Excellent problem solving skills. Well versed in Data storage networks SAN, NAS, and with the understanding of VMware, Open Stack, ESRP, AD, Commvault, Open Directory, Stornext, Falconstor FSS, ZFS, cluster filed systems, and Xsan. Knowledge with provisioning, remote replication, pool mirroring, volume copy, auto-tiering, SSD cache pool, and SED technology. Outstanding customer service, managing a worldwide group of support employees, and helping build a great customer support team. Versed in OS starting with OSX, Win OS, and some Linux. Presented and trained existing and new Distribution, and VARs. Helped architect from the ground up the Customer relationship Module (CRM) which is used daily (80+K users, 50 admins), building a knowledge base, Build Inventory Database for RMA/logistics/support, managing websites, utility, software, and firmware. Implementation and management of Avaya, NEC, CRM, MIS, Livechat and Altiagent. Experience with Field Application work in retail networking, government, and Corporate businesses. Proficient with Excel, PowerPoint, Visio, and MS Project. Management duties include projecting global support analyzing of data (Phone data, CRM, Live Chat, RMA), providing numbers quarterly to the management team and partners. Drive key metric and providing valuable meaning to the matrix. Analyzing customer satisfaction, support quality, and product quality and returns. Quarterly QBR and QMR provided to the executive team. Focused on lower level weekly meetings with engineering to tackle new and existing issues to resolve bugs and process within the SLA or in a timely matter. Not a stranger to tradeshows NAB, RSNA, and Linux world to name a few. Including technical, design, and pursuing leads. Anything in relation to product, Pre/Post support, RMA, and service offerings. Quality experience includes passing and preparing my teams for ISO 9001. Managed departments support, testing, and RMA, and passed ISO 9 years consecutively.