Joseph Michael Palazola

6258 Garner Ct

Pleasanton, CA 94588

925-462-2557 Home / 925-698-2421 Cell / joepalazola@yahoo.com

 

Qualifications:

 

Self-starter, highly motivated with a sense of urgency and enthusiasm about my work

Worked remotely from direct management, out of my home, across country for 6 years, with exceptional reviews

Business Analyst with 18 years experience creating easy-to-use, easy-to-maintain applications for small and large business alike

 

Remedy™ Action Request and Call Center HelpDesk design and implementation

Oracle Financials, CRM & ERP functional design and implementation

Oracle Financials Custom reporting using Oracle ADI (Applications Desktop Integrator)

Working knowledge of design and implementation of CRM/SFA/ERP software, i.e. Oracle, Remedy, Siebel, Baan, SAP, PeopleSoft

Proponent of SDLC (Software Development Lifecycle – investigation, analysis, design, implementation and maintenance)

Thorough understanding of Sales processes, from thought to bill, including reporting at executive and sale rep levels

Thorough understanding of Customer Care lifecycle management, including Call Center Help Desk processes and procedures

Microsoft Office – Super User:

Access - Develop tracking databases

PowerPoint – Create Animated presentations

Outlook – Create and implement Collaboration tools

Project – Incorporate Multi-level Timelines, Gantt Charts

Excel - Pivot Tables/advanced analysis & forecasting

Word - Newsletters, Job Aids, Business Requirements Documents

FrontPage – Website design including html coding

Visio – Flowcharts, Swimlane charts, Office layout

 

Experience:

 

08/04 – Present

Newark, CA

 

Sun Microsystems, Inc., Business Analyst, Data Management Group

·    Business Summary Reports – Weekly reports providing trends and analysis of various business metrics including billed/booked revenue, units, margin, discounting by geographic region and product line

·    Partner Point-Of-Sale Reports – Weekly, Monthly and Quarterly reports generated by aggregating data from multiple data sources and reconciling for duplicate entries and changed orders.  Responsible for working with partners to resolve missing items.  Primary use of data is for in-territory rep compensation that fosters enhanced teaming and goal achievement.

·    Creation and maintenance of website to distribute results and visually depict trends and suggest plans of action

·    Ad-hoc results analysis for Global Alliance team for contract negotiation, cost reduction analysis, margin guarantee compliance, etc.

 

 

 

10/03 – 07/04

Jupiter, FL

 

Coral Sea Holdings, Inc., Director of Information Technology

·    Responsible for all aspects of IT for multi-million dollar Investment Company based in Jupiter, FL.

·    Created and Implemented Supplier and Order Tracking application for firm’s initial investment, Koster’s Prime Meats, a gourmet market, which had been using sticky notes and notepads.

·    Customer Orders (Holiday, Special, Wholesale, Export, Gift Box, etc.) are collected and aggregated for easy supplier ordering (over 1200 Customer Orders for Thanksgiving and Christmas).

·    Supplier Orders are generated and faxed automatically, eliminating paper and transposition errors; when orders arrive, they are checked and priced (with markup) with built-in reports.

·    Pivot tables provide analyses to the management to help them to negotiate volume discounts.

 

 

 

01/03 – 10/03

San Ramon, CA

 

Managed Storage International, Inc., Director of Billing, Financial and Sales Analysis

·    Responsible for all aspects of Financial and Sales Reporting and Analysis, including pre- and post-sales reporting, billing generation, invoicing, collections and financial reporting.

·    Designed and developed Billing System to produce monthly invoicing of DataVault customer base.  Obtain, Validate and load Contracts/Orders, aggregate monthly usage, price and generate Billing/Invoicing ($1M/mo), including results reporting, gap analysis and forecasting.

·    Perform monthly usage aggregation, pricing and generation of billing and invoices of Enterprise Customers ($400k/mo), Value-Added Resellers ($50k/mo), and Service Providers ($85k/mo) using QuickBooks, a Java application, and other custom-built tools.  This involves reviewing orders and validating against actual installation to ensure billing is accurate and timely.

·    Generate and distribute weekly and monthly operational reports depicting sales, installations, billing, and revenue collection and recognition.  Provide weekly gap analysis reports to track backup usage statistics and identify holes before they become revenue-effecting.

