Customer Service Engineer
Resume:
David H. Kowalski
Hopedale, MA 01747
*******@*******.***
______________________________________________________________________________
Goals and Expectations: To assist with and drive change necessary for the success of any product or service provider that translates into superior customer and public satisfaction through the delivery of best-of-class products and services at all levels.
Experience and Achievements:
12/11 - present EMC Corporation
Hopkinton, MA
Senior Manager, Lab Operations - Unified Storage Division
Lead a team of 2 direct reports and 21 indirect reports in all phases on proof of concept buildouts, product development and testing and quality control - both hardware and software. Developed best practices for the Unified Storage Division's Lab Operations team to include design and configuration in parallel with optimizing equipment utilization and minimizing underutilized and wasted resources. Working with 2 junior managers, developed individual development plans for all staff members to assure that all team members knowledge was both broad and deep - for both redundancy and team-building. Work closely with program management to prepare for new product release by conducting regular meetings and presentations to all Unified Storage Division stakeholders - to help them forecast equipment and training needs as well as increased headcount where necessary. This is a time-sensitive, results driven position and team where time to market is key to EMC's continued success as the premier storage infrastructure provider.
04/09 - 12/11 EMC Corporation
Hopkinton, MA
Technical Support Engineer V - RecoverPoint Engineering
As an expert member of the RecoverPoint Application Engineering team, applied advanced systems level technical expertise to resolve the most complex customer issues. Customer issues may have been received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Used independent judgment to accomplish sustaining and development engineering objectives. Accepted escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Worked closely with other technical and software engineering business units to increase knowledge and resolve customer issues. Identified and provided resolutions to a diverse range of complex technical problems. Mentored others in providing validated technical information, support process instructions and special support requirements. Engineers. Developed and implemented resolutions to identified problems, and followed standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. Determined proper escalation paths and monitored organization to ensure that escalations occur in a timely and effective manner. Developed broad knowledge of the organization''s mission and strategy and relates it to day-to-day issues. Challenged existing processes based on industry best practices and enhanced the same for the benefit the entire software engineering organization.
12/08 – 04/09 EMC Corporation
Westborough, MA 01580
Consulting Systems Administrator – Symmetrix Engineering; Special Projects and Research
Introduced and installed new storage management solutions to EMC’s own IT department as it’s “Number 1 Customer” as part of product beta testing: identifying areas for improvement and providing use cases for eventual product adaptation within Business Operations. Provide Recoverpoint technical subject matter expertise with determining root cause for IT/customer escalations through problem recreation; verify fixes before they’re deployed through extensive use case testing. Currently driving both proof of concept ‘virtual desktop’ and ‘cloud computing’ deployments within Global IT Services for cost reduction and improved portability of user environments by enabling faster distribution of desktop product upgrades. Use case development and data modeling for flash media storage and automated intelligent storage tiering.
04/05 – 12/08
Consulting Software Integration Engineer - Software Engineering
Qualified complex, distributed clustered configurations, and customer-driven software/hardware integration solutions. Mentored other junior team members in EMC product functionality, identified potential risks, and developed test cases to address them. Processed all Solaris RPQs (Request for Product Qualifier) to determine supportability and introperability of configurations out of compliance with EMC support matrix and product roadmaps. Act as pre-sales/engineering solutions architect for upgrade, DR/BURA and reconfiguration engagements.
03/02 - 04/05
Consulting Technical Support Engineer -Software Engineering
Recreated key elements of complex customer environments for problem recreation and isolation to identify root cause and drdrive to resolution customer software and hardware interoperability issues with EMC and third-party products – specifically: Sun Cluster, VCS, SAN/NAS, VMWare and RecoverPoint solutions and host bus adapter device drivers. Developed fixes and workarounds for interoperability issues and documented testing strategies to improve product quality and TCE.
12/98 – 03/02 EMC Corporation (contd)
Newton, MA
Regional Software Support Specialist – Customer Service
Installed and configured EMC Software products and implemented customized scripting solutions. Acted as regional performance specialist and as such was involved in complex problem analysis often leading outside the scope of EMC products. Architected and configured complex storage solutions using Symmetrix with SRDF, Connectrix, Brocade Volume Logix and Timefinder.
ESN Regional Technical Manager
Develop and manage a staff of 26 regional direct reports comprised of RSSSs, RTSs and Implementation Managers charged with development and installation of complex ESN products and solutions utilizing the broad range of EMC’s and its strategic partners’ product and service portfolios. Evaluate and develop team technical skills, conduct periodic in-services related to customer service administrative duties, and customer service policy and procedure development. Collaborated with Professional Services and Sales to architect and execute often complex and lengthy implementation engagementswith budgets often in excess of $5M.
7/98-12/98 Sepracor, Inc.
Marlboro, MA 01753
Sr. Unix Administrator/Oracle DBA
Oracle database administrator and Oracle Clinicals and Financials application administrator. Unix system administrator, network architect and information security specialist. Developed change control policy for Oracle applications, performed network tracing and analysis, configured routers, switches and telco data communications equipment. Left after 6 months to join the EMC team!
11/95 – 7/98 The Robbins Company
Attleboro, MA 02073
Network Engineer/UNIX Administrator/Oracle DBA
Duties include but not limited to: Oracle database administration; Unix systems administration, specifically Sun Solaris; and network/communications engineering; Banyan Vines, Cisco and Windows NT Server network administration. Configured routers, concentrators, bridges, gateways, firewalls, voice response systems, storage arrays, BURA/DR solutions and protocol bridges. Responsible for infrastructure development, repair and maintenance in a “high-availability” 7x24 environment.
11/92 - 11/95 Department of Mental Health
Central MA Area Office
Worcester, MA 01604
Director of IS & Telecommunications
Lead a department of five responsible for delivery and support of multi-platform computing environments for a 600+ userbase. Banyan VINES, AS/400 & TCP/IP LAN/WAN installation and administration, hardware/software procurement and configuration, policy and business plan development, staff training, and applications design. PBX/VMS technical administrator and telecommunications manager for four multi-specialty community mental health centers located throughout the Central Massachusetts area.
Education:
Worcester Polytechnic Institute; Worcester, MA
Computer Science/Philosophy
Interests: Sport compact tuning/racing, experimental aircraft fabrication, home remodeling and landscape design, currently working on EV conversion
Professional Affiliations:
1991 – 2000
United States Naval Reserve
Desert Storm veteran, SPAWAR-trained with information technology and communications infrastructure
PO2 Honorable Discharge, Recommended for Reaffiliation.
References: Available upon request.
Contact this candidate