•Manage and develop strategic relationships with assigned accounts.•Regular cross-team engagement with Support Engineers, Managers, Delivery Leads, Engineering, and Development on complex issues to efficiently resolve.•Collaborate with the Sales team to understand customer requirements and opportunities for growth/expansion•Gain a deep understanding of the customer's business and security priorities to provide the most relevant and effective support•Extract and analyze relevant data to detect trends•Compose and present get-well plans when trends are discovered•Triage technical support to customers on Palo Alto Networks products and services, including troubleshooting and issue resolution.•Proactively manage customer support cases to ensure timely resolution and minimize downtime.•Identify customer issues, escalating complex problems to engineering teams as needed.•Track and report on key performance indicators (KPIs) to measure customer satisfaction and the effectiveness of support provided.•Develop and deliver weekly, monthly, and quarterly operational overview reports to summarize support progress and any outstanding issues.•Deliver exceptional customer service through clear and consistent communication.•Stay up-to-date on the latest Palo Alto Networks products and technologies through ongoing training on Palo Alto Networks products•Lead regular customer meetings and events to build stronger relationships and understand all customer concerns

As a Support Account Manager (SAM) at Snowflake, I play a vital role in ensuring customer satisfaction and maintaining strong partnerships with Snowflake's largest and most strategic clients. As the SAM I am the primary point of contact for the assigned customer accounts, acting as a liaison between the client and Snowflake. A key objective in the SAM role is to understand the client's needs, proactively address their concerns, and provide exceptional support throughout their post sales journey.Some of my key responsibilities at Snowflake:●Build and nurture strong client relationships: Establish a rapport with clients, gaining an in-depth understanding of their business goals, challenges, and requirements. ●Point of Escalation: Own all escalations to resolution. Engage the necessary resources, manage expectations, and provide updates internally and externally throughout the escalation process to resolution●Account management and support: Oversee the entire support process, manage customer inquiries, ensure prompt resolution of problems and incidents. ●Customer Advocacy: Act as the customer advocate within the Snowflake, ensuring customer feedback, needs, and priorities are communicated to relevant teams. ●Proactive customer engagement: Proactively approach and regularly engage with clients to identify opportunities for product improvements, offer training and guidance on software usage, and provide recommendations for maximizing their investment in the software.●Account growth and upselling: Work closely with the sales team and identify potential growth opportunities within assigned accounts. ●Customer feedback and insights: Gather customer feedback, analyze trends, and provide valuable insights to the product development and management teams. ●Routine Metrics and Reporting: Track and report on customer success metrics. Provide regular reports and insights to internal and external stakeholders

The Technical Account Manager (TAM) plays a key role within the Customer Support organization. As the TAM, I am responsible for managing specific account's experience through strong relationship building and product knowledge. The TAM is the primary point of contact, resolution driver, and customer advocate for major projects and escalations while leveraging cross-functional relationships within AppDynamics to maintain and enhance customer confidence in the Application Performance Monitoring platform. As a TAM at AppDynamics the top objective is to provide an industry leading customer experience for AppDynamics customers in both a proactive and reactive manner.

Focus on problem resolution, account growth, product utilization, relationship building, escalation management and overall account success. Perform weekly, monthly and quarterly reporting of all support issues with trend analysis. Proactively monitor all support issues of assigned accounts and ensure proper routing and assignment.Responsible for building and maintaining trusted adviser, post-sales relationships with a designated set of Automation Anywhere’s most complex, premier customers. This is achieved by providing them a high-touch support experience. Work closely with internal teams (Customer Success Management, Strategic Account Managers, Support Engineer and Developers), to ensure all gaps are seamlessly bridged between the customer and Automation Anywhere providing a superior technical support experience.

