Product Manager Customer Support
Resume:
Brent Crawford
Product Manager/Architect
CCNP,CCDP,CCDA,CCNA
Frisco, TX 75033, United States
adrtv1@r.postjobfree.com
PURPOSE
A technically advanced hands-on Product Manager/Architect who promotes strong initiatives to deliver the very best overall technology solution to internal and external customers. Leveraging Cloud and SDWAN solutions for next generation of IT networks and Infrastructure as a Service.
Infrastructure, UCaas, Software and Service Technical Architect for design, implementation and operations of teams and technical systems.
SD-WAN Worldwide Architect experience with hybrid and cloud services.
Customer designs and integration of Hybrid Cloud, Amazon Cloud, Microsoft Azure Cloud, Google Cloud
Fortinet Architect experience with Firewalls, Routing and Switching
Mastery level experience managing technical architectural and operational teams and providing single point of contact for customers and stakeholders.
Hands-on design, development and management of highly complex innovative enterprise wide solutions and resources for internal and external customers.
Operate strategically and lead the definition of technical architecture/specifications for systems and infrastructure.
Articulate architectural vision, conceptualize and develop alternative approaches and validates against requirements and assumptions.
Understand complex integration and develop technical architecture, specifications and develop custom integration planning for internal and external customers
Works with clients and account teams to provide technical leadership and identify new opportunities
Pre/Post Sales, Executive planning & funding presentation skills.
Strategic Planning and Development for data centers and core infrastructure with Cisco DNA and Fortinet products.
Advanced Project Management a Proficient with agile delivery methods Kanban, Scrum with Hands-on Implementation and support of projects.
Strong Post-Implementation Production Support.
KEY ACCOUNTABILTIES
Collaborates with internal/external stakeholders to understand business goals and technical direction and translates to architectural, development and operational solutions.
Produces hands-on high level and low level designs that reflects accurately the customers' IS/ IT landscape
Leads and manages multi discipline engineering teams ensuring the right strategy is implemented.
Has technical design authority for account and ensures the proposition aligns with business and the client's expectation.
Provides thought leadership and technical direction by managing the design, development, installation, and operation of the technical solution.
Contributes at the highest expert level and is the ultimate hands-on escalation point and design authority for their area of responsibility.
Communicates effectively all financial impacts, risks and complexities of the commercial proposition.
Identifies and implements solutions that align with corporate offerings and governance.
Works with stakeholders to highlight business opportunities and risks.
Through consultation influences the future focus and development of the client environment at all levels.
Develops and implements hands-on best practices and knowledge sharing opportunities.
Works with team members and management to streamline processes to meet and exceed customer expectations while reducing costs and eliminating waste.
Leads Solution Technical Reviews to ensure architectural alignment and compliance to standards and the Client requirements.
Provides mentorship to other architects and engineers to develop skills to grow within the organization.
Consults on issues of systems integration, operational SLA’s, compatibility, scalability and multiple platforms.
Has design authority for the assigned account or project.
Full accountability for technical solutions within their area of responsibility and is the single point of reference for all technical decisions and escalations.
Has mastery level experience and breadth of business and technology knowledge and uses professional concepts to resolve highly complex issues.
Understands infrastructure requirements, design considerations for multi-tenant hosting, diverse platform integration, and secure delivery methods to meet client segmentation specifications.
Demonstrates and applies best practices for knowledge sharing and skill development of peers and team members.
SUMMARY
22 years hands-on technical experience as an Infrastructure Architect with advanced understanding of technologies with Cisco Data Networking, Cisco Telephony, Cisco Wireless, Clinical data systems and Information technology systems.
Master Solution Architect dedicated and responsible for the largest revenue and high profile customers for large scale managed service providers. .
Master technology solution planner for 1M or larger IT budgets regarding construction and integration efforts.
Twenty on years’ experience in scoping, designing, integrating and implementing infrastructure to host large, distributed, and mission critical business systems
Twenty two years hands-on experience with infrastructure, middleware, networking, security, data management, and application integration.
DOD/Federal Defense Contracting experience.
Hands-on experience with capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment.
Perform lead design role for multiple internal business units and hospital partners on an ongoing basis regarding budgeting, planning, implementation and communications for capital and operational development efforts regarding construction.
Support executive management and high profile customers with IT design, solutions and support for new construction and capacity planning efforts.
Awarded top region producer for overall technology sales and Gross Margin for FY’s 2009, 2010, 2011.
Connected Real Estate expert that plans for traditional building systems that exchange information to the owners IT environments with new construction.
