Customer Service Engineer

Tracy Oliverius

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

Address: **** **** **

City: Ottawa

State: KS

Zip: 66067

Country: USA

Phone: 785-***-****

Skill Level: Experienced

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Tracy Oliverius

4787 Iowa Rd, Ottawa, KS 66067

Home: 785-***-**** ; Cell: 913-***-**** : *********@********.***

Summary

Self-motivated IT Professional with 20 years experience. Willing and able to learn new systems and adapt with changing corporate environments.

Work History

EMC Corporation

Jan 2009 - Jul 2012 Senior Account Service Representative

Jan 2008 - Jan 2009 Account Representative Customer Engineer

Apr 2005 - Jan 2008 District Service Manager

Aug 2003 - Apr 2005 Regional Software Support Associate

Apr 2003 - Aug 2003 Senior Customer Service Engineer

Nov 1999 - Mar 2003 Customer Service Engineer

DST Systems

May 1992 - Oct 1999 Multiple positions summarized in Work Detail

Work Detail

Jan 2009 - Jul 2012 Senior Account Service Representative EMC Corporation

Provided account management, maintenance/recovery support, and maintained Global Services internal system records for 300+ accounts. Acted as EMC Global Services Ambassador to the customers and as the customer`s representative within EMC. This included monitoring code levels and recommending upgrades, keeping the EMC database records up to date, working closely with customers to ensure satisfaction, scheduling upgrades through the change management system, escalating and tracking any issues that may arise. Monthly and quarterly meetings were scheduled for high profile customers to review customer environment, service requests, and any concerns customers may have had. Reports for these meetings were generated using CAR, InfoReader, Brio, and OBIEE.

Jan 2008 - Jan 2009 Account Representative Customer Engineer EMC Corporation

Similar to Sr. Customer Service Engineer listed below but with additional responsibilities. In this position there was a strong focus on customer satisfaction for large customers. Additional customer management and reporting were required to ensure a sound relationship.

Apr 2005 - Jan 2008 District Service Manager EMC Corporation

Managed team of up to 14 Customer Service Engineers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within the Kansas City district..

* Restored teamwork and morale to an overall disgruntled department

* Significantly reduced overtime by working smarter and as a team

* Increased communications with other functional groups

* Ran Sev-1 escalations and follow up for local and regional accounts

* Increased Unisys maintained equipment from 57% to more than 90%

* Worked with Unisys Management to ensure resources were properly trained

* Ensured correct Unisys resources were working on EMC equipment

* Successfully completed every MBO goal while in this position

Aug 2003 - Apr 2005 Regional Software Support Associate EMC Corporation

Provide basic (Level 1/Level 2) post-sales software support on a limited number of EMC Software products, at the customer sites, including pre-site inspection, initial installation, implementation, programming/diagnostics, debugging and performance maintenance. Work closely with EMC Sales, Professional Services, other Field Customer Service personnel, Technical Support and the customer to ensure a smooth transition from start-up to production mode. Engage the capabilities of Technical Support and more experienced co-workers when necessary to optimize the result for the customer. Conduct CCA reviews for both RSS and Infrastructure Services queues.

Nov 1999 - Aug 2003 Customer Service Engineer / Sr. Customer Engineer EMC Corporation

Configured, installed and established satisfactory operation of EMC equipment and software. Performed pro-active maintenance according to established procedures. Performed part replacements and upgrades as needed. Assured complete customer satisfaction at assigned accounts. Diagnosed limited system malfunctions to isolate problems to EMC, other OEM vendors or installation of new equipment including creating all implementation configuration files. Assisted other CE`s with configurations and general questions. Assumed management duties while District Manager was out of town/unavailable. Was designated `Lead Config Reviewer` for district 52113. Reviewed and approved/rejected CCAs including bin files and documentation. Ensured all activities for district were reviewed in a timely manner. Assigned CCA reviews to other 52113 reviewers. Assisted other reviewers with any questions related to reviews.

May 1992 - Oct 1999 Multiple positions in Operations and MVS/Hardware Support DST Systems

Spent first year in mainframe tape library before promotion to Mainframe Operations. Worked with internal and external customers to ensure timely completion of all production jobs. Also monitored hardware, and worked with vendors to complete any repairs. After promotions up through the department over the next four years, moved into MVS/Hardware Support. Was responsible for for all mainframe configuration work for 25 LPARs across 7 mainframes. Was the main contact for hardware vendors to schedule installs and upgrades, as well as for follow up after issues had occurred. Represented Hardware Support in Change Control and other meetings. Maintained relationship with multiple hardware vendors including EMC, IBM, Hitachi, Amdahl, and EMASS. Last position held was Lead Systems Configuration Specialist.

Education

EMC

EMC E-Proven Professional - EMCPA, Symmetrix ESP, Basic Unix, BOSH Configuration, Symmetrix Configuration, Basic Network Environmen, Celerra Install and Configuration, Celerra Network Integration, Multiple Clariion Install and Configuration Classes, Connectrix Maintenance, Symmetrix Advanced Configuration, Symmetrix SRDF, EDM, Maintenance, ESN Management Software, Presenting for Impact, Centera Installation and Maintenance, NAS Sandbox

Fort Hays State University, Hays, KS

Business Administration - 25 Credit hours - May 1989

Barton County Community College, Great Bend, KS

Associate of Arts - Computer Science - May 1989

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