As a Server/Storage Technical Support Engineer, I bring over (24) years of Level I, II, and III call center environment skills supporting both local and remote managed network systems. Provide hands on product and knowledge-based training to both domestic and international IBM support centers. Collaborated with Agile Scrum Master’s and IBM Product Development Team providing engineering feedback on new IBM both current and new software and hardware products. Performed qualifying and testing of new development products. Performed PMO role to bring resolutions to known product defects with OEM hardware vendors. Analyzing logs to identify product functional issues and performed new software code testing and optimization for IBM Server and Storage IT products.ACCOMPLISHMENTS- Engaged member of the IBM Agile Product Development Team for (9) years providing technical feedback and suggestions for new software & hardware products.- Coached & trained engineers through diagnosing hardware issues by analyzing software logs- Gave directives on how to explain and develop technical action plans to customers- Strengthened team performance, growth & success by providing consistent positive feedback - Attended Technical Sales teams conference calls to help debug hardware issues that affected new/ongoing revenue. In total, I helped to win over $13M+ in new sales- Developed and published training materials for Worldwide Technical Support teams- Created & web published over (100) internal/external Technical Knowledgebase Articles- Developed and delivered product specific tech support templates to IBM Call Centers that helped to increase productivity and excellent customer satisfaction. CERTIFICATIONS & SKILLS- Agile Project Management and Scrum Master Support- Microsoft Certified Professional Systems Engineer (MCPSE)- IBM System x / Lenovo Thinksystems Server and Tape Storage Solutions- IBM/NetApp E-Series DCS3700, DCS3860, DS3500, EXP Storage Arrays and Expansions