Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Andre Cooley

Andre Cooley

Temecula,CA

Summary

Dynamic and results-driven Enterprise Sales Engineer with a remarkable track record of surpassing sales objectives and fostering revenue expansion. Possess a profound technical acumen, specializing in cutting-edge enterprise software solutions. Dedicated to cultivating enduring customer partnerships and delivering unparalleled service.

Overview

15
15
years of professional experience

Work History

Enterprise Solutions Engineer

Quest Software, Inc.
2022 - 2023
  • Spearheaded client engagement and drove successful enterprise-level sales, resulting in a 20% increase in revenue within the first year of employment
  • Collaborated with cross-functional teams to design and deliver customized demonstrations and technical presentations, effectively showcasing product features and capabilities to potential clients
  • Led the implementation and integration of complex solutions, consistently exceeding customer expectations and ensuring seamless deployment of enterprise software.
  • Built and nurtured strong relationships with key stakeholders, including C-level executives and IT decision-makers, resulting in a 30% increase in customer retention and satisfaction levels.
  • Designed and prepared technical presentations and recommended solutions for client issues.

Sr. Technical Training Developer

Quest Software, Inc.
2018 - 2022
  • Developed and implemented comprehensive technical training programs for both internal employees and external clients, utilizing a variety of instructional methods such as e-learning modules, instructor-led sessions, and hands-on workshops
  • Collaborated with other subject matter experts to gather and analyze technical information, translating complex concepts into easily understandable training materials, and interactive tutorials
  • Managed and maintained a library of training resources, ensuring up-to-date and accurate documentation for various software applications
  • Conducted regular assessments and evaluations to measure the effectiveness of training programs, making necessary adjustments to improve learning outcomes and drive continuous improvement in technical skills across the organization
  • Planned and monitored implementation of technology-based learning programs.

Sr. Technical Support Lead Advisor

Quest Software, Inc.
2008 - 2018
  • Assisted a team of technical support representatives by providing expertise and guidance on complex customer issues, resulting in a 30% decrease in average handling time and an increase in customer satisfaction ratings
  • Identified and resolved software issues for enterprise-level clients, utilizing troubleshooting techniques and remote diagnostic tools to minimize downtime and ensure smooth operation
  • Led training sessions for new technical support engineers, equipping them with the necessary skills and knowledge to effectively handle customer inquiries and provide prompt resolutions
  • Collaborated with cross-functional teams to develop and implement innovative solutions and process improvements, resulting in a 20% reduction in customer escalations and improved overall team efficiency.
  • Instrumental in building a high-performing technical support team through screening e orts and interviews.

Education

Bachelor of Science - Information Systems And Cybersecurity

ITT Technical Institute
San Diego, CA
2007

Skills

  • Presales Strategy Design
  • Technical Sales
  • Project Scope Development
  • Product Demonstration
  • POC
  • Technical Presentation
  • Problem Resolution
  • Emerging Technologies
  • SaaS Solutions
  • Cloud Computing
  • Data Loss Prevention & Protection
  • Risk Assessment & Mitigation
  • Customer Engagement Strategies
  • Solution Selling
  • Network Security & Firewalls
  • Salesforce
  • M365
  • Cloud Services (AWS, Azure, Google, Wasabi)
  • Virtualization Platforms and Cloud Converged (VMware, Hyper-V, Nutanix)
  • Presentation So ware (Powerpoint, Articulate 360)
  • SAP Litmos
  • Data Protection Tools
  • Endpoint Security Solutions
  • Netapp
  • Operating Systems (Windows, Linux, MacOS)
  • Kubernetes
  • Business Development
  • Customer Service
  • Customer Retention
  • Troubleshooting
  • Root Cause Analysis
  • System Configuration
  • Presales Strategy Design
  • Customer Support
  • Usage Scenarios
  • Technical Writing
  • Written and Oral Communications

Timeline

Enterprise Solutions Engineer

Quest Software, Inc.
2022 - 2023

Sr. Technical Training Developer

Quest Software, Inc.
2018 - 2022

Sr. Technical Support Lead Advisor

Quest Software, Inc.
2008 - 2018

Bachelor of Science - Information Systems And Cybersecurity

ITT Technical Institute

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Andre Cooley