lawrence kennon

Pre and post sales support. Technical resource for sales executives giving technical presentations and analysis to customers. Responsible for technical account management for assigned commercial customers. ● Analyzed requirements for customer voice response application. Designed system benchmark to demonstrate capabilities of Tandem computer system for this application. Conducted benchmark with customer leading to sale of hardware and software. ● Analyzed requirements and created plan for complex upgrade of legacy customer installation with high availability requirements. Developed contingencies for upgrade and delivered plan to customer. Assisted sales in getting sale for hardware and software. ● "Outstanding Student" award for Tandem System Analyst training.

Installed, configured, and supported wireless applications on Linux. Performed analysis for customers and made recommendations. Performed professional services. ● Installed and configured a large video and image optimization solution for a major partner of Flash Networks in the U.S. Led the effort to confirm testing and acceptance of the solution. This is now in production with a major wireless carrier in the U.S. ● Analyzed requirements for regional U.S. wireless carrier to upgrade their wireless gateway. Led effort to finalize the sale at the technical level. Installed, configured and tested the upgrade which is now in production.

Provided technical support for wireless and legacy applications. ● Senior analyst in team supporting large wireless gateway application at major U.S. telecommunications company. Researched, troubleshot, and resolved support issues. Identified workarounds and communicated with customers to set and meet their expectations. ● Lead analyst supporting complex SMS application at mid-level wireless carrier. Developed new campaigns and capabilities. Achieved high level of customer satisfaction. ● Lead analyst supporting voice response application at mid-level wireless carrier. Created and deployed new voice campaigns including coding of the campaign and maintaining database.

Supported Tandem products including client/server and web products, programming languages, and SQL database on Tandem NonStop computers. ● Achieved significant customer satisfaction supporting major products. Mentored junior analysts. Analyzed defects to code level and worked directly with development to resolve issues. ● Documented solutions to customer issues that were used by management as examples and guidelines that support analysts should strive for. Highest call volume taker with my work group while providing timely feedback to customers.

* Responsible for overall technical support for Enterprise level customers * ● Responsible for overseeing technical support and success for some of Bazaarvoice’s larger and more important Enterprise clients. * ● Worked with Client Success Directors and Technical Account Managers to insure the overall technical health and satisfaction of Bazaarvoice clients * ● Achieved high levels of customer satisfaction as measured by Bazaarvoice customer surveys.