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Customer Service Manager

Raleigh, NC
April 09, 2016

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Gregory Boyd

Raleigh, NC ***** 919-***-****

Systems Engineer

Systems Engineer with broad exposure to IT technologies and implementations and extensive experience providing reliable IT administration and support for innovative high-tech organizations. Out-of-the-box thinker with above-average communication and problem-solving skills, locating root sources of problems. Takes ownership of often complex technical issues and works well with internal or external parties, including vendors, customers, and partners. Strong technical aptitude and computer capabilities with advanced hardware and software troubleshooting skills, recognized for significantly improving operations and delivering quality customer service.

Systems Administration

Operating Systems Installations

Server Implementation


vSphere Installation

ESXi Installation

Technical Skills


Mac OSX, Windows Server 2003, 2008, Linux, Windows XP, Windows 7


EMC Networker, Tivoli Storage Manager, Symantec Enterprise Vault, EMC Data Protection Advisor, Microsoft: Office Suite, Exchange, SharePoint, and Active Directory

Databases: (configured for backups)

Microsoft SQL, My SQL, Oracle, DB2


Mitrends, DXP, SalesForce, Microsoft Visio, WebEx


EMC Data Domain, EMC Avamar, Tape Management, VMWare

Professional Experience

EMC, Raleigh, NC 2013 – 2016

Systems Engineer

Assisted Sales Team, developing and implementing specific account penetration strategies, produce account specific product, and service and sales plans.

Leveraged knowledge of competitive solutions, effectively addressing and dispelling customer objections to EMC solutions, and training account team.

Established relationships with account team, partners, and customers, supporting sales team objectives and engaging / leveraging corporate resources, abilities, budgets, and personnel as appropriate.

Completed required presales documentation quickly and accurately by talking with clients regarding solutions offered and benefits of each. Required customer to run backup sizing scripts, using data to size solution based on amount of data backed up. Followed up via email, ensuring sizing looked correct. Created Visio diagrams of environment and proposed environment, preparing quotes, presenting final proposals, and working with project manager and client on solutions agreed upon / purchased. Ensured installation was successful by holding weekly meetings and onsite visits.

Negotiated and closed deals with clients inquiring with competitors by presenting value, proof of concepts, and demonstration, qualifying sales opportunities regarding customer technical requirements, competition, decision-making process, and funding.

Presented and marketed design and value of proposed EMC solution and business case to customers, prospects, and EMC management through detailed product / technology / industry knowledge.

Architected and designed solutions using the following EMC Data Protection technologies EMC Avamar, EMC Elastic Cloud Storage, EMC Data Domain, EMC Networker, and EMC Data Protection Advisor.


Backup Engineer

Designed, implemented, and operated IT data backup, archiving and disaster recovery preservation solutions for Intel-based Microsoft and Linux server computing environments in support of North Carolina Judicial Branch comprised of 108 county remote servers and 400 Data Center servers.

Executed development of all required policies and procedures for clarifying, storing, restoring, and recovering electronically stored data within Judicial Branch and Judicial Data Center, which consists of virtualized IBM Blade Center / SAN Environment.

Provided backup and disaster recovery support for all remote servers located in 100 NC counties while monitoring backup and disaster recovery resources on an ongoing basis and providing forecasts for future backup related technology resource requirements.

Created, maintained, and exercised disaster recovery / business continuity plans, ensuring successful data recovery in the event of disaster situation.

Gregory Boyd Page Two


Implemented necessary changes and tuning actions in conjunction with Enterprise Change Management process, maintaining stable, efficient, and well-managed data backup environment that met AOC business requirements.

Migrated Judicial system from Tivoli Storage Manager to EMC Networker, successfully meeting project timeframe.

Provided ongoing data backup and data archival technology management practices and activities for Judicial Branch Microsoft and Linux servers using Tivoli Storage Manager (TSM) and EMC Networker, as well as other data and archival management such as Symantec Enterprise Vault.

Supported all IT requirements while providing highest possible level of success in preservation and restoration of all non-mainframe Judicial Branch data. Implemented and maintained critical operational support processes and procedures including data backup, data restoration, disaster recovery and other data resource management activities.

SBIT SOLUTIONS, Raleigh, NC 2006 – 2007

Owner / CEO

Started and operated Information Technology (IT) consulting, training, and support company that provided assistance for small to medium sized businesses and home users, offering small businesses similar IT support enjoyed by larger corporations.

Offered specialized services such as Network Integration and Support, Preventative Maintenance, IT Consulting, Help Desk Support, System Repairs, and Technology Assessments.

Ensured achievement of customer business objectives, driving and maintaining solid relationships with clients through world-class services.

INC RESEARCH, Raleigh, NC 2005 – 2006

System Administrator

Provided IT support for operations, ranging from delivering server support to configuring network tools and facilities.

