Service Field Support Specialist

William E Windham

Southport, North Carolina, ****1

***********@*****.***, 937-***-****

SUMMARY

Field Service Support Engineer, dedicated and highly skilled storage service professional with 15+ years of experience on integrated IT system technologies. Outstanding problem solving skills using a wide array of diagnostic software and hardware to correct system issues. Exceptional customer relations skills and interpersonal relationship abilities. Systems include Enterprise class SAN/NAS storage, application servers, blade systems, network director/ edge switches, SMB class storage arrays, and tape backup systems. Experienced in Fiber and Ethernet backbone environments. PROFESSIONAL ACCOMPLISHMENTS

Assisted team in finding solution for ongoing storage issue outside of local service point, working with L2/L3 team for large offshore customer. In addition to resolving issue, transformed customer’s dissatisfaction into an outstanding survey. Resulting in acknowledgement by Customer, Lead at service point, and L2 representative.

Maintained outstanding customer relations as reflected by numerous customer surveys, gaining internal recognition 24 times in a 5 year period.

Serviced a single man service point with minimal supervision, managed large customer base within their SLAs, service windows, and customer expectations.

Met or exceeded all goals set forth by management. #1 in part goal, training completion goal, and operational metrics.

Continual upgrade training on current and new product lines, staying well ahead of peers completing all assigned product upgrade training.

Held Government clearances for work on sensitive equipment.

Certifications held: Comptia Security +, Server +, Inet+, N+, A+, FAA Commercial/Instrument rated Pilot, and FCC General Radiotelephone Operator License. TECHNICAL PROFICIENCIES

Storage: HPE/3PAR, HPE EVAs, P9500, HPE MSA, HP D2D, Compellent, Copan, Chaparral, Dot Hill, Data Domain

Networking: HP director/edge series switches, Brocade director/edge series switches, Aruba WLANs, McData, Cisco

Laptops: HP Elitebook, Probook, Zbook, Compac, Dell, Certified in Commercial low and medium series. Backup Libraries: Overland Data, HPE, STK, Tandberg Data, ADIC, Cygnet, Plasmon, Pioneer Software: MS Office 2003 thru 2014, Open Office, VMware, Adobe Acrobat Pro, McAfee, Symantec Backup Exec, ArcServe

Operating Systems: Microsoft WinServer 2008 - 2016, MS Win98 -Win10 William E Windham Page 2

PROFESSIONAL EXPERIENCE

2012 to Present Hewlett Packard Enterprise Fayetteville, NC. / Dayton OH.

Perform account management activities including install, sales support, problem management, and configuration management.

Maintain Server, Storage, and Networking equipment in SMB and Enterprise class, fast paced customer facing environments.

Supporting team assignments as well as supporting customers as a sole resource. 1988 - 2012 Anacomp Glodyne DecisionOne Indianapolis, IN / Cincinnati, OH. Senior Field Service Representative / Area Supervisor

Managed day-to-day operations and service functions in a 5-state region. Provided service, repair, and technical support for customer base of well over 500 customers partnered with approximately 100 different 3rd party VAR/OEMs.

Coordinated, scheduled, and performed installation of new or relocated equipment, per-event service, periodic service, technician training, and staffing vacation needs within our region.

Resolved all customer concerns with service, consumables, billing, and personnel.

Project Manager of multiple equipment/site installations.

Administrator for LAN performed configuration, backup, and imaging as needed.

Provided technical assistance, training, and supervision of local technician staff.

Billing administrator for all T&M and Out-of-Scope service calls in 5-state region.

Researched and compiled data on system operational characteristics for improving efficiency and operations.

EDUCATION

Miami-Dade Community College Miami, FL

Community College of the Air Force Denver, CO.

COURSE WORK

Computer Architecture Advanced Microprocessor System Operating System

Basic Electronics Digital Signal Processing Boolean logic

Signal and

Communication

Advanced Digital Design Generals

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