Devon Cassidy Email & Phone Number

Ottawa, On, Ca

Ottawa, Ontario, Canada

I was responsible for:• Hosting outcome focused customer technical discussions.• Hosting workshops, for both technical and business alignment.• Customer presentations and demos.• Working with customers on their technical road maps.• Engaged with customers as a trusted adviser on subjects such as disaster recovery and growth planning • Both providing and arranging for customer enablement.• Providing alignment with customer requirements and product capabilities.•… Show more I was responsible for:• Hosting outcome focused customer technical discussions.• Hosting workshops, for both technical and business alignment.• Customer presentations and demos.• Working with customers on their technical road maps.• Engaged with customers as a trusted adviser on subjects such as disaster recovery and growth planning • Both providing and arranging for customer enablement.• Providing alignment with customer requirements and product capabilities.• Provided scoping assistance when engaging PSO services.• Driving adoption of VMware products within the customer environment.• Providing customer engagement forums for 2 way communication.• Composed RFI/RFP responses to bid for Government of Canada contracts.In addition to standard SE duties, I worked closely with my AE selling for defence and intelligence customers of VMware. This included working on account plans to execute and go to market strategies. I worked with the extended team (AEs, TAMs, specialists and BUs) to positively affect customer outcomes. As part of the account team, I helped grow our team's the Book of Business from $10 million to $17 million in annual revenue.Due to limited available, and knowledgeable resources that were both local and cleared, I was also the chief solution architect for secure and classified environments designing environments for multiple agencies. As well, I provided customer success/TAM services to our defence and intelligence customers. Show less

Ottawa, Ontario, Canada

Due to limited available, and knowledgeable resources that were both local and cleared, I worked contemporaneously performing some TAM/ Customer Success duties.• Provided solution design and deployment information• Provided support for classified customers• Acted as the primary contact for clients.• Documented customer needs and goals.• Resolved technical issues and provided best-practice guidance.• Coordinated responses to incidents and outages.• Assisted… Show more Due to limited available, and knowledgeable resources that were both local and cleared, I worked contemporaneously performing some TAM/ Customer Success duties.• Provided solution design and deployment information• Provided support for classified customers• Acted as the primary contact for clients.• Documented customer needs and goals.• Resolved technical issues and provided best-practice guidance.• Coordinated responses to incidents and outages.• Assisted customers with developing disaster recovery plans, and implementation• Trained clients on product features and updates.• Monitored account usage and performance metrics.• Provided client feedback for product/service improvements.• Developed technical road-maps with clients.• Conducted Quarterly Business Reviews (QBRs). Show less

Palo Alto, California

• Acted as a trusted adviser for clients in finance, healthcare, retail, and governments of both Canada and the United States at all levels.• Gathered and analyzed client requirements for VMware solutions tailored to the customer specific needs.• Presented tailored solutions, proposals, and project plans aligned with customer needs.• Lead software implementation, configuration, and integration projects.• Developed and delivered customized work-flows, templates, and systems to… Show more • Acted as a trusted adviser for clients in finance, healthcare, retail, and governments of both Canada and the United States at all levels.• Gathered and analyzed client requirements for VMware solutions tailored to the customer specific needs.• Presented tailored solutions, proposals, and project plans aligned with customer needs.• Lead software implementation, configuration, and integration projects.• Developed and delivered customized work-flows, templates, and systems to address customer requirements.• Designed and implemented and tested disaster recovery plans for VMware and related services • Provided advanced troubleshooting and support for complex issues.• Created and executed test plans, quality assurance, and optimization processes tailored to customer needs.• Designed and developed proof-of-concept solutions.• Coordinated resources to align with client goals and time-lines.• Conducted training sessions for client teams on tools and processes.• Mentored junior consultants and new hires.• Supported business development by contributing technical expertise and vertical insights to proposals.• Prepared and maintained comprehensive project documentation, user manuals, technical specifications, and training materials. Show less

Burlington, Ontario

• Acted as the main point of contact for assigned customer accounts.• Established, developed and maintained strong, long-term relationships with customers.• Ensured customer satisfaction by addressing concerns and resolving issues promptly.• Guided new customers through on-boarding processes.• Provided training and resources to ensure effective adoption of products or services.• Monitored customer usage, performance, and satisfaction levels.• Proactively managed account… Show more • Acted as the main point of contact for assigned customer accounts.• Established, developed and maintained strong, long-term relationships with customers.• Ensured customer satisfaction by addressing concerns and resolving issues promptly.• Guided new customers through on-boarding processes.• Provided training and resources to ensure effective adoption of products or services.• Monitored customer usage, performance, and satisfaction levels.• Proactively managed account renewals and retention strategies.• Served as the voice of the customer within the organization.• Advocated for customer needs and priorities to product, support, and development teams.• Gathered customer feedback to improve products, services, and overall customer experience.• Anticipated customer challenges and to address them before they escalated.• Provided recommendations and best practices to help customers achieve their goals.• Conducted regular check-ins and business reviews to align on progress and future plans.• Tracked and reported on key metrics like customer health, satisfaction, and usage.• Delivered insights through regular reports and presentations to customers. Show less

