Cloud Development Manager focusing on all QCT product offerings, bridging the gap between customer requirements and QCT solutions knowledge and availability by providing technical guidance/details, 24/7 customer support and logistical assurance with the goal of providing the best customer experience throughout the QCT product life cycle.

A Solutions Architect providing presales engineering support. Quanta Cloud Technology (QCT) provides advanced hardware systems to cloud datacenters worldwide. Product lines include servers, storage, network switches, and integrated rack systems. QCT customers want the same innovative cloud hardware technology in use by hyperscale cloud datacenter operators, but in off-the-shelf SKUs with global services. QCT sells cloud hardware that delivers hyperscale performance, efficiency and advanced engineering, with flexible product configuration, rack integration, performance tuning and engineering consulting services to help customers deploy optimized cloud solutions for their unique cloud workloads.

Worked directly with IT Vendors to plan, design, execute and document hands on testing of IT solutions in a lab validation report.A lab validation is a technology solution’s assessment measured by performance, scalability, reliability, usability, and more. (Examples of reports are available)Responsible for all aspects of producing lab reportsWorked directly with clients in person and remotely defining client needs, creating test plans, performing hands-on validation, developing graphics and writing reports. Documenting the results of these tests in reports that were approachable and credible to a variety of audiences including senior IT executives and technical decision makers

Work with customers, prospects, partners and internal groups to aid in the development and deployment of new products and feature sets.Demonstrated highly technical concepts to a wide variety of audiences including executive level technical decision makers.Provide consistent, proactive, remote and on-site technical expertise, consulting and leadershipPlan, document and execute deployment and operations of large-scale data centersManaged multiple concurrent sales projects and opportunities while delivering solutions to fit the customersWork with customers and vendors to design, verify and articulate a variety of solutions, including advanced product concepts, and future direction of technology Became a thought leader and built relationships based on technological respect.

Desktop/Laptop hardware/software support for 450 userWorked with active directory to unlock accounts, put System accounts in appropriate OUs and general troubleshooting.Worked with SMS 2003 to gather software information for licensingRacked and configured hardware on servers for server admins.Supported blackberry 8700,7100 and 7290Home support of users at hospital and remote access: home cable/wireless networking, Cisco VPN and general support.Supported all levels of users Ghosted and configured systems for new users and upgrades.Maintained inventory , obtained quotes and created purchase requests for all IT equipmentAssisted with backup tape storage.Supported audio/video for conference roomsInstalled and troubleshot local and network printers

Desktop/Laptop hardware/software support for over 6 different hospital sites throughout the peninsulaWorked with active directory to unlock accounts, put System accounts in appropriate OUs and general troubleshooting.Worked with Exchange admin to add/remove users to email distribution lists, to change mailbox size limits and also create email accounts.Racked and configured hardware on servers for server admins.Supported blackberry 8700,7100 and 7290After hours support of users at hospital and remote access: home cable/wireless networking, Cisco VPN and general support.Supported all levels of users from CEO and Doctors to all levels of users.Ghosted and configured systems for new users and upgrades.Created updated ghost images for desktop and laptops. Assisted with backup tape storage.Supported audio/video for conference roomsInstalled and troubleshot local and network printers

Desktop hardware/software support for 300 users over 3 buildings in a WinXP and Office 2003 environmentWorked with active directory to unlock accounts, put System accounts in appropriate OUs and general troubleshooting.Supported blackberry 8700 and 7290Carried blackberry for after hours support of remote access: home cable/wireless networking, Cisco VPN and general support.Supported all levels of users from CEO on down.Ghosted and configured systems for new users.Created updated ghost images for desktop and laptops. Assisted with backup tape storage.Supported audio/video for conference roomsInstalled and troubleshooted local and network printersAdd/removed VOIP phones

Phone and desktop support agentWorked with all level of technical support agents and customers to resolve there issuesSupported the Platinum support line for executives and CEOSupport all customer issues Genentech hardware/software.Worked closely with other CIT groups to resolve customer issues.Created internal documents for agents to use for troubleshooting stepsAssisted in technical support for offsite eventsMonitored technical support agents phone calls for quality assuranceWorked with teams to resolve top customer service issues.Logitech: Video Product Specialist/ Technical Support Level 4 (11/2004 –11/2005) Top level technical support agentWorked with all level of technical support agents and customers to resolve there issuesWorked closely with QA and Software Engineering group to resolve more complicated issuesCreated monthly reports to identify product support trendsCreated training material for support agents at all levelsCreated FAQs and “how to” documents for customers Created internal documents for agents to use for troubleshooting guidesAssisted in technical support for Trade ShowsCreated “How to” articles for Logitech Newsletter sent out to customersMonitored technical support agents phone calls for quality assuranceMonitored Logitech forums to assist users over the webWorked with project managers to develop customer support plans

Worked in a 24/7 call center environment supporting single users and small companies with their DSL/Modem/Router/PC configuration and support needs. All support and customer service provided over phone. Level II support is the top level of support here at SBCIS. Gave the highest level of technical support along with the best customer service possible.Worked with IT professionals and first time users to help configure routers with WAN/LAN configs, IP Mapping, NAT and PPPoE configs.Desktop support of OSs including XP, WIN2k, NT40, Win98, WinME, OSX through OS9 on all desktop and laptop machines to get them back on the network wireless or EthernetE-mail Support and configurations of Webmail. Outlook express, Netscape mail and EudoraExtremely high level of customer service and professionalism on every call to every customerUsed Vantive, CRM and many other web based tools to provide customers with support

Led Hotmail front-end team supporting 7000 Win2000, free bsd and Solaris servers in a 24x7 environment. Troubleshot and maintained new servers and storage systems.Monitored machines and temperatures in the NOC Managed and supported Seibel, Soc and WebTracker tickets for group of 2000 engineers and administrators. Prioritized and distributed tickets for front and backend teams. Served as point-of-contact between support team and Microsoft staff. Responsible for writing detailed analysis and optimization reports for Microsoft. Troubleshot network issues with 1200, 5500, 6500 and 6000 Series Routers and switches.Troubleshot network, software and hardware issues on Compaq, Dell, Kingstar and Sun servers.Worked extensively with Qualstar Tape Backup System.Configured, cabled, racked, and powered all Compaq, Dell, Kingstar and Sun servers.Worked closely with demanding administrators from Microsoft networking, front-end and back-end teams.

Contracted with AltaVista, Sprint Labs, Gilroy Foods, and Cohesive. Sprint Labs: Helpdesk technician working with Dell and generic workstations and laptops. Main project on this site consisted of doing a sweep through the entire site and upgrading virus software/definitions, switching domains and support of all software/ hardware issues. Gilroy Foods: Lead Technician working with a team of 3 techs converting 200 desktop and laptop machines from token ring network to an Ethernet network. Cohesive: Entry-Level Help Desk (1/98-12/98) (Under Cable&Wireless)Helped install/un-install Windows 98 operating system. Helped to install Microsoft Office. Did minor computer repair.