James M. Thatcher Email & Phone Number

Heathrow, Fl

Provided ongoing and proactive technical support to Veritas’ largest and most strategic customers. Technical Customer Success Engineers are assigned to the largest and most predominant customers critical to Veritas’ success. Key Achievements:• Develop and carry out organization’s processes for ongoing strategy, quarterly business reviews, account inspection, etc.• Acted as single point-of-contact, available 24x7 on-call for each assigned Named Enterprise account for critical cases• Responsible for developing and maintaining post-sales relationships with principal Enterprise Premium Service customers• Direct crisis and incident response, working with account teams, technical support, operations and engineering teams to ensure opportune resolution, while collaborating effectively with customers• Provided monthly and quarterly business reviews both onsite and remotely to review support communications, system statuses, key issues, upcoming releases and other relevant items• Acknowledged opportunities to provide proactive, preemptive support to increase customer ROI, diminish the amount of issues experienced, and curtail customer downtime• Led discussions to increase product consumption and implementation by acting as a trusted consultant to solve customer requests• Synchronized faultless software upgrades and migrations to Veritas’ Enterprise Premier Clients• Planned and provided knowledge transference and Proactive Service delivery

Heathrow, Florida

Provided Pre-Engineering Tier III level of escalation and delivered Enterprise-level technical support for BackupExec, a multi-platform application for data backups, duplications and restores. Key Achievements:• Interacted with customers to troubleshoot root causes of software and network issues, and implement solutions and workarounds.• Worked on complex setups involving Backup Exec, Symantec DLO, Windows Operating Systems, Databases and Applications including MS SQL and VMware.• Link between support/customers and product development team.• Setting up labs to reproduce intricate customer scenarios. • Beta testing of products.• Software defect confirmation and writing E-tracks/test cases for product bugs.• Conducting Technical Evaluation Tests across the teams• Interactions with Engineering, QA and Product Impact team to work towards improvement of the product.• Conducting technical presentations.• Knowledge management: writing, editing, publishing technical solutions on product support knowledge base site.

Orlando, Florida Area

Provided Technical Support and Training for 100 end-point Call Center with computer dialer, while maintaining clearly-defined ROI goals. Key Achievements:• Upkeep and maintain computer hardware and software for over 100 client terminals• Active Directory maintenance• Installation of Windows operating systems and desktop client-side support• Troubleshooting technical support issues to ensure minimal downtime• Database management• Acquisition of future customers through online lead generation practices including web marketing and email blast campaigns, in adherence to state and federal compliance laws• Management of billing, sales and marketing analysis to ensure efficiency• Responsible for over a million-dollar annual budget for web marketing• Training and maintaining a 100-person sales staff regarding Information Technology and marketing procedures

Computer Engineering, 3.75

Associate Of Science (A.S.):Microsoft Specialization, Computer Engineering, 3.75

Specialized Associates Degree, Recording Engineering, 3.85