Burlington, Ontario

• Collaborated with Engineering cross-functional teams to drive and influence future product quality.• Created and delivered trend analysis reports to Engineering to inform product development.• Actively contributed as a member of a tiger team for resolving large or complex customer issues.• Authored technical documents, such as Knowledge Base articles and white papers, to support product use and troubleshooting.• Provided training and contributed to the development of new… Show more • Collaborated with Engineering cross-functional teams to drive and influence future product quality.• Created and delivered trend analysis reports to Engineering to inform product development.• Actively contributed as a member of a tiger team for resolving large or complex customer issues.• Authored technical documents, such as Knowledge Base articles and white papers, to support product use and troubleshooting.• Provided training and contributed to the development of new training materials, enhancing team knowledge and performance.• Reviewed documentation, including Engineering Functional Specifications and Knowledge Base articles, to ensure accuracy and clarity.• Planned and participated in beta support initiatives to gather user feedback and improve product features.• Assisted in identifying requirements for the Global Services lab to support testing and development.• Served as a liaison in developer meetings for Global Services, facilitating knowledge sharing and collaboration between teams.• Led and participated in regular operations support meetings, ensuring effective communication and issue resolution. Show less

Burlington, Ontario

• Provided advanced technical support to customers via phone or email.• Performed troubleshooting, diagnosed, and resolved complex VMware related software and configuration issues.• Reproduced customer-reported issues in controlled environments for detailed analysis.• Handled escalated cases requiring deeper technical expertise or collaboration with engineering teams.• Acted as the point of contact for high-priority or critical issues to ensure prompt resolution.• Maintained… Show more • Provided advanced technical support to customers via phone or email.• Performed troubleshooting, diagnosed, and resolved complex VMware related software and configuration issues.• Reproduced customer-reported issues in controlled environments for detailed analysis.• Handled escalated cases requiring deeper technical expertise or collaboration with engineering teams.• Acted as the point of contact for high-priority or critical issues to ensure prompt resolution.• Maintained detailed documentation and provide updates to all stakeholders during escalation processes.• Communicated technical solutions effectively to both technical and non-technical audiences.• Provided regular updates and time-lines to customers on escalated case progress.• Delivered high-quality, customer-centric service to maintain satisfaction and trust.• Conducted in-depth investigations to identify root causes of escalated issues.• Collaborated with cross-functional teams (product, QA, and engineering) to develop and implement long-term fixes.• Provided actionable feedback to improve product quality, reliability, and usability.• Documented findings and resolutions for future prevention and knowledge sharing.• Created and maintained detailed documentation for complex issues and solutions.• Contributed to internal and customer-facing knowledge bases, FAQs, and troubleshooting guides.• Tested and validated software fixes or features before release to customers.• Mentored junior support engineers. Show less

Burlington, Ontario

• Provided client management for all customer IT related services and solutions.• Ensured Service Level Agreement (SLA) targets were consistently met, maintaining operational excellence.• Engaged in proactive server and network systems monitoring to detect and resolve issues early.• Executed scheduled maintenance activities to ensure optimal system performance and reliability.• Performed user and system administration for MSP customers.• Provided maintenance and support for… Show more • Provided client management for all customer IT related services and solutions.• Ensured Service Level Agreement (SLA) targets were consistently met, maintaining operational excellence.• Engaged in proactive server and network systems monitoring to detect and resolve issues early.• Executed scheduled maintenance activities to ensure optimal system performance and reliability.• Performed user and system administration for MSP customers.• Provided maintenance and support for managed virtual environments. • Performed escalation support for call center• Conducted on-site installations services for managed clients, ensuring seamless deployment of IT solutions.• Acted as an IT Consultant, delivering expert problem-solving services for managed clients.• Conducted proactive product demonstrations to showcase the latest technology solutions and their benefits to clients.• Led service offering discussions, tailoring solutions to meet specific client needs and goals.• Collaborated with sales and technical teams to ensure a seamless integration of services and products.• Engaged clients in discussions about future technology trends and how new products could address their evolving business challenges.• Provided leadership and training to level 1 support staff, enhancing team capabilities and performance.Accomplishments• Leveraged skills gained from previous employers to initiate a new server monitoring and maintenance program for all MSP customers, aimed at identifying customer issues and uncovering potential sales opportunities.• Led a project to upgrade the infrastructure for a 17-location medical care provider company, significantly improving system reliability and performance.• Successfully collaborated on a project with the University of McMaster, delivering tailored IT solutions to meet their needs.• Team lead on multiple small government projects in the Greater Toronto Area, ensuring efficient and secure IT operations. Show less

Hamilton, Ontario

• Proactively monitored server and network performance, conducting scheduled maintenance to ensure optimal operation.• Administered and troubleshot Active Directory, DFS, and Exchange, managing user accounts, group policies, and email flow.• Provided remote desktop support, resolving software, hardware, and network issues to minimize downtime.

