Michael Javier Guerrero Gonzaga
Mexico City
Summary
Versatile Support Specialist skilled in handling data, technical issues, strong attention to detail, and support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering highly analytical mindset and strong project management skills across strategy, capacity planning and scheduling areas with 7 years of experience in the IT Industry.
Overview
7
7
years of professional experience
Work History
Pre Sales Shared Services Representative
Nutanix
11.2022 - Current
- Being the first member of the team, I'm in charge of developing and establishing the foundations of the area, creating processes, documentation, metrics, and continuous improvement initiatives
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Size and configure Hardware Solutions, based on customer business & technical requirements analysis.
- Understand and support opportunity and quote management via Salesforce
- Identify compelling events such as EOL, EOM, and EOS in product lines to drive HW upgrade proposals
- Coordinate the team members with internal areas to drive, test and execute long-term process improvements
- Present hardware and software Solutions to sales engineers, account managers, and partners involved
- Participate in the technical sales process by becoming a subject matter expert in hardware solutions
- Become a trusted advisor to our sales teams throughout the consultation process with customers
- Achievements: Due to the impact of Our Pre Sales-Shared Services model the team is being replicated in EMEA
Worldwide Sales Support Representative
Nutanix
07.2021 - 11.2022
- Operate as an escalation point for sales reps and other areas as a troubleshooter, for quotes, product information, and errors in the system.
- Data review and approval of medium-sized inbound agreements for accuracy verifying healthy discounts, business agreements, historical purchases, and others.
- High proficiency in the use of tools such as SFDC, Tableau, Trello, Power Bi , Excel.
- Performed data entry for sales figures, metrics and other customer data.
- Creation of quotes, schedules, and modifications reflecting product upgrades, maintenance, and add-ons, which may include discount structures and different products that could be licenses, services, or hardware configurations, including lead times.
- Identification of processes that can be improved, working closely with the technical area as a tester of system enhancements, creation of process documents, and deploying them to sales reps every quarter.
- Project coordinator in the Sales Support area in charge of updating and maintaining content on our internal website that will help internal and non-internal teams with general and advanced knowledge.
- Achievements: MVP quarterly award earned in recognition of hard work as the highest-performing member of my team, with an average of 40% above the team rate.
Analyst Sales Operation
Dell EMC Technologies
12.2017 - 07.2021
- Responsible for financial Dell accounts in Mexico, where I developed several successful projects replicated in other accounts.
- Enabled sales operations to run smoothly through effective management of department's workflows and processes.
- Gathered and assessed data to promote insight into customer buying habits.
- Generation and presentation of reports at different levels of the organization, including decision-making executives.
- Collaborated with sales executives to determine sales areas that could be improved.
- Achievements: Our team was recognized in 2020 at LATAM level, as world-class in terms of customer experience.
- I identified areas of improvement in the projects I supervise, which has allowed me to significantly reduce lead times from 3 weeks to 1 week, speed up the invoicing process by increasing on-time payment from 70 to 90 percent, increase communication levels, and improve the customer experience.
Education
Certification - Sizing Certified Associate
2022
Diploma - Subspeciality in International Business & Logistic
2019
Bachelor’s Degree - International Affairs
2017
Skills
- Staff Training
- Data Processing
- Excellent Communication
- Operational Efficiency
- Problem Resolution
- Business Development and Planning
- Project Analysis
- Calendar Management
- Operations Support
- Project Organization
- Proficiency on different tools such as TABLEAU, TRELLO, EXCEL, POWER BI, SFDC
Hobbies
- Hiking
- Cooking
- Travel
- Currently taking Photography courses
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Pre Sales Shared Services Representative - Nutanix
11.2022 - Current
Worldwide Sales Support Representative - Nutanix
07.2021 - 11.2022
Analyst Sales Operation - Dell EMC Technologies
12.2017 - 07.2021
Nutanix Learning Academy - Certification, Sizing Certified Associate
Universidad Nacional Autonoma De Mexico - Diploma, Subspeciality in International Business & Logistic
Universidad Nacional Autonoma De Mexico - Bachelor’s Degree, International Affairs
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