Stephen Omrod Email & Phone Number

Newtown Square, Pa

SAP is one of the Leaders in Cloud Based Software 2/2015 to 8/2015• Review of solicitation requirements and noted sections assigned for 1st pass assistance.• Schedule and attend meetings and conference calls with all necessary Presales resources to address first pass answers to tech/security/functional material, and develop strategies that ensure timely and effective response of assigned deliverables. • Utilize central knowledge library (database) to search, find, insert, and manage first pass security, technical, and feature information for the various lines of business • Harvest appropriate re-usable content for contribution to Knowledge Library (database). • Assisting with input of updated content as delegated by Manager, Team Lead, or system administrator. • Apply best practices and take responsibility for implementing workflow processes to streamline first-pass answers with second reviewer (Presales) approvals and updates. • Follow appropriate template guidelines and directions to help prepare documents compliant with customer requirements or others leading proposal coordination (Pre-Sales and Bid/Proposal teams). • Adhere to administrative intake processes for assignments and tracking of supported deliverables.• Manage timelines and work contributions against strict deadlines and high request volumes.

Horsham Pa

Comcast Corporation is a global media and technology company with two primary businesses, Comcast Cable and NBC Universal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider. Provided Technical Support to the Business Class Customers. • Provided technical expertise of company products and applications to customers, including wiring and programming• Provided Upgrades to customers which consisted of increasing the base service to a higher level• Also added additional services to the customers to meet their needs

Deliver quick, friendly customer service by answering customers questions, providing purchase assistance, and keeping shelves stocked.• Recognized in top 80% of knowledge within 2 weeks in position - sought after by other departments to support customers.• Currently Working in one of the busiest Stores in the region providing support to customers.

Warminster, Pa

Selected to work on a sales team which focus is OEM LED Lighting Components. Ensured superb customer service by cultivating and maintaining customer relations. Processed and reviewed Original Equipment Manufacturing (OEM) quotes, and process Sales Orders. I also help build procedures for the department and train the new members of the team.• Recognized as the only technical sales/service person• Provided technical expertise of company products and applications to customers• Collaborated with OEM lighting companies to promote the Eaglerise Products• Worked on all aspects of the sale • Established new accounts and customers• Conducted market evaluations for potential new leads and projects

Barrington, Nj

Selected for position to return to company to support a 4-person sales team for a new region covering more than 20 states in the Central United States. Ensured superb customer service by cultivating and maintaining customer relations. Managed and reviewed Original Equipment Manufacturing (OEM) quotes, processed Sales Orders and Return Material Authorizations (RMAs), and optimized product and pricing by assisting customers with specifications and blueprint reviews, checking inventory and stock parts, checking the processing of custom parts, preparing quotes, and preparing management reports to track potential bookings, sales forecasts, and inventory discrepancies through using SAP and M2M.• Assisted the sales team to surpass the $120 million 2011 sales goal by $6 million prior to a company-wide reorganization eliminating the department through identifying new opportunities for existing customers and prospects through extensive inside sales contacts, including Customer Service, Technical Support, Product Team, Information Technology Department, Inventory Team, and Stock Room Associates..

Sicklerville, Nj

Recruited by and reported to the company’s Chief Executive Officer (CEO) to support the company’s business forecasting software customers by creating and managing a help desk. Troubleshot and resolved customer issues by consulting with clients via telephone and GoToMeeting, escalating issues which could not be easily resolved to Implementation Consultants or engineers, and following up with customers to ensure issue resolution. Demonstrated expertise in John Galt Software, Track It, Trouble Ticket System, Microsoft Office, and SQL 2000.Uncovered and solicited additional sales opportunities by collaborating with the services and sales teams to discover and quote possible software upgrades. Improved staff and customer abilities and increased revenues by providing on-site and online (web-based) basic business forecasting and product use training for customers, employees, and partners. Managed John Galt’s partnership with a confidential Enterprise Resource Planning (ERP) System company to deliver a forecasting module for their ERP system by providing the main contact, holding weekly meetings with the customer, resolving partner issues, and providing onsite training.• Improved customer service for company dramatically by reducing the number of open support tickets through building a technical support department and following up consistently with each customer to keep open tickets at a minimum throughout tenure.• Increased demand for upgrades significantly by introducing the idea for the company’s customer service department to focus on this area.• Complimented for enhancing employee, partner, and customer knowledge through excellent and clear training programs.• Provided key assistance to transfer the Help Desk function from New Jersey to Chicago.• Promoted from Lead Support Technician to Help Desk Manager based on superior performance.

Mount Laurel, Nj

Promoted to a senior position to support a major system upgrade to a digital system from the previous manual system. Read, reviewed and responded to Requests for Proposals (RFPs), Requests for Quotes (RFQs), proposals, and other quote requests. Advised customers on the best technology available in the company to create the solutions they needed. Enabled company to upgrade the software by providing technical support.• Increased quote accuracy and generated substantial sales as the only company employee generating highly detailed and accurate quotes for all company dispatch consoles and 911 equipment based on superior product and technical knowledge while using Excel and Word.• Supported transfer of technical support functions to the IPC Command Systems’ main office following the sale of Orbacom Systems.

Mt. Laurel, Nj

As Technical Support Manager, supported Radio Console Systems customers via telephone and GoToMeeting by hiring, mentoring, training, guiding, and leading up to a 6-person technician team. Ensured quality by creating and enforcing procedures, writing ISO 9001 procedures, overseeing the repair process, and checking systems prior to shipment. Provided technical training for customers and employees on technology, procedures, product line, and customer service practice. Ensured effective customer support by scheduling personnel for help desk phone coverage, overseeing escalations, tracking service calls, and addressing technical issues technicians could not handle. Built strong partnership with dealers.As a Support Technician, provided effective technical solutions by working collaboratively with customers. Resolved customer issues and problems directly as the main technical contact.CUSTOMER SUPPORT• Provided superior support to major customers, including the New York World Trade Center, Maple Shade Police Center, Mount Laurel Police Department, Bureau of Indian Affairs, and Yellowstone National Park. Received praise for “a job well done.”• Enhanced ability to troubleshoot and resolve customer technical issues by creating and maintaining a radio dispatch control testing lab.• Drove effective customer service by holding weekly customer satisfaction meetings with senior management to collaborate and resolve issues.GENERAL LEADERSHIP• Lauded by management as the “Best Technical Support Manager” ever for the company.• Promoted to Technical Support Manager after superior performance as a Senior Support Technician and Support Technician.• Ensured proper staffing, gaining management support for additional employees by tracking customer issues and developing and generating detailed statistical reports, including a Detailed Monthly Help Desk Ticket Report through using Crystal Reports.

Barrington, Nj

• Gained respect and support of executive level leadership, including company co-owner for excellence. • Appeared on company catalog representing company based on superb customer help desk support, working with the education department at teacher trade shows, and collaborating with marketing to evaluate and test new products.

Aas, Applied Science- Electro Optics

High School Diploma