Fabio Augusto Miranda Martins Email & Phone Number

Along with the Senior Technical Account Manager duties, I'm responsible for:- Investigate issues reported by customers, research, work on reproducer labs, provide solutions, engage other Engineering teams as necessary;- Resolve complex issues with Canonical's products;- Own results and SLAs for my support cases as well as my team's;- Work with Management and Leadership as a Team Leader;- Replace Management during their absence;- Participate on Roadmap and team strategy decisions;- Work cross team at Canonical to ensure ours and our customers Success;

Along with the Technical Account Management responsibilities, it includes ensuring that the objectives of the most critical accounts are being attended, mentoring team members, assisting managers with technical leadership duties, working with other departments, such as Project Management and Consulting team to evaluate the activity handover between Consultancy and Support, among others.

Responsible for Technical Support and Relationship Management between Canonical and specific customers (accounts). Areas of focus were mainly Canonical products, including but not restricted to:- Ubuntu;- LXC/LXD;- Openstack;- Kubernetes;- MAAS;- Juju;- Ceph;- Landscape.The relationship management involves regular meetings with the customer, presenting results on a quarterly / annual basis and also making customer customer's needs and expectations are met within Canonical, which includes engaging resources from several different areas (Product, Sales, Engineering) to fulfill our objectives.

São Paulo E Região, Brasil

Along with the Advisor Software Support Specialist roles, I provide Remote and On-Site Technical Support for all IBM Brazil internal and external Customers. This support scope consider how-to questions, problem determination, root cause analysis, performance concerns and other general complex issues. By being the Technical Leader of the Team, I'm always engaged on the most critical situations.I lead the POWER Systems Support Team in IBM Brazil. I also provide Senior advise and consulting services to Pre-Sales, Sales, Delivery, Ombudsman, Outsourcing, Delivery, Staff and Management Teams on key business. I'm responsible for providing mentoring, carrer and technical training for other Team Members, as long as planning their training path and supporting management during selection process of new hirings and providing management with technical and strategic background during important decision making.These are the products I provide technical support to: POWER4, POWER5, POWER6, POWER7 Systems; AIX Operating System (From AIX 4.3.3 to AIX 7.1); High Availability with PowerHA (Former HACMP); LPAR Management; Virtual I/O Server; HMC; FSM; SDMC; IBM Director, Pure Systems; LPM; AME; AMS; BladeCenter; DS8000; DS5000 and DS4000 product families; XIV Systems; Storwize V7000; Storage Area Network: Brocade switches and directors.I'm also engaged on being a local representative of IBM Engineering teams, applying locally the skills that I've developed during 2 International Assignments, being a focal point for PowerHA and PowerVM Virtual I/O Server products, being constantly engaged with such teams, escalating issues and collaborating with them in order to find the best solution for our customers.

São Paulo E Região, Brasil

Along with the Software Support Specialist roles, the most notable points of the new assignment are:- Implementation and Migration of environments based on POWER and IBM Storage Systems;- Planning and Technical Leadership of high-complexity projects;- Advanced technical support (remote and on-site) for AIX, VIOS, PowerHA (HACMP), HMC, SDMC, Storage, Pure Flex, GPFS and Linux (SLES and RHEL);- Lead of the skill transfer program to our new hirings;- Work with the IBM Management and Executive team during meeting about critical problem handling to provide accurate reports;

São Paulo E Região, Brasil

Performed a advanced technical support to IBM customers, on both remote and on-site basis, for the following operating systems / products:- AIX 4.3.3, 5.3 and 6.1;- Red Hat & Novell SuSE Linux flavours, on Intel, POWER and System Z platforms;- Off-shift work on sev 1 problems, which means unavailability of critical environments;- Off-shift work on planned outages;

São Paulo E Região, Brasil

Performed an entry-level remote support for IBM internal employees on corporative applications (Lotus Notes, MS Office bundle, Sametime), local and remote network access (IBM Internal LAN/WAN, AT&T VPN Client) and desktop operating systems (Microsoft Windows XP and Red Hat EL-based internal distro).

São Paulo E Região, Brasil

- Implemented and Administered the networking (Switches and Cabling);- Planning and implementation of Security and Backup Policy on Linux Environment;- Implementation, Configuration and Administration of Windows and Linux workstations;- Implementation and Administration of DNS, SMTP, HTTP, NFS, SAMBA and Proxy (Squid) Services on Linux Servers;

São Paulo E Região, Brasil

- Performed Network and Systems Administration for Linux (Red Hat 7) and Windows NT 4.0;- Implemented the Local Area Network for the Administrative Dept. of the School;

Bachelor'S Degree, Computer Science

Technical High-School, Information Technology