Robin Watson

Highly skilled and experienced professional with extensive expertise in a variety of technology tools and applications, including Salesforce, Tableau, Clarify, Remedy, and the MS Office Suite. Proficient in SAP modules (CS, SD, HR, MM) and SAP Business Warehouse, with solid experience in content management, Linux, SQL, and networking management. Proven track record in sales operations, device auditing, SAP support, web portal administration, and networking operations.

Possesses strong analytical and problem-solving abilities, complemented by exceptional communication and customer service skills.

Sales Operations Analyst - WORKDAY - Atlanta, Ga

(2024-08)

• Collaborating with various departments to streamline workflows, support sales training initiatives, and enforce sales policies and procedures.
• Helping M&A team to gather and analyze sales data from the target company to provide insights into their performance, customer base, and market position.
• Assists in integrating the target company's sales data into the existing CRM and other systems, ensuring a smooth transition
• Working to align the sales processes and strategies of both companies, ensuring that the newly combined sales team operates effectively and efficiently
• Application: Salesforce

Sales Operations Business Enablement Expert - SAP America - Atlanta, Ga

(2023-09 - 2024-09)

S/4HANA

• Responsible for execution of the E2E quote-to-cash process for One Cloud and SAP RISE deals including PCE, PTO, HEC & EX.
• Process customer requests for selling One Cloud and RISE deals; complete the required paperwork (Harmony/CRM Opportunities, Quotations, Order Forms).
• Successfully managed end-to-end sales processes, including executing quote-to-cash workflows and post-sales activities, ensuring accurate deal closure and compliance with financial and legal requirements.
• Partner with Industry AEs, Premium Suppliers, Cloud Architects (CAAs), Commercial Finance, Legal, and centralized Deal Support (CDS) Teams to support the sales process and facilitate deal closure.
• Contract Validation: Closely cross-collaborate with the Industry AEs, Pricing, and Revenue Recognition teams in the local market units during the contract drafting and negotiation process. Verify customer, user, and pricing information provided by Account Executives and Pricing teams, work with Finance and revenue Recognition teams to prevent revenue deferrals, and ensure final business, and contract terms.
• Comply with operational procedures e.g., for sales, delivery, financial and legal requirements. Archiving and maintaining all files and records.
• Provide active quarter-end and year-end close deal support to the sales community to ensure timely and accurate completion of work deliverables in a dynamically driven environment.
• Applications: SAP

Senior Analyst for Sales Operations and Device Auditor - Dell SecureWorks - Atlanta, Ga

(2018-05 - 2023-06)

Worked closely with all project managers and renewal managers to help analyze and research the management of cyber security devices for SecureWorks clients. Provide a detailed device audit showing all contracts and live devices that are listed for a client and make sure they are mapped to the correct contracts. Processed cancellations of services for clients in the north and southeast region.

Participated in various projects and assisted with several security breaches with some SecureWorks high end customers. Identified errors and provided feedback to verify a SecureWorks deal meets the company’s quality requirement. Used salesforce daily to interact with other team members such as the CRM team, the billing team as well as the sales team.

Leveraged salesforce to research and collect data when performing cancels as well as verifying contractual information for future deals. Performed CPQ (Configure Price Quote) testing with the SecureWorks migration team. Suspended and reactivated client portals.

Created cancel quotes within Salesforce. Completed data entry and analysis using Salesforce and help reporting using Einstein Analytics Dashboards in lighting and completed change requests

• Applications: Salesforce, Remedy, Tableau.

SAP Support Professional - Ericsson - Atlanta, GA

(2007-05 - 2016)

Completed one full life cycle of implementing SAP, gaining valuable experience in configuration of SD-CS modules and integration testing. During implementation of SAP, oversaw a team of 8 individuals to ensure SLAs were met. Created and managed intercompany resources related billing that allows management of hours worked and maintained budgets for all projects.

Managed all support invoices and POs for Ericsson contractors and support events that were billed through ACH. Worked extensively with Ericsson’s 3rd party vendors to ensure company payments are made on time.

• Managing project budgets.
• Served as the single point of contact and primary liaison for Ericsson 3rd party vendors.
• Developed monthly contractor expenses and reports.
• Automated excel sheets through VBA to provide more accurate explanation of expenses in a shorter amount of time.
• Applications: SAP, ACH, Excel, VBA, Remedy.

Web Portal Administrator - Ericsson - Atlanta, GA

Assisted in creating and managing the Ericsson customer web portal for new and existing accounts created by end users. Worked closely with Ericsson’s Operation Development team to construct the web portals layout and achieve all created accounts new and old. Created new accounts for existing customers.

• Worked with Operations Development to support the web portal.

Networking Operations Center Engineer - N2 Broadband/Ericsson

Provided frontline support and customer service by talking calls and creating tickets via incoming calls or emails. Helped support back-office VOD systems for customers such as Comcast, Time Warner, and Charter Communications. These complex systems are Sun Solaris and Linux operating systems.

The knowledge base for these systems requires intense network troubleshooting skills, proprietary application support knowledge, and basic knowledge of writing SQL queries. I often load ssh keys to servers and manage streaming content as well as disk space. Performed research on customer reported problems.

• Placed authorized keys across multiple systems for ssh access security.
• Managed disk space for server logs and Oracle DB.
• Gained extensive experience in DHCP configuration, Solaris and Linux Administration, user and group account management, and DNS (master/slave, dynamic updates, multiple zones) management.
• OS: Linux, Sun Solaris. Applications: Remedy.

Master Technician - IBM - Atlanta, GA

(2004-03 - 2007-05)

Provided level 1 support to IBM end users for the Lenovo ThinkPad’s. Managed customer inquiries about shipments and updates. All while providing troubleshooting techniques and knowledge about IBM servers and software. Provided customer service to IBM customers and private vendors. Provided Diagnostic & Repair for Lenovo ThinkPad’s. Managed troubleshooting with hardware and software issues.

Bachelor of Science - Computer Information Science - Benedict College