Dan Hatch Email & Phone Number

Service Desk SupervisorPresidents Club Winner 2015Presented the Award of Recognition and Achievement from Veritas Technical Support Partner Program for acceding 98% annual case closure for two consecutive years.Promoted to Service Desk manager for post sales support of Enterprise accounts. As Service Desk Manager increased average customer satisfaction scores from low 3’s to 9 and 10 by instituting sound customer service and case management principles by coaching and providing guidance to team of Support Engineers. Increased case closure from 60 percentile up to the 90 percentile or above which result in maximization of Vendor rebates. System EngineerPre and Post sales Oracle Enterprise Systems and UNIX Operating System Support,Solution Design, Hardware integration, and Configuration, Application and OS upgrades, and Patch management, Pre/Post Sales Tier 1&2 Support of Veritas Storage Foundation, Cluster Server and NetBackup application products. Tier 1 and 2 NetApp hardware support and case management.

Network Security EngineerPerform hardware, operating systems and application installations, including Solaris 8/9, Trusted Solaris 8, Windows and Red Hat Linux. Install and configure centralized Network Security Controllers and Network Security Devices; manage user accounts using, Smart Cards, CLI and Solaris Management Console. Troubleshoot complex network issues via snoop and Protocol Analyzers. Handle duplexing, routing and IP address configuration, OS hardening and Security Audits. Lead Security Engineer for the demo suite, used for Navy League, PACOM, CENTRIX, SPAWAR and other Military Conferences. Served as alternate engineer for JWID project and Team Lead for Sun Competency and other vendor certification programs.