Customer Success Technical Support

DAN W BOSKOVICH

Education

Bachelors Degree, IT, American Intercontinental University, US, 2006

Profile

Ensure Customer Success! Be Proactive! Get it done! These are my Pro-Verbs!

The customer defines the requirements. Whether it was hands on building and managing SANS from the ground up, or an advisory role to manage my customers through that journey, I was the go-to guy to make sure it happened and in an extraordinary way!

My background is broad and diverse, supporting all aspects of IT and Production environments over my career. With IBM Strategic Outsourcing, I supported SAN environments, which included storage, switching and UNIX servers. (HW experience with IBM storage DS8000, Flashsystems, SVC, XIV, Cisco / Brocade). Certified in AIX and HPUX in the early 2000's. In my previous roles as a UNIX Administrator, I also supported Cisco Networks and Oracle Database. Recently earned IBM credentials in several aspects of Cloud Computing. (See Resume) This along with past work experiences in several diverse industries, I have gained the versatility and insight for planning and problem solving needed to bring success to my clients and peers in any industry and situation.

In my resume, you will learn about my diverse and extensive skill sets and how I used them to achieve company objectives and goals.

Key skills

UNIX Server Skills (AIX, HPUX, LINUX, System Administration and more…)

Storage Hardware Skills: Flashsystems/Storwize/SVC, DS8000, EMC

Storage Software: Spectrum Virtualize, Spectrum Scale, Storage Insights, Databases

SAN switches (Brocade, McData, Cisco)

High Availability Expertise – I designed and supported high availability environments for PNG in both HP - MC Service Guard and AIX – HACMP for 8 years as an employee of PNG for six years and two years as an IBM consultant.

Customer Data Center Support, Technical Support, Leadership, Excel, Shell Scripting, Programming (C, Bourne/Bash, SQL, Clipper), Backup and Recovery (TSM, Veritas)

Experienced in Troubleshooting, Performance Tuning, Project Management.

Good Written and Oral Communication skills.

Key courses and training

KEY IBM Digital Credentials (Badges) Earned.

IBM Cloud Technical Advocate Concepts

IBM Cloud Technical Advocate Foundations

IBM Storage and Cloud Essentials

Containers and Kubernetes

Docker Essentials

Building Cloud-Native and Multi-Cloud Applications

IBM Certified Flash Administrator

Past certifications in HP-UX and AIX System Administration

Work experience

Storage Technical Advisor / Technical Account Manager

IBM, United States Aug 2015 – June 2023

As a Storage Technical Advisor, I considered myself a Customer Success Manager. Defined by strong relationship building, creative problem-solving, and on-point communication. I managed post-sales activities for a diverse portfolio of 30+ high-profile enterprise accounts, becoming their trusted advisor and focusing on driving customer satisfaction, product adoption, contract utilization and account retention/growth. I'm dedicated to helping customers achieve their desired business outcomes and have consistently achieved 98% annual contract renewals and maintained high NPS and CSAT scores. If you're seeking a customer success professional who can redefine positive customer experiences and drive business value, let's connect and discuss how I can contribute to your organization's growth and success.

Through my proactive consulting, my role was to ensure their success and satisfaction with IBM storage products. I achieved this by offering guidance with storage systems, storage product features, and IBM product interfacing with their overall computing environment. Also focusing on key areas such as Install Assurance, CIE prevention, and ongoing software currency needs I provide a proactive and predictive approach using call home data and the Storage Insights tool to help the customer with configuration and storage management needs and issues. Further providing availability whenever a need may arise, I make sure their support process and journey is also successful and timely.

The IBM SAN and storage products I support include Flash Systems (FS9500, FS9200/9100, FS7200/7300, V9000, FS900/840, V840), XIV, A9K, DS8880, SVC, Spectrum Scale, Brocade and Cisco SAN Switching.

I have also worked with my teammates on special projects to track and analyze customer storage usage, software code status and success, storage systems call home tracking, Power Systems call home tracking and other related tracking projects, utilizing my Excel, PowerPoint, and customer communications skills.

AIX/HP/Storage and Server Senior Architect

IBM Strategic Outsourcing, United States Aug 2006 - Mar 2015

IBM

AIX/HP/Storage and Server Senior Architect

8/2006 – 3/2015

Representing IBM, I supported several IBM outsourcing customers, including Piedmont Natural Gas, General Motors, Logitech, and Abbott Medical Optics.

As an IBM consultant, I migrated PNG from HP to AIX, which included AIX installations, configurations, volume group export/imports, moving Oracle and other PNG applications to an AIX Multi-LPAR High Availability Virtualized environment. (MC-ServiceGuard to HACMP).

Once again, I migrated the backup environment from Veritas to TSM. As the sole SAN Architect/Administrator, I migrated the SAN environment EMC Symmetrix to a homogenous environment consisting of IBM’s SAN Volume Controller (SVC), DS4000 and DS8000 product family, and XIV Storage platforms, and moving from McData Switches to a Cisco and Brocade mixed environment.

As a SAN/Storage Administrator and Architect, I have supported several other customers in their use of IBM’s SAN Volume Controller (SVC), XIV, Flash Systems (9500/9200/7300/7200,etc), DS8800, DS8100, all DS4000’s, DS3400, ESS800 (Shark), EMC Symmetrix and Clarion, IBM 2005-B16, TotalStorage SAN24M1, McData 6140 Director, Brocade, and Cisco MDS9000 (Fabric Manager), HP-UX, AIX, VMWare, and WIN OS.

