Jan 2020 – Jul 2020 · 6 mos

Oct 2018 – Jan 2020 · 1 yr 3 mos

Jun 2017 – Oct 2018 · 1 yr 4 mos

May 2015 – Jun 2017 · 2 yrs 1 mo · San Francisco, CA

• Developed On-boarding process and trained new employees in the Network Engineering Team.
• Built internal JIRA Wiki page as a central repository technical documentation, training materials, operations documentation, and more.
• Managed the Network asset inventory for all of Sephora corporate offices, distribution centers, regional offices, and data center.
• Managed IT Network contracts. Responsible for maintaining, renewing, and negotiating software and hardware support contracts for various vendors (Cisco, Palo Alto Networks, F5 Networks, Aruba Networks, Fortinet, SolarWinds and more).
• Created documentation and trained non-technical staff on Integrated Video and Audio Conference solutions such as BlueJeans, Cisco TelePresence, Creston Networks, AirMedia and ClearOne.
• Project coordinated for various corporate floor buildouts, regional office buildouts, distribution center expansions and refreshes. Used MS Project to build project plan and tasks.
• Project coordinated for various IT Infrastructure Cross Domain projects.
• Developed comprehensive Network and Application checkout documentation for Networking, Desktop, and Telecom teams to be used for Corporate and Distribution Center network maintenance.
• Monitored Service-Now Network Team queue to ensure Incidents, Work Orders, and Change Requests for threshold breaches. Provided management with Service-Now reporting for Holiday Readiness historical data and trends on Incidents.
• Created process documentation for Service-Now Change Requests and Post Incident Reviews.
• Conducted Tier 1 Support for AV Conference Rooms and Video Conference Rooms. Monitored Networking alerts and escalated to proper Network Operations or Network Engineering Teams.
• Updated and maintained the Network Engineering On-Call rotation via PagerDuty.

Feb 2011 – Mar 2015 · 4 yrs 1 mo · Alameda, CA

• Analyzed, validated and revised as needed all bookings, renewals and sales utilizing Oracle and CRM (Salesforce) Sys., also incldg Sales Leads, Revenue and Products sold. Identified uncaptured Accounts, Leads and Contacts. Reassigned to appropriate Sales Development Representative.
• Supported VP of Global Corporate Sales, Dir. of Corporate Sales, three Inside Sales Mgrs, 19 Acct Execs (AE), six Terr. Acct Mgrs (TAM), and three SDRs by researching (Prospecting) the Internet for new companies, new contacts for existing accounts, current contacts cleanup, account cleanup, etc.
• Provided accurate rev. rprts to Corp. and Div. Sales Mgmt used for forecasting and next fiscal year planning for terr. mgmt, staffing and training.
• Created and maintained a Territory-by-State Coverage spreadsheet of entire Americas Field region and Americas Corp. Sales region. Spreadsheet was utilized by various corporate functional groups.
• Monitored and tracked opportunity lifecycle of AE, TAM, and SDR Leads and Opportunities. These analytical reports are utilized by Global Sales Organization.
• Supported Marketing campaign efforts vis a vis ensuring prospect and existing customer info. is current, and event registrations were complete and correct. This ensured that Marketing and Sales had correct Customer and Lead contact data to support follow-on sales effort.
• Accomplishments:
• Tested new Sales CRM system and was responsible for troubleshooting prior to “go-live” implementation.
• Played a lead role in the development of an Exec. Dashboard analysis to Exec. Mgmt.
• Created and implemented a training program for the new CRM system to ensure conformity in usage. Utilized ClearSlide (third party) for this purpose.
• Played a lead role in a full sales data migration project from old database (Siebel) to new CRM database.
• Led training on third party applications, created training documentation, and provided management with analytics’ reports on third party application utilization.

Aug 2010 – Feb 2011 · 6 mos · Alameda, CA

• ● Prospected new accounts for the Director of Corporate Sales and AEs.
• ● Created and maintained a Contacts database for Sales Management.
• ● Utilized Excel to provide Director of Corporate Sales and Inside Sales Managers financials, Revenue and AE and SMB work flow production.
• ● Assisted AEs and SMBs with sending out campaign “emailers” and developed, produced, and distributed promotional campaign packets.

Feb 2003 – Apr 2009 · 6 yrs 2 mos · San Francisco, CA

• Diagnosed, resolved, and proactively maintained external Client Network, Storage, Server and Desktop Systems.
• Managed and coordinated new project implementations, which included planning, install and testing of Network, Storage, Server, and Desktop Systems.
• Provided training to System Support Engineering team in recurring customer problem areas, which also included creating and editing technical documentation relative to customer systems, storage and networks.
• Trained external Client System Administrators on Solaris Operating System, proactive patch management and disk management.

Jan 2001 – Jan 2003 · 2 yrs · San Francisco, CA

• Diagnose and resolve Customer hardware issues (on-site field work)
• Support System Support Engineers on installations and de-installations
• Promoted to higher level technical position