Derek Brugada Email & Phone Number

Ontario, Canada

• Provides First and Second level technical phone support and email• Managed set SLA severities for each incidents• Maintain solid client, service provider and vendor relationships• Responding to client requests for services related activities• Coordinate and escalate issues to vendors , and third party service provider to meet client’s set SLAs• Troubleshooting client requests/problems to resolution• Provide accurate reports to the Service Delivery manager and… Show more • Provides First and Second level technical phone support and email• Managed set SLA severities for each incidents• Maintain solid client, service provider and vendor relationships• Responding to client requests for services related activities• Coordinate and escalate issues to vendors , and third party service provider to meet client’s set SLAs• Troubleshooting client requests/problems to resolution• Provide accurate reports to the Service Delivery manager and Customer• Ensure effective and rapid response to major incidents• Ensure that Priority 1 breaches are reviewed and communicated to Service team• Provide updates on issues to customers and management Show less

• First and Second level technical phone support• Maintain solid client, service provider and vendor relationships• Responding to client requests for services related activities• Assisting with technical updates as required • Escalating issues to vendors , suppliers and third party service provider• Troubleshooting client requests/problems to resolution• Escalation of critical issues to the appropriate support groups• Provide accurate reports to the Service Delivery… Show more • First and Second level technical phone support• Maintain solid client, service provider and vendor relationships• Responding to client requests for services related activities• Assisting with technical updates as required • Escalating issues to vendors , suppliers and third party service provider• Troubleshooting client requests/problems to resolution• Escalation of critical issues to the appropriate support groups• Provide accurate reports to the Service Delivery manager and Customer• Ensure effective and rapid response to major incidents• Ensure that Priority 1 breaches are reviewed and communicated to the Service • Provide updates on issues to customers and management Show less

• Managed presales for servers and storage (SAN, tape backup)• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of transactions. • Prepared costing, P&L, proposal and technical write-ups for bid and projects. • Managed partners for specific project requirements such as VMWare, Citrix and Symantec• Provided technical… Show more • Managed presales for servers and storage (SAN, tape backup)• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of transactions. • Prepared costing, P&L, proposal and technical write-ups for bid and projects. • Managed partners for specific project requirements such as VMWare, Citrix and Symantec• Provided technical details and capabilities for clients Request for Information (RFI) and Request for Proposal (RFP)• Attended trade-shows, POC and demo activities. • Managed demo unit servers for demo activities. • Liaised and coordinated with Regional Presales Support Servers and Storage for product updates, technical issues, delivery, discounts, and pricing.• Provided technical support/coaching to Account Mangers during client probing • Provided product updates to clients and Accounts Managers• Coordinated new projects with service delivery group for smooth transition• Coordinated and monitored opportunity and pipeline from Vertical groups Show less

• Prepared Managed Service solutions for various industry requirements and demand.• Prepared Hardware Maintenance Proposal for servers, storage, back up devices, network equipment, desktops, peripherals and ATM. • Supported multiple platforms and hardware like IBM x-series, HP Proliant, Sun Micro Sparc, Fujitsu Primergy servers, windows OS, Redhat and Solaris• Prepared contract for the agreed Hardware Maintenance and Managed Service Solutions that includes Scope of Services, SLA… Show more • Prepared Managed Service solutions for various industry requirements and demand.• Prepared Hardware Maintenance Proposal for servers, storage, back up devices, network equipment, desktops, peripherals and ATM. • Supported multiple platforms and hardware like IBM x-series, HP Proliant, Sun Micro Sparc, Fujitsu Primergy servers, windows OS, Redhat and Solaris• Prepared contract for the agreed Hardware Maintenance and Managed Service Solutions that includes Scope of Services, SLA, Equipment inventory, exclusions, escalation procedure and call center details.• Prepared costing and quotations for clients’ specific request like on-call services, system upgrade and modules replacement• Understood clients operations and business requirements to be able to create solutions fit to clients business needs• Coordinated new projects with service delivery group for smooth transition• Represented Fujitsu service to the customer in a professional manner and assume responsibility for customer satisfaction. • Coordinated for the service requests/requirements of Getronics Regional office for local clients.• Coordinated and monitored opportunity and pipeline from Account Managers• Maintained close coordination with Service Delivery group that supports customers to ensure customer satisfaction• Visited customers with Sales Organization onsite to probe service requirements or develop new business and opportunities.• Conducted regular meeting with Customer and service delivery group for planned activity, service reviews and other issues that may impact the contract and relationship• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of transactions. Show less

• Implemented new contracts, on call services or add on services.• Developed and implemented plans for scheduled service activities such as machine upgrades, installation/relocation, predictive and preventive maintenance• Managed Field Engineers and Field Technicians • Provided technical support to Ensured 24 X 7 system availability of data centre servers, printers, desktops, peripherals, and ATM installed at customers’ site. • Attended client meetings for service review and… Show more • Implemented new contracts, on call services or add on services.• Developed and implemented plans for scheduled service activities such as machine upgrades, installation/relocation, predictive and preventive maintenance• Managed Field Engineers and Field Technicians • Provided technical support to Ensured 24 X 7 system availability of data centre servers, printers, desktops, peripherals, and ATM installed at customers’ site. • Attended client meetings for service review and service updates.• Implemented agreed service coverage and ensure customer understands importance of agreement for their business. • Discuss contract issues with client and look for potential business opportunities.• Monitored and assured agreed SLA was met to ensure customer satisfaction. • Updated customer for any issues that may impact their service update or escalate to Management for any issues that may result in customer dissatisfaction• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of transactions. Show less

• Coordinated for the service requests/requirements of Getronics Regional office for Philippine clients.• Managed transition/transfer of Getronics Philippine office accounts to Fujitsu Philippines, involves Hardware Maintenance Agreement for various accounts such as Shell, several Dell installations, Syngenta, etc.

Assigned as primary field engineer for Major Accounts. Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card reader, and back office server installed at customers' site. Performed machine upgrades, engineering changes, installation, relocation, predictive and preventive maintenance of ATM, desktops, printers, card reader, and back office server installed at customers' site.• Provided presales support that includes server and storage… Show more Assigned as primary field engineer for Major Accounts. Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card reader, and back office server installed at customers' site. Performed machine upgrades, engineering changes, installation, relocation, predictive and preventive maintenance of ATM, desktops, printers, card reader, and back office server installed at customers' site.• Provided presales support that includes server and storage configuration, system assurance based from clients’ specific requirement such as sever and storage sizing, redundancy, number of users, and expected number of transactions. Show less

Provided 24 hours X 7 days first line technical support for ATM, desktops, printers, card reader, and back office server installed at customers' site. Performed machine upgrades, engineering changes, installation, relocation, predictive and preventive maintenance of ATM, desktops, printers, card reader, and back office server installed at customers' site.