Promoted to Job Coach Trainer

Datacenter Hardware Specialist 2002-2017The Datacenter Hardware Specialist (DHS) works to develop strong customer relationships to understand their goals, requirements and current environment. They maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. A DHS is named to the customer and is responsible for reactive hardware and contracted proactive support services. DHS acts as collaborator with the Technical Solution Specialist for… Show more Datacenter Hardware Specialist 2002-2017The Datacenter Hardware Specialist (DHS) works to develop strong customer relationships to understand their goals, requirements and current environment. They maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. A DHS is named to the customer and is responsible for reactive hardware and contracted proactive support services. DHS acts as collaborator with the Technical Solution Specialist for reactive and the Technical Account Manager for proactive deliverables. They install and repair hardware, review all new hardware service notes, install recommended engineering improvements, and conduct site surveys. The DHS configures system hardware, software and network components and assembles and integrates system/product, and verifies system/product operation. The DHS applies proactive monitoring procedures to identify problem prevention opportunities. The DHS will escalate issues as needed according to established procedures. DHS is also responsible after-hours and weekend support for non-assigned customers, assistance to local field support technicians and availability for any other reactive/proactive requests.Hardware Field Service Technician 1981-2002Delivered on-site preventative and corrective maintenance on business server configurations, Storage Area Network (SAN) devices, enterprise backup solutions, network configurations, tape drives, system printers, disk drives and office environment equipment.• Attained advanced proficiency in server, disk array and network maintenance.• Primary dedicated area and site Customer Engineer for services to provide customer continuity.• Mentored new hire Customer Engineers in onsite procedures and best practices.• Call center screening experience in remote resolution and problem/part recommendationRegular on-call for onsite after hours and weekend support of customers in Northern California and Bay Area Show less