Serve to manage VMware by Broadcom customer escalations and drive them to a satisfactory resolution for all stakeholders by leveraging my 16 years of working on critical customer accounts and high-pressure situations. I leverage strong relationships with support, engineering, and account management to lead issues to satisfactory outcomes. Collaborate across multiple geos to ensure escalated cases get driven to a successful conclusion. Furthermore, I've assisted with driving the development of internal tooling systems critical to business operations.✔ Lead critical customer escalations to satisfactory outcomes.✔ Proven track record of managing delicate situations for critical customers.✔Deliver communication to internal and external stakeholders, including senior management, account teams, engineering, and support.✔Operate in a fast-paced and high-pressure environment.✔Led (and helped) develop internal tooling systems critical to our divisions business operations

Serve to manage VMware customer escalations and drive them to a satisfactory resolution for all stakeholders by leveraging my 16 years of working on critical customer accounts and high-pressure situations. I leverage strong relationships with support, engineering, and account management to lead issues to satisfactory outcomes. Collaborate across multiple geos to ensure escalated cases get driven to a successful conclusion. ✔ Lead critical customer escalations to satisfactory outcomes.✔ Proven track record of managing delicate situations for critical customers.✔Deliver communication to internal and external stakeholders, including senior management, account teams, engineering, and support.✔Operate in a fast-paced and high-pressure environment.

Serve as the client’s end all contact for production systems with responsibility for system health, running regular client calls and ensuring expedient and thorough resolution of top priority issues. Apply production improvement during routinely scheduled maintenance windows while aligning with Cerner best practices and initiatives. Coordinate upgrades to maintain technology goals for all servers within each domain. Operate cross-functionally across domestic and international BLR teams to ensure accuracy and efficiency, delegating work as needed to help drive forward client service requests and projects. Deliver regular security patching and managed client farms through VMWare vSphere. Focus on maintaining highly available production systems while tracking any production or non-production issues. Post go-live support for quality problem resolution management. Promoted to Lead Production Owner in 2021. ✔ Managed production and certification environments for four clients, with constant availability and the responsibility of maintaining the client relationship all the way to the CXO level.✔ Assisted in getting a new client to sign an RHO client, with the specific request for service as PO.✔ Oversaw Windows 2008, 2012, and 2016 environments in addition to OEL/RHEL 7.x.

Took on an additional serving as Project Manager for the company and coordinating upgrades while also scheduling refreshes and project details for assigned clients. Built and maintained Windows and Linux-based client systems and applications across multiple domains including production and test domains. Assisted with go-live procedures to provide updates and coordinate testing, including weekly communication threads.✔ Guided projects from inception to production domain go-live through communication with end-user leadership, consistently achieving results-driven metrics which exceeded client expectations.✔ Yielded flawless project delivery through collaboration with US and BLR System Engineer teams and utilization of tested wiki build documentation, CAB review boards, and Microsoft Project.✔ Tracked and managed project details and service requests through Jira, Navigator, and Remedy.

Hired to support widely varying client ticket requests with software generally hosted on a N+1 Linux Application apptier and an N+1 database cluster, with an additional farm of Citrix servers and varying bolt-on solutions. Assisted clients with 100+ servers within the greater environment and further separations into a production domain, a certification system, and multiple other non-production domains. ✔ Developed expertise in Careaware, Chart Search/Semantic Search, and CAMM.

Served a diversified client base with hard drive replacement, virus removal, generic IT troubleshooting, upgrades, and server management, with additional expertise in migrations and security management for commercial clients.✔ Demonstrated strength in resolving emerging issues and building sustainable relationships with clients, efforts which resulted in increased contract renewal and a reputation for satisfactory customer service.✔ Brought in multiple new clients which realized increased sales and 30+ new service hours, a display of hard work and dedication which was recognized by senior management and led to a pay raise and multiple bonuses.✔ Performed a Windows 2003 server migration for the first time and realized great success.✔ Worked with Lincoln Mattress Company to rectify prior issues of dysfunction and unify IT needs under one managed server hosting exchange plus a centralized file share for the company.

Hired to manage generic IT support, server backups, desktop upgrades, and cost accounting, transitioning from manual processes to automation and running a successful audit. Ran network cabling and deployed a centralized server.✔ Developed training courses for employees on new software and computer safety.✔ Established computer and cell phone policies to reduce company costs by closely reviewing varying contracts and pulling them together under one vendor.✔ Created connectivity solutions between buildings.