This support includes initial architecture and planning, installations, code upgrades, data migrations, storage provisioning and steady state support of Storage and Switches. High Availability specialist.

UNIX Senior System Administrator

Piedmont Natural Gas, United States Feb 2000 - Aug 2006

Piedmont Natural Gas (PNG)

UNIX Senior System Administrator

2/2000 – 8/2006

Environment: HP-UX/Oracle and AIX Servers in a LAN/WAN environment. EMC Symmetrix, High Availability, Gig-Ethernet, ATM, frame relay, NT/WIN2000, Veritas NetBackup, etc. I was responsible for HPUX installations, configuration, and steady state support. Accomplishments: 1. Network conversion - Token ring to Ethernet on Servers. ForeSystems to Cisco on switches and routers. 2. Implemented and maintained Backup and Recovery system, twice! First, HP OMNIBACK, then Veritas Net-Backup. 3. Supported and maintained Peoplesoft and Geographical Information Systems applications. 4. Assisted Oracle DBA group with UNIX/Oracle installs, networking Oracle and modifications to Oracle backup methodology. 5. Developed and maintain MC ServiceGuard environments with multiple packages running on multiple nodes. 6. Implemented and administered HP OpenView OVO/NNM. 7. Designed migration path and completed consolidation project for UNIX Servers. 8. Data migration from Host based storage to EMC Symmetrix. (Strong working knowledge of EMC administration, SYMCLI and BCV’s. I have developed a BCV strategy for PNG and implemented it. This includes writing scripts to automate the use of BCV’s for backing up Oracle and utilizing the Consistent Split technology

Senior Systems/Database Administrator

Uniteq Application Systems, United States May 1999 - Nov 1999

WAN development connecting offices in three states which includes firewall and email development, UNIX administration in a SUN environment, NT administration, Oracle DBA, and both To-ken Ring and Ethernet support. Oracle support for our services group includes setting up new Oracle databases and corresponding UNIX environments, backup and recovery of existing databases, and performance monitoring and tuning, and Oracle network support.

UNIX System Administrator/SAP Basis Administrator/Oracle DBA

Mitsubishi Silicon America, United States Oct 1996 - May 1999

Developing and supporting business automation. Hardware/Software installation and configuration, backup/recovery tools and implementation, application upgrades/conversions, Y2K upgrades, SAP implementation, Server consolidation, Disk Management (LVM), TCP-IP network support, Firewall/e-mail server support, writing shell scripts as needed to automate sysadmin functions. My primary responsibility was to support the SAP environment consisting of two HP K460’s and two K400’s. This includes supporting UNIX, Oracle, and SAP (transports to production, user authorizations, performance tuning and monitoring, data-base tuning and monitoring). I also supported 2 production environments and 2 development environments for our North and South Wafer producing facilities which comes to 18 HP K-class machines and 2 G-class systems on a mixed 100BaseT and FDDI network. Support includes application support for PROMIS (Wafer Production Tracking), DMQ, CELLWORKS, and ORACLE. Our largest production systems are K570’s with 6 processors, 3.8 Gigs of RAM, and 200 Gig Disk Arrays. Primarily an HP-UX shop with some Solaris and Linux.

Converted Production Systems to Trusted Environment and Implemented Security Policies for UNIX Env.

Director of MIS

Supra Products Inc., United States Feb 1994 - Sep 1996

Starting as a hands-on Technical Services Manager, my major accomplishments included:

The initial architecture and planning, execution to completion of:

1. Manufacturing System Conversion from SYMIX /PROGRESS - To: INFOFLO/UNIDATA. Included hardware platform upgrade to HPUX Servers.

2. Installed company-wide Ethernet TCP-IP LAN which included four UNIX based systems, seven NT Servers, apx. 50 NT and 3.11 workstations.

3. Developed internal WWW Server and e-mail Server through attached T-1 lease.

4. Implemented disaster recovery plan which included off-site media storage, main system replacement plan, and network recovery plan.

Senior Systems Programmer

ADP/Autosource, United States Mar 1992 - Feb 1994

Systems and application programming in C and PROGRESS. System Administration over the following environment. Two Hewlett Packard 9000/800's running HP-UX 9.0. Altos 5000 and Altos 1000 running SCO UNIX. TCP-IP/Ethernet LAN, SNA/SDLC UNIX to mainframe link, X terminal, customer dial modems. PROGRESS DBA, UNIX, WordPerfect, and Lotus 123.

Senior Information Analyst/ Programmer Analyst

Security Pacific Bank - Trust Operations (California) / Retail Bank of Oregon, United States Feb 1990 - Mar 1992

Responsible for all phases of systems development and support. PC Clipper applications programming, UNIX systems and application programming, UNIX system administration, end user training.

System Administration Accomplishments:

Developed and supported customer dial-in service. This included an SNA/SDLC UNIX to main-frame link, the development of UNIX based menuing programs, print spooler, system utilities, and audit trails.

Trained new UNIX Admin. Installed TCP-IP and Banyan VINES networks.

UNIX System Administrator

Quadratron Systems Inc., United States Aug 1988 - Feb 1990

Mixed UNIX hardware platform including: Gould, Encore, AT&T, HP, DEC, Arix, Nixdorf, Plexus, Altos, Data General, NCR, IBM, and SUN, etc. OS installations and upgrades, systems programming, network maintenance, and purchasing of computers and peripherals. Developed and implemented back-up schedule and off-site media storage plan. Wrote system administration guides for production platforms. Also, installed and configured Toshiba UNIX based laptops to be used for Sales and Marketing Demos.

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