2. Work experience in Hewlett Packard
2012 2013 2014 2015 2016
Feb ‘12 – Jan
‘13
Business
Support
Specialist
Jan ‘13- Oct ‘13
Business Support
Specialist - HP
Store
Oct ’13 – Dec ‘14
Support Specialist
Partner CPQ
eServices
Nov ‘15 - Present
Partner Support
Specialist
2
May ‘16– Present
Partner
Communications
Specialist
3. 1. Business Support Specialist
Asset Management & Support
• Support
• Provide internal users and external customers with best-in-class tool support
services.
Main activities:
• Resolve all tickets in SLA, following the internal processes and
procedures.
• Communicate to Level 2 (Asset Mgmt.) all observed system problems
(instability/ poor performance) and necessary improvements
(functionalities/ overall performance).
• Business processes in scope:
Direct business: eCommerce, catalog management, C&Q
• Asset Management
• Proper business management of the IT infrastructure needed for
the execution of the LTO business processes. Our aim is to ensure
a stable and high performance systems environment and deliver
seamless implementation of new functionalities.
Main activities:
• High level monitoring of the performance of the IT systems and
drive remediation and preventive actions on behalf of the
business.
• Work with IT on the implementation of new functionality (or
changes of the existing ones).
• Execute business data & user maintenance activities.
Catalog Mgmt.
PDIM
Corona
eComCat
eCommerce
ePrime/ CCA
B2B/ UGT
Elite
OIS
PMG
Pricing
Eclipse
PROS
ESRT
BOSS
DART
BDB
SPV
PRS/myPRS/ezPRS
Catalog Mgmt.
Provisioner
PDIM
Corona
eComCat
Pricing
PRS/ myPRS/ ezPRS
4. Performance Evaluation FY’13
• Simona is a critical part of the Asset
Mgmt. and Support team. She has a
great potential to further grow in her job
and in the team. Her communication
abilities and her passion for customers
alongside her technical abilities and
easiness to learn recommend her for
senior roles in the P&C area but also in
customer facing roles.
• On job related topics, Simona has
developed constantly and achieve a high
level of expertise. Also she is proactive
in sharing information with her team and
very willing to collaborate on different
initiative in the benefit of HP Partners.
• I have had the great opportunity to work
with Simona for almost 2 wonderful
years and I must admit, she is one of the
top performers, always customer
focused, dedicated and hardworking.
Her technical skills and the ease of
learning new tools and processes
amazes me and make her one of the
most valuable assets any IT Company
would love to benefit from.
• Simona invested significant efforts to
maintain a high quality service despite
the team being understaffed for most of
the year. She proved to be a critical part
of the team and delivered excellent
results on her work.
4
5. 2. Business Support Specialist - HP Store
Escalation manager & Support
• Support
• Provide internal users and external customers with best-in-class tool support
services.
Main activities:
• Resolve all tickets in SLA, following the internal processes and procedures.
• Communicate to Level 2 (Asset Mgmt.) all observed system problems
(instability/ poor performance) and necessary improvements (functionalities/
overall performance).
• train all users of operational teams on system updates and new capabilities
• Periodical participate in testing new client platforms (CMS) and offer proper
support for it.
Business processes in scope:
Provide application support for all eCommerce tools for Volume Direct
Operations
• Escalation manager
• supervise team activities and performance. Interface between IT and HP
stakeholders and Executive Management
Main activities:
• maintain all reports and present them to Management . responsible in
reporting all issues to HP Executive Management
• participate in regular meetings and conference calls with Management
• Run the periodic user access audit/ periodic data cleanups (ICC).
• responsible for testing new process and system new functionalities and
the impact they have on the system
• prioritize all requests raised by Management and involve and coordinate
responsible teams in solving the queries. responsible in attending daily
calls with IT and Business Management
PLC/Catalogue/Content
PMG
Provisioner
Prism
Pmaster
wsA
eComCat
CMS
Configuration
IPCS
PMG
eCG
Order
status/integration/reporting
ISCS
ICC
OSS
Fusion
OIS
WFS (Fin Claims)
Pricing
PRS
Eclipse
GPSY
6. Achievements
• Content manager for the HP website dedicated for
customers from EMEA.
