Peter King

Experience

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  PlanetPro at Cisco Systems

  Nov 2006 - Mar 2013

  Facilitate training for the Cisco Commerce Workspace application; tool used for configurations, deals and creating orders.• Lead trainer for the CCW application• Monitor agent response inquiries in the Business to Business (B2B) and CCW escalation mailbox• Second Point of Contact Mentor and Subject Matter Expert for questions and concerns regarding the CCW application• Part of a project team implementing a process documentation for the Cisco Commerce Workspace application from creating, configuration and ordering• Pull weekly backlog reports thru Business Objects to monitor Show less Technical Analyst in our Worldwide Partners are responsible for providing technical support for Cisco’s products and networking technologies to Cisco’s customers and partners worldwide. Selected Contributions: Subject Matter Expert providing knowledge of solutions, technology, and product offerings. Experienced and conversant with partners, technologies, product strengths/weaknesses, and informational opportunities. Proactively resolve moderately to highly complex technical problems with data accuracy tools and processes. Act as a focal point for large account network problem resolution. Provides sales and support to Channel Account Managers, Account Teams, and Sr. Leadership. Support is on a worldwide basis. Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident. Work closely with colleagues to achieve common goals Technical expert for enterprise and Service Provider content delivery solutions. Problem Solving of diverse scope where analysis requires evaluation of identifiable factors. Show less

  • Program Analyst

    Mar 2012 - Mar 2013

  • IT Analyst

    Nov 2006 - Mar 2012
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  HCLTech

  Apr 2013 - Aug 2014

  Salesforce System Analyst

  Provide Senior Frontline Support for Salesforce.com. I provide support for customers with issues within the CRM application through a case system. I assist in creating a knowledge base within Salesforce.com.• Analyze business requirements, procedures, and problems and then apply sound technological concepts and provide logical solutions to each (i.e. identify, recommend and resolve)• Interacted with various business team members to gather the requirements and documented the requirements.• Created user Roles and Profiles and sharing settings.• Designed and deployed Custom tabs, Validation rules, and Auto-Response Rules for automating business logic.• Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals• Developed a web-to-lead functionality to site which directs leads to Salesforce CRM.• Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.• Created new custom objects, assigned fields, custom tabs, components, custom reports.• Implemented pick lists, dependent pick lists, lookups, master detail relationships and formula fields to the custom objects.• Developed field & page layout customization for the standard objects like Account, contact, Leads.• Involved in Accounts Merging, maintaining Public Groups.• Imported accounts and contacts data through Import Wizard.• Worked on data migration from databases to SFDC using Data Loader• Build the organization's role hierarchy by adding the Roles as per the organization structure and created custom profiles to satisfy the organization's hierarchy• Customizing Company Profile, Security Controls and Communication• Templates of the organization as per the organization requirements Show less

• 

  Cisco

  Aug 2014 - Oct 2014

  Data Analyst

  Worked on a Security Renewal project for Cisco Ironport where I was responsible for hardware productsfor FY2015 Q3 and Q4. The goal was to create a data set of opportunities that will be uploaded within Salesforce for our internal account teams as well as quantify the total addressable market available for our sales leadership.Within the application Service(BO)Business Objects, I was responsible toextract the data and transformed it to excel. I was provided with a Security Hardware Renewal ProcessInstructions where I used to perform the clean up for a large data set.I also provided and made suggestion on how to improve the process in the future. The tools involved wasMS Office Excel 2010, Cisco 360 Discovery(Access Point) and Service(BO)Business Objects. Show less

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  IContact

  Jan 2015 - Oct 2015

  Deliverability Specialist

  Provide consulting services on email delivery and policy compliance to iContact customers.Analyze e-mail distribution reporting and determine in-depth methods of improving deliverability.Share Best Practices with clients to improve deliverability and conversion.Forensic research of all client lead acquisition processes and message content to locate and understand performance issues.Initiate Proactive Policy Enforcement and Compliance for large SMB and Enterprise senders.Consultation with Strategic Advisors to address deliverability concerns with large senders.Provide exceptional account-specific email deliverability support to build and maintain a positive relationship between the customer and the company. Show less

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  Avalara

  Oct 2015 - Aug 2017

  Product Support Specialist

  Understand and become conversant in a number of large software applicationsUnderstand, interpret, reproduce, and diagnose customer problems. Perform Root cause AnalysisTeach solutions to customers and document them in our Knowledge Base.Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system.Work with members of other departments/teams to resolve product issues –escalating issues as necessaryMeet individual case management, SLA, and C-Sat GoalsBe the voice of the customer within Avalara. Driving their issue to resolution regardless of what department owns the issue. Show less

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  SoftPro

  Aug 2017 - now

  Tier 2 Support Analyst

  Provide closing and/or title phone support for all operations using SoftPro Select and resolve outstanding issues.Assist all SoftPro Select operation with various tasks, including but not limited to, HUD/file balancing, reconciliation, and other related pieces of the Real Estate closing process.Document each call and its resolution thoroughly and accurately.Provide a high level of customer service to each customer you works with at all times.Additional duties as assigned. Softpro Select CRM Expert and SME for Reports. Show less