Pre Sales Consultant Resume
Contact information
John S. Sinanan
16 Street
Denver
CO
Career objective
Looking for a challenging position of the Pre Sales Consultant Resume the reputed University with a view to use my wide experience for the benefit of the organization.
A Telco BSS / OSS (Customer Care, CRM, Billing) Pre-Sales Consultant with experience involving full system/software life cycle – requirements analysis, design, development, testing and support.
Within the Telecommunications industry, experienced in: presales/admin/configuration/consulting/support of large-scale enterprise software systems/applications such as Billing platform – ComverseONE (fully converged BSS), CCBS 2.0, Kenan BP 11.x/FX 1.x and Customer Relationship Management software system – PeopleSoft/Vantive CRM/INFOR CRM e.Piphany Campaign Management.
Effective communicator with sound written, interpersonal and presentation skills. Able and willing to travel, to work underpressure and meet stringent deadlines. I am pro-active, enthusiastic, flexible and highly analytical with the ability to use initiative and lateral thinking.
Having worked in a number of customer facing roles for the EMEA region, I have strong interpersonal skills, which I have used to sell new ideas and concepts to our clients.
I have worked in a managerial role successfully relegating responsibilities to subordinates. I am an excellent team player working effectively both as part of a geographically dispersed team, as well as independently.
Employment History
Nov 2009 – Now: Gap year (travelling)
Aug 2007 - Nov 2009: Comverse Kenan UK, London, (formerly known as CSG Systems)(www.comverse.com)
Technical Pre-Sales Consultant / Solution Architect in EMEA
Comverse is the world’s leading provider of software and systems enabling value-added services for voice, messaging, mobile Internet; converged billing and active customer management; and IP communications. Comverse’s extensive customer base spans more than 130 countries and covers over 500 communication service providers serving more than two billion subscribers.
In this role I have supported the sales organization in the process of selling enterprise Billing and BSS solutions in EMEA region. As the Billing and Active Customer Management domain expert in the Pre-Sales team, I have participated in numerous RFx processes, developing and qualifying prospects, accounts and leads. I have supported existing customers on-site, and participated in marketing activities such as Mobile World Congress in Barcelona, Spain. The PreSalesConsultant is expected to tailor and architect effective solutions which address the customer’s business requirements, future needs and existing pain-points, as well as carry out demos, proof of concepts or prototypes for customers and partners, and lead technical discussions in front of the customers.
Responsibilities of Position:
Communicate firms unique value proposition and product portfolio to technical and non-technical clients, including executive “C” level management, VP/Director levels and end users
Provide product training and pre-sales product and technical support to Account Executives from qualified lead through to the close of sale
Deliver sales revenues and generate new revenue streams in the focused territory (EMEA)
Develop and strengthen relationships with identified customers
Provide detailed product/solution knowledge so that the solution presented matches the client’s requirements
Support Sales team with the creation of key deliverables such as: demonstrations, presentations, webinars, user groups, conferences, proof of concepts and workshops, bid management and RFx proposals (solution design, compliance matrix and writing up the responses)
Responsible for the smooth transition of projects from pre-sales to the implementation team, ensuring the customer requirements are documented and transitioned into the delivery phase; assist with the creation of Scope Of Work documents
Work closely with the Product Management team to understand the product roadmap, determine the customer (user) requirements, identify and document potential gaps between product functionality and market/customer demands, as well as any enhancements required for the future roadmap, while also collaborating closely with the Development, Professional Services, Sales, Marketing and Support teams as well.
Lead internal kick-off meetings and distribution of work among different departments
Achievements:
This is a commission based role with targets set on Revenues and Bookings on a quarterly basis.
Responded to numerous RFx bids which resulted in Comverse being shortlisted on 95% of the opportunities and meeting the client deadlines 100% of the time.
I designed and built a Proof of Concept for a major mobile operator in Ireland which integrated a 3rd party Call Centre application and a Knowledge Mgmt. software with Comverse KenanFX billing suite.
Technical snapshot:
ComverseONE Converged/Real-Time Billing/PostPaid Billing/Self-Service, Comverse SelfService 3.10
(Netonomy), CCBS 2.0 (BP11.9 + RTBS 4.6 UR16), WorkPoint BPM, Product Catalog, Kenan Arbor/BP
v11.9 (Customer Center GUI, OIU, MIU, ACE), Revenue Settlements, TotalCARE 4.6, API TS, BEA
Tuxedo 9.0, Oracle 9i, PL/SQL, Solaris/HP/AIX UNIX, Problem/Change/Release Mgmt and Testing.
July 2004 - Aug 2007: Comverse Kenan UK, London,(formerly known as CSG Systems)(www.comverse.com)
Customer Support Consultant (EMEA) @ Comverse Kenan UK
As a Customer Support Consultant I was responsible for the investigation and managing the resolution of product problems raised by the customer against a wide range of Comverse products. Responsible for the installation and maintenance of product environments both at a Customer’s premises and in house. Along with the Account Management team, we at Technical Support Services (TSS) team were the critical part of the Customer Care organization in maintaining good customer relations. Reporting to the regional TSS Manager (EMEA).
Main responsibilities included:
Software problem/change management and analysis including:
Problem and Change Mgmt, Incident & Call tracking, Service Level Agreement (SLA) Mgmt and Reporting, Product Installation/Configuration and Upgrade, UNIX scripting, Database troubleshooting (Oracle), testing the solutions.
