offers. Enter into the Job Center of CRM Today and you may find what you are looking for! |
|
|  |  |
| Support Account Manager | | | Ref. Number: | CRM11262 | | |
|
| Personal Information |
| Personal Profile: | My previous employer, EMC, downsized certain Technical Support positions in Burlington which has left me searching for a new career. Through a varied I.T. work experience, and a broad technical education, I have developed a number of specialized skills to bring to companies such as Systems Engineer, Project Management, Crisis Management and Critical Customer Support.
To complement this, I have experience in the field and have proven my ability to achieve results. I have detailed knowledge designing various technical architectures in an enterprise environment. I also have created optimal system configurations using sophisticated system sizing tools, and creating solutions to solve complex I.T. problems.
This specialized experience is complemented by ongoing, specific training courses focusing on up-to-date technologies and performance improvement methodologies such as Six Sigma.
I would like to stress my strong commitment to providing a comprehensive and professional service to a local company. In addition to being well organized, I enjoy working in a fast-paced environment, and adjust easily to changing priorities.
Thank you for your time in reviewing my application. I look forward, at your convenience, discussing in greater detail my suitability for employment.
Thank you,
Mark Round
Home - 905-825-3223
Cellular – 289-259-3334
Email: mailto:mark.round@sympatico.ca
Website: www3.sympatico.ca/mark.round
| |
|
| Education: | Bachelor Degree |
|
|
|
|
| Current Position |
| Current Job Title: | Support Account Manager |
|
|
| Current Salary: | 60-80,000 $ |
|
|
| Preferred Position |
|
|
| Preferred Salary: | 60-80,000 $ |
|
|
|
|
| |
|
|
| Education | Continuing Education
Six Sigma Green Belt
Legato Networker, Autostart Certificates
EMC EmailXaminer, EmailXtender, DiskXtender, ApplicationXtender, AlphaStor, Retrospect, RepliStor, eRoom, VMWare, and Documentum Content Server
EMC CLARiiON, Symmetrix, CAS, NAS, SAN Product Training
IBM Certified Disk Storage Specialist, IBM Certified Tape Storage Specialist, Tivoli Storage Manager Certificate
J.D. Edwards and BaaN Certified Installer Certificates
Certified in Production and Inventory Management (CPIM) - APICS Designation
Microsoft MSLS and MCP Certificates
NCR UNIX System Administration, Internals, Fine Tuning
CASE Tools, Visual Basic, C, HTML
| |
| Working Experience | Work Experience
2002 - 2006 Legato/EMC Burlington, ON
2004-2006 Technical Premier Support Account Manager
• Served as the customer account manager advocate for 10-15 global customers using Networker and the Xtender Software Family. Ensured that the customer was successful with the deployment of EMC software products. Facilitated customer interaction with the EMC functional organizations to resolve critical problems. Prepared and implemented a plan of action to provide customer relief, and keep EMC senior management aware of critical case status.
• Successfully managed multiple Global critical customer escalations, resulting in increased customer confidence and positively influencing sales revenues.
• Maintained Global monthly Compliance reports in Crystal Reports for EMC Business Partners. Helped resolve all conflicts between Partners and EMC by being the single point of contact for all issues, across all product lines.
• Expanded knowledge of EMC Information Lifecycle Management software to include Networker, DiskXtender, EmailXtender for Exchange and Domino, EmailXaminer for Notes and Outlook, ApplicationXtender, Documentum Server, eRoom and VMWare.
2002 – 2004 Customer Support Engineer
• Served as a CSE for Legato’s High Availability software product, AutoStart. Provided electronic technical support to over 100 customers, maintained customer communication and case ownership throughout resolution. Documented all Webex communications and research into the appropriate case tracking databases, Clarify, Peoplesoft or Oracle.
• Reproduced Customer problems on the lab’s SUN Solaris and Windows 2000/2003 equipment and logged bug reports into Engineering’s Defect Tracking Systems.
2001 - 2002 Maxium (IBM Business Partner) Richmond Hill, ON
Sales Engineer
• Configured, demonstrated, and installed IBM Enterprise Storage Server and FAStT Storage Server for use with ERP, Mail and their databases. These included SAP R/3, MS Exchange, MS SQL, IBM DB2, and iPlanet.
• Designed TSM backup solutions with IBM midrange and enterprise-class LTO automated libraries. Configured IBM xSeries, and pSeries servers for a variety of applications.
• Project Manager for several installations of Tivoli Storage Manager and FAStT.
1998 - 2001 Data General/EMC Mississauga, ON
Systems Engineer
• Teamed with sales representative to understand territory and opportunities. Provided pre-sales consulting and in-depth product knowledge with Sales team to customers. Responded to RFP and RFI.
• Quoted and designed systems involving High Availability Servers and Enterprise Storage. Solutions included EMC Symmetrix, EMC CLARiiON, Fibre Channel switches and EMC software components. Developed solutions for Internet opportunities with both 3COM and Cisco.
• Provided solutions for high availability AViiON Servers, including MS Cluster, MS Exchange, MS SQL database, DG Imaging, Document Management, and Workflow software.
1996 - 1998 LAVA Systems Toronto, ON
Technical Consultant
• Provided technical help to the sales staff during the sales cycle. Created technical PowerPoint presentations, product demonstrations, and responded to RFI’s and RFP’s. Wrote statement of work contracts, test plans, scripts, and prototyped demonstrations between Lava and J.D. Edwards ERP software.
• Responsible for estimating professional services costs. Conducted customer seminars and performed software demonstrations on-site, at trade shows and conferences, with the LAVA Client/Server imaging, document management and workflow products.
1988 - 1996 Kronos Mississauga, ON
1992-1996 District Applications Engineer
• Provided pre-sales and post-sales technical support and professional consulting services to customers. Managed and performed technical demonstrations of Kronos Workforce Management and Time and Attendance software to prospective customers on AS/400, Client/Server Windows and various UNIX platforms.
• Responsible for the development of custom software specifications and interfaces to ADP and other payroll organizations using C and VB. Implemented large scale, and highly complex software installations across Canada.
1990-1992 District Service Manager
• Opened Montreal Branch of Kronos and the hiring of the customer service employees. Trained all branch personnel on the Kronos Product Line. Helped convert the Kronos products including software code, and documentation from English to French.
1988-1990 Project Manager
• Responsible for providing key and major account support within the branch. Developed training plans and conducted customer training. Installed and supported customer software solution. Provided problem determination and resolution through positive closure on all problems encountered on key accounts. Managed all major installations of Kronos software across Canada.
1981-1988 NCR Hamilton, Bermuda
Field Engineer
• Installation and support of NCR Mid-size and Mainframe Computers and their peripherals using IRX, VRX, as well as many other vendors’ equipment.
• Provided pre-sales and post-sales support for NCR Mini-computers and IBM and NCR Personal Computers. Conducted customer demonstrations and seminars.
| |
| Other Skills | Key Competencies
• Strong I.T. technical background
• Exceptional communication skills (verbal / written)
• Escalation / People management
• Strategic Analysis / Planning / Project Management
• Process Development
• Methodical / organized / time manager
• Team player, sense of perspective
|
|
 Contact with Candidate |
|
|
|
|
|
| |
by Document Type