Advanced data cabling and infrastructure equipment design, implementation and support for over thirty data centers.
Hierarchical Data designs (Core. Distribution, Access) for over 50,000 node networks providing high-availability and redundant Wide Area and data centers.
Master designed, implemented and supported over 280 Wide-Area and Local-Area locations both nationally and internationally.
Performed design and technology consulting for over 21 separate hospitals across the country.
Designed and implemented over thirty wireless solutions for fourteen separate major hospitals and unique customers.
Advanced proprietary network equipment, decommission and upgrade experience.
Designed and implemented the data infrastructure for more than thirty VOIP installs.
Designed and implemented complete asynchronous clinical devices performing critical patient care services to a single vendor and a single network protocol at Baylor University Medical Center. This involved coordinating internal and external resources, program management, budget tracking, meeting with department managers and project documentation.
Designed and implemented Core, Distribution and Access for current Baylor Data Centers. This involved coordinating resources, program management, budget tracking and project documentation
Designed the network standards for all network devices for large scale data networks. This includes IP addressing, Subnetting, NAT, Equipment standards, Configuration standards, Routing protocol standards, Security standards, SNMP, system logging, trouble reporting, Equipment Backups, Netflow, and Quality of Service. The standards provided the network with automated management tools for reporting and network monitoring capabilities throughout the customer enterprise.
Removed and converted over 500 contiguous networks onto a single common IP backbone.
EXPERIENCE
6/2019 Verizon Business Group
2/25/22 Technical Product Manager
Fortinet, Checkpoint, Palo Alto vendor management for Verizon.
Vendor contracts, code releases, licenses, pricing, product roadmaps, feature roadmaps, budgeting, compliance & legal requirements between Verizon and security vendors.
Responsible for 100M+ annual product sales.
SD-WAN Worldwide Product Management for security hybrid and cloud services.
Leading Infrastructure/cloud engineering teams with a focus on IaaS, PaaS, and SaaS solutions in public cloud environments
Customer designs and integration of Verizon Cloud, Hybrid Cloud, Customer on Premises.
Fortinet, Checkpoint Worldwide Product Management for hybrid and cloud services
Responsible for bringing new products to market and continuously improving existing products and service chains for Verizon Cloud services and uCPE platforms for Palo Alto, Checkpoint and Fortinet products.
Managed technical architectural and operational teams of highly complex innovative enterprise wide solutions and providing single point of contact for stakeholders and leadership.
Strategically and lead the definition of technical architecture/specifications for systems and infrastructure.
Articulate architectural vision, conceptualize and develop alternative approaches and validates against requirements and assumptions.
Understand complex integration and develop technical architecture, specifications and develop custom integration planning for internal and external customers
Works with clients and account teams to provide technical leadership to identify close new opportunities.
Pre/Post Sales Design multi-public cloud & hybrid Public-private environments hybrid cloud for customers.
Utilize your tactical, operational, and strategic knowledge to lead the company through a multi-year transformation to an optimized hybrid cloud environment.
Lead teams responsible for delivering, supporting, and optimizing our hybrid cloud environment, virtualization and IaaS deployments/migrations, along with cloud-native technology such as Openstack, Kubernetes and PaaS.
Aligning IT infrastructure with current and future business requirements and goals.
Evaluating risk, developing product recovery and backup processes for customers.
Assuring that product activities are within the limits of applicable laws, codes and regulations
Coodinate product testing, troubleshooting of products for and adjustments in information systems to operate effectively
Making sure that all relevant data is properly collected and stored in accordance with our data retention policies.
5/2019 MediaKind
10/2019 Architect Site Migrations Lead
Hands-on planning and execution of all infrastructure and conversions worldwide necessary for divestiture between Ericsson and MediaKind. Coodinating with the site engineering and IT directors with direction for Architecture, Engineering and Operations for MK WAN, LAN, AV, Server, Telecommunications, Plan, Design, Build and successfully transition MK Locations from the Ericsson corporate network to MediaKind corporate network.
Worldwide implementation of WAN, LAN and local operations of twenty-five worldwide offices
Design, migration and implementation of MK’s data with Azure, Google services with SD-WAN overlay for optimal performance workdwide
Design and hands on implementations worldwide with input from Executive leadership, IT managers, Engineers per location based on current and future business requirements
Coordinates with 3rd party vendors for professional services engagements and equipment to build/deploy infrastructure at each location to replace Ericsson 3rd party connectivity
Responsible for resources, budgeting, planning and execution of strategic site transition strategy from Ericsson to Mediakind worldwide
Develop and provide hands on execution of tactical cutover plans with cross dependencies to successfully transition sites to MK infrastructure
Coordination with business relationship partners and leverage resources with Ericsson 3rd party to plan and execute when necessary the transition worldwide sites to MK Corp infrastructure
8/2018 3/2019
SECURUS Technologies
Network Solutions Architect Lead
Carrolton,Texas
Network Operations/ Architect Development Team is responsible for providing internal and external customer support, advanced planning and support for all new and existing customers and internal environments. Utilized primarily Cisco and Fortinet networking products and services to architect, design, propose, refit and close both existing and new projects.
