1. S T AC Y S M I T H
OBJECTIVE
To obtain a position within Hewlett-Packard which can provide a challenging, fast-paced, and growing business
environment which will allow me to utilize my professional expertise in providing the best quality of customer service.
EXPERIENCE
12/2011 to current
Contact Center Analyst /Trainer
 Answer questions regarding support agreements and quotes, policy and process, support offerings, pricing,
zone, software updates, software update request tools (HP Support Center/Software Update and Licensing
Portal), Flexible Care Packs, support verification, warranty, tax, invoices, etc.
 Answer questions regarding functional use of eTools used by customers, channel partners, or Sales, i.e., CSIF,
eSAM, Partner Workbench, SPA and HPSIC.
 Act as a resource and answer questions regarding technical and functional use of the following e-Tools:
Support Account Manager (Partner Workbench and SPA), HP Care Pack Lookup Tool, and ELF (CSN-
Support Pack Ordering and registration tool).
 Submit customer requests for changes to their support agreements or quotes to the appropriate Expertise
Center using CSIF or Siebel as appropriate.
 Responsible for submitting written quote requests via CSIF and Sales department (BLAST/SALES LEAD).
 Verify support agreement entitlement, standard warranty and extended warranty information.
 Provide assistance to resellers in responding to detailed questions around specific channel programs, policy
and processes, support offerings, pricing, zone, support verification, warranty, tax, support agreements, etc.
 Act as the initial point of contact for equipment relocation requests or leads for customers and submit lead
requests to the relocation team.
 Fax or email documentation (agreements, quotes, invoices, etc.).
 Set the customer’s expectations (turn around time) for processing, policy and procedures.
 Provide ongoing training to team on current processes and procedures.
 Develop and maintain strong relationships with both external and internal customers.
3/2011 to 12/2011
Direct Renewal Amendment Specialist
 Re-price/renewals to ensure standard account business requirements are met.
 Perform in-depth analysis and gaining an understanding of the requirements necessary to accurately
complete renewal amendment requests.
 Provide end-to-end output and performance results for the Renewal Amendment EC
 Prioritize and balance workflow within the regional Renewal Amendment EC
 Understand process and customer requirements
 Resolve production team queries as necessary to complete a contract amendment request
 Provide quality output, including performing a final quality review and resolving any quality-related issues
 Manage communications with other expertise center analysts, as necessary
 Maintain sales or customer contact and relationship where necessary, including resolving queries and
obtaining any required information that is missing and query resolution
 Maintain policy expertise within the renewal amendment process
 Maintain control over assigned renewal amendment production activity

2. 2/2010 - 2/2011
Channels Renewal Specialist
 Reviewed renewals for accuracy of Warranty, discounts, Envid, Partners, dates and products.
 Adhered to strict deadlines to ensure the customer received their renewals on time
 Ensured Mission Critical was accurate by using the PSS tool
 Booked PO’s at month end making sure Order Acceptance was met
3/2006 - 1/2010 Hewlett Packard/ Spherion Corporation Roseville, CA
Support Agreement Specialist
 Managed and maintain (7) Corporate Executive accounts with portfolios billing over $1M - $3.5M in monthly
revenue.
 Projects include meeting and adhering to strict deadlines set by the customer’s contracts on a daily basis
under diverse circumstances and ever changing environment.
 Reviewed and updated customer’s service agreements, provided quotes on renewal contracts and warranty
contracts, reviewed and validated the financial dollars of the contracts, expert in customizing invoices/reports
and acted as the liaison between the customer and sales representative.
 Coordinated quarterly meetings and conference calls within the department to ensure consistent up-to-date
workflow process and open communication.
 Excellent verbal and written communications with key decision makers on a daily basis in regards to
identifying key issues and presenting solutions to satisfy the customer.
7/2005 - 3/2006 Hewlett Packard/ Spherion Corporation Roseville, CA
New Business Support Quotes
 Excellent verbal and written communications with key decisions made on a daily basis in regards to
identifying key issues and presenting solutions to satisfy the customer.
 Work with Sales and Partners to accurately identify customers quote environment.
 Ensure that quote is compliant for discounts and order relevance as well as adhering to SOX and SAB101
guidelines
 Work with HP proprietary systems to research products to ensure support availability. If issues identified
work to resolve product issues and raise awareness.
 Able to multi-task and strive to meet TAT metrics

3. 5/2000 - 7/2005 Hewlett Packard/ Spherion Corporation Roseville, CA
Support Agreement Specialist
 Managed and maintain (7) Corporate Executive accounts with portfolios billing over $1M - $3.5M in monthly
revenue.
 Projects include meeting and adhering to strict deadlines set by the customer’s contracts on a daily basis
under diverse circumstances and ever changing environment.
 Reviewed and updated customer’s service agreements, provided quotes on renewal contracts and warranty
contracts, reviewed and validated the financial dollars of the contracts, expert in customizing invoices/reports
and acted as the liaison between the customer and sales representative.
 Coordinated quarterly meetings and conference calls within the department to ensure consistent up-to-date
workflow process and open communication.
 Excellent verbal and written communications with key decision makers on a daily basis in regards to
identifying key issues and presenting solutions to satisfy the customer.
EDUCATION
Graduate of San Juan High School Citrus Heights, CA
CERTICATES
SAP
Siebel 7.5
COMPETENCIES
Windows 95, Excel, Word, SAP, Outlook, HP Internal tools, Siebel, and SCA.

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