Engineer Customer

Seth Blackmore

** ***** ***** **.

Southbridge

Massachusetts

01550

Phone: 774-***-****

Email: ****.*********@****.***

OBJECTIVE: Seeking a position as a Strategic Account Manager; which will

utilize my educational background and prior technical and customer facing

experience, while providing opportunities for increased responsibility and

professional development.

EMPLOYMENT: EMC Corporation 2000-2010

Storage Operations Specialist

. Worked cross functionally with multiple organizations

within and external to EMC on assigned projects and

issues.

. Strategic planning of shipment, delivery and

installation of assigned projects. To include scheduling

of resources.

. Resolution of all on call severity one escalated issues

resulting in decreased outage times.

. Authored route cause analysis as needed for presentation

to customers and EMC senior management. Resulting in

heightened awareness of the need to fix current code and

hardware related issue's to prevent possible future

outages.

. Created and presented monthly account forecast, incident

and problem reports for assigned customers and EMC

management review. Resulting in faster issue resolution

both, from EMC and AT&T.

Centera Technical Support Engineer II

. Provided effective communication utilizing a variety of

mediums while working a variety of issues, particularly

severity 1 issue's.

. Assisted in problem recreation and failure analysis of

systems level issues to better understand the impact to

the customer.

. Effectively communicated procedural and technical issues

to internal and external customers in a high pressure,

fast paced customer critical environment. Resulting in

higher overall customer satisfaction.

. Applied technical expertise using standard operating and

diagnostic protocols to resolve standard to moderately

complex system level issues that are negatively

impacting product performance at EMC customer sites.

. Monitored and tracked all service calls, provided call

status updates at regular intervals and communicated

status to customers.

Seth Blackmore Page 2 774-230-

0803

Account Management Customer Engineer

. Developed technical strategies to deliver EMC solutions,

such as Legato Networker, EX/DX and VMWare in

conjunction with Clariion, Celerra and Centera, that

supported business objectives to new and existing

customers.

. Discussed with customers, best practices, design and

configuration of Oracle and Microsoft Exchange

environments.

. Reviewed performance monitoring data of customers

existing Oracle and Microsoft exchange environments and

suggested configuration changes to ease performance

issues.

. Provided technical expertise in support of all pre-sales

activities.

. Configured solutions utilizing EMC Clariion, Centera,

Celerra and professional services for customers and

future prospects.

. Configured and documented EMC software, hardware and

service solutions to meet the customer and sales

objectives.

. Conducted conference calls along with product

demonstrations and presentations to new and existing

customers.

. Planed installation of new EMC equipment, such as

Clariion CX3 series, Celerra and Centera, including the

creation of basic implementation configuration files for

DMX/Symmetrix arrays.

. Assured complete customer satisfaction at assigned

accounts.

. Created and maintained account notebooks for all

assigned accounts.

. Be aware of present and future opportunities to increase

overall EMC presence.

. Installed and established satisfactory operation of all

EMC hardware and software, to include Cisco, McData and

Brocade switches.

Product Support Engineer

. Responded to phone requests and product phone homes for

technical assistance.

. Performed trouble shooting of basic systems level

problems on DMX, Symmetrix and Connectrix with limited

assistance.

. Carried out replacement of all basic product factory

replaceable units within DMX, Symmextrix and Connectrix

to include Cisco, McData and Brocade switches.

. Assessed, escalated and worked through closure of

assigned service requests with PSE2, TS1 or engineering

as needed.

. Used knowledge base systems to determine appropriate

action to resolution.

Production Technician II

. Diagnosed and Rectified hardware errors at a component

level within Symmetrix and DMX storage arrays.

. Assured proper debug and escalation procedures are met

. Performed proper movement of failed material to proper

locations using Oracle.

. Debugged network issues.

. Performed Group Leader tasks as needed.

. Powered up & Loaded Diagnostics and Ship codes to

systems.

. Reconfigured systems to customer specifications.

1997-2009 Water Purification Specialist, Massachusetts National

Guard

. Supervised operation of the Reverse Osmosis Water

purification unit.

. Unit Chemical Water Purification Instructor.

. Non Commissioned Officers Leadership School.

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