Hands-on development leadership of highly complex innovative enterprise wide solutions for internal and external customers.
Develop operational strategy and lead the definition of technical architecture/specifications for systems and infrastructure.
Provided architectural vision, conceptualize and develop alternative approaches and validates against requirements and assumptions.
Provided hands-on scoping, designing, integrating and implementing infrastructure to host large, distributed, and mission critical business systems.
Provided hands-on capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment.
Develop and put into implementation strategies for complex integration and develop technical architecture, requirements / specification and detailed design documentation.
Works with clients and account teams to provide technical leadership and identify infrastructure enhancements.
Executive planning & development of next generation products that would benefit the company long term.
Strategic Planning and Development for data centers and core infrastructure.
Hands-on Implementation and support of projects.
Designed and implemented Core, Distribution and Access for current SECURUS Technologies Fault Tolerant Centers. This involved coordinating resources and providing overall SME experience with the operations team with product standards developed by a separate Architecture team.
Designed the network standards for all network devices for data networks. This includes IP addressing, Subnetting, NAT, Equipment standards, Configuration standards, Routing protocol standards, Security standards, SNMP, system logging, trouble reporting, Equipment Backups, Netflow, and Quality of Service. The standards provided the network with automated management tools for reporting and network monitoring capabilities throughout the customer enterprise.
Provides mentorship to other engineers to develop standards and correct highly complex fault tolerance issues.
Consults on issues of systems integration, operational SLA’s, compatibility, scalability and multiple platforms.
Identified requirements, including technical details sufficient for product integration and customization within the SECURUS technologies network.
3/2012 7/2018
FUJITSU AMERICA (CISCO GOLD PARTNER)
Network Solutions Architect
Richardson,Texas
Solutions Architecture responsible for planning and execution of all infrastructure and conversions worldwide necessary for customers. Managing the site engineering and IT directors with direction for Architecture, Engineering and Operations for WAN, LAN, AV, Server, Telecommunications, datacenters. Oversaw teams to Plan, Design, Build and successfully perform Managed IT Services environments necessary for multi-tenant transition environments.
•Cloud as a Service, Infrastructure as a service, Ucaas, Software and Service for large scale Enterprise customers.
Hands on development and execution of technical solutions within their area of responsibility and is the single point of reference for all technical decisions and escalations.
• Provide hands-on support of all network technologies for customer accounts and internal projects to provide a single point of responsibility.
• Hands-On implementation of all customer internal networks across widely diverse business sectors.
• Hands-on configuration of routers, switches and related network equipment.
• Responsible for all Network design and operations within customers on-premises Data Centers and Fujitsu data centers across the globe.
• Met with customers to understand their current technical environment, key business issues/drivers, and future technology requirements.
• Provided hands-on scoping, designing, integrating and implementing infrastructure to host large, distributed, and mission critical business systems.
• Provided hands-on capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment.
• Worked closely with internal and external customers on the technical requirements to provide technical solutions that meet current business needs and a future vision of overall technology needs.
• Identified requirements, including technical details sufficient for product definition.
• Developed/managed strong relationships with strategic clients and partners.
• Assisted/worked with the sales team to develop the selling strategy within the target accounts – Created and delivered effective presentations and sales tools for the sales team.
• Architecture/designed/refit of very complex and advanced solutions using the latest industry technologies.
• New construction design and refit of voice and data infrastructures throughout all locations.
• Initiated pre/post planning activities, consulting services and products – Developed projects’ scopes (SOW, scope of work) and prepared proposals.
• Provided product updates and technical advice to clients – Explained technical capabilities and business benefits of solutions to the customer from engineering level to senior executives.
• Attended industry trade shows, exhibitions, seminars and training sessions to promote products and services.
• Performed competitive analysis for internal go to market products within the industry.
• Presented the company products to clients showcasing drivers and value that supported the business case for the total cost of ownership to the customer.
• Performed lead design role to design and implement critical voice/data/wireless infrastructures to large scale commercial customers and internal management.