Focused on providing products to customers to solve problems and fill gaps. Products and services include: Data center collocation, network/IP services, OpenStack managed Infrastructure as a Service (public and private), disaster recovery as a service using VMware/Hyper-V, Zerto/Veeam. KEY COMPETENCIES: DATA CENTER & TELCO KNOWLEDGE, LEADERSHIP, PROJECT MANAGEMENT, SALESAcquired largest deal in region in 2017, meeting customer’s needs and budget, and increasing revenue 35% for the market● Engaged with customer to gather requirements for project● Gathered all technical requirements for design● Assembled internal team and external vendors to put solution in placeKEY COMPETENCIES: PRODUCT KNOWLEDGE, SALES, LEADERSHIP, CUSTOMER SERVICE, SATISFACTION, AND RELATIONSHIP MANAGEMENTImproved customer satisfaction for central region, increasing customer retention and sales● Engaged with clients to discover needs, concerns, and ideas● Maintained contact with customers at all points of sale to ensure satisfaction● Provided input, support, and advice on products soldKEY COMPETENCIES: TRAINING & DEVELOPMENT, PROCESS IMPROVEMENT, LEADERSHIP, INITIATIVE, PRODUCT KNOWLEDGEOnboarded new account executives using enhanced hire training● Discovered old training material was out of date and insufficient● Authored new materials and provided training of all products to new hires● Created open dialogue with new account executives to ensure material was comprehended and being used to present all value propositions

Enabled and supported IBM Sales and Account Teams to allow prosperous growth in existing accounts and the addition of new logos. Maintained expert knowledge on IBM Cloud IaaS/PaaS/SaaS, security, storage, and Network. Provided clients with technical product advice and sales support on IBM Cloud products during pre-sales discussions and solution design. Proficient in technical customer presentations/deep dives, product demonstrations, configuration, and pricing solutions, technical RFP/RFI responses, and provided technical support for trade shows and conferences.KEY COMPETENCIES: COLLABORATION, LEADERSHIP, PRODUCT KNOWLEDGE, COMMUNICATION, SALESAchieved "100% Club" Award in 2014 for obtaining 100% of quota● Collaborated with Account Executives to farm existing accounts● Utilized existing knowledge to find new business, designed and proposed solutions to meet client needsKEY COMPETENCIES: INITIATIVE, TRAINING & DEVELOPMENT, LEADERSHIP, RESEARCH, COLLABORATIONAuthored blogs for internal employee use and external customer use to address FAQs● Queried internal TAM and account managers on topics often asked by customers● Researched all necessary information regarding topic(s)● Created blogs that customer could search for or get directed to

Translated customer business issues/problems into Cloud and Hosting solutions. Designed, documented, and proposed cloud solutions, based upon technical and business requirements. Represented company and product to end users and solution providers. Cloud solution validation and proof of concept utilizing isolated product labs. Worked closely with Product, Marketing and Strategy teams to collaborate to improve product features and raise awareness.KEY COMPETENCIES: LEADERSHIP, TRAINING & DEVELOPMENT, VMWARE, CLOUD COMPUTING, PRODUCT KNOWLEDGELaunched Cloud training for internal teams● Analyzed products in portfolio● Determined level of knowledge of sales teams● Tailored material to match the knowledge levelsKEY COMPETENCIES: TRAINING & DEVELOPMENT, LEADERSHIP, PRODUCT KNOWLEDGE, ANALYSIS, TALENT DEVELOPMENTPromoted to partner channel to help increase cloud revenue● Utilized existing product knowledge to create material for new teams and partners● Ascertained level of product and cloud knowledge of internal and external teams● Provided necessary training to help increase knowledge and ability to sell products

• Provide services as the primary engineer assigned to customer accounts in support of their systems, infrastructure and daily administration and management. • Tier 2 escalation point for the Tier 1 Cloud Support Team on unknown and complex issues• Work closely with Service Managers and internal teams to ensure that all aspects of the customer's ongoing system support and administration are successful. • Responsible for the creation and maintenance of technical documentation as needed. • Responsible for VMware resource reporting and performance recommendations• Proactively monitor the VMware environment and make the necessary changes to maintain the best performance• Conduct ongoing training for first line support personnel on their assigned customer's environment. • Advises the customer and acts as their SME (subject matter expert) for their environment for ongoing upgrades and infrastructure improvements. • Responsible for troubleshooting resource commitment, performance analysis and tuning, and various networking and storage issues in a large scale virtualized production environment. • Responsible for engaging resources from the Shared Systems, Hosted Area Network, and OSS Application groups. • Focus on customer service, to allow for a positive customer experience during escalated issues while focusing on resolution of difficult technical issues.

