David Cerna Email & Phone Number

Saint Paul, MN, US

Minneapolis, Minnesota, United States

• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Develop and interpret organizational goals, policies, and procedures
• Assist in planning and managing Business Technology Solutions budgets and strategic plans
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

Bloomington, Minnesota, United States

• Monitor and test fixes to ensure problems have been adequately resolved
• Design and enforce request handling and escalation policies and procedures
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency

Tampa, Florida, United States

• Trained restaurant owners, managers and staff on new IT products and procedures
• Curated and implemented procedure for new client expansions and revised as needed for operational limitations during Covid to ensure customer satisfaction and compliance
• Trained team on new and changing operational procedures
• Managed support technical guides and training documents
• Diagnosed and resolved technical issues through remote access into customer networks and service portals
• Performed intermediate analysis, diagnoses and troubleshooting of telecom, networks, LAN/WAN services, firewall and VPN issues

Clearwater, FL

• Worked with leadership to update training documentation standards and management solutions for this information
• Efficiently resolved client related issues with orders, credits and freight disputes
• Maintain an understanding and enforce internal company policies and procedures to communicate as needed both within Verifone and external clients
• Follow-up with and resolution to client raised issues related to orders, credits, freight disputes and shipping errors

Seattle

• Developed and implemented new strategies and procedures to improve vendor performance
• Managed the end-to-end portfolio of vendor accounts with product across multiple fulfillment channels and vendors. This included the ability to gather, analyze and communicate metrics driving customer experience Key.
• Responsible for managing vendor performance and compliance in product, packaging, shipping accuracy and fill rate

Greater Seattle Area

• Actively managed, investigated and resolved all variances to the purchase order activity
• Developed and implemented new strategies and procedures to drive vendor performance
• Managed 150-200 orders weekly while continuing above average metrics through partnering with the merch teams to hold vendors accountable to our standards.
• Regularly exceeded weekly metrics required through partnering with our Buying Team and Vendors
• Instrumental in new hire training for the onboarding and setup process of vendors along with piloting a new vendor onboarding process.

• Trained clients on proper uses and efficacy of vaccine
• Demonstrated high-level selling and marketing skills, including account-based sells, strategic planning, drive for results, and ability to ask for the business.
• Provided value to each targeted account through proper blending of science and service based upon each account’s individual needs.

• Trained others to developed skills necessary to sell services door to door, giving people confidence and consistency while working on commission.
• Instructed the systematic process involved in properly and effectively conducting an all day shadow interview.
• Educated on how to manage small groups of people effectively.

Rockville MD

• Developed interpersonal skills necessary to work with any type of personality, enabling me the ability to effectively train the systematic sales and training techniques implemented in our daily routine.
• Daily planning for development of the office as well as personnel, to have effective and productive office.

Bachelor'S Degree, Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Baseball

Associate Of Arts (Aa), General Studies