Sales Manager

John R. Martin, Jr.

**** ******* **** 615-***-**** Cell

Hermitage, TN 37076 E-Mail: acwi6k@r.postjobfree.com

Summary of Qualifications

Twenty five years of management experience.

Created and managed two in-house software testing (QA) departments and Help Desk departments

Increased overall IT customer satisfaction to the current rating level of Excellent for 85% of survey respondents

Ability to manage multiple high priority initiatives in a fast paced highly technical environment

Ensures that decisions made to improve the overall customer support of the service desk are continually carried through

Maintained a 0% employee turnover rate over a 4 year period

Business Experience

Dell Nashville, Tennessee 03/2013 – present

Technical Sale Representative – Advanced Systems Group

Built, Maintained, and Developed Customer Relationships with Small to Medium size businesses in Mid-Atlantic States. Responsible for enabling customer solutions, recommending appropriate configurations of products and services, aligning internal resources with implementations and negotiating costs of products & services.

Responsible for up to 6,500 accounts and over $15 million in sales annually

Attended 8 to 12 hours of continuing technical education to stay abreast of new and emerging technologies quarterly

Analyzes multiple market factors to both anticipate/identify customer problems/needs and recommends appropriate solution

Utilizes strategic probing to identify, evaluate, and recommend alternative business solutions

Specialized in Enterprise Solutions including Servers, Storage, Networking as well as Enterprise Software and Peripherals

Direct General Nashville, Tennessee 01/1999 – 07/2012

Manager, User Support Services -

Established and managed an in-house help desk function, providing information and support for more than 4,000+ employees in 500 sales offices and 5 corporate offices

Created and managed an in-house software testing (QA) function, to install and test new releases of sales office software

Manage a multi-level staff of 13 Help Desk professionals, who responded to over 5,000 customer calls/email a month. Managed an annual operating budget of $450,000

Develop Service and Business Level Agreements to set expectations and measure performance

Train, coach and mentor Service Desk Specialists

Managed monthly rollout of software to 500 sales offices in 13 states

Managed for three years the IBM/BluePoint Data MSExchange relationship

Co-managed three computer refreshes of approximately 2,800 PC’s for Sales Offices

Wrote update memos for software releases

Developed testing scripts and use cases

Schedule employees working times

Provide data and reporting of KPI’s and trends as required

Monitor and manage phone queues

Provide senior level backup support as needed

Manage process for communication of outage/emergency activities to appropriate groups

John R. Martin, Jr. Page two

American General Life & Accident Insurance Company, Nashville, Tennessee 12/1997 - 11/1998

Help Desk Conversion Consultant - (Home Beneficial acquired by American General - April 1997) Consult with Managers, Users, and Data Processing personnel on Home Beneficial processing and systems conversion considerations. Provide system support for Data General Aviion 4300 computers and IBM System 36 computers.

Home Beneficial Life Insurance Company, Richmond, Virginia 1981 - 1997

Manager, Help Desk/Model Office/Account Reconciliation, 1993 - 1997

Established and managed an in-house help function, providing information and support for more than 1,000+ employees in 60 field offices.

Managed a multi-level staff of Help Desk professionals, who responded to over 6,000 customer calls annually. Managed an annual operating budget of $200,000.

Managed relationships with five major hardware and software vendors to resolve problems, provide exceptional customer support, and research the capabilities of each application to meet customers’ needs

Developed numerous management tools, reports, processes, and procedures to ensure effective and efficient Help Desk operations and to maximize staff productivity in customer service environment.

Manager, Model Office/Account Reconciliation, 1986 - 1993

Established and managed an in house software testing function to install and test new releases of LIFE COMM, a mainframe system for life insurance policy issue and administration.

Tested and installed five new releases in approximately 18 months. While the LIFE COMM system was implemented in 1981, no new releases had been installed until the formation of Model Office.

Managed the conversion of 400,000 life insurance policy master records from a batch system to the LIFE COMM system. Trained approximately 75 users in LIFE-COMM system procedures.

Established an account reconciliation function for ongoing reconciliation of several internal clearing accounts prior to review by external auditors.

Internal Auditor, 1981 - 1986

Reconciled several clearing accounts; prepared system documentation of new audit programs; assisted other employees with reconciliation problems; prepared accounts for independent external audit; performed cash disbursement testing and reviewed forms for data accuracy.

Technology Profile

Numara Track-It!, HelpWeb Call Tracking, AS/400, iSeries, Microsoft Office (Word, Outlook, Excel, Publisher, Project, Visio, PowerPoint), SalesForce.com, DellStar, IDD

John R. Martin, Jr. Page three

Certifications/ Trainings

Consultative Sales Training

SonicWall CSSA Certification (Certified SonicWall Security Administrator)

Education

James Madison University, Harrisonburg, VA Bachelor of Business Administration in Management, 1981

Professional Memberships and Community Service

Director of Schools, President, Vice President, Second Vice President Mid-Tennessee Gem & Mineral Society - 2004 to present

Big Brothers/Big Sisters, Richmond chapter- Active member for fourteen years.

1991 Recipient of a National Hero Award for Big Brothers/Big Sisters of America. Only 10 awards presented in the United States annually.

National Help Desk Institute - Member - 1993 -1998

Central Virginia Chapter of the Help Desk Institute - Newsletter Editor - 1995 - 1997

Organized and managed a Stock Investment Club for approximately 20 investors. In the Club's six year history, assets grew over $80,000 in profits.

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