• Quarterly internal users audit for specifics HP tools.
• Lead 2 projects for Email templates (meant to improve
the client access to business information via e-mail
notifications: order status, login access, stock availability,
new products release, content)
– Templates notification in HTML
– Re Brand the templates according to business request
• SAP project
– Modify all email templates for entire EMEA
• Periodical participate in testing new client platforms
(CMS) and offer proper support for it.
• Create documentation and trainings for new comers and
for Barcelona team. Telesales team training delivery
• Track all CRs and follow up with proper teams
6
7. Performance Evaluation FY’14
• Simona is a very committed
professional, talented for multi-tasking
while keeping an eye on business
priorities. She is amazing in terms of
working capacity and accuracy in timely
delivery of projects even in very
challenging environment. She is also a
great colleague and team member,
someone who people will really enjoy
working with.
• I had the pleasure to work with Simona
on HP Store. She is customer oriented
person, always available to help us with
a positive attitude. She learn fast.
Despite the difficult project steps we had,
Simona didn’t give up. She was a key
actor for the success of our project,. We
can count on her.
• I would like to thank you for our last
collaboration in HP STORE project for
HP.
It wasn’t easy to manage it, since
everything was (still is) new in this
environment, and I know that I am not
the easiest person to work with.
But in the end each of us reach the
target we aimed and the whole project
was delivered as a fully operational
model ready to be applied in any
countries @any level.
Thank you very much for your hard work
and dedication and really appreciate you
as a colleague and as a person as well.
• Simona constantly amazed me with her
will to help and original approach of
solving problems.
I had the pleasure of working with her for
2 years in HP Store she is a very fast
learner, with a positive attitude even
when having difficult cases. Her role as
Business Support Specialist suits her
very well as she was always providing
the best and the fastest solution and I
would highly recommend her for more
technical positions.
7
8. 3. Support Specialist Partner CPQ eServices
Support
Provide EMEA partners with best-in-class tool support services.
Main activities:
• Resolve all tickets in SLA, following the internal processes and
procedures.
• Escalation point for tool issues; gather technical issues and
work with IT & Engineering Team for a resolution. Define and
drive escalation management for issues resolution
• Key contact point for sales and support in EMEA (Europe,
Middle East and Africa) in delivering quotations of software and
hardware products and services;
• Help Partners to create configurations (desktops, notebooks
and workstations) and to solve the unbuildable CFGU files
• Coordinating the workload queue by assigning the queries to
the proper teams and following up on the resolutions
• Actively involved in the improvement activities by direct
collaboration with the process engineering teams
• Reporting tasks using SIEBEL-CRM, Sales Force;
• Offer support and create a valid configuration using WATSON /
SBW; ACE TOP Config deliver buildable configurations
Business processes in scope:
Channel business: CPQ (config, pricing, quote)
Config & Quote
OCC - EasyConfig
eConfigure
SCE
Watson
SBW
SmartQuote
BMI
SCM
Pricing
Eclipse
Nancy
SPV
pComm
myPIM
PRS/ myPRS
Corona
Siebel
TechDirect
SalesForce
OSS
HPSM
9. Achievements • I shared with my team the latest release SBW 19.4 (work on it with Wipro team),
shared documents from different teams that helps us in our daily job (workarounds,
news, documentation), schedule meetings to improve our knowledge on tools where
we have gaps.
Drive TCE improvement actions
• SBW Quoter - The description is missing from price books SOLVED - perform root
cause analysis on issues, provide facts and metrics. Identify solutions involving
different IT teams and processes management teams providing the necessary links
between them.
• SQ shows a different price than pComm In Progress ->SQ and PComm seem to be
doing it differently on bundles. While SQ does bundle uplifts at a bundle item level,
pComm does it at a bundle level. work closely with dev team and Melanie
• Help APJ team in different cases - ITG Watson -> TS6 (AP Fusion ITG), sharing
sessions with APJ partners, documentation for support team etc.