Burlington, Ontario

• Assisted in client management for IT related services and solutions• Engaged in proactive server and network monitoring and scheduled maintenance activities• Performed administration and troubleshooting for Active/Directory and Exchange• First point of customer contact• Performed remote desktop support

Windsor, Ontario

• Conducted pre-sales discovery with customers to determine business needs, working closely with the Sales department on product recommendations.• Provided pre-sales solution support, assisting with the design and presentation of technical solutions to potential clients.• Collaborated with the Sales department on product recommendations and presentations.Designed and wrote comprehensive technical documents to support IT solutions.CCD, as well as being a VAR and MSP, also… Show more • Conducted pre-sales discovery with customers to determine business needs, working closely with the Sales department on product recommendations.• Provided pre-sales solution support, assisting with the design and presentation of technical solutions to potential clients.• Collaborated with the Sales department on product recommendations and presentations.Designed and wrote comprehensive technical documents to support IT solutions.CCD, as well as being a VAR and MSP, also provided private training. In addition to my regular duties• Taught students in computer service and repair, fostering a practical understanding of IT systems.• Taught students networking skills, providing practical knowledge of computer communication and network operations.• Coordinated co-op students, including their evaluations, to ensure successful work placements.Achievements:• Successfully completed multiple projects for the University of Windsor IT Services department.• Managed multiple projects from initiation to completion, aligning with client objectives and timelines. Show less

Hamilton, Ontario

Key Responsibilities:• Conducted pre-sales discovery with customers to determine business needs and worked with the Sales department on product recommendations.• Provided pre-sales solution support, assisting with the design and presentation of technical solutions to potential clients.• Conducted comprehensive project scoping and planning for IT deployments in small business environments.• Provided client management for IT-related services and solutions, maintaining strong… Show more Key Responsibilities:• Conducted pre-sales discovery with customers to determine business needs and worked with the Sales department on product recommendations.• Provided pre-sales solution support, assisting with the design and presentation of technical solutions to potential clients.• Conducted comprehensive project scoping and planning for IT deployments in small business environments.• Provided client management for IT-related services and solutions, maintaining strong relationships and addressing ongoing needs.• Delivered post-sales technical support and training to ensure smooth transitions and client satisfaction.• Designed and wrote comprehensive technical documents to support IT solutions. Show less

Hamilton, Ontario, Canada

Key Responsibilities:• Conducted comprehensive project scoping for IT deployments in small business environments.• Managed projects from initiation to completion, ensuring adherence to timelines and deliverables.• Installed and configured server and networking hardware.• Implemented security infrastructure, including both hardware and software solutions.• Deployed and managed Microsoft technologies such as Windows Server, Active Directory, and Exchange.• Provided… Show more Key Responsibilities:• Conducted comprehensive project scoping for IT deployments in small business environments.• Managed projects from initiation to completion, ensuring adherence to timelines and deliverables.• Installed and configured server and networking hardware.• Implemented security infrastructure, including both hardware and software solutions.• Deployed and managed Microsoft technologies such as Windows Server, Active Directory, and Exchange.• Provided post-deployment support and training.Skills and Achievements:• Successfully delivered numerous projects, aligning with client objectives and timelines. Show less

Windsor, Ontario, Canada

• Identified and prospected new business opportunities.• Developed and maintained relationships with clients to understand their continual needs.• Conducted product presentations and demonstrations to potential customers.• Prepared and delivered sales proposals, quotes, and contracts.• Negotiated pricing and terms to close sales agreements.• Met and exceeded sales targets and performance metrics.• Provided ongoing support and service to ensure customer satisfaction.•… Show more • Identified and prospected new business opportunities.• Developed and maintained relationships with clients to understand their continual needs.• Conducted product presentations and demonstrations to potential customers.• Prepared and delivered sales proposals, quotes, and contracts.• Negotiated pricing and terms to close sales agreements.• Met and exceeded sales targets and performance metrics.• Provided ongoing support and service to ensure customer satisfaction.• Stayed updated on industry trends, competitors, and market developments.• Maintained accurate records of sales activities and client interactions in CRM systems. Show less

Windsor, Ontario, Canada

Responsibilities:• Scoped and planned IT deployment projects for small businesses.• Managed basic project management tasks, ensuring timely and successful project completion.• Deployed server and networking hardware.• Implemented security hardware and software to safeguard company data.• Deployed and configured Microsoft-based software, including Windows Server, Active Directory, and Exchange.• Provided technical support and training to clients for seamless integration… Show more Responsibilities:• Scoped and planned IT deployment projects for small businesses.• Managed basic project management tasks, ensuring timely and successful project completion.• Deployed server and networking hardware.• Implemented security hardware and software to safeguard company data.• Deployed and configured Microsoft-based software, including Windows Server, Active Directory, and Exchange.• Provided technical support and training to clients for seamless integration and operation.Skills and Achievements:• Successfully completed multiple projects, meeting client requirements and exceeding expectations. Show less

Worked in a factory while attending courses for networking and infrastructure.

As a member of the Royal Canadian Armed Forces, I was trained and had duties• Teamwork• Leadership• Electronic communication technologies• Remaining effective while under stress• Secure operational communications