As a Senior Professional Services Consultant I provided a large enterprise corporation remote managed service for their Connected Backup environment. Conducted troubleshooting, maintenance, upgrades, disaster recovery, documentation, training, and implementations for all Connected Backup servers and clients across datacenters worldwide.• Maintained and managed 90 multi-terabyte Connected Backup servers resulting in almost 100% uptime.• Managed the implementation and operations of Connected Backup client software for over 50,000 users worldwide to fulfil company compliance.• Remodeled and implemented a knowledge base, for use by the helpdesk and end users, with product documentation, frequently asked questions, training presentations, and troubleshooting for common Connected Backup and Windows issues. This greatly reduced the amount of tickets that were opened and or escalated. • Developed automation scripts to solve common issues on end user’s machines, using Windows PowerShell, for use by level 1 help desk. This lowered the amount of tickets being escalated to level 2 by half. • Promoted to Senior Consultant, 3 months after starting role, because of customer satisfaction and extending the RMS contract.

As a Technical Account Manager I served as a primary escalation point for all technical and operational issues for both the customer and HPE delivery organizations. I ensured that the customer’s expectations around service delivery was met. • Managed customer’s expectation and projects by developing performance metrics, reporting, weekly meetings, and account management.• Performed various levels of Professional Services projects for the client which achieved a higher level of service and consistency. Projects worked included Connected Backup server and client upgrades, installs, migrations, and written procedures. • Monitored all customer service requests to ensure that service cases were being opened correctly and closed on time. This resulted in maintaining all service level agreements as well as providing the customer with a higher level of support.

As an Account Service Representative I was assigned 10 enterprise accounts in which I provided account management services. • Facilitated onsite monthly and or quarterly meetings to review clients support maintenance, environment, code upgrades, software support, compatibility, failure and root cause analysis, and future software and hardware solutions. This achieved a pro-active support to the customer.• Provided account management, maintenance/recovery support, and maintained internal system records.

As a Customer Engineer I performed preventative and remedial maintenance of EMC storage arrays at customer locations in different operating environments.• Completed over 250 hours of corporate classroom training focused in NAS, SAN, CAS, Replication, and Disaster Recovery. With this training I achieved my Storage Technology Foundations Certification. • Diagnosed system malfunctions to isolate issues to EMC, other OEM vendors or software, and developed appropriate actions plans that I administered. • Performed pro-active and reactive maintenance according to established procedures to ensure system availability.

• Support more than 400 government employees from Pratt and Whitney with computer, network systems and peripheral devices.• Installed, configured (using imaging software), maintained and troubleshot applications• Resolved Windows, Internet Explorer, and other PC software related issues.

• Overseen daily operations of PC hardware for station and office equipment.• Managed, built, and configured PC server to have radio station broadcast over the internet worldwide, which resulted in an award from the University.