Service Delivery Engagement Manager

HERBERT M. ARGUELLO

**** ****** ****** ** *********, MD 21701 650-***-**** (Cell) *******.********@*****.*** SR. ENGAGEMENT MANAGER – INFORMATION TECHNOLOGY

Accomplished professional with 25+ years demonstrated experience in Computer Technology. Proficient in Consultative, Strategic, and Solution Selling techniques. Consistent, results-oriented Top Performer with a solid understanding of Enterprise Computing Infrastructures, Applications, Cloud Computing and IT best practices. Comprehensive skill sets in Technical Account Management, Project Management, Pre / Post Sales Engineering, and Network / Systems Administration. Strong business acumen, well-developed communication skills, customer centric approach working effectively at all levels of an organization including C-level personnel. Adherence to the Information Technology Infrastructure Library (ITIL) “best practices” as the framework to improve on Service Delivery, maximize Total Cost of Ownership (TCO), while optimizing Return on Investment (ROI). AREAS OF EXPERTISE:

• Cloud Computing, Hybrid & Multi-Cloud Environments

• Architecting Solutions for Enterprise Infrastructures

• ILM, Business Continuity & Disaster Recovery

• Strategic Account Management

• Formal Project Management Principles

• Application Lifecycle Management / SLDC / Agile

• Channel and Technology Partner Management

• Consultative, Solution Selling Methodologies

• Application and Network Performance

• Develop / Deliver Presentations, Demos, POCs

SELECTED ACCOMPLISHMENTS:

• Successfully managed a team to deliver Secure HANA Cloud (SHC) to the General Fund Enterprise Business (2020-2022) System (GFEBS); the U.S. Army cloud-based financial, asset and accounting management system.

• Successfully managed Professional Services (PS) and directed 24 Engagement Projects across Fortune 1000 (2018-2020) Accounts at CloudBolt, ensuring Customer Success and retention.

• Directed and managed the relationship between Northrup Grumman (NGC) and RES in support of Department of (2016-2018) Homeland Security (DHS) Continuous Diagnostic and Mitigation (CDM) program, Phase 1 - Agencies: DOJ, DOL & DOC.

• Participated in delivering the first Private Cloud within Fannie Mae employing VMware and BMC toolsets (2014-2015)

• Participated in the successful Global IT Infrastructure Strategic Realignment project at the World Bank Group (2009-2010)

(WBG), who implemented an Active-Active architecture across their Primary and Business Continuity Data Centers.

• Provided Strategic International Technical Account Management for Dell Computers for Global Accounts such as (2003-2005) Siemens, Exxon Mobil, Avon, American Standard and Nestles while employing Bi-Lingual Skill-sets. Fluent in Spanish.

• Co-authored in an IBM Redbook entitled “Introduction to Application Performance Management”, while serving an internship at IBM’s International Technical Support Organization (ITSO), Research Triangle Park (RTP), North Carolina. (1998)

• Demonstrated Success for Enterprise Solution Selling (FORTUNE 1000) with a proven track record exceeding (1997-2001) quotas well over $60+ million dollars during a 4 year tenure at IBM. PROFESSIONAL EXPERIENCE

Sr. Engagement Manager

Contractor for SAP NS2 l DC, MD, VA 2020-2022

Primarily responsible for the GFEBS Account (U.S Army) and successful delivery of Secure HANA Cloud (SHC), understanding the contract and managing to in-scope requirements. Managing all applicable technical and functional aspects of the engagement. Ensuring alignment and support resolution of all account / engagement issues across multiple stakeholders: SAP/NS2, IBM, PEO EIS, GFEBS and AWS. Additionally, managed a Delivery Team from initial Builds to Business Go-Live(s), across multiple Landscapes (SBX, DEV, QA, STG, TRN, PRD, and DR) thru Sustainment coupled with SLA Reporting. Major duties included:

• Coordinate and Facilitate Customer On-boarding

• Manage Project Scope, Schedules and Delivery

• Document/Report on issue/status thru Project Lifecyle

• Incident, Change and Escalation Management

• ServiceNow Account Management

• Program Management / Customer Meetings

• Oversee OS/DB Patching, SAP Updates/Notes

• Ensure Disaster Recovery & High Availability

• Reporting to all relevant stakeholders

• Technical Monitoring / On-call Services

Manager, Professional Services

CloudBolt Software l DC, MD, VA 2018-2020

Managed a team of 5 Cloud Consultants in support of CloudBolt Software (CB), an Enterprise Cloud Management Platform (CMP), employing Automation, Self-Service IT, Service Lifecycle Management, Cost Control, Governance and extensibility. Led CB Consultants, Partners and Client teams to deliver CB products and services. Developed a Service Delivery Framework to optimize successful implementations across Hybrid Cloud and Multi-Cloud platforms. Worked with Product Management, Engineering, and cross-functional teams to enhance Product Development. Additional duties included: Service Delivery, Managing Team Performance, Resolution of Technical Support cases, SLAs, and Reporting. Technologies included VMware, AWS, Azure, Google as well as the integration of 3rd party applications such as: ServiceNow, Dockers, Kubernetes, Ansible, Chef, InfoBlox, NetScaler, & Solarwinds. Herbert M. Arguello 650-***-**** *******.********@*****.*** Sr. Technical Account Manager