• Meeting with customers to discover, create and fulfill technology requirements.
• Perform technical presentations to internal and external clients when necessary for custom solutions to meet business needs.
• Create and design AS-Built submittals for custom technology solutions
• Coordinating internal Fujitsu resources and subcontractors.
• Ensuring proper documentation and communications with the customers and management
• Ensuring projects are completed on time, within budget and meet or exceed customer expectations.
EXPERIENCE
2/2011 – 3/2012
DRS TECHNOLOGIES
Data Center Systems Administrator (Infrastructure Architecture & Administration)
Irving, Texas
Data Center Systems Administrator - Networking is responsible for providing advanced planning and support for the manufacturing and assembly of DRS products. Utilized primarily Cisco networking products and services to architect, design, propose, refit and close both existing and new projects.
• Full accountability for technical solutions within their area of responsibility and is the single point of reference for all technical decisions and escalations.
•Hands-On implementation of three OC-192 Sonet rings.
•Hands-on planning implementation of all VLSM IPv4, Ethernet VLAN’s, Internet CIDR subnetting for all locations.
•Hands-on configuration of all routers, switches and related network equipment.
•Responsible for all Network design and operations for three Data Centers and TI campus.
•Met with customers to understand their current technical environment, key business issues/drivers, and future technology requirements.
• Provided hands-on scoping, designing, integrating and implementing infrastructure to host large, distributed, and mission critical business systems.
• Provided hands-on capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment.
• Worked closely with internal and external customers on the technical requirements to provide technical solutions that meet current business needs and also a future vision of overall technology needs.
• Identified requirements, including technical details sufficient for product definition.
• Developed/managed strong relationships with strategic clients and partners.
• Assisted/worked with the sales team to develop the selling strategy within the target accounts – Created and delivered effective presentations and sales tools for the sales team.
• Architecture/designed/refit of very complex and advanced solutions using the latest industry technologies.
•. New construction design and refit of voice and data infrastructures throughout DRS locations.
• Initiated pre/post planning activities, consulting services and products – Developed projects’ scopes (SOW, scope of work) and prepared proposals.
• Provided product updates and technical advice to clients – Explained technical capabilities and business benefits of solutions to the customer from engineering level to senior executives.
• Attended industry trade shows, exhibitions, seminars and training sessions to promote products and services.
• Performed competitive analyses.
• Presented the company products to clients – Showcased drivers and value that supported the business case for the total cost of ownership to the customer.
• Performed lead design role to design and implement critical voice/data/wireless infrastructures to large scale commercial customers and internal DRS management.
• Meeting with customers to discover, create and fulfill technology requirements.
• Perform technical presentations to internal DRS manufacturing.
• Create and design AS-Built submittals for custom technology solutions
• Coordinating internal DRS resources and subcontractors.
• Ensuring proper documentation and communications with the customers and management
• Ensuring projects are completed on time, within budget and meet or exceed customer expectations.
EXPERIENCE
6/2008 – 4/2011
JOHNSON CONTROLS, (CISCO GOLD PARTNER)
Infrastructure Architect/Sales Engineer II
Irving, Texas
Sales Engineer-Responsible for providing advanced pre-sales support and implementation support for Technology Contracting for JCI customers. Cisco networking products and services by working with Sales Specialists and Account Executives to architect, design, propose, and close both existing and new opportunities.
• Full accountability for technical solutions within their area of responsibility and is the single point of reference for all technical decisions and escalations.
• Hands-on planning implementation of all VLSM IPv4, Ethernet VLAN’s, Internet CIDR subnetting for all locations.
• Hands-on configuration of all routers, switches and related network equipment.
• Worked within a regional based sales quota with corporate oversight.
• Met with channels/customers to understand their current technical environment, key business issues/drivers, and future technology requirements.
• Scoping, designing, integrating and implementing infrastructure to host large, distributed, and mission critical business systems
• Provided capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment for customers.
• Worked closely with customers on the technical requirements to provide technical solutions that meet current business needs and also a future vision of overall technology needs.
• Identified requirements, including technical details sufficient for product definition.
• Developed/managed strong relationships with strategic clients and partners.
• Assisted/worked with the sales team to develop the selling strategy within the target accounts – Created and delivered effective presentations and sales tools for the sales team.
• Architecture/designed some of the most complex solutions using the latest technologies.
• Work with regional sales managers to provide pre/post sales support – Worked with the sales team to design, propose, and close new deals/opportunities with customers.
• Initiated pre-sales activities, consulting services and products – Developed projects’ scopes (SOW, scope of work) and prepared proposals.
