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Sales Engineer

Greenwood, Indiana, 46142, United States
March 14, 2011

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** ********* ***** *********, ** 46142 317-***-**** Jim


IT Management professional with more than 20 years of experience working in technical support services, sales, and account management. Emphasis on providing direction and technical leadership for the planning, management and implementation of solutions for mission-critical environments. Established and managing new business development and providing the necessary technical and follow-through support required achieving total customer satisfaction. Strengths in securing new business, implementing new products and IT Support Services.


Business and Operations

• Operations Management

• Business Process Improvement

• Problem Analysis and Resolution

• Strategic Planning

• Subject Matter Expert

• Pre-sales/Post-Sales Support

• Manage technical teams to investigate, analyze and resolve complex customer issues

Technical Skills:

Operating Systems: OpenVMS 8.3/8.2/8.1/8.0/7.2/7.1/7.0/6.2/6.0/5.3, Windows 95/98/2000/XP, NT 4.0 Server/Workstation, OpenVMS Clusters, Pathworks LAVC Networks, Novell 3.X

Networking: TCP/IP, PPP, DHCP, IGRP, EIGRP, RIPv1,RIPv2, ISDN, DSL, VLANS, NAS, LAN/WAN, DEC net-Plus, X25, DecHub, Terminal Servers, DEC routers, DEC switch, Cisco routers/Switch’s

Hardware: Alpha Systems, Alpha Servers/ES/GS Vax Systems, PDP11, PDP 8, EVA Storage, MSA Storage, Network Storage, Fibre Storage, CI Clusters, FDDI Clusters, LAVC Networks

Certifications: Information Technology Infrastructure Library (ITIL v3) (HP June 2009)

MCP NT 4.0 Server/Workstation (2004)

OpenVMS 8.x (2008)

Cisco CCNA (2003-2009) (renewal process estimated completion April 2011)

CompTIA A+ (1993)

CompTia Network+ (1995)

Project Management (HP 2007)



B.S. Bachelor of Science in Business Administration, Indiana Institute of Technology, Ft Wayne, Indiana

B.S. Bachelor of Science in Electronic Engineering, ITT Tech, Indianapolis, Indiana


Technical Solutions Consultant III Hewlett-Packard Colorado Springs, Co (2005 to 201*-****-****

Deliver remote global support services to Mission Critical and Enterprise accounts to maximize the customer's business availability. Provide advance software/hardware support to solve a wide variety of business and application problems on specialized or complex system configurations. Deliver pre-sales and post sales support to sales team and end-user. Manage technical teams to investigate, analyze and resolve complex customer issues with hardware, software and networks.

• Resolve complex business issues where information may be incomplete or conflicting

• Designed solutions for complex hardware and network issues

• Develop guidelines and procedures to set future precedent and direction

• Establish policies to improve customer processes

• Provide expert technical direction and guidance to storage support staff

• Managed extended hours technical staff in a global support environment

• Demonstrated strength in communication, customer focus and accountability

• Team leader in implementing new business practices

• Achieved 100% Mission-Critical customer retention for 3 straight years


47 Westridge Place Greenwood, In 46142 317-***-****

Technical Account Manager (TAM) Hewlett-Packard Colorado Springs, CO (2003 to 200 5) 1981-2010 Serve as the primary Technical Account Manager (TAM) for Gold support customers in the North Americas Support Center. Resolve technical and business issues with assigned accounts. Provide proactive information to prevent future problems and establish policies to improve customer processes. Coordinate resources effectively and efficiently resolve technical and non-technical problems for customers. Developed pre-sales presentation and assisted sale team.

• Demonstrates teamwork through respect for other individuals and cross functional teams

• Leader in implementing new business practices

• Demonstrates teamwork through respect for others individuals and cross functional teams.

• Support of management decisions and new initiatives

• Demonstrates leadership in implementing new process and procedures.

• Management and peer perception in positive manner

• Strength in communication and customer focus

• Assisted sales team in generating $4 million in new client revenue.

• Serve as subject matter expert for cross functional groups

Technical Consultant Compaq Computer Corp Indianapolis, In (1998 to 200*-****-****

Deliver software consulting services to the Great Lakes Area customers. Traveled to customer sites to provide support for software and hardware issues. Provide upgrade planning and analyzed root cause failures. Developed Statement of work (SOW) for consulting projects. Developed new tools for area support personal to improve fault analysis.

• Demonstrated subject matter expert

• Passionate about customer success

• Exceeded area goal by 30% for new business development

• Designed electronic site management guides (ESMG) for all support center customers

• Promote customer service programs with in the Great Lake Area.

Resident Engineer Digital Equipment Corporation, Indianapolis, In (1992 to 199*-****-****

Provide hardware and software repair/support to the Naval Air Warfare Center as an onsite resident engineer. Responsible for hardware and software support for 88 computer systems and a state wide system network. Worked with sales team to improve company image and increase sales volume.

• Maintained system uptime at 100% for 4 years

• Earned 4 outstanding customer DEC Service awards

• Increased new equipment sales by recommending system upgrades to improve IT operations

Remote Field Service Engineer Digital Equipment Corporation, Monroe, MI (1986 to 199*-****-****

Provide break/fix of computer, Printers, Terminals and network equipment for all customers in Monroe, Mi.

Perform preventative maintenance and install of new equipment for assigned accounts. Maintain customer satisfaction with service delivery

• Break/fix of networks and computer equipment

• Establish customer relations with engineer and company

• Provide equipment recommendations for operational improvement.

Field Service Engineer Digital Equipment Corporation, Toledo, Oh (1981 to1986) 1981-2010

Responsible for repair and maintance of computer equipment at customer sites in North Western Ohio on assigned accounts. Work stand-by (on-call) for emergency repairs when required.

• Repair computers and equipment at customer sites

• Work stand-by rotation for emergency repairs.

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