Technical Support Manager

Luciano Begnami

Northborough, MA ***** ● 508-***-****

*******@*****.*** ● linkedin.com/in/luciano-begnami-175a8545

Energetic, resourceful, and results-driven professional with exemplary qualifications and experience to lead, coach and support technical teams, project and program management. Specializing in technical support management functions in the field of Information Technology. Self-motivated and eager to contribute diverse talents and dedication toward collaborating with a growth-oriented organization to accomplish targeted business, customer, and technology goals and objectives. Apply well-developed interpersonal and communication skills to establish productive working relationships with customers, peers, and management.

PROFESSIONAL EXPERIENCE

Zerto, Boston MA 01/18 – Present

Technical Support Manager

Technical Support Manager of the L2 Support Engineering team reporting directly to the Global VP of Customer Success and empowered to drive action. This is a highly visible customer focused role to provide leadership to Technical Engineers, engage internal resources, and work with customers and channel partners. I have a solid technical background, exceptional customer service skills and a passion for success.

oManage and lead staff of Level Two Technical Support Engineers

oEnsure customer satisfaction through day-to-day management of the team

oStrive to make every account a reference customer

oInteract with Cross-Functional Teams (i.e. Engineering, QA, PM, IT, etc.) in the best interest of the customer and RSA

oInteract with Development and QA Management to ensure support/engineering escalations are successfully progressing (when applicable)

oAdvise senior management of potentially critical situations

oManage team resources and balance workload to ensure efficient flow of cases within support team

oEstablish OKR’s for personnel on the team

oConduct employee performance appraisals and provide compensation recommendations

oManage Escalations working as necessary with customers & colleagues (Escalation Management/Support Consultants/Product Team/Engineering/QA/Field, etc.) for cases handled within the team.

oHelp drive knowledge sharing within Support Organization through knowledge creation, brown bags, chalk talks, etc.

oAssist employees with career pathing, including training, mentoring

oBuild team cohesiveness and individual morale

oProvide periodic case reviews to ensure quality customer interaction and technical accuracy

oEnsure open communication among Support teams and Global Organization

oWork with other Managers to ensure knowledge is shared within RSA

oCo-ordinate development and execution of escalation plans

Zerto, Boston MA 12/16 – 01/18

Technical Support Engineer, L2

Engaged users of the Zerto Virtual Replication solution to build an understanding of use cases, user environments, and user understanding. Delivered information and root cause analysis to audience with different levels of technical proficiency.

Deployed lab environments, exploring features, reproducing problems, and communicating across organizations continually building a stronger expertise.

Performed log analysis

Created Bugs (Bugzilla) and collaborated with the Development Team daily.

Contributed to the continued success of the team through ownership of work, enabling follow the sun, actively sharing knowledge and coaching team members.

Capgemini NA, Marlborough MA 10/11 – 12/16

Infrastructure Analyst / VMware/Windows Administrator

Managed and maintained the Infrastructure Services business unit as an IT Consultant and VMware Administrator of a Multi-tenant cloud environment. The virtual environments consisted of multiple hosts and hundreds of guest servers. It provided infrastructure as a service to various clients looking for an infrastructure to host their business-critical applications.

Was responsible for creating and/ or deploying new VM production environments consisting of hosts and guest servers of various operating systems. This included both Windows and VMware tasks consisting of updates, DNS, Active Directory and various Windows applications.

Delivered Knowledge Transfer sessions with clients and partners and internal team members.

Led the Riverbed Optimization technology team. Was responsible for deploying and maintaining Riverbed Steelhead devices on several clients’ environments.

Strong leadership and communication skills and working experience with customers, end users and colleagues. Demonstrated ability to work in both individual and team environments.

Sentri Inc., Westborough, MA 06/08 – 10/11

Network Administrator

Provided tier 2 support in a NOC environment, Onsite field support for various clients.

Performed network administration in a mixed-vendor environment.

Identified, researched and resolved technical issues. Documented time and resolution attempts, updated status of tickets and entered all information into ticketing system.

Provided level I and level II support for internal systems. Included but not limited to workstation builds, server builds and network devices configuration. Additional requirements for support of Sentri internal users when necessary.

Kewill Solutions North America, Marlborough, MA 09/04 – 06/08

Technical Customer Support Engineer

Resolved complex product, carrier compliance, and hardware-related support issues. Triage technical issues, performing defined diagnostic functions. Built test environments for highly complex issues.

Used strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.

CUSA Technologies Inc., Mansfield, MA 02/02 – 09/04

Technical Support Representative

Solved intricate technical issues through resolution on client site and via telephone support.

Provided training to clients and peers as needed.

HIGHLIGHTS OF QUALIFICATIONS

Certifications:

VMWare Certified Professional 6

Data Center Virtualization

Microsoft Certified IT Professional (MCITP)

Server Administrator, Enterprise Administrator, Virtualization Administrator 2008 R2 and Enterprise Desktop Administrator 7

Microsoft Certified Technology Specialist (MCTS)

Exchange Server 2010 Configuration, Deployment Toolkit, Desktop Deployment and Office Communications Server 2007 Configuration

Microsoft Certified Solutions Associate (MCSA)

Windows Server 2008, Windows 7

Microsoft Certified Professional (MCP)

A+ Certified

Languages:

Fluent in Portuguese both spoken and written

EDUCATION

A.T., PC Network Operations and Support 2001

Gibbs College, Cranston, Rhode Island

Contact this candidate