Customer facing role; being an interface with the customer by telephone/e-mail/in-person
Interfacing with other departments at various levels (Core and Special Development Group, Account Management, Product Management, Professional Services/Delivery, Pre-Sales, Sales)
Client Mgmt Responsibilities (main Point Of Contact/Subject Matter Expert/Customer Advocate)
Provide information on the Comverse products and releases, ensuring that the customer is aware of:
- Future enhancements to products that they may wish to take advantage of
- The release plan for the products that they currently have installed
- New products and modules that could enhance their operations
- How the customer could influence the direction product development (roadmap) is taking
Working with the Product Release team to:
- Plan, schedule and track releases, ensuring that the history of all releases sent to the customer are documented, stored and maintained
- Perform the installation of the initial delivery and all subsequent releases (as required)
Provide a Technical Support function
- Maintain a comprehensive audit trail of the: issues raised, calls taken and bugs raised
- Provide status reports both internally and externally
- Providing cover during business hours and in some instances for 24x7
Achievements:
Successfully upgraded Cable & Wireless Europe client from Kenan BP 9.1 to BP11.5 (FX 1.0).
A first complete installation of KenanFX PostPaid Billing System in EMEA.
During the Post-Live maintenance, resolved > 220 C&W tickets/issues, the most in TSS EMEA.
First engineer to migrate a customer from Customer Center Patch 9 to Patch 10 (BT Ireland ESAT).
Installed various Drops of the pioneering converged billing solution - CCBS 2.0 for our P4 customer (Polish 3G).
100 % of all Call Tickets resolved within the SLAs window and all business goals met in the years 2005-2007.
Produced a WebTRAC - Data Errors Fixing document beneficial to all CallTracking system users.
Numerous verbal and written acknowledgments of the improved Customer Support from the Customers (Praise Emails & Thank You s)
Technical Support Services main Point of Contact and Subject Matter Expert for the following:
Comverse Converged Billing System (ComverseONE suite, CCBS 2.0 and FX1.4), BEA Tuxedo middleware, TotalCARE (Self-Care) product line, Bill Invoice Formatter (BIF), BEA Systems escalation point for TSS EMEA, Documented numerous procedures and issue resolution paths in KnowledgeBase and SiteView, for the company wide use.
Technical snapshot: CCBS 2.0 (BP11.9 + RTBS 4.6 U16), Kenan Arbor/BP v11.9 (Customer
Center GUI, OIU, MIU, ACE), Revenue Settlements, TotalCARE 4.6, API TS, BEA Tuxedo 9.0,
Oracle 9i, PL/SQL, Solaris/HP/AIX UNIX, Problem/Change/Release Mgmt and Testing.
July 2002 – July 2004: Ascari Cars Ltd, Banbury, UK (http://www.ascari.co.uk )
IT Manager
As a team leader of the IT Department of three, I was responsible for managing and coordinating all of the projects, assignments and tasks regarding the corporate IT and telephony equipment.
Main responsibilities included the installation, administration and maintenance/support of various IT: hardware, firmware and software systems (both client and server), corporate LAN and IP Office – LAN based Telephone System.
IT hardware/firmware/software installation, migration, administration, change management and support
Windows Server admin/support (SLAs, User, Email, Computer admin, Active Directory, Licensing)
Corporate Web (Internet/Intranet) admin, Remote Access
AVAYA IP Office - IP Telephony PBX system administration and support, Pi Research, Nokia, Checkpoint, Proximity, NetScreen)
Administration and support of CAD/CAM systems (AutoCAD, EDS Unigraphics, CATIA)
and ERP systems (SAGE Line 100, SAP/3)
Corporate LAN network admin & support (routers, firewall, switches, patching)
IT hardware/software Audit, documentation and training
Achievements:
Successfully managed the IT department resources and processes, providing the highest level of expertise, support and training throughout the company within strict time deadlines and on a limited budget.
Technical snapshot: SAGE/SAP ERPs, IP Telephony, AVAYA IP Office, 3D CAD Unigraphics, UNIX/IRIX, SQL, TCP/IP, LAN, MS Windows 2000/2003 Server, MS Exchange 2000, MS Windows 98/NT 4/2000/XP.
Oct 2000 – May 2002: EDS (New Zealand) Ltd. outsourced to XTRA ISP/Telecom NZ, Auckland, New Zealand
( http://www.eds.com/newzealand/ and http://www.xtra.co.nz )
Billing (Arbor) and CRM (PeopleSoft) System Support Specialist
Within the EDS’s Customer Care and Billing team, responsible for delivering high level of customer/consumer application systems support, development and administration of the Arbor Billing Platform and Peoplesoft CRM systems to our customer XTRA ISP.
I worked in the Operations department, being responsible for the Staging and Production (live) environments.
Peoplesoft CRM daily admin,config & support (Client/Tools/Code/Forms v8.8, Development and DB SQL)
Kenan Arbor/BP daily admin,config,support (Customer Care/Info GUI v 8.3.x, Launcher, ATM/ACE, MIU Tracking)
2nd Level HelpDesk Supp
References
John S. Sinanan
Manager
Wap Company.
John_Sinanan@gmail.com
