Ben Cherian, Itil-V3 Email and Phone Number

Sr. Engagement Manager supporting SLED (State & Local Government and Higher Education), Civilian Agencies and Special Programs

Managed critical customer cases across all of NetApp's product portfolio. Responsibilities include:• Quickly assemble and manage cross functional teams to address high priority customer's escalations needs, for critical and high-visibility problems.• Develop and provide communication strategy, inclusive of status reports, to technical teams, management and C-Level executives within NetApp, partner vendors, and customer organizations.• Participate in a 24x7 scheduling-model to provide timely, reliable and high-quality response to complex customer escalations. • Responsible to own customer communications through resolution of complex technical issues.

• Develop and build relationships with US Public Sector Accounts utilizing both technical and account management skills. These accounts include the US Navy, US Marine Corps, Navy Marine Corps Intranet, Department of Energy and NASA.• Manage and maintain install base of over 6000 systems• Maintain an intimate knowledge of the customer’s storage operations, IT infrastructure, and business requirements. • Provide best practice recommendations and upgrade plans to improved the customer’s reliability and availability. Recommendations include upgrades to the ONTAP operating system and firmware for disks and shelves.• Monitor and drive customer support cases to closure by ensuring that they are actively and efficiently being worked.• Drive technical and management escalations • Perform and deliver Root Cause Analysis and Service Incident Report to the customer at an Engineering and Executive level.

* Responsible for maintaining an excellent customer relationship with global customers as their service advocate.* Monitor customer cases to ensure they are being handled properly.* Drive escalations to focus and coordinate information and resources for issues being worked in the field and call center* Facilitate Account Reviews reporting on action items, trends, escalations, root cause, bug tracking, parts and proactive activities.* Effectively develop close relationships with customer executive, management and technical staff as their primary contact.* Present and drive best practices to increase reliability, availability and serviceability.* Understand the business of the customers environment.* Act as the focal point for business planning and development to meet the needs of customers, increase sales and improve customer satisfaction. * Participate in management on-call rotation. * Coordinate strategy and customer satisfaction for national and global customers.

* Lead Engineer for staff of 20+ field engineers* Primary backup for Regional Service Manager* Direct field engineers by assigning cases and responsibilities.* Consistently troubleshot customer system break/fix issues to resolution * Managed technical escalations to back line support engineers* Teach and administer classes on new products internally* Participate in engineer on-call rotation* Performed as Service Account Manager for multiple accounts.* Primary point of contact for all levels of the account including executive, management, sales and engineering* Facilitated Service Account Reviews * Increase customer satisfaction by developing relationships with customer executives, managers and technical resources* Pre and post sales support to create and improve service strategy for accounts.* Strategize and implement customer satisfaction improvement plans for national customers.

* Consistently troubleshot customer system break/fix issues to resolution * Perform server and array installations* Proactively analyze customer systems to prevent outages* Monitor customer's install base to ensure supported and compatible products are being used.* Develop and provide internal and customer training as needed on new or existing products

This is a college recruit program. Only 50 graduates were chosen for this program from across the United States based on GPA and multiple interviews.* Successfully completed classroom training on Sun hardware and software.* Obtain all Solaris Systems and Network Administration Certifications * Completed solution center rotations and training through all groups* Provided phone support throughout the solution center groups to troubleshoot customer technical issues * Completed field support rotation* Perform storage, server and software installations.

* IBM System 38 and AS/400 administrative functions* Performed installations, data recovery and backup.