• Missing description from Price book files – SBW Solved with GPSy team and saved
13.254.689,48 Euros means 413 orders
• Find training materials for new tools and share with my team, participate / organize
meetings to improve our knowledge regarding new tools / new features
• Work closely with my colleagues from Germany in order to facilitate the tool
functionality (SPV - data flow from PMG to SPV, SBW - check content from Portal to
be up to date and follow up with dev, create process / discover the process for a know
issue which become a bug - work closely with dev and other people)
• Create knowledge documents for R10 for EMEA and APJ team
9
10. Performance Evaluation FY’15
• Simona proved during the year that she
has all of the HP Leader attributes in
certain degrees. Accountability and
innovation but also passion for
customers are her strong points. She
has a great will to win but manifest it
mostly as part of the team, helping the
team. She needs to stand up more for
herself because she definitely can have
a bigger impact on HP business than
most her peers.
• Simona is a mature person with
excellent learning abilities. She gain high
expertise in her job and complemented it
with a great partner focus. She is very
serious about her job and her role in the
organization and this is seen in the
feedback she received from peers and
partners.
• Thanks for your active partner
engagement on this rather critical
partner issue. Very good and much
appreciated from my end to see the
good feedback from the partner side on
this and on the way we provided
information and help to the partners.
Very well done and really happy to see
such response on this product
description problem we had in SBW for
the last 2 days. Thanks again for this
engagement.
• On soft skills, she will need to allocate
more attention depending on her career
development plans.
10
11. 4. Partner Support Specialist
• Provide EMEA partners with best-in-class tool support services.
Main activities:
• Country tool support: Provide support to Partner & HP on
behalf of the partner users by solving minimum 90% the cases
in the agreed SLA
• Process/tool improvement, documentation & training: Gather as
much knowledge as possible on the area you represent
• Ensure constant collaboration with Process Expert
• Create documentation on tool/process and regularly review
and update. Come with ideas of optimization
• Country CPQ+ non CPQ coverage: develop tool knowledge to
be able to support both CPQ and non CPQ tool support cases.
• Solve and prioritize escalations related to tool/process issues ,
answer team’s questions. Deliver trainings to newcomers
and guide the team.
• Contribute to building and maintaining customer/ partner
satisfaction
• Deliver high quality communications (content, language,
technical understanding).
• Ensure that no escalations (from customers/ partners or
internal users) are received due to lack of communication in
a reasonable time frame
• Maintain a professional attitude in dealing with internal and
Config & Quote
OCC
eConfigure
ACE Top Config
Integrated Quoting
BMI
SCM
Siebel
TechDirect
SalesForce
OSS
HPSM
Pricing
Eclipse
Nancy
SPV
pComm
myPIM
PRS/ myPRS
Corona
Portal
MDF
PeC
Fec
OSS
SPV
pComm
IQ
TC
GPL/GPC
Deal reg
Compensation
OPP
JBP
HP Co-Marketing Zone
• Business processes in scope:
Channel business: CPQ (config, pricing, quote) &
Tool advisor
12. Achievements
• I achieved my goal of building and maintaining a strong
relationship with my stakeholders -Country Goal. To do
so, I gathered all the procedures / processes/ contacts /
responsibilities from the Italy region, rewrote and edited
them, and assembled them in a PPT, which is now
available to all users from region.
• I sent monthly reports of the Clean up project to my
stakeholders, in order to improve my communication and
my relationship with them.
• I set meetings with AOMs, partners and IT in order to
facilitate the resolution of some critical / bugs cases.
• Received lots of Excellent surveys from partners and
from stakeholders - tried to improve my partner
satisfaction and i succeeded. Being always in SLA
means a lot for me and for my regions
• Monthly KPI for CEE and Italy
• Identify bugs and follow up with IT in order to get this
solved
• 85% of all my surveys are excellent and very good for
FY16
• My cases average is 1.20 business days for FY16
• Being part of - Best operational performance since the
team was built12
13. Performance Evaluation FY’16
• Simona had a good half of FY16 with
strong operational results for Partner
Tool Support activities: on average
TAT: 1.47 business days, 65% of
satisfaction survey results are positive (
3 Excellent, 5 Very Good, 3 Good).
• She developed strong relationship with
partner AOMs in CEE and Italy as will as
colleagues from other teams involved in
the support process..
