JIMMY FULLEROS

**** ***** ***** ***. ***** Clara CA 95051 · 408-***-****

adw9uj@r.postjobfree.com · LinkedIn

Technical Support Professional

Tech-savvy and analytical individual with substantial experience in offering technical support and customer service. Proven success in managing multiple support applications, collaborating with diverse engineers, and developing new data center technologies. Recognized for reporting bugs, offering high-quality technical support, onboarding and training team members, and fulfilling clients’ requirements. Expert in performing quality assurance tests, delivering projects on time, as well as installing and troubleshooting various systems. Demonstrated ability to follow standard procedures for proper escalation, configure operating systems, and uncover innovative technologies and solutions. Thrive in fast-paced challenging environments.

Technical Proficiencies

Platforms:

VMware 6.5, Windows 2012, RedHat, DCIM, Zendesk, Office 365, AD, Veeam, Rancher, Hyper V, AZURE AD, Salesforce, Monday, Slack, Teams, Linux Distributions

Tools:

MobaXterm, Putty, Wire Shark, Pumpkin, BD Bench, PRTG, RDP, Veeam, HammerDB, FIO, IOmeter.

Hardware:

Servers, Storage systems, Switches, Router, PDU’s, Terminal Servers, KVM, Raspberry Pi, SSD’s,

Experience

Phononic Inc Fremont California 09/2022 – Present

Sr. Field Service Engineer

Execute and oversee Zendesk support application for assisting businesses to manage customer service operations, improving customer support quality, increasing satisfaction, and reducing response times. Streamline support processes, enhance overall efficiency, and save costs by developing process flow for support delivery and repair. Gather data for submitting documentation for product administration and project management aimed at resolving several support requests and issues. Identify third-party requirements and develop instructional materials for educating and directing on organization products or services.

Onboarded/trained new Point of Contact (POC) on company policies for addressing clients’ issues via tailored solutions.

Ensured customers receive high-quality technical support and resolved issues, resulting in building customer loyalty and trust and driving business growth while serving as Tier 2 escalation for Themo Fisher's products.

Created and maintained knowledge base for helping staff and management with required information to improve productivity and performance by managing internal Wiki support page.

Supported clients with on-time returns of products via execution of Return Merchandise Authorization (RMA) processing.

Minimized impact of returns on organization's bottom line by efficiently managing inventory levels and reducing number of defective returned products.

Hyve Design Solutions Fremont, California 12/2019 – 09/2022

Sr. Field Sales Engineer

Design and build systems racks for compliance, not limited to tip testing and seismic qualifications for zone three and four by collaborating with mechanical team. Educated key clients on rack design review, TRI rack testing, and mass production. Oversaw and coordinated all aspects of project from initiation to closure for ensuring successful delivery to customer. Educated mass production [MP] team for on-time identification and resolution of critical client problems. Determined and escalated workout issues while initiating final scan through close coordination with quality control team.

Led the development and employment of mediator for customer and engineering aimed at lowering chaotic dependencies.

Supported sales team in the execution of RFQs and SOW for initial customer engagements.

Developed long-term and trusted relationships with customers by coordinating with sales team on the development of customer engagement and strategy.

Performed quality assurance tests on customers Bill of Materials (BOMs) in Product Lifecycle Management (PLM) and Agile for creating products with specifications and ensure malfunctioning of parts and confirmed product quality and low errors.

Rahi Systems Fremont, California 07/2018 – 07/2019

Service Delivery Manager

Managed all project installation and troubleshooting and ensured on-time delivery to Rahi systems as well as 5 Google IDF for Crossman and Plymouth sites Oversaw and coordinated the distribution of services for supporting operation and maintenance for Juniper and Google data centers aimed at clients to achieve desired objectives. Led and trained a team of 12, including eight engineers and four cable technicians on company policies and procedures.

Gathered information for assessing client-specific needs and offered data center accordingly.

Ensured understanding of technical aspects and fulfilled clients’ needs by offering support to sales team as presales/SE for increasing revenue and customer satisfaction.

Validate all integration project delivery from sales team.

Provide project reports to customers and upper management upon completion.

Kioxa San Jose, California 11/2017 – 07/2018

Application Support Engineer

Installed and ran technical support infrastructure for on-time identification and resolution of problems and improving performance and productivity. Addressed overall issues, including bugs and deficit logs of customers and engineers as SME. Performed replicating of all problems and software testing. Set up and maintained product replication lab. Advised staff on Toshiba’s internship program and prepared training material to coach two college interns.

Executed SSD test validation for HP, including firmware update and reporting back to customer.

Developed, tested, employed, and merged applications, including Zendesk, HubSpot, Monday.com, and slack for assisting Flashmatrix Edge computing.

Springpath Inc. (Cisco Umbrella) Sunnyvale, California 11/2015 – 11/2017

Technical Support Engineer

Deployed, managed, and troubleshot software for Hyperflex Cisco Technical Assistance Center (TAC) as level three technician. Successfully published technical articles for supporting Tech Zone. Determined and resolved bugs and analyzed results for creating and submitting reports to key customers.

Developed and implemented HCI solutions for testing and troubleshooting major problems.

Directed EAP (Early Access Program) for clients, including installing and updating software and features.

OCZ Storage Solutions San Jose, California 07/2012 – 02/2015

Application Support Engineer

Collaborated with sales account managers to obtain design wins, support post-sales in on-site installation and troubleshooting, and develop product life cycles as Technical Specialist across all SSD product lines. Resolved clients’ critical requests on time by building and strengthening trusted relationships. Educated customers on selection of SSD products for installations of specific applications. Advised sales team in creating joint customer calls for technical skills, demos, and presentations accordingly.

Performed test validation for various Original Equipment Manufacturer (OEM), including setup and configuration of servers.

Fulfilled product training needs by participating in development/delivery of standard and custom training course materials.

Offered on-site SSD testing, installation, and troubleshooting aimed at improving productivity and performance.

Performed database benchmarking using FIO and DB hammer to validate SSD’s.

Brocade Communications Inc San Jose, California 02/2003 - 07/2012

Engineering Technical Support

Worked as systems administrator responsible in stablishing and managing engineering infrastructure and engineering test systems. Support included but not limited to, break-fix support, Technical Marketing support, engineering test and test bed support, asset management. Managing remote management tools like KVM, Terminal Servers and PDU’s through DSview. Maintained and managed all licensing, inventory, updates and refresh for both software and hardware.

Data Center infrastructure Manager, configuring managing power over Ethernet (POE), serial over Ethernet (SOR), KVM over Ethernet and IPMI.

Deployment of VMware 5.5 virtual machine for engineering test beds.

Setting up and configuring storages like EMC, Netapps, IBM, HP and Dell.

Interconnecting Fiber channel switches to target and initiators.

Project manage all refresh for remote infrastructure and Fiber replacements.

SAN administration and management of Brocade Silkworm and later products.

Monitor engineering infrastructure using Nagios.

Manage all lab requests and ticketing through Remedy.

Education

Bachelor of Science in Information Technology with Advanced Networking Certificate, University of Phoenix, Phoenix, AZ

Skills

VMware Certifies Professional 6 – Data Center Virtualization Exam – VMware

References

Andy Heathcote, Dir., Phononic Inc. [Previously work with Kioxa]

Jelle Struiksma, VP, Phononic Inc. [Previously work with in OCZ]

Erik Eeg, Sales Executive, Vertiv

Contact this candidate