·    Teamed with Sales & Marketing in creation of Compensation Plan and Commission registers for internal Account Executives, Value-Added Resellers and external Agents.  Administer plan and provide commission calculations to Payroll.

·    Creation and Administration of various ad-hoc Microsoft Access tracking and Microsoft Outlook collaboration tools.  Also provide ad-hoc analysis as needed using database and pivot table tools to provide different views of the information.

 

 

 

08/00-01/03

Dublin, CA

 

sanrise, Inc., Director of Financial and Sales Reporting and Analysis

·    Responsible for all aspects of Sales Operations, Financial and Sales Reporting, Forecasting and Analysis, including Customer Relationship Management (CRM) system design and implementation.

·    Developed and documented business requirements detailing the business processes to automate for increased efficiency and value to customers.

·    Responsible for evaluation of CRM/Call Center, tools coordinating with Executive Management, Product Development, IT, Sales and Marketing and Finance, building consensus to ensure ‘buy-in’ from all organizations.

·    Invited 5 top CRM/SFA/Call Center integrators to present proposals (Siebel, Baan, Selectica, Remedy and Oracle) and wrote evaluations of pros/cons for executive management.

·    Provided the functional design, implementation and support of Remedy™ Customer Relationship Management application that helps provide a superior customer experience by collecting all the pertinent information about a customer in one place for easy access and display, used by the Call Center, Sales, Operations and executive leadership to track and manage the business.

·    Coordinated deployment of wireless pricing application on Palm Vx handheld with Omnisky modem, allowing partner salespeople to access quoting tools while at customer premises, accelerating the time to revenue.

·    Monthly invoicing of Cable & Wireless and Enterprise Customers using Oracle Financials.  Receive and Validate Contracts, Load into Oracle, Run Billing/Invoicing, complete A/R, A/P, including reporting and forecasting.

·    Built custom queries into Oracle applications with Oracle Applications Desktop Integrator (ADI).

·    Provided Monthly reporting from Oracle Fixed Assets to manage over 60,000 items in inventory and manufacturing.  Implemented tools to manage inventory levels and flow.

·    Teamed with Sales and Marketing to design, develop and implement weekly and monthly Sales Reporting Packages, automatically generated from the CRM application.

·    Teamed with Sales and Marketing to design, develop and implement Sales Compensation Plan and Commission Registers, automatically generated from CRM application.

·    Develop custom pricing proposals for Enterprise opportunities, manipulating a very complex Storage Area Network (SAN) Bill of Materials to provide the most cost effective solution to the customer, while not sacrificing quality, reliability and scalability.

·    Provide ad-hoc analysis of the business as necessary including trending, forecasting, sales and funnel analysis, etc.

 

 

 

10/98-08/00

San Diego, CA

 

AT&T Business Services, District Manager

·    Project Design leader for AT&T Front Office, a CRF/SFA tool developed for 11,000 Business Services sales and staff personnel.

·    Helped write business case that outlined objectives: 1) Facilitate attainment of top-line revenue drivers, 2) Increase selling focus by significantly reducing end-user administrative tasks, and 3) Develop a paperless environment to improve front-end accuracy.

·    Led evaluation of CRM/SFA tools from outside vendors and internal IT organization.

·    Led design team and coordinated development with outside vendor and internal AT&T resources, planned data gathering sessions with key Product House personnel to obtain business rules, worked with Compensation and Results reporting staffs to obtain and implement business rules, and performed role as liaison between field and development.

·    One of the largest SFA projects in the world, and the first time AT&T has implemented a full Sales Force Automation project across all Business Services, a $9B Business Unit.  Development partners included Baan, BackWeb Technologies, PenOp, Deloitte and Touche.

·    The scope encompasses presale to contract acceptance, with proposal generation from the tool and includes push technology to deliver customer news and lead information to the Account Executive Desktop. Links to legacy systems to get billing and order information and links to the compensation and results tracking systems were implemented to reduce salesperson and staff administrative time, virtually eliminate keystroke errors, and improve efficiency.

