David Asmus Email & Phone Number

Colorado, United States

Greater Denver Area

Broomfield, Co

• Drive customer satisfaction of by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required.• Proactively escalate customer issues and work with Sales, CPD, PSE, PM to assign appropriate priority.• Providing high quality Live Answer technical support to program account base.• Provide onsite support if required.• Complete a formal root cause analysis for resolved issues at customer request.• Complete KB articles for all resolved issues.• Provide best effort support for customers operating on/in unsupported configurations.• Retain ownership of customer issue from creation to closure.• Assist customer outside of normal business hours if required• Facilitate the on boarding process of new accounts by leading the initial engagement meetings.• Complete comprehensive site profile documents ensuring the customer’s VMware infrastructure and architecture is documented.• Manage account document repository ensuring accuracy and completeness.• Proactively notify the customer on a weekly basis with product alerts, new KB articles and bug updates that relate to their environment.• Review customers change management process / documents for gaps against know best practices.• Assist the customer with support planning, upgrade and maintenance updates by providing input to implementation plan and alerting peer center of upcoming change.• Conduct weekly or monthly case reviews to identify issue trends and opportunities for corrective actions• Work with greater VMware Account Management team to ensure overall customer satisfaction with Global Support Services

Broomfield, Co

Brromfield, Co

Enterprise Desktop/Thinapp

Administer over 100 servers and 1200+ users, assisting with network access, printing, and application software operation. Configure and implement new servers into the network. Responsible for establishing and maintaining user accounts, network security, back-up devices, and installing and maintaining servers. Key roles in the design, implementation, and maintenance of Microsoft Windows Active Directory 2003 network system. Blackberry Server Admin. Serve as the initial point of contact for resolution of desktop related problems. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows NT, Windows 2000 Professional, XP, MS Office, e-mail, and hardware and peripherals. Key Contributions: Key role with in the migration from an NT4 Domain to a 2003 Active Directory Domain. Designed and implemented replacement of Desktop Computers with Citrix Server Solution, resulting in a reduction of administrative costs, increased security, and an updated computing environmentImplemented and configured the Virtual infrastructure, on ESX 3.5, and also upgraded to vSphere 4.0