• Moreover, Simona has shown
enthusiasm to get involved in Microsoft
Dynamics implementation and support
the deployment.
• Simona is a person I enjoy to work
with, she is hard working, reliable, fast
and serious. I also appreciate the fact
that she is energetic, open and
flexible, things which are crucial in a
changing environment.
• I would like to recognize for your
presence of mind on understanding
the queries which you had receiving
from partners and on the same way
it's made very easy to contact BU's/
resolve the issues at my end which I
am receiving cases/ tickets from you
thru TD.
Indeed you're always enthusiastic
person to learn the process very
quickly.
and I need this kind of persons in the
organization to do my job much
easier!!!
There is no other word is bigger/
larger than THANKS!!!
BUT THANKS A TON Dear :)
• I want to express BIG thank you for all
your support you do for our partners.
Your scale of support is very extensive
and you always do your best to have it
fixed in soonest possible timeframe, you
are able to prioritize if needed and what
especially I really appreciate is your
diligence, reliability and professionalism.
Once there is a case raised and
assigned to you, I can rely it will be
solved from E2E..you read carefully what
is needed and act exactly in the
alignment of requirement. You are not
afraid to contact back end teams for
clarification or any follow up.
You simply make a difference!
And thank you for that!
13
14. 5. Partner Communications Specialist
...because every business starts with communication
.
Main activities:
E2E COMMUNICATION CAMPAIGNS MANAGEMENT
• Publishing information about products, promotions and events,
handling HP’s Partner Portal content. We publish content on the
Partner Portal in order to increase availability and reach of the content.
• Designing and sending promotional and operational newsletters
and other B2B materials. We ensure that the communication is
compliant with HP Branding guidelines
CONTENT MANAGEMENT
• Working with Content Management Systems, graphic design
applications, MS SharePoint, Salesforce.com, SAP Business
Objects
• Complex reports compiling and analysis. We are communication
advisors and we are sharing the responsibility for the success rate
of the communication. We provide feedback by analyzing event
reports. The event report is published in the Communication
Planner after one week.
PROJECT & PROCESS MANAGEMENT
• Short-term and long-term projects lead, improvement process
planning
EVENT ORGANISATION AND DELIVERY
Tools
eComm
Planner
BOE
Siebel
BMI
SCM
Event tool
SharePoint Designer
HTML
Photoshop
• Business processes in scope:
Partner Communication eComms Services | Planning
| Consulting | Design | Delivery | Reporting
15. Achievements
• Establish a newsletter for entire ESE region because
partners are not well inform of current and new products
• I met and exceeded all my goals for the first half of the
year, in addition to taking on the unexpected role of
eComm Specialist.
• Involve in TPOE (preliminary)
• Part of the Contact Clean-up project – reporting side
• Monthly KPI –usage results, opening rate, click rate,
webinars
• Run location ID and share with my team in order to
improve our team reports
15
16. Performance Evaluation FY’16
• Simona is doing a good job as she has a
putting partner first mindset and she
has enthusiasm to take on
the challenges coming H2 of FY16
like: coordinating Partner Education for
ESE countries and developing a
calendar of Operational webinars,
master the eComm tools and processes
and focus on increasing opening rate
and click rate for the communications
being sent for ESE
• Thank you for taking care of the TPOE
(preliminary) results communication both
to our team and to the AOM community.
By assuring a continuous flow of
information we can make people aware
of the TPOE importance.
You accepted instantly to be my back-up,
you understood quickly what you need to
do and acted accordingly.
You did a great job! Congratulations
16
• Great progress in week1 of Partner
Communication Specialist role. Keeping
up with the high volume and pressure,
despite the lack of experience and
knowledge
