Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
EXPERIENCE
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Gracy Hopkins
309 Nichols Avenue |
(203) 375-9876
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gracy@optonline.net
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CAREER SUMMARY
A technology professional with a diverse
background in business, technical sales, problem management and customer
service. A go-to person with a proven track record as sales engineer, research
analyst and team lead backed by over twenty years experience in
telecommunications and Information Technology.
EXPERIENCE
People’s United Bank |
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September 2011 to present |
Responsible for providing superior customer
service, focusing on problem resolution, service recovery and customer
retention, adhering to internal policies and procedures and utilizing advanced
knowledge of the organization’s products and services to meet department
productivity and quality standards. Provides Level 3 support for ebanking and
mobile banking services with a high degree of focus on commercial customers.
- Responds to and documents all Level 3 escalations and maintains knowledge-base
- Team lead for Level 2 and Level 3 support – represents teams at management meetings and during product planning sessions and acts as a resource to Call Center Service Reps.
- Provides support and educates customers regarding products, services, upgrades, regulations and changes
- Develops and maintains knowledge of internal policies, procedures, and products
- Investigates and resolves or manages customer problems and if needed escalates to the appropriate party
- Assists in the delivery of training programs for new employees. Participates in assessment skill sets of employees in training and makes appropriate recommendations
ReGenerating Solutions |
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Technology Consultant / Manager |
September 2003 to February 2010 |
Responsibilities include consulting with
clients to determine key business areas requiring improvement. Uncover customer
needs and recommend cost effective technology solutions to help clients reach their
business goals. Be a technical resource for clients by providing training,
technology updates and problem management.
- Actively supports the development of new business by making cold-calls, presentations and demonstrations
- Prepares quotes, invoicing, orders products, executes contracts and manages upgrades, returns and exchanges
- Technical resource for telephony, VoIP, SIP, broadband, ACD and messaging
- Research, test and bring new products to market to support the requirements of existing clients
- Provide direction and leadership for small sales team and team of developers (twenty employees)
- Responsible for customer support and client retention
Infinity Consulting Solutions |
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Independent IT Contractor |
February 2002 to September 2003
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Responsibilities include working with
a team to replace all desktop computers internal to a world wide distributor.
Be involved in all project planning and implementation meetings. Agent of
change to client executives to ensure complete understanding of project and all
major changes to end-user configurations.
·
Created a plan to inventory all
existing computer hardware and software as phase 1 of the project
·
Work with each division to
schedule system inventories, end user interviews, and training on new systems
·
Implement inventory process,
interviews, and update centralized database of all inventory results
·
Provide customer support during
systems deployment and training phase of project
·
Test asset management software
and log any issues with scheduling or LAN/WAN bandwidth
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Respond to all end-user concerns
with asset management software, log concerns, and follow up
·
Was project and technology
advocate during all phases of the project
AppliedTheory, Inc. (is now NaviSite) |
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Senior Sales Engineer / Consultant
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April 2000 to October 2001
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Responsibilities included applying
technical expertise and product management skills to developing proposals and
architecting solutions that meet or
exceed the customer's Internet technologies needs (including Managed Hosting
Services, security, e-business, and network access).
·
Documented
technical requirements, selected hardware and software (custom & OTS),
presented solutions
·
Project
managed post-sales testing and final implementations for co-located, dedicated,
and managed services and provided customer support while retaining and growing installed-base
clients
·
Branch
technical resource for PC support, VPN, email, router, switches, printers, some
cabling
·
Works
with prospects and customers , providing gap analysis, and solutions to reach
their business goals
·
Specified
routers, firewalls & VPN, servers (Compaq & Sun with RAID technology
and F5 load balancing), multi-protocol networks (FR, T1-T3, OC, BGP4) , customized software applications (Web Site,
Supply Chain Management, CRM, Content Management) and managed services (backup,
replication, updates, SLA’s)
·
Acted
as local branch manager for one year resulting in 15% growth in sales and
service revenue during recession
·
Planned,
coordinated, and relocated branch office move from Westport
to Shelton
GartnerGroup |
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Consultant / Research Analyst
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July 1999 to April 2000
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Responsible for providing customers
with Total Cost of Ownership analysis of Contact Center/Helpdesk and voice/data
networks. Applied experience in designing and supporting large contact centers
and engineering broadband networks to understanding and evaluating customer
business challenges.
·
Defined
and managed detail and scope of analysis; acquired executive sponsorship from
client
·
Performed
preliminary analysis of all customer-provided data; formulated criteria for
Bench Marking Peer selection
·
Determined
strategies and best practices to assist clients in aligning efforts with
business objectives to achieve best-in-class organization
·
Formally
presented documented analysis to senior executives
·
Recommended
technology solutions and strategies to improve performance and cut costs
IBM (ROLM & Siemens) |
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Senior Sales Engineer, National Account S.E., Global Soutions S.E., Project Manager |
November 1984 to April 1999
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Responsible for all aspects of
customer sales, implementation, customer
support and client retention; leveraging more than 15 years experience in voice
and data systems.
· Responsible for customer technology
gap analysis, educational training, and technical sales support
· Developed technical requirements for
branch offices and strategy for implementation and ongoing support
· Provided support for area branch
offices with hardware and software, upgrades, installations, and migrations
· Served as an Area Specialist in data
communications, call center operations and design, including voice messaging,
and networks.
· Account managed Global Accounts,
providing project coordination, design support, customer service and client
retention
· Turned around several major national
accounts resulting in over $12 million dollars in technology and service sales
OTHER PROFESSIONAL EXPERIENCE
Project managed the relocation of two data
centers and tested all equipment
Designed contact center for 3,100 active agents
Senior Data Communications Specialist for DUNSNET
and National CSS
Consultant on contact centers for Volvo, Kodak,
IBM, NSA, EDS, The Hartford, and Marriott
Project team lead SE on 165 PBX locations for
major Connecticut
Managed all data hardware (desktops, laptops,
printers, controllers, protocol converters, etc) for 8 branch offices
Project managed all aspects of 4 branch office
relocations
AWARDS
AppliedTheory, Inc. Top Presenter Award 2001, Customer
Satisfaction and Retention
Siemens Global
Solutions Sales Engineering Achievement Award
IBM / ROLM Data
Communications Specialist - Switched Solutions Award
IBM Customer
Satisfaction and Client Retention Award
PROFESSIONAL DEVELOPMENT
Check Point
Firewall Administration certified
Solutions Selling, Face To Face Selling Skills
for Sales Support Engineers, and ISS Security Solutions
Selling
Advanced
Traffic and Network Engineering
Call Center
certified by ROLM / Siemens
Advanced Sales
Engineering Certified from ROLM / IBM / Siemens
Advanced
Networking, Advanced Data Communications, Call Center
Attends an
average of four weeks training per year
Two years of
study, Norwalk C.T.C., Norwalk ,
CT
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