Eric Medrano Email & Phone Number

Remote

Miami, Fl

*Primary point of contact for service related events and escalations for two enterprise customers in the South Florida market.*Manage the service operation of SAN and storage infrastructure for enterprise sites with annual revenue of 30 – 40 million dollars.*Accountable for continual service improvement model in order to maintain environment stability.*Leader in maintaining up-to-date code revisions and addressing any areas of weakness in the IT environment.*Customer advocate during collaboration efforts between support, vendors, and the customer.*Project lead for service transition events and responsible for providing detailed status updates to management, director, and executive level user. *Responsible for addressing technical advisory and field change request on affected devices.*Perform weekly account reviews, with management and storage team, in which service request reviews and projects updates are performed.*Customer advisor and liaison for service design strategies; and between internal/external customer departments.

Reston, Va

*Responsible for being the customer advocate and primary point of contact within RSA. *Gather and present account information on a weekly, quarterly and yearly basis to high level executives and management.*Manage open cases and drive to closure, engaging additional resources when needed*Responsible for being the escalation point for my customers when issues arise*Oversee new product installation and current project upgrades*Maintain a high level of awareness of service issues effecting the RSA product environment including proactive problem avoidance behavior and maintenance practices, as well as advise my customers of RSA Technical Advisory (ETA) materials. *Establish, build and maintain positive, professional relationships at all decision levels within assigned accounts*Provide advice and consultation to customers on planned timelines and objectives*Specialize in RSA Security Analytic's, Authentication Manager, Adaptive Authentication and Data Protection Manager.

Mclean, Virginia

Duties:Identify and address issues associated with new EMC technical advisory or latest code releasesManage vendor relationsResponsible for creating and presenting root cause analysis findings to customers Managed, scheduled, serviced and maintained opened customer service requests. Team lead for audit activities Project lead for hardware installations, software upgrades and storage implementationResponsible for gathering and analyzing customers storage infrastructure needs and providing a detailed action plan for implementationGathered and analyzed system and audit logs in preparation for submittal to EMC change control process for upgrade approval. Resumed responsibilities of district service manager and strategic account manager while not availableResponsible for generating and presenting monthly, quarterly and yearly IT infrastructure report using OBIEE Oracle databaseLiaison between end user and sale representative, project managers, technical consultants and support engineersUpdated TCP/IP connection report on Oracle databaseStorage EngineerEMC Certified to perform replacements, installations and configuration changes on EMC SAN/NAS equipmentPerformed hardware installs and software upgrades on EMC SAN/NAS equipment using Windows, Red Hat or USMPerformed maintenance, upgrades and configuration changes on Cisco and Brocade switches using Connectrix Manager, Telnet connection to the EIA/TIA-232 interface and Brocade CLIEMC VNX implementation and integration with Windows Server 2012 Server Message Block 3.0 environmentResponsible in performing RecoverPoint Appliance (RPA) install and implementation of the FC or IP environmentLead engineer for EMC Clariion, Celerra, VNX and RecoverPoint Appliance product line.Implemented data migration, de-install and relocation of SAN/NAS environmentSupervised and trained all new employees on EMC SAN/NAS product line

Bachelor Of Science In Computer And Information Science With A Minor In Cyber Security, Computer And Information Sciences And Support Services

Currently enrolled, scheduled to be completed in May of 2016.

Associates, Computer Electronic Engineering