Managed server product portfolio for mainstream channel customers. Collaborated with supply chain team members and part/system vendors to ensure product inventory and demand levels were met.Controlled product life-cycles for server products specifically to do with end-of-life and next generation transitions. Directed New Product Introduction(NPI) process for new product launches. Launched Intel Sapphire Rapids and AMD Genoa generation server products. Conducted the Engineering Change Request/Order(ECR/ECO) process for server products.

Produced BOM architecture with sales members from customer interactions (calls/meetings/emails) to create a successful solution to the customer’s needs.Worked with sales members on quote/SOW/order review to insure specifications and requirements are accurate and achieved.Collaborated with sales teams to communicate our products & services and understand customer needs and requirements.

Resolved client problems and issues with server, laptop, and desktop systems over remote connections, email, and phone. Including logging and documentation necessary to open, escalate, and close cases via Microsoft Dynamics CRM.Managed and launched the knowledge-base program, focusing on aiding in the use, creation, and management of the department’s article knowledge-base.Assisted in the API interaction project between the companies and third party support provider’s CRM applications. Led the testing of the API interaction and workflow.

Resolved client problems and issues with software products over remote connections, email, and phone. Including logging and documentation necessary to open, escalate, and close cases via Salesforce.Was a member of the operations launch team, escalation team, and the support team lead. In these roles, I assisted in the launching of new products and the management & communication of escalations between the support and development departments.Assisted testing new software version releases with development before actual release. Tested functionality of release features & overall function and reported results back to software development team.Trained new employees to the support group. This includes the creation of the training program.Created technical documents; e.g. user guides, FAQs and other resource materials.A member of the knowledge-base champions group who’s goal is to aid in the use, creation, and management of the product’s article knowledge-base.

Resolved user problems with data storage products over email and phone. Including logging and documentation necessary to escalate, close, or dispatch cases via Salesforce. Tested and compared current & future data storage solutions and products. Conducted product research and evaluation, compatibility analysis for specific customer applications, and tested product configurations.Trained new employees to the tech support department.Managed inventory of department equipment. Developed labeling system for drives and RAID/server chassis for identification and tracking purposes. Oversaw the movement of equipment into and out of the department.Managed and scheduled on-site installations. Assigned field engineers to site installs and scheduled those dates with customers & engineers.