Engineer Technical Support
Resume:
Gene Blankenship
Stone Mountain, GA 30087
678-***-**** - ****.***********.****@*****.***
Summary of Qualifications
Twenty plus years of technical and leadership experience at Hewlett Packard Support Services. Five years as owner and senior consultant and engineer at Tech @ Home Solutions. Excellent relationship building skills at all levels of an organization. The Trusted Adviser to my accounts. Lead for training and development of customers, coworkers and peers. Find and implement efficiency improvements. Data center and desktop support experience.
Skills Summary
* Account Delivery Management at Hewlett Packard. Lead the creation and delivery of account reviews and presentations to “advertise” programs and success to all internal and external customers covering Business Continuity, Disaster Recovery, High Availability, Custom Programs, and over all delivery.
* Program Management at Hewlett Packard of all custom support programs for internal and external customers. Globally managing and assuring consistent documentation and updates of all custom programs. Manage, train, mentor new program managers.
*Project Management of special projects and activities. Hewlett Packard and Tech @ Home Solutions
* Subject Matter Expert at Hewlett Packard and first point of contact for support personnel and customers with questions, concerns, and issues supporting Custom and Standard Support Programs.
* Technical Support Supervisor at Hewlett Packard for the Atlanta area and the Southeast. Supervision of district field engineers development training, vacations, and day to day workloads.
*Technical Support Engineer of the following: HPUX, Domain OS, Microsoft, servers, workstations, storage, networking, and peripherals, including High Availability Environments, Security, Networking, software and hardware installation, troubleshooting, and repair.
* Relationship builder bringing together internal and external customers crossing organizations, countries and cultures to influence others to come together for a common goal
* Mentor - Train Technical and Soft skills including the Creation, Development, and Delivery of training and training materials covering Operating Systems, Security, and Software Applications.
Certifications
Comp TIA A+ Certification Expiration 2019
Comp TIA Network+ Certification Expiration 2019
Comp TIA Security+ Certification Expiration 2019
Employment History
Tech @ Home Solutions 2012 – Present
Owner, Senior Consultant and Engineer
* Consulting, Security, Network Design, Installation, support, Remote Desktop, VPN, VM
* Educational Services – Providing education covering security, networking, applications and OS
* Computer Builds, Repair, Software and Hardware Support
Hewlett Packard 1986 – 2011
Account Delivery Manager (ADM) – 1998-2011
Major Account Support Manager (MASM) Support Sales – 1996-1998
Senior Customer Engineer - System Support Engineer – 1986-1996
* Manager Total Customer Experience, cost recovery, reporting, and process improvement
* Global First Point of Contact for customer and HP Delivery organizations regarding program, process, and financial escalations. Represent upper management in technical or financial escalations.
* Mentor for custom program creation and program management for Global Account Team
* Team Supervisor - distributed work load, determined training needs, performed reviews
Career Achievements
Developed Custom Support program for a Global Data Center consolidation that reduced cost for customer and HP of over $15M a year the first year.
Improved efficiency and customer satisfaction - Standardized and improved data center tools in collaboration with multiple cross-functional organizations including multiple R&D groups in HP.
Demonstrated Value - Transformed adversarial account reviews into collaborative meetings through improved reporting tools that demonstrated value and clearly identified deliverables provided by support. These reports became standard for all of HP’s top 50 accounts.
Cross Functional Team Builder - Sponsored and lead first joint support meeting across the 5 major data centers in the US. This lead to standardized and consolidated support contracts, an improved support model, delivery and costs.
Recognized by Bell South surveys as the most popular training courses ever offered by a 3rd party provider. Trained 100 Bell South engineers in supporting HPUX Workstations.
Education
Georgia State University B.A., Political Science, Speech Minor
Elkins Institute Diploma, Industrial Electronics
Dale Carnegie Diploma, Sales Advantage, Cold Calling
Gwinnett Technical College Cyber Security Program – Currently attending
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