Support Specialist Customer

Gary W. Diggs 914-***-****

**********@*****.***

https://www.linkedin.com/in/garydiggs

SUMMARY

Currently interested in a long-term opportunity in any area of Information Technology.

Works outstandingly with customers and Pre/Post Sales Account Teams.

Display expert leadership, communication and staff development skills.

Consistently recognized for outstanding team leadership and team service delivery and performance.

Unique and creative perspective on project and problem resolution.

Received numerous awards which include recognition for leadership, planning, and technical ability.

Very outgoing and confident individual that enjoys new challenges and adventure.

KEY SKILLS

Pre and Post Sales Solutions Engineer

Enterprise Storage Architect

Enterprise Implementation Technical Lead

Program, Engagement and Project Management

Project planning utilizing Microsoft Project, Excel, Visio and PowerPoint

IBM Storwize Family Technical - Certified

Dell / EMC Midrange Storage and Data Protection - Certified

Pure Storage Sales and Technical - Certified

NetApp Storage Product Trained - Certification in progress

HPE Storage Product Trained - Certification in progress

SAN (Brocade and CISCO) planning, architecture, installation and configuration

CISCO Unified Computing System: Design and Implementation

SBCA (Satellite Broadcasting & Communications Association) - Certified

PROFESSIONAL EXPERIENCE

Optima Communications, Inc., Irvington, NY 2022 - 2022

Project Manager

Project Management:

Setting project goals and coming up with plans to meet those goals

Maintaining project timeframes, budgeting estimates and status reports

Managing resources for projects, such as appropriate equipment and employees

Coordinating project team members and developing schedules and individual responsibilities

Implementing IT strategies that deliver projects on schedule and within budget

Using project management tools to track project performance and schedule adherence

Conducting risk assessments for projects

Organizing meetings to discuss project goals and progress

Conduct onsite meetings with clients and prospective clients

Southridge Technology, Brookfield, CT 2021 - 2022

Business Development Specialist

Business Development and Client Support:

Promote, sell, and secure orders from new and prospective customers through a relationship-based approach

Demonstrate and explain products and services to potential customers and assists them in selecting those best suited to their needs

Establish, develop and maintain business relationships with prospective customers to generate new business

Resolve customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management

Maintain professional and technical knowledge by reviewing professional publications; establishing personal networks; and participating in professional societies

Keep management informed by submitting activity results reports as requested

Make sales calls (can be existing, new business, or cold calls)

Conduct onsite meetings with clients and prospective clients

Prepare for and conduct regular client business reviews and annual budget reviews

Join a BNI networking group located in a specific target area

Attend appropriate internal meetings

Support and promote business development and brand recognition

Establish and maintain customer relationships

Quote Warranty/Configurations.

Work in tandem with Client Development Specialist and Client Support Specialist to provide outstanding customer service before, during, and after the sale

Closely monitor clients post-onboarding and post-project.

Attend networking and sales events

Mastec Advanced Technologies, Newburgh, NY 2019 - 2021

Satellite Technician/ADT Technician/AT&T Digital Life Technician

This position takes the perfect combination of skills including customer service, technical, and telecommunications. Working directly in the field with our customers, this position is the face of DirecTV and MasTec Advanced Technologies.

Duties And Responsibilities:

AT&T DirecTV

* Prepares satellite dish system installations by reviewing installation orders; gathering equipment, supplies, and tools

* Coordinate customer scheduling

* Plans installations, verifies system functionality, corrects problems and maintains documentation

* Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

ADT Security Services

* Prepares customer and business security alarm systems for cellular radio upgrade

* Coordinate customer scheduling

* Plans installations, verifies system functionality, corrects problems and maintains documentation

AT&T Digital Life Security Systems

The basic function is to perform routine and emergency service calls by replacing and/or repairing malfunctioning or inoperative equipment.

Provides reliable, high quality customer support.

Provides customer training on system operation and functionality.

