William (Bill) Blumenthal Email and Phone Number

• Managed assigned accounts to ensure customer retention and continuing maintenance revenue worth over $2 million/year for SaaS products• Conducted, coordinated, and led internal and customer-facing meetings• Collaborated with leads of multiple departments to boost customer satisfaction ratings

• Primary point of contact, managed and maintained all support activities for PROACTIS P2P/S2C United States Customers for all technical issues and integrations• Managed on site and hosted (SaaS) account upgrades and patching• Maintained 99% customer SLA requirements• Implemented and maintained test systems• Created and tested SQL queries

• Managed support team of 5+ support reps.• Supported customer base for all technical issues.• Reproduced issues and managed cases to resolution.• Led team meetings for support case review.• Created knowledge base and best practice documents.

• Managed and supported SAP BW report installation• Created reports using SAP BO WEBI reporting tools• Designed group reports for sales, finance and marketing teams

• Worked on SAP HANA Rapid Deployment Solutions (RDS) as a Test Engineer and Developer building and testing applications for rapid deployment solutions. • Created test plans for both data validation and functional testing of applications based on development and data validation specifications. • Tested applications for function and defects and logged issues in JIRA tracking system. • Collaborated with development team to resolve bugs and improve application for customer use. • Developed applications based on technical specifications using BEX Query designer, SAP BI 4.0 tools such as Dashboards 4.0 and Web Intelligence to create technical dashboards and reports.

• Supported global customer base for multiple applications. • Performed new software testing and product migration. • Responsible for all escalated issues. • Managed team of first level support engineers. • Developed and reviewed all technical support team material, including responses to customers and training material from support. • Reviewed requirements for testing and usability, consulted development staff with regards to system functionality.

• Supported J2EE based application • Reviewed test cases and reproduced customer issues • Created test cases and tested applications • Performed QA work on new releases including testing applications. • Performed Functional, GUI, Regression, System Integration, User Acceptance, • Configuration and content testing for J2EE server-based software applications • Consulted with product marketing to determine new application features.• Worked closely with development teams to ensure timely fixes to product issues.

• Supported an ASP based HR software application via phone and web-based chat. • Managed support issues to ensure timely resolution. • Edited and re-authored FAQs for all customers. • Reviewed, edited, and reworked all internet-based customer support pages. • Acted as intermediary between customers and engineering to help facilitate customer needs.

• Supported a multi-tiered software product based on Java and XML, that is installed on J2EE servers such as IBM WebSphere and BEA WebLogic, managed support issues ensuring timely resolution. • Led critical account crisis management which included assembling and coordinating a cross- departmental team including engineering, QA, and Professional Services to resolve severity 1 issues. • Maintained the software distribution system which included various online delivery methods including HTTP and FTP as well as an in-house CD production system. • Created test scenarios and performed quality assurance testing.