• Offer a wide variety of technology solutions (Microsoft Asset and License Management, software and maintenance renewals, hardware and software procurement, and end-to-end data center solutions) to new and existing customers • Develop strong customer relationships with corporate organizations of 100 to 2,000 PCs in size• Engage with the customer on a regular basis to develop new relationships and grow existing businessSpecial Projects• Mentor new Inside Account Executives by providing best practices and overall guidance in acquisition and business developmentSHI International Corporation is a privately owned, global IT procurement outsourcing company and leading business-to-business solution provider. SHI offers complete hardware, software and custom services solutions including hardware and software configuration, imaging, asset management, redeployment and end of life disposal. Since 1989, SHI has grown into a multi-billion dollar organization. We attribute this success to unparalleled customer support through dedicated account teams, constant development and understanding of emerging technologies, ongoing procurement and e-commerce needs, and strong vendor partnerships with the top manufacturers in the industry.MEDIA RESOURCESSHI website: http://www.shi.comSHI Cloud: http://www.shicloud.comSHI blog: http://blog.shi.comSHI on Twitter: http://www.twitter.com/shicloud

• Conducted root cause analysis on order entry, systemic, and CLEC partner issues to mitigate Digital Phone order fallout• Created and distributed “Hot Tip” and “Division Alert” emails to all sales channels using data from ongoing root cause analysis• Escalated system and CLEC partner issues on weekly conference calls based on root cause data• Served as KEY editor (online knowledge database) for the Texas market with focus on phone content• Drove high productivity of a team of twelve coordinators in resolving all order fallout and in processing Digital Phone issues via ACD• Provided monthly coaching sessions and counseling as needed for development of the team• Supervised ongoing telephone number reconciliation which reduced out-of-sync situations and resulted in savings of $201,000 annually from unnecessary billing by CLEC partner• Resolved corporate escalations pertaining to the Digital Phone product• Coordinated rate center launches, performed call-through testing, and supported switch migrations, conversions, and upgradesSpecial Projects• Reduced approximately 14,000 failed orders to fewer than 100 within one year’s time as member of corporate task force• Coordinated pre- and post-conversion efforts for CAPT (Cable Automated Provisioning Tool) which included communications, testing, resource management, and fallout plan for support staff• Developed content for the Date Calculator to assist sales channels with proper scheduling of phone orders; created corresponding process guide• Created sales checklist and advisories for “Simple Porting” and “Wireless TN Porting” launches as per FCC regulations• Coordinated market trial and launch of UltraSmart Phone in Central Texas which created an initial annual revenue stream of $72,000• Planned and supported voice component of the Central Texas billing system conversion from ICOMS to CSG and the migration from CLEC partnership to GIA

• Resolved escalations from other departments, primarily no dial tone issues and inbound/outbound calling failures• Handled general Digital Phone issues such as ported telephone number activations, completion of PROV activity on work orders in ICOMS, and follow up on the flow-through to OMSe for completion; resolved exceptions on daily OMSe worklist with focus on provisioning failures• Managed daily installation report ensuring the installation, cancellation or rescheduling of all Digital Phone orders; completed the Q code “Z” Digimax report for remote activation of port orders w/issue and same-day native installations by the Direct Sales group; completed Q code “S” report for phone-related truck rolls when necessarySpecial Projects• Supported TDM/SIP conversion• Completed Multi-Line Deployment testing

• Sold and processed orders for Dell computers, software, peripherals, and high-speed internet to customers on inbound calls• Provided customer service on existing accounts • Achieved a rolling average of 119% in Dell Home Sales division

• Supported all operations of the retail store: drove high productivity of a team of ten sales associates, administered training on point-of-sale (POS) computer system, company policies and procedures and selling techniques; conducted bookkeeping, ordered supplies, and managing inventory• Assisted associates in complex POS transactions and customer complaint resolution• Served as liaison between sales staff and upper management