Contractor for RES Software DC, MD, VA 2016-2017

Successfully managed the relationship between Northrup Grumman (NGC) and RES to support the Department of Homeland Security

(DHS) Continuous Diagnostic and Mitigation (CDM) program during Phase 1, Software Asset Management (SWAM) – DOJ, DOL, DOC Sr. IT Systems Analyst

Contractor for Fannie Mae Reston, VA 2014-2015

Develop cost estimates and implementation plans to deliver hosting services and solutions to Fannie Mae’s Enterprise customers. Core responsibilities consist of: meeting with application stakeholders to evaluate infrastructure specifications for business requirements, then analyze, design and validate solutions, while managing provisioning efforts to deliver compute resources across multiple groups. Enterprise Solutions Consultant

GTSI / UNICOM Herndon, VA 2012-2014

Primarily responsible for providing Pre-Sales Support for DOD, CIVILIAN & SLED verticals. Principal activities involved identifying business objectives, assessing technical requirements to propose solutions thru plan, design, and architecture of integrated IT product sets. Generated $11 million in Revenue. These products encompassed Data Center Modernization, Server & Storage Virtualization, Unified Communications, Mobility & Wireless, CyberSecurity, Data Analytics and Cloud Computing technologies. Principal Sales Consultant

Oracle America Annapolis Junction, MD 2010-2012

Responsible for selling and architecting Oracle HW/SW Solutions: Solaris/Linux Platforms, Database, Applications, Fusion Middleware, and SOA Technologies to Higher Education Marketplace. Focus was on promoting Exadata and Exalogic platforms, which are Database and Application / Middleware “Cloud in the Box” Technologies. Main deliverable was Excites – Business Justications. Sr. Consultant

Contractor for The World Bank Washington, DC 2009-2010 Provided Project Management expertise to the institution’s Global Information Technology (IT) infrastructure during Phase 3 – Data Migration and Load Shift Transition Plan, focusing on a Business Continuity (BC) Data Center build-out, with High Availability (HA) and Disaster Recovery (DR) architectures, employing Application Migration, Development and Production Operations, Service and Change Management, while engaging Technology teams, Senior Management, and multiple Stakeholders to ensure project deliverables. National Sr. Systems Engineer for Veterans Affairs NetApp Federal Mclean, VA 2007-2009

Primarily responsible for technically qualifying and closing sales opportunities for Veterans Affairs Nationwide, while supporting an Account Executive coupled with numerous Business and Strategic Alliance Partners. The product sets consist of Storage and Data Management solutions involving: NAS/SAN HW, Data Protection technologies, Virtualization, Virtual Tape Libraries (VTL), Backup & Recovery, De-duplication, High Availability (HA) & Disaster Recovery (DR). Generated $7.5 million in revenue during tenure. CERTIFICATIONS & TECHNICAL EXPERTISE

• Cisco Certified Design Associate (CCDA)

• VMware Technical Sales Professional (VTSP) 5

• Citrix Certified Sales Professional (CCSP)

• Microsoft Certified Systems Administrator (MCSA) Symantec SSE+ accreditations: Critical Systems Protection 5.2.9, NetBackup 7.5, Enterprise Vault 10.0 NetApp Certifications: Accredited Storage Architect Professional (NASAP), Certified Data Administrator (NCDA), Certified Solution Architect Backup & Recovery (NCSA-BR), Certified Solution Architect Business Continuity (NCSA-BC) Dell Certified Storage Professional (DCSP), Compellent Top Gun Architect, Equalogic Technical, Blade Server Solutions IBM Certifications: BladeCenter Specialist & Expert, Storage Networking Solutions V1 Specialist, Open Systems Storage Solutions V3 Specialist, X-Series Technical Specialist, eServer p5 and pSeries Enterprise Technical Support AIX 5L V5.3, Server p5 and pSeries Administration and Support for AIX 5L V5.3, e(logo) Server Systems Expert – pSeries Enterprise EDUCATION

University of California at Berkeley San Francisco State University, 88 units 1982 Graduate of Control Data Institute in Computer Technology and Micro-Processors • 1983 University of California Santa Cruz Extension, Professional Network Computing • 1987-1997

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