Providing worldwide technical support for SaaS based project, document, digital asset management, and proofing applications for the packaging and graphics printing industries. Managing issues with Client Support, SLA, SOP, Incident and Problem management. Client Services, training, Knowledgebase Administration.

DELL | DSGProvide advanced level technical support for Dell Software Group (formerly Quest) vRanger data protection center management. Supporting backup, replication, and repository management in a virtual environmentSupport and setup of virtual data center management (backup, restoring, and replication to Disaster Recovery (DR) sites using VMWare ESXi 4.x and 5.x and HyperV virtual environments, including host and VC client management. Assist in setup and troubleshooting of virtual servers, virtual machines, (VM) troubleshooting all aspects of VM communication and VM management. Datastore management of SAN and LAN based networks using NAS, and Deduplication storage appliances such as Dell DR4100 or EMC DataDomain. Troubleshooting of hardware based transports for data centers, such as iSCSI or Fiber Channel controllers.SQL (2005/2008/2012) databases, installation, administration and management of backup servers using virtual and physical WinTel based (2003/2008/2012) Servers

Worldwide support of Dell Software Services for eSmart (now part of Dell KACE asset management and software titling, reporting, and usage.

Worldwide support of for eSmart asset management and software titling, reporting, and usage.

Technical consulting in digital imaging, document management, printing, applications. Systems management for CAD and graphics servers in virtual and cloud environments.

• Recommendations, testing, and implementation on new equipment.• Customer training with Doctors, Technicians, Gov’t – VA.• Schedule and perform software upgrades and security patches.• PC Image inventory.• Internet/Antivirus security mgmt. • Desktop support: XP and Vista/7/2003 Server environments. • Proprietary database and client management applications.• Manage equipment exchanges and repair, warranty/service work and service contract work equipment. • QA testing of PC based medical devices per FDA regulations.• Create control documents per STO, company and FDA guidelines.

Provided technical expertise for customer service and technical support departments for all Phonak medical software PC related hardware, and IT infrastructure as it related to the products, including setup and troubleshooting of programming of hearing instruments, PC desktop support and network support. Also support of Wi-Fi and Bluetooth enabled equipment. Provided support and training of physicians, bio-medical engineers, and other IT professionals in Healthcare industry i.e. hospitals, and VA Medical centers.

Managed all technical aspects for 4 award winning scanning products providing high level technical support for sales and marketing (technical) sales presentations, and training. Provided technical expertise and product review presentations to C level management. Managed development of technical documentation and manuals.

• Mentored and trained service technicians, support personnel, and to assure thorough understanding of products and service agreements.• Maintained the highest levels of customer support and service. • Evaluated new and current helpdesk personnel performance, designed training and evaluation policies. • Served as direct link to management regarding technical support issues with helpdesk, and issues with tech support associates.• Developed training curriculum and materials; implemented product training onsite and remote. CBT’s and e- seminars and interactive multimedia packages for users, service organizations, sales, and internal operations. Management of all aspects of the training lifecycle, including training curriculum, medium used and training scheduling.• Managed and developed technical documentation, design and update of user and service manuals using MS Word, Adobe Framemaker and Corel designer. Developed training videos and product simulations for sales demos using Adobe Captivate.