Hi, I’m
ROBIN R. WATSON
Senior Analyst For Sales Operations And Device Auditor
Atlanta,GA
Summary
Highly skilled and experienced professional with expertise in various technology tools and applications, including Salesforce, Tableau, Clarify, Remedy, MS Office Suite, SAP modules (CS, SD, HR, MM), SAP Business Warehouse, Content Management, Linux, SQL, Networking Management, SSH Command Line, HTML/CSS. Proven track record in sales operations, device auditing, SAP support, web portal administration, and networking operations. Strong analytical and problem-solving abilities coupled with exceptional communication and customer service skills.
Overview
19
years of professional experience
5
years of post-secondary education
Work History
Dell SecureWorksAtlanta, Ga
Senior Operations Analyst, Device Auditor
05.2018 - 06.2023
Job overview
- Authored operational forecast documents, helping senior leadership predict and prepare for forthcoming changes in finances or production.
- Worked closely with all project managers and renewal managers to help analyze and research the management of cyber security devices for SecureWorks clients
- Provide a detailed device audit showing all contracts and live devices that are listed for a client and make sure they are mapped to the correct contracts
- Participated in various projects and assisted with several security breaches with some SecureWorks high end customers
- Identified errors and provided feedback to verify a SecureWorks deal meets the company's quality requirement
- Used salesforce daily to interact with other team members such as the CRM team, the billing team as well as the sales team
- Leveraged salesforce to research and collect data when performing cancels as well as verifying contractual information for future deals
- Performed CPQ (Configure Price Quote) testing with the SecureWorks migration team
- Suspended and reactivated client portals
- Created cancel quotes within Salesforce
- Completed data entry and analysis using Salesforce and help reporting using Einstein Analytics Dashboards in lighting and completed change requests within salesforce
- Leveraged Tableau to pull auditing reports and used Account Wizard to manage contracts and mapping of SecureWorks devices
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Investigated system issues and implemented resolutions to reduce downtime.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Developed audit policies, guiding administrative and technical functions.
- Identified and resolved problems through root cause analysis and research.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Applications: Salesforce, Remedy, Tableau.
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EricssonAtlanta, GA
SAP Support Professional
05.2007 - 01.2016
Job overview
- Completed one full life cycle of implementing SAP, gaining valuable experience in configuration of SD-CS modules and integration testing
- During implementation of SAP, oversaw a team of 8 individuals to ensure SLAs were met
- Created and managed intercompany resources related billing that allows management of hours worked and maintained budgets for all projects
- Managed all support invoices and POs for Ericsson contractors and support events that were billed through ACH
- Worked extensively with Ericsson's 3rd party vendors to ensure company payments are made on time
- Managing project budgets
- Served as the single point of contact and primary liaison for Ericsson 3rd party vendors
- Developed monthly contractor expenses and reports
- Automated excel sheets through VBA to provide more accurate explanation of expenses in a shorter amount of time
- Applications: SAP, ACH, Excel, VBA, Remedy.
EricssonDuluth, GA
Web Portal Administrator
06.2007 - 12.2016
Job overview
- Assisted in creating and managing the, customer web portal for new and existing accounts created by end users
- Worked closely with Ericsson's Operation Development team to construct the web portals layout and achieve all created accounts new and old
- Created new accounts for existing customers
- Worked with Operations Development to support the web portal.
- Entered and maintained departmental records in company database.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
N2 Broadband/EricssonDuluth, GA
Networking Operations Center Engineer
06.2007 - 12.2016
Job overview
- Provided frontline support and customer service by talking calls and creating tickets via incoming calls or emails
- Helped support back-office VOD systems for customers such as Comcast, Time Warner, and Charter Communications
- These complex systems are Sun Solaris and Linux operating systems
- The knowledge base for these systems requires intense network troubleshooting skills, proprietary application support knowledge, and basic knowledge of writing SQL queries
- I often load ssh keys to servers and manage streaming content as well as disk space
- Performed research on customer reported problems
- Placed authorized keys across multiple systems for ssh access security
- Managed disk space for server logs and Oracle DB
- Gained extensive experience in DHCP configuration, Solaris and Linux Administration, user and group account management, and DNS (master/slave, dynamic updates, multiple zones) management
- Delivered tier-3 support for co-location, customer backup networks, and ISP services.
- Troubleshot routers, layer 2 and 3 switches, and network firewalls.
- Monitored and maintained network and software components according to established guidelines and best practices.
- Supported global network users with connectivity, VPN, and access issues.
- Applications: Remedy.
- OS: Linux, Sun Solaris
IBMAtlanta, GA
Master Technician
03.2004 - 05.2007
Job overview
- Provided level 1 support to IBM end users for the Lenovo ThinkPad's
- Managed customer inquiries about shipments and updates
- All while providing troubleshooting techniques and knowledge about IBM servers and software
- Provided customer service to IBM customers and private vendors
- Provided Diagnostic & Repair for Lenovo ThinkPad's
- Managed troubleshooting with hardware and software issues.
Education
Benedict CollegeColumbia, SC
Bachelor of Science from Computer And Information Sciences
06.1998 - 05.2003
SoloLearning
from HTML
05.2001
University Overview
- Professional Development: Course certificate HTML
Skills
Salesforce Tableau Clarify Remedy MS Office Suite Account Management SAP Implementation and testing SAP CS, SD, HR, MM SAP Business Warehouse Content Management Salesforce (Lighting) Linux Clarify SQL Networking Management SSH Command Line HTML/CSSundefined
Timeline
Senior Operations Analyst, Device Auditor
Dell SecureWorks
05.2018 - 06.2023
Web Portal Administrator
Ericsson
06.2007 - 12.2016
Networking Operations Center Engineer
N2 Broadband/Ericsson
06.2007 - 12.2016
SAP Support Professional
Ericsson
05.2007 - 01.2016
Master Technician
IBM
03.2004 - 05.2007
SoloLearning
from HTML
05.2001
Benedict College
Bachelor of Science from Computer And Information Sciences
06.1998 - 05.2003