Customer Service Management

Alison Gangle

**** * ******** *** 602-***-****

Phoenix, AZ 85032 ******.******@*****.***

QUALIFICATIONS SUMMARY

Highly motivated and accomplished IT Professional with more than 15 years of experience on high

performance, cross-functional teams for small, medium, and large corporations.

Extensive work experience with EMC SAN storage implementation, administration, and capacity

planning and forecasting.

Proven leadership skills by successfully mentoring new storage implementation and capacity

management team members.

Initiated projects that substantially improved business results, such as audits for increased accuracy.

Developed and maintained solid internal and external customer relationships using excellent

communication and customer service skills.

Demonstrated ability to identify and resolve gaps in processes.

Strong written and verbal communication skills.

Expertise with Windows and iSeries platforms.

Ability to work in a fast paced environment that requires multi-tasking and time management.

High energy individual who thrives on delivering superior results and increasing business success.

Managed small to medium sized projects from initial proposal to completion.

WORK EXPERIENCE

EMC Corporation, Scottsdale, AZ (American Express account) 2007-2013

Collective Technologies/MTI, Austin, TX (contracted to EMC) 2006-2007

Senior Business Analyst

Gathered and analyzed data for utilization, revenue, trending, forecasting, and over all capacity management.

Improved capacity reporting and forecasting accuracy.

Worked closely with the Asset Management, Architecture, Implementation, and Billing teams to ensure

storage capacity utilization accuracy, while guaranteeing adequate storage was always available and

preventing storage shortages or outages.

Incurred zero Storage Availability SLA penalties while managing capacity.

Presented detailed monthly capacity utilization and forecast reports to EMC leadership and the

American Express customer.

Met with several American Express internal customers monthly to review storage utilization and

proactively plan for additional storage based on continually changing and growing requirements.

Assisted with the development of detailed work plans and timelines to guarantee additional storage

space was ordered and installed per schedule, while preventing excess storage from sitting on the data

center floor unused.

Documented all role responsibilities and procedures, as well as the technical Capacity Planning portion

of the EMC/American Express Run Book.

Senior Storage Implementation Specialist

Responsible for performing daily storage provisioning and maintaining availability across several EMC

storage platforms – DMX, VMAX, Clariion, Celerra, Centera, VNX.

Documented role procedures and created tracking check lists for others to follow.

Trained and mentored junior Implementation team members in all aspects of the position.

Demonstrated knowledge of business continuance and disaster recovery plans for customer testing.

In depth use of SRDF while working on a legacy migration project, migrated several petabytes of data

from old storage equipment to newer EMC managed storage equipment.

Assigned to high visibility/high risk projects, storage audits, storage reclamations and cleanup due to

great attention to detail.

Commended multiple times for adherence to EMC and American Express’ policies and procedures.

(continued)

ALISON GANGLE

******.******@*****.*** page 2

Scottsdale Insurance Company, Scottsdale, AZ 2002-2006

Senior Systems Analyst

Member of a 4-person Unix/Linux/SAN team, primary responsibility for all SAN functions.

Monitored and maintained more than 200 Unix/Linux/Windows/Novell/ESX servers SAN connectivity

and utilization.

ECC and SYMCLI provisioned EMC SAN disk to clustered servers, provisioned BCV’s/TimeFinder Snaps.

Documented entire SAN environment for DR purposes.

Commended multiple times for successfully completing high profile projects in a timely manner.

Systems Analyst

Using Unix CLI, performed basic Unix admin tasks.

Monitored 30+ Solaris servers. Utilized ECC/SYMCLI to provision Windows/Novell/Unix/Linux servers by

creating meta volumes, mapping devices to appropriate FAs, perform zoning and masking, and SRDF

copies for all volumes.

Monitored EMC SAN environment for failures and worked in conjunction with EMC support to fix any

hardware or software problems.

Computer Operator

Monitored AS/400 (iSeries) on overnight shift.

Performed nightly cycle to close out daily business. Printed daily reports and daily claims checks for

processing. Monitored 20+ Windows servers for errors.

Documented all process and system properties.

Using Unix (Solaris) CLI, wrote and modified korn shell scripts to automate backups and processes.

MC Direct (now part of Protocol USA), Poway, CA 1998-2002

Systems Administrator

Used and modified scripts to automate data loading and formatting using Unix (Solaris) CLI.

Computer Operator

Performed backups and restores, loaded and formatted data for pre-programming using Unix (Solaris) CLI.

QA Analyst

Reviewed code written by other Personalization Specialists for errors and advised of necessary corrections.

Personalization Specialist

Coded files to pull personal data into form letters.

EDUCATION and TRAINING

University of Minnesota, Minneapolis, MN, 1995 – 1997

San Diego Mesa College, San Diego, CA, 1999 – 2002

ITIL Foundation V3; Completed courses in EMC Symmetrix Business Continuity TimeFinder Solutions; EMC

Symmetrix Business Continuity SRDF Solutions; EMC SAN Management; EMC Control Center Management;

RedHat RH300 - RHCE Prep; Solaris Shell Programming for System Administrators; and Solaris Intermediate

Systems Administrator.

Contact this candidate