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Douglas Walsh is a Pre-Sales Engineer Enabling Account Executives To Close Deals!. Colleagues describe him as "Doug and I work for IDERA. He is Technical Pre-Sales. Account Managers, like me, depend on the pre-sales engineer ability to help the prospect evaluate our product, find value in it and produce a sale. As our product is very technical, I would say that more than half of the decision comes from the work of the pre-sales engineer. Doug has the ability to meet a customer for the first time, understand and dig into the customer's environment and needs, in a way that makes the customer feel mentored and not sold-to. Customers open to Doug because he earns his trust. And in return, Doug brings solutions, information and resources to the customer, even on things that are not IDERA related. To me, that is the textbook definition on going above and beyond your duty. Great to work with, an Eagle Scout, always volunteering for extra duties, and a refined taste on rock music.", "I worked with Doug at Simdesk Technologies and Compaq and found him to be a highly technical and service oriented customer support professional. He was an outstanding team lead and helped to build solid technical support teams at Simdesk and Compaq both. He is very customer focused and willing to assist co-workers and team mates resolve any issue.", and "Doug is a very proficient team lead with a strong technical skill set who added great value to Simdesk's helpdesk efforts."
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Field Sales Engineer - MajorsSamsara Jan 2022 - Apr 2024San Francisco, California, Us -
Pre-Sales EngineerRiversand Aug 2020 - Jan 2022Houston, Texas, UsProviding presales support for cloud native SaaS solutions for master data and product information management -
Global Se ManagerIdera Software Jan 2019 - May 2020Houston, Tx, UsManaged the global pre-sales team for LANSA, an Idera, Inc company. Also performed software demos and created and recorded training video content. -
Senior Sales EngineerIdera Software May 2016 - Jan 2019Houston, Tx, UsProvided presales support for the account management team including system demonstrations, technical calls, responding to RFP’s, and webcasts. Other responsibilities include creation of how-to videos, attending trade shows, updating and maintaining the training curriculum as well as conducting training sessions for the inside sales force and channel partners. Awarded Employee of the Quarter for Q2, 2017.
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Technical Support Engineer IiIdera Software Jul 2014 - May 2016Houston, Tx, UsProvide technical support for Idera’s performance, diagnostic, and other utilities for SQL databases. Reproduce issues submitted by customers to identify and report bugs to development. Work with the development team, product management and documentation to represent Technical Support and customers in product planning team meetings. Troubleshoot complex cases escalated from Level 1. Manage premium support customers, cases and needs. Awarded Employee of the Quarter for Q2, 2016.
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Help Desk ManagerPrecision Document Solutions Jul 2012 - May 2013Carollton, Tx, UsOversees the help desk operations and ensure that end users are receiving the appropriate assistance. Manages all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. Analyzes performance of Help Desk activities and response times, identify problem areas, works with management on solutions to improve first call resolutions, overall support process and response times. Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Oversees the development, implementation, and administration of Service Desk staffing, training procedures, and policies. Managed vendor relations including EULA agreements, RMA policies, and product qualification for Precision leasing agreements. -
System EngineerUsdataworks Jun 2008 - Jun 2012Managed team providing white glove support services to customers over the phone, email, through Goto Meeting, or directly connected over a VPN connection. Configured and maintained both Windows and Linux systems including print servers (CUPS), maintenance scripts using BASH, and various databases including SQL, db2, Oracle, and Postgres. Application server utilized either IBM WebSphere or Apache Geronimo and were installed either at the customer location or were available via the cloud in a SaaS environment. Extensive use of SQL queries used to find and correct customer problems. Identified and reported bugs to the development team and assisted in their resolution. Conducted weekly meetings with customers providing updates on bug fixes, feature requests, overview of support calls, and managed customer expectations while working with the development team to ensure issues are corrected in a timely manager in accordance with service license agreements. Although this was a manager position, we shrunk to a small efficient team and I performed all the same duties my team did. Promoted in 4/2012 to a Systems Engineer and worked closely with the sales team to help shorten the sales cycle and close deals. Worked with potential customers to setup and configure demo systems to their specifications. Other daily activities included performing webinar demonstrations, writing technical portion of proposals, and creating white papers.
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Technical Support Team LeadSimdesk Technologies Feb 2006 - Mar 2008Managed the Level 2 Technical Support Team which provided software support to our VIP customers, Service Providers, Telco’s, and VAR’s. Simdesk’s Software as a Service included client software for XP, Linux, web interface, and mobile applications. Restructured case fields and documentation to make reporting on CS more accurate. Implemented Knowledge Base practices to keep customers up to date with the most current information. Reviewed and implemented escalation procedures for filing software defects and submission of operation requests. Established weekly review meetings with 3rd level development team to follow up on any open issues escalated from Customer Service. Worked closely with development and marketing to provide direct customer feedback and product direction. Traveled with marking and sales teams to various trade shows facilitating booth setup and fielded technical questions during the show. Daily activities included level 2 phone and email support, internal desktop and laptop support, managed company wiki website, hardware and software purchasing, and credit card refunds. Trained client system administrators on configuration and use of Simdesk software. Assigned as primary contact for key accounts and new system implementation assisting in both technical and logistical issues.
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Network Installation And Configuration SpecialistNts 2001 - 2006Perform pre-manufacturing testing on new desktop and professional workstations. Testing includes use of HP components, third party hardware, Windows 98, NT4.0, 2000, XP, Novell and Linux. Interim manager of SCIT lab managing up to 12 testers. Reviewed all defect reports prior to being submitted to system engineers. Later assigned to work with the Linux Integration and Functional Testing group. Was solely responsible for installing and configuring RedHat and SuSE OS and performing certification testing and submission for inclusion on the Hardware Compatibility Lists (HCL).
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Area Customer Service RepCompaq 1994 - 1998Houston, Texas, Us
Douglas Walsh Skills
Douglas Walsh Education Details
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Lone Star CollegeProgramming Specialist -
California State University, NorthridgeElectrical Engineering
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Loyola High School, Los Angeles
Frequently Asked Questions about Douglas Walsh
What is Douglas Walsh's role at the current company?
Douglas Walsh's current role is Pre-Sales Engineer Enabling Account Executives To Close Deals!.
What is Douglas Walsh's email address?
Douglas Walsh's email address is dc****@****att.net
What is Douglas Walsh's direct phone number?
Douglas Walsh's direct phone number is +183232*****
What schools did Douglas Walsh attend?
Douglas Walsh attended Lone Star College, California State University, Northridge, Loyola High School, Los Angeles.
What skills is Douglas Walsh known for?
Douglas Walsh has skills like Technical Support, Cloud Computing, Enterprise Software, Help Desk Support, Vmware, Management, Troubleshooting, Software Documentation, Servers, Sharepoint, Customer Service, Virtualization.
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