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Work experience

Jan 2013Present

Storage Management Consultant

Entelligence (Netapp Contractor)
Aug 2010Oct 2012

Pre-Sales Enterprise Systems Engineer


·Provided pre-sale/post-sales support and liaison with major financial institutions in DFW area supporting their NAS.

·Supported Sales Account Managers and represented sales team with Engineering.

·Providing customer support on their current and future-configurations.

·Developed and implemented new certification processes of new hardware and software to meet their specific needs including 32xx and 62xx hardware and new version of Data on Tap (DoT) 8.x.

·Trained and certified in DoT Cluster Mode.

·Developed and presented new Demos for customers in the following software packages

oOperations Manager

oOnCommand Insight Suite

oSystems Manager

oNAS protocols

oNew Hardware platforms

·Performed technical lunch-n-learns for troubleshooting with Netapp.

·Trained in VmWare 4.x.

Experienced with creating Excel, PowerPoint and Visio documentation.

Oct 2006Aug 2010

Field Escalation Engineer


·Customer advocate and liaison to Netapp marketing a support team.

·Provided post-sales support, escalated issues, and customer satisfaction issues for resolution.

·Problem determination and resolution on NetApp related hardware and software.

·Responded as needed to assist with escalations and system down situations.

·Onsite support for Upgrades to newer versions of Software.

·Available 24x7 for travel to on-site customer situations.

·Provided Training, guidance and mentoring for new hires.

·Backup Duty Manager for customer escalations.

Trained in SAP database for internal ticketing tool.

Aug 2005Oct 2006

Technical Support Engineer


·Employ cross-functional technical knowledge to reduce problem times, decrease cost of repairs and transfer knowledge to yield a quality experience for our customers in both technical and administrative interactions.

·Provide technical support and Investigate hardware and software-related incidents for resolution, and frame cases for escalation as necessary.

·Meticulous case documentation to benefit customers and internal resources who may become involved in an interaction.

·Preparation, training, implementation and delivery of concise action plans for field service resources.

Developed hands-on knowledge of NetApp Technical Support Center processes, to include troubleshooting, logistics, and customer service and escalation procedures and shared with specific teams as needed.

Dec 1998Aug 2005

Remote Network Support Specialist/ SAN Server Admin – Team Lead

  • Provided level 2 support and on IBM Network Hardware, hubs, routers, switches and controllers with a 55% first time fix rate on an average of 150-200 calls per month.
  • Trained and mentored team members on IBM products and applications including Windows, Outlook Express, Visio, PC related hardware and Networking Controllers.
  • Trained in IBM’s RETAIN problem tracking system, and Lotus Notes.
  • Level 2 support for the following the OEM products supported by IBM:
    • Storage Area Networks (SAN) from Inrange & McData.
    • Netscreen firewalls Security Systems.
    • Unix based E-Mail from Mirapoint.
  • Provided 24x7 support to customer’s after hours, weekends, and holidays for scheduled and call-out situations.

Responsible for site inventory, physical equipment, tracking and loss control.

May 1996Dec 1998

Exchange Server Admin

Microsoft (Contractor)

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·24x7 second-tier escalation support and troubleshootingfor approximately 20,000 end-users throughout the Microsoft Global Corporate Network.

·Supported Exchange Client-Server and the Redmond Alphanumeric Paging System.

·Maintenance and upgrades on the constantly changing requirements of Microsoft's Beta production environment.

Responsible for all backup Exchange solutions.


May 2005Oct 2006

Associate of Arts in Business

Western International University