Engineer Quality Assurance
Resume:
Senior Systems Engineer - EMC
A.A.S. Computer Information Systems/Programming - Summa Cum Laude
B.S. Software Development - Summa Cum Laude
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Experience
October 2005 present
EMC/Documentum Pre-sales Systems Engineer
Providing consulting and technical pre-sales support to EMC partners and
customers for content management solutions. Working cross functionally with
internal and external organizations in order to anticipate and identify business
needs, and drive sales revenues. Delivering technical training and software
demonstrations to
EMC partners, EMC customers and EMC system engineers worldwide.
October
2004 October 2005
EMC/Documentum Technical Trainer/Course Developer
Provided technical support to team members, business managers and the field -
worldwide. Worked cross functionally with internal and external organizations to
anticipate and identify business needs in order to drive the development of
customized programs and training solutions. Evaluated external program and
training offerings for content applicability and effectiveness. Provided
value-added feedback and recommendations to program and training managers for
continuous improvement. Created training course materials used for delivery of
classroom and online training. Delivered classroom training worldwide
April 2004 October 2004
LEGATO/EMC Rockville, MD Product Specialist Engineer
Managed customer support engineers in the escalation and test process for software support
issues. Consulted with the Content Product Engineering team, System Engineers,
Professional Services, Quality Assurance, Education, Product Management and
Documentation departments to resolve customer and internal issues.
June 2003 April 2004
OTG/LEGATO Rockville, MD
Technical Team Lead Content Management Support
Assisted in the management of the technical support team to enhance growth and
positive change in the support department. Created a training rotation to
facilitate the constant educational needs of the support team. Performed case
review for the Content Management Customer Support Engineers to determine that
the most appropriate technical solution was being offered in a timely fashion.
Developed a queue watching system and callboard to enhance the team awareness of
the workload and expedite the resolution of customer support issues. As a
result, average resolution time for customer support cases was decreased from
one day to less than one hour. Managed escalated customer situations and
assisted the Customer Support Engineers in finding a resolution. Assisted
Product Support Engineers in the escalation and test process for support issues.
Consulted with the Content Product Engineering team, System Engineers,
Professional Services, Quality Assurance, Education, Product Management and
Documentation departments to resolve customer and internal issues. Studied for
and acquired the MCSE 2000, MCDBA SQL7, MCT and the MCP in Windows
2003.
August 2000 June 2003
OTG/LEGATO Rockville, MD
Technical Trainer/Course Developer/Network Engineer
Developed training course materials for ApplicationXtender
versions 4.3 through 4.6, WebXtender, 4.3 through 4.6, ColdXtender 4.3 through
4.5, DiskXtender 5.0 and 2000, ERMXtender and the first edition of EmailXtender
(for Windows 2000 Active Directory Services) Delivered training for the
XtenderSolutions Content, Storage and Messaging Products to internal audiences
as well as customers and partners in the US,Canada and Europe. Studied and
acquired the MCDBA 2000, the CDIA (Certified Document Imaging Architect) and
became a CDIA trainer. Managed and maintained the classroom network including
all hardware and software images.
Awards
EMC Top Systems Engineer Q3 2009
EMC Top Systems Engineer Q2 2010
EMC Top Systems Engineer Q3 2010
Certifications
MCSE- Microsoft Certified Systems
Engineer - Windows NT and 2000 Platforms
MCDBA -
Microsoft Certified Database Administrator - SQL 7 and SQL 2000
MCT - Microsoft
Certified Trainer
CDIA -
Certified Document Imaging Architect
Memberships
Alpha Beta Kappa National Honor Society
Golden Key Honor Society
Education
2007 - 2011
Kaplan University
Bachelor of Science Software Development
Summa Cum Laude
Kaplan Award of Excellence (perfect 4.0)
2005 - 2007
Kaplan University
Associates of Applied Science Computer Information Systems/Programming
Summa Cum Laude
Kaplan Award of Excellence (perfect 4.0)
1972 - 1976
Academy of the Holy Cross, Kensington, Md
1965 - 1972
St. Jude Catholic School, Rockville, Md
References
References furnished upon request.
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