Performs system testing and signal verification.

Organizes and utilizes technical resources, information, material, and support to ensure efficient execution of assigned tasks.

Vicom Computer Services, Farmingdale, NY 2017 – 2018

Pre/Post Sales Storage Architect

Teaming with over 20 Account Managers and over 100 customers, provided and delivered pre and post sales technical reviews and solutions across multiple Storage and SAN vendor platforms. This was achieved by reviewing and delivering high end technical solutions based on best practices and experiences. Tracking industry leading trends and maintaining knowledge of new technologies, to use in the consultation with customers, providing a trusted adviser role.

Provided Pre-Sales engineering to numerous accounts to properly solution purchases. This resulted in purchases in over 11 million dollars in a single account. Other pre-sales efforts added to over 5 million dollars.

Provided architectural agnostic approach to sales storage leads

Provided constructive input to customers, which has resulted in very successful productivity improvements

Provided customer environmental discovery and converted collected information into Visio documentation

Led or involved with multiple, successful, Proof of Concepts and demos

Architecture advisor to Project Management and Delivery Engineers in numerous engagements

Developed and authored detailed Pre-Sales Statements of Work, Request for Proposals and Request for Quotes.

Provided high end technical guidance to project teams

Prudential Financial, Roseland, NJ 2015 – 2017

Director IT Architecture/Sr. Storage Engineer

Directed and achieved organizational goals by defining, integrating, architecting and upgrading comprehensive storage system architectures. This was achieved with information, architecture and operational objectives by meeting financial objectives and forecasting requirements. Achievements were made by defining enterprise information architecture by analyzing information requirements; determining systems architecture, components, and technologies, studying business operations and user-interface requirements, and by directing development of physical databases.

Created and implemented, single source documentation that allows for a duplicable architecture and implementation model for net new storage devices.

Enhanced Galileo Performance SAN Tool by architecting and implementing changes and problem determination methodology. Galileo monitors real time SAN performance. These changes resulted in significant performance studies and planning enhancements to the SAN environment.

Project led reorganization of old lab and architected and implemented new LAB environments. This allowed for the proper environmental testing of storage environments prior to production release.

US based, trusted technical advisor to Prudential Japan SAN Architecture design and upgrades.

Co led IBM A9000R Storage Proof of Concept, IBM SVC and VMware testing.

Project managed numerous architectural design and documentation for net new and refresh of storage systems.

Program managed numerous projects that involved Business Partners across various platforms.

IBM Global Technology Services, North America 1986 - 2015

Storage Data Products and Services – Post Sales

Worked with post sales marketing team and Business Partners to creating and implement customer hardware and software purchases.

Worked as an IBM XIV Storage and IBM SVC SME

Led IT Special Projects Team as a Project/Availability/Resource Manager

Worked as a SAN infrastructure and Storage specialist.

IBM Product Support Specialist (Topgun)

Worked as an INTEL platform specialist, monitoring and administering direction to over 385 field service engineers. Developed training…

Worked on numerous End to End problem determination support issues.

Interfaced point to Client, Field Service Managers, Field CEs, all levels of support, and Marketing.

Project managed and educated specialized technology classes as needed.

Project managed day to day support and skills transferring to field service engineers.

TRAINING AND CERTIFICATIONS

ConnectWise Sales and Business Development Certified

IBM Professional Server Specialist

IBM Field eSeries Product Support Educator

IBM Storwize Family Technical Solutions Certified

Mellanox Ethernet Pre-sales Certified

Pure Storage Certified

Dell EMC MidRange Storage Certified

Dell EMC Data Protection Certified

A+ Certified

Server A+ Certified

IBM Storwize Certified

IBM XIV Certified – IBM SME

Dell EMC

IBM Problem Determination /Problem Source Identification (PD/PSI) Methodology

Cisco UCS Implementation and Design

Microsoft Office Suites including advanced training in Visio, PowerPoint and Project

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