• VMware Vsphere 4 administration utilizing HA, DRS, vMotion, P2V/V2V, resource pools, and performance tuning by proper allocation of VM resources• Virtual Machine performance monitoring and reporting of vCPU, memory and network utilization• Virtual machine creation using templates or ISO mounting for customized installations of different server operating systems consisting of Linux and Windows Server 2003/2008• ESX host hardware upgrades, and vCenter Server upgrades• Microsoft Server 2008/2003 Builds, upgrades and configuration• Windows 7, Vista, and XP support and installation• User Active Directory and Exchange account setup and administration• Trouble ticket remediation and supporting move/ add/ change activity.• Blackberry and iPhone device/software support. New device setup on the Blackberry Enterprise Server and maintenance. • LAN/WAN connectivity troubleshooting• Manage projects as assigned

• Installs, configures, maintains, troubleshoots, and repairs personal computer systems, printers and other peripherals as required.• Creates and maintains user account information in Active Directory and Exchange 2008 Management Console• Platforms used and supported: Windows XP professional, Vista, Windows 7, 2003 Server, and 2008 Server, Office 2003/2008, Citrix Client, Cisco VPN Client and various specialized applications.• Blackberry device/software support. New device setup on the Blackberry Enterprise Server and maintenance • LAN/WAN and Sprint Wireless connectivity troubleshooting• Sophos Antivirus Enterprise Management• Utilize Symantec Ghost to prepare and deploy Dell laptop and desktop computers.• Ensures problem resolution by utilizing and maintaining technical support procedures for problem resolution. • Identifies, researches, and resolves technical problems. Tracks and monitors every assigned problem or request to resolution. Escalates issues to other technicians, corporate technical resources, vendors, and so forth as needed.• Logs all requests for technical support in Footprints ticket management application. Update problem history and status of open tickets daily.

• Detailed understanding of Intel and IBM iSeries server systems • Administer user and computer accounts in Active Directory and WSUS• Deploy new computers with Microsoft XP operating system and all necessary applications• Complete scheduled maintenance of PC, Server, and Telephony equipment• Complete all assigned IT projects and tasks as outlined• Maintain inventory of all hardware and licenses associated with any software• Manage trouble ticket and move, add, change requests from all users. Users include the organization’s Vice President, CEO, Senior Managers, and Managers.• Install all devices and specialized software was requested• Troubleshoot and resolve PC and print device issues to resolution. Supported hardware: Dell, IBM, Lexmark, and HP• Image and archive vital server and computer images using Acronis True Image software• Work with outside vendors on various projects and issues

• Diagnosis and resolution of hardware, application and operating system problems• Provide support to various levels of customers with computer and network connectivity issues at the Cingular Wireless Regional Sales Offices, administration buildings, and agent locations via telephone, remote pc software, or desk side assistance• Troubleshoot and configure the POS system at the Cingular Regional Sales Offices• Responsible for updating and maintaining the Ghost images with the latest patches, upgrades, and service packs.• Participated in a regional migration from Windows NT 4.0 to Windows 2000 then later from Windows 2000 to Windows XP professional• Utilize the SYSPREP tool of Windows 2000/XP Professional in conjunction with Ghost 7.5 imaging software to create and deploy images for new and faulty laptop and desktop computers.• Maintain personal time management• Setup and troubleshoot VPN and dial up connections• Install, configure and upgrade MS Windows NT/98/2000/XP, Outlook, MS Office, Internet Explorer, Citrix ICA Client and several other proprietary software packages• Participate in and occasionally lead Desktop Support specific projects.• Run, track, and manage trouble tickets using Clarify ticket tracking software• Assist and train peer technicians with new and unclear methods of performing day-to-day job functions• Effectively scan assigned network segments and deploy necessary service packs and patches by using HFNetcheck Pro 4.x• Proactively communicate with end-users in an effort to maintain a problem-free environment and to resolve all issues according to the Service Level Agreement.• Research and strategize new ways to manage and maintain the user desktop environment• Utilize Remedy for asset tracking

Hardware Technician