·    Delivered AT&T Attack Database, a web-based, visual mapping analysis vehicle with OLAP drill-down capability depicting existing and competitive customer usage patterns in a given geographic territory, providing an immediate lead generation tool to feed the sales funnel. Using MapInfo, it displayed information in geographic maps, with colors and icons indicating customer size, services and penetration for easy identification and sales plan execution.  Solution partners included Microsoft, Sagent, Eloquent and Hewlett-Packard.

·   Evaluated and mined data sources for Attack from internal legacy billing systems, and external sources such as InfoUSA, MapInfo, Harte Hanks, Ziff Davis, etc. to provide competitive and base customer analysis to 11,000 Business Services sales and support personnel.

 

 

 

7/95-10/98

San Diego, CA

 

AT&T Business Information Solutions, Systems Platform/App Dev Manager

·    Primary responsibilities include Sales Systems Platform – Intranet Web Funnel/Lotus Notes Funnel for 650 salespeople nationwide.  Duties also included all systems support for sales branch personnel including ids, systems training and job-aid creation.

·    Developed and documented business and system requirements, contracting with inside and/or outside developers for development, coordinating deployment and support, conducting training and creating job aids.

·    AT&T BIS Web Site development, maintenance and support including all HTML/Javascript development, image creation, and web-server posting.

·    Developed and implemented miscellaneous Ad-hoc MS Access Database development, i.e. Notes/Web Funnel Analysis, Human Assets and Learning, Organization Directory, Lead Tracking databases, etc. 

·    Developed and documented business requirements for the BIS OnLine Tracking system, a web-based intranet application used to track sales results of the AT&T Middle Market OnLine Sales Centers, a Call Center for consumers.

·    Responsible for providing weekly report updates of Telemarketing Center activity (located in Wayne, PA).  Included linking to a remote Oracle DBMS and designing Ad-hoc Access database reports and processes to make information available to field and staff for analysis.

 

 

 

12/88-07/95

San Diego, CA

 

AT&T Business Services – Middle Markets, Sales Branch Operations Manager

·    Responsible for Operation of Middle Markets Sales Branch, including Budget and Sales Results analysis, Systems hardware and software support, management of Administrative staff, and other branch-related activities including United Way, Make-a-Wish and March of Dimes Volunteer canvassing. 

·    Designed AMRDB - Account Management and Results Database, deployed throughout 28 Middle Markets Business Sales branches nationwide.  Utilized to analyze Sales Information System data input by Account Executives, providing Sales/Funnel, Account Profile, Contact Management, and Management reports, in a user-friendly format.

·    Designed Promotion Binder that was deployed throughout the 6 Western Region branches as a central information source to go to for promotional details.

·    Designed Revenue Trending analysis to predict and illustrate trends.  Accuracy was within 4-5% at branch level.  Allowed input of funnel data to run what if scenarios.

·    As Account Executive, responsible for managing a module of industry specific business accounts and accountable for protecting the revenue base and generating new revenues by planning and developing new client applications.

 

 

 

5/85-12/88

North Andover, MA

 

AT&T Bell Laboratories, Physical Design/Hybrid Integrated Circuit Engineer

·    Responsible for product planning, engineering, implementation of the Physical Design and manufacturing introduction of #5ESS Switch circuit packs, and other miscellaneous equipment, including the GPIU, General Purpose Interface Unit

·    Defined and documented the D5 Hardware Product Realization Process that illustrated the design, testing and manufacturing process for printed wiring board circuit packs.

·    In addition to D4 and D5 Channel Banks (T1.5 multiplexers), also responsible for layout and design of hybrid integrated circuits, and coordination of assembly and testing of prototype models.  These Integrated Circuits, such as the Echo Canceller, plugged into circuit packs.  Retained design responsibility throughout the manufacturing life of circuit. 

·   Performed role as liaison between design community and manufacturing.

 

 

 

05/82-05/85

Boston, MA

 

Scudder, Stevens & Clark, Records Administrator

·    Responsible for administering institutional accounts in records department. 

·    Provided weekly/monthly reports for traders, bond administrators and management

 

Education:

 

1987                                       Wentworth Institute of Technology/Northeastern University, Boston, MA

                                                                Mechanical Engineering

 

1982                                       Bentley College, Waltham, MA

                                                Accounting