• Provided product updates and technical advice to clients – Explained technical capabilities and business benefits of solutions to the customer from engineering level to senior executives.
• Attended industry trade shows, exhibitions, seminars and training sessions to promote products and services.
• Performed competitive analyses.
• Presented the company products to clients – Showcased drivers and value that supported the business case for the total cost of ownership to the customer.
• Performed lead design role to design and implement critical voice/data/wireless infrastructures to large scale commercial customers.
• Meeting with customers to discover, create and fulfill technology requirements.
• Perform technical presentations to customer base Pre and Post sales.
• Create and design AS-Built submittals for custom technology solutions
• Coordinating internal JCI resources and subcontractors.
• Ensuring proper documentation and communications with the customers and management
• Ensuring projects are completed on time, within budget and meet or exceed customer expectations.
10/2000 - 5/2007
BAYLOR HEALTH CARE CORPORATE (CISCO PARTNER)
Network Infrastructure Engineer Lead
Dallas, Texas
Primary responsibility is to provide voice/data services to the primary care provider staff in the Baylor Health Care System enterprise. I worked with the network development and production staff to provide project management and operational support for the system.
Full accountability for technical solutions within their area of responsibility and is the single point of reference for all technical decisions and escalations
• New construction design of voice and data infrastructures throughout the BHCS corporate system.
• Meeting with customers to discover requirements for strategic planning for each location.
• Data Center Designs & implementation for large scale data infrastructures and coordinating internal and external resources.
• Provided capacity planning, sizing, fault tolerance, high availability, and load balancing in a distributed application environment for customers.
• Worked closely with customers on the technical requirements to provide technical solutions that meet current business needs and also a future vision of overall technology needs.
• Adhering to our change control policy
• Ensuring proper documentation and communications with the customers and management
• Ensuring projects are completed on time, within budget and they meet or exceed customer expectations.
Refit and retool all of the major medical centers with updated technology.
It is my responsibility to meet the challenges of today’s projects and see the “Big Picture” for the future needs and requirements for BHCS staff to provide quality heath care services. Examples of how I accomplished this are:
• Envisioned and designed the enforced network IP addressing standards for the health care system to improve performance and provide a higher quality of service.
• Converted 99% of all legacy protocols off the BHCS network guiding the concept of a single network protocol running for all applications and systems.
• Converting all contiguous networks into the Baylor Fiber Optic Network.
10/1996 – 2/2000
SOUTHWEST SECURITIES
Network Engineer
Dallas, Texas
Primary responsibility is to provide data services to remote branch and local corporate offices. I worked with the network development and production staff to provide project management and operational support for the company.
• Engineered and implemented hundreds of SEC compliant Local and Wide Area networks.
• Designed and installed networks for our branches, customers and correspondents that include Frame-Relay, ISDN, T-1's, and ADSL/SDSL.
• Designed, installed and maintained many of Cisco's products from Wide Area to Local Area networks for internal business and business partners with SWS Securities.
• Oversaw and maintained over 200 Win NT servers, 50 Novell Servers, 1000 internal users 5000 WAN users and Tandem Systems.
• Oversaw and maintained connectivity between thousands of internal users and customers connecting to SWS systems for daily stock exchange clearing of trades.
• Developed and installed customer branch bandwidth requirements for LAN and WAN systems unique to each location.
• Maintained redundant ISP connectivity to support Mail, DNS and Web Site hosting.
• Acted as lead consultant for the SWS Technologies entity providing solutions that would meet requirements unique to each customer. Consulted out to our clients to help develop, build, and troubleshoot their Telecommunication and LAN environments.
• Engineered and maintained a disaster recovery site for full redundancy of all LAN and WAN systems and circuits.
PROFESSIONAL TRAINING
1994
TEXAS STATE TECHNICAL COLLEGE
Waco, Texas
Computer Information Systems
1997
UNIVERSITY OF NORTH TEXAS
Frisco, Texas
Computer Information Systems
CISCO CERTIFICATIONS
Cisco Certified Network Assoicate (CCNA)
Certified Design Associate (CCDA)
Cisco Certified Network Professional (CCNP)
Cisco Certified Design Professional (CCDP)
CONTINUING EDUCATION
Cisco Internetworking and Troubleshooting
Advanced Cisco Router Configuration
Cisco BGP
Cisco LAN Switching
Cisco Catalyst 5500
Checkpoint Security Administration
Checkpoint Security Engineering
Cisco Design Specialist
Cisco Security Solutions for Systems Engineers
Cisco ACI/SDN
Cisco DNA
Fortinet
NETWORKING
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