Facilitated corporate-wide migration from Windows NT 4.0 to Windows Server 2003 Active Directory environment, migrating 500 mailboxes from Exchange 5.5 environment to Exchange 2003.

Supported and maintained Exchange 2003 running in a clustered active-passive environment while performing routine maintenance such as database defrags and integrity checks as needed and Active Directory administration, including group policy management, user account creation, and troubleshooting.

Ensured consistent backups of corporate systems by working on various projects, installing SMS 2003 and IBM Director for remote management of corporate servers and workstations, including Tivoli Storage Manager (TSM).

Serviced and supported PC systems, configuring and installing hardware, application software, and operating systems, as well as performing routine maintenance of PC systems and related software.

Supported and maintained IBM DS4300 SAN Array and Blade Center hardware, including, but not limited to, HS20 and HS40 blade servers, and IBM X-Series servers. Maintained corporate file server that ran in a clustered active-passive environment. Created file structures in accordance with company SOPs and monitoring / maintaining Blackberry Enterprise server (4.0), which included user account creation and troubleshooting, among others.

Worked cooperatively with different hardware and software vendors, installing new technologies as instructed by upper management and performing Tier 3 support for Help Desk operations.


IT Systems Specialist

Operated, maintained, and installed information systems, designing and constructing new software systems, and modifying and enhancing existing systems as needed.

Performed assignments in conjunction with operating and maintaining computer workstations and networks, including administration, support and security, and facilities support.

Provided direct and telephone computer support to local users, field personnel, and traveling employees, performing routine monitoring and daily backups and restoring files routinely, thereby ensuring data and backup integrity.

Coordinated equipment vendor services for office machines, including cellular phones and pagers, while establishing and maintaining user accounts for appropriate group and individual access levels to email, voicemail, LAN, and WAN.

Set up workstation hardware, configuring network and hardware, and implementing software.

Ensured data security and user compliance by closely monitoring network and user workstations while performing equipment and peripheral training for users. Worked on company-wide system upgrade project for Blue Cross Blue Shield at Winston-Salem location for 500 hundred users.

Gregory Boyd Page Three


Collaborated with team members and worked independently, completing an array of tasks, including computer hardware and software installs.

Executed project responsibilities, performing memory upgrades on PCs not being replaced, replacing old systems with new systems, migrating end user data to new system, reconnecting end-users to network printers, installing and configuring new monitors, imaging new PCs for distribution, and performing moves and adds as instructed by onsite management.


Technical & Customer Service Support

Provided 1st-level technical and customer service support to USPS postmasters, answering and logging incoming helpdesk calls into call-tracking database for IBM Automated Postal Center (APC). Researched and resolved customer questions and other such tasks and duties as assigned by Team Lead.

Monitored all customer support calls in call tracking system to include initial queue and new problem request into entry into call-tracking database.

Opened tickets and escalated problems to next level or other Help Desk when required, utilizing diagnostics tools for troubleshooting and assisting with ordering parts and technicians for USPS sites. Participated in rotation schedule for 24/7 support, utilizing product, technology, industry, and services skills, identifying problems related to product installation, update, configuration, operations, or performance.

Obtained and utilized sensitive government clearance.


Application Support Specialist

Provided network support and troubleshooting to clients and partners, participating in research and analysis of system application needs and problems for users.

Liaised with customers regarding request status, providing assistance, advice, problem-solving, and technical information concerning the use of software applications.

Prepared detailed documentation of support and troubleshooting to clients and system issues and records of steps taken for customer problem resolution in proprietary call-management / trouble ticket system.

Monitored internal call-queue system, addressing requests for assistance, taking ownership of often complex support issues, managing trouble tickets from acceptance through resolution or escalation, and quickly resolving technical issues.


Networking Technology Student

Acquired skills and hands-on experience in various Information Technology environments, learning state-of-the-art networking technologies.

Performed network configuration, maintenance, and troubleshooting of Wide and Local Area Networks, installing and troubleshooting computer hardware, network components, and software.

Collaborated with team members and worked independently, completing an array of projects, including design and development of LAN/WAN network for a radar test facility with team members.

Executed project responsibilities, developing and implementing routing and bridging protocols, addressing network layer and star topology. Established backup and security measures and managed budgets, cost analysis, and purchase of all network components, hardware, and software.


Associate of Applied Science (AAS), Networking Technology, Wake Technical Community College, Raleigh, NC


Microsoft MCITP Certification

EMC Technology Architect, Backup Recovery Solutions Specialist Version 6.0 (EMCTA) 01 / 2013


EMC Proven Professional Networker Specialist (EMCSA) 05 / 2013

EMC License: 97N44F75PM11YCP8

EMC Technology Architect, Backup Recovery Solutions Expert Version 6.0 (EMCTAe) 01 / 2015


EMC Backup Recovery Associate (EMCBA) 01 / 2013

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