Presales Consultant - Service Provider & Data Center
Estarta Solutions
Total years of experience :16 years, 4 Months
• Managing Cisco Presales Service Provider and Data Center Team, ensure meeting the KPIs, Sales-Force tickets hygiene, attendance.
• Support Senior Management team with reports, arranging meeting and building management processes.
• Planning of sales strategies, the positioning in contrast to the competitors and the demonstration of the business.
•Preparation of presentations about the products or services with all their values for the usage of the sales department
• Assist Sales Team in Qualifying Prospects: helping the sales team qualify leads by using their deep understanding of the product’s ideal customer pain points along with the competitors’ products via initial phone or digital contact with leads for the Multi-millions Service Provider deals.
• Provide Product Knowledge Support to Sales Team: attending and contributing to strategy meetings held by the marketing team, making sure their pitch is aligned with the marketing campaign.
• Ensure successful pilot projects and product installations.
• Assist regional business development activities.
• Use corporate applications, emails and communication vehicles.
• Engage in product training to maintain high product knowledge.
•Attending meetings with business development managers and acting as a technical expert.
•Putting together business cases for the sales teams to support their proposals.
• Work with Cisco System Engineering and Account Managers teams to acquire BOMs (Bill of Materials).
• Create quotes in response to customer requests and ensure correct pricing and part numbers/technical information. Assist Cisco Account Manager (AM) in answering any related quote questions and prepare revisions as needed.
• Ensure all Opportunities are saved in Salesforce and reflect accurate information and the Total Revenue and GP (Gross Profit) is correct.
• Assist RFP specialist with any preparation of RFP response and prepare quote to be included in response.
• Cross check all pricing, acquire Cisco Professional Services (PS) documentation (if applicable) and process orders.
• Provide consultation for Competitive Differentiators, Cisco Product Positioning/ Competitive Product Positioning, Pricing/ Discount Guidance, Competitive POC and Competitive Demo/ PoV.
• Supervise INOC team. Assign client requests and proactive work as needed.
• Assist as an escalation resource for all client issues. Provide direction on both technical and communication approach to help maintain best-in-class customer service.
• Use ConnectWise Manage and reporting tools to monitor ticket volume and performance of individual NOC team members. Ensure response time goals per service level agreement are consistently met.
• Review completed tickets for quality assurance. Review customer service and technical feedback with individual team members.
• Work with NOC Manager and provide input for continual improvement of standards, documentation, and processes.
• Hold huddles as needed to give each team member the opportunity to discuss open issues, help needed, and help to offer.
• Use strong customer service skills (good organization, clear helpful communication, and timely response and resolution) to help maintain best-in-class customer service.
• Participate in the 24/7 on-call duty rotation.
• Assist in the onboarding and documentation of new Managed Services clients.
• Create and update documentation and deploy best practices at all Managed Services clients.
• Network Engineer for Zajil Telecom (ISP) International Customers.
• Troubleshoot and resolve upstream providers Capacity issues in a timely and efficient manner through the utilization of various networking analysis tools and Internal systems.
• Troubleshooting of STM16, STM1, E1 & DS3 link connectivity issues.
• Troubleshooting data circuits, Fiber, lease lines, L2/L3 MPLS VPN, ATM & Frame Relay Circuits.
• Performs analysis of highly complex network designs.
• Support of a complex network environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion.
• Plans and supports Network Upgrade and Network Migration activity.
• Network Engineer for Zajil Telecom (ISP) Corporate Customers (VIP).
• Analyze, configure and troubleshoot small, medium and large size networks.
• Troubleshooting customer complaints for internet and Data services regardless the media (ADSL-PPPoA, ADSL-PPPoE, SHDSL, Fiber, GPON, ISDN Voice, Wireless and Microwave).
• Solve product and network problems of low, medium, and high complexity.
• Dealing with different kinds of Cisco routers on daily basis such as (800, 1800, SOHO97, 6260, 3800, 7000) series, Cisco Switch’s such as (3750, 2950) series, DSLAM MALC, DSLAM New Paradyne (8820) and Cisco DSLAM (6250) series and ISDN voice Modems.
• Network Monitoring and Network Efficiency Analysis.
• Working as an offshore Network Operation Center Team.
• Troubleshooting problems with servers and clients.
• Escalate and resolve critical alerts to 3rd parties.
• Writing documentations and team guidelines.
• Performing Daily tasks which supposed to keep our main site updated and ensure the peak performance for it ( www.weightwatchers.com )
• Comfortable with Many of MS softwares like, SCOM, Exchange, BIZTALK.
• Good dealer with networking monitoring tools, like Solar Winds, NetBotz, SecureID, Load Balancers .
• Monitoring servers room using advanced monitoring tools, like Netbotz.
• Troubleshooting for MS Exchange servers and Active Directory.
• Administration for EFT and Control-M software
• 1st and 2nd line support-troubleshooting of IT related problems.
• Act as a single point of contract for phone calls and emails from customer regarding IT issues.
• Maintain a high degree of customer service for all support queries and adhere to all services management policies.
Bachelor of Computer Engineering: Mu'tah University, Jordan, 2010 Accumulative average : Good ( 71.68 ) General Secondary School Certificate General Filed Of Science 2005 ( 85.6 )