Project Manager Customer Service

Summary of Qualifications

Dynamic IT professional with extensive experience in network server

administration, storage management, technical process design, product

development, and customer interaction and training, seeks position with a

company that requires a logical, process-oriented individual who

understands the relationship of a successful product and customer

satisfaction to the bottom line.

Strengths

Technical expertise-Hardware and software experience utilized to develop

customer solutions, including establishment of support labs to address

customer issues, on-site installation and configuring of various server

applications, network administration and technical troubleshooting for

problems experienced by PC users and capable project management.

Communication/customer Service-Strong interpersonal and oral/written

communications skills permit successful interactions with customers to

successfully manage capital resources. Skilled at conceiving and writing

product white papers, troubleshooting guides and trade show product

demonstrations. Patient teacher who is able to listen to the customer and

provide technical information in easy-to-understand language that is

customer-friendly. Ability to manage expectations of management and

customer so that the project wrap-up is as enthusiastic as it's launch.

Work Ethic-After more than a dozen years in technical consulting and

support, continue to demonstrate integrity, commitment to success,

adherence to win-win situations, flexibility and reliability in support of

an organization's mission; a philosophy that promotes the concept that a

job worth doing is a job worth doing well.

Experience

Experis Technology Group, Bethesda, Maryland Feb. 2008-Jan.

2010

During tenure at Experis Technology, held positions of increasing

responsibil

ity as

enumerate

d

below

Project Manager

As Project Manager, had responsibility for various customer projects

involving multiple vendors, ensuring that expectations of time and budget

were met. Successfully led effort to ensure that vendor installations

maintained schedules and delivered on commitments made to the customer.

Implementation Engineer

Utilizing troubleshooting and knowledge of various systems, provided the

on-site basic training to the customer on the various hardware and

software components of the solution. Also assisted customers with

analysis of their Disaster Recovery needs, defining the back-up

requirements and implementation of the processes to provide the path to

greater security.

Consultant

As a consultant, responsibilities were mainly focused on sales issues

such as: new business calls, pre-sales meetings to assure that the

correct solutions were being marketed to the customer. Involved in

developing these solutions with regard to customer's network, existing

hardware platforms and software applications, and their implications for

managing customer's expectations. Assisted in successfully establishing

the Experis Data Center, researched, chose, implemented and used the Data

Center's Help Desk software to track customer\user issues

OTG Software/Legato/EMC, Bethesda, Maryland Aug. 1998-Feb. 2008

For 10years, remained in the same organization as it was bought out and

renamed twice. First from OTG to Legato then from Legato to EMC. The

changes at the top did not noticeably modify the nature of the work.

Product Support Engineer OTG Software\Legato\EMC Feb. 2003-

Feb. 2008

. Mentored technical support engineers and assisted in enhancing their

product knowledge in order to improve their troubleshooting skills.

. Point person for handling customer issues in consultation with

engineering, assisted in the resolution of customer issues.

. Backup for the Support Manager, and as the sole DX\FSM SME (until January

2007) for Support, Corporate SEs, Pre-Sales SEs and Sales and Customers.

. On the Product Management Team, acted as the customer advocate of the

support organization.

. Took ownership of all customer issues that had the potential of becoming

either technically or politically critical to upper management, often

successfully averting negatively escalating situations.

System Engineer\SE Manager OTG\Legato Feb. 2000-

Feb.

2003

. Planned, implemented, setup and managed Support Lab that was used for

replication of customer issues. This included the setup of stand-alone

servers, Microsoft Cluster Servers, NAS devices and Fiber devices as well

as managing the Support domain of workstations, servers and storage

devices

. Installed the OTG\Legato Xtender Suite of products, with an emphasis on

the storage product that is both server and client based. This included

software to manage mass storage devices, document imaging, content

management and Web based Modules for Imaging.

. Installed and configured the following Server Applications: NT Server

4.0, MS SQL 7.0, and IIS 4.0, Windows 2000, and Windows XP, Windows

Server 2003

. Installed and configured servers and client workstations both at customer

sites and at OTG\Legato offices.

. Managed the OTG\Legato WebXtender Demo site that was used by OTG\Legato

partners to demonstrate how the DX\FSM product works. In conjunction the

partner, set-up the application and parameters for the demonstration to

the partner customer on the OTG\Legato Web Server.

Pre-Sale System Engineer OTG Software Aug. 1998-

Feb. 2000

. Interfaced with potential customers, partners, VARs, assisting in

troubleshooting, installation and configuration issues.

. Conducted pre-sales demonstrations Legato solutions to potential

customers at their site or at Legato\EMC offices.

. Attended trades shows for partners and end users.

. Went on-site to resolve customer issues to satisfy both the political and

technical challenges faced.

VA Medical Center, Baltimore, Maryland Aug. 1996-

July 1998

Computer Assistant

. Served as Network Administrator for the Medical Imaging Network - 3

Windows NT 4.0 Servers and Windows 95 Clients, including all servers,

workstations, and text and image gateways. Supported and maintained 2

Dec alpha 1000 NT 4.0 Servers, one Compaq quad Processor NT 4.0 server

and one DISK Optical Jukebox using OTG Disk Extender Management Software.

. Installed and maintained all Imaging Capture and Display Workstations

. Served as the liaison between the hospital's medical staff, software

developers and hardware support vendors, and the Customer Service

Representative for Information Resource Management (IRM) Department

. Installed and maintained computer (PC) software and hardware, assisted in

Office Automation (O/A) network administration (NT 4.0 Servers), Account

Operator and Print Operator Access for the O/A Network

. Troubleshot computer (PC) related problems as presented by users

Education

Bachelors of Arts in Communications/Minor in Psychology, Curry

College

Lawyers Assistant Program at the National Center for Paralegal

Training

Certified EMC Clarion Specialist

Microsoft Experience

Windows Clustering (all Versions)

Windows Server 2003

Windows 2000 Server

SQL Server 5.x, 2000

Exchange Server 5.0, 5.5, 2000

Workstations Operating Systems

Windows Vista, Windows XP, Windows NT Workstation,

Microsoft Office

HCL (Hardware Compatibility List)

Dec, HP, Dell Compaq, IBM,

Mass Storage Devices

DISC Optical Libraries, HP Optical Libraries, EMC Celerra, EMC

Clariion, Tape and Disk based Backup Solutions

Contact this candidate