Gregory Hays * Julie Cir

ac8x2p@r.postjobfree.com Milford, MA 01757

Home: 508-***-****

Cell: 508-***-****

Profile: Results oriented technology professional with 30+ years of mission critical operational support for UNIX and Windows based systems. Excelling in customer focused support from a small business to fortune 500 enterprises.

Operating systems: AIX, Solaris, HP-UX, Windows, DOS, SQL.SQL datbase.

Software Apps: SeaChange Axiom and Adrenalin software, EMC Powerpath, Connectrix Manager, SQL, .

Switches: Cisco Switches, Connectric Manager, McData Switches.

Professional Experience:

2008 – 2019 SeaChange Inc. Acton, MA

Senior Technical Support Engineer

Provided technical expertise to support customers and field personnel regarding company applications, software and hardware, Analyze problems of non-functioning software and hardware to identify problems.

Served as the final escalation point prior to engaging ongoing engineering resources - Functioning as a Tier 3 support analyst- handling the most difficult of problems.

Worked on a cross-functional team on multiple complex projects that impacted business goals and objectives.

Key contributor on a core team of 15, responsible for contributions resulting in the operational excellence for a fortune 500 support organization.

Worked directly with customer management and SeaChange engineering to ensure all issues that had been escalated have been monitored to resolution and the customer updated.

Well versed in leveraging a variety of turnkey software applications and system command utilities to effectively troubleshoot the problem real-time capacity for mission critical organizations.

Excel at supporting and implementing corporate policies and procedures for call resolution customer handling and timely updates regarding status of open issues.

2000 – 2008 EMC2 Hopkinton, MA

Senior Technical Support Engineer

Provided technical expertise to support inquiries from customer and field personnel regarding company applications, software and hardware. Analyze problems of non-functioning software and hardware to identify problems and recommend corrective actions.

Key contributor on a core team of 20, responsible for contributions resulting in the operational excellence for a fortune 50 support organization

Served as mentor to new hires and escalation point prior to the engaging engineering resources - functioning as support analyst for the most difficult of problems.

Wrote technical classes for new hires as well as collaborated with technical writers on new manuals for EMC software products.

Traveled to Australia to setup the support center and train EMC personnel on the EMC product suites.

Excel at supporting and implementing corporate policies and procedures for call resolution, customer handling, and timely updates regarding status of open issues.

Communication skills and soft skills led to expedited call resolution - best solution, shortest time-to-resolve, and minimum amount of customer pain.

Multiple winner of Quality Assurance and Customer Satisfaction Awards.

1998 - 2000 NetCentric Corp Bedford, MA

Senior Technical Support Engineer

1995 - 1998 Kronos Chelmsford, MA

Senior Technical Support Engineer

1993 - 1995 System Soft Corp Natick, MA

Senior Technical Support Engineer

Education: 1980 – 1984 University of Lowell Bachelor of Science - Electrical Engineering Lowell, MA

References: Available upon request.

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