Michael Sarmiento Email & Phone Number

San Jose, Ca, Us

Newark, California, Us

My second stint with Promise as a Sr. Manager, with a focus on generating business on the sales and services, supporting infrastructure (Training, Education, Testing, modernizing lab), professional services, and building local and off shore support. - Previous duties include; Managed a world wide support team, Created training material and trained many employees worldwide on various products and software used in support. I also coordinate meetings biweekly for support worldwide to ensure the team is kept up to date and to address issues on the field, I also handle the work scheduling worldwide. Managed and helped develop the Promise CRM from the ground up, I also manage the Promise Knowledgebase (we have a system which keeps the KB current), and manage all software download website (all utilities and firmware are spot checked before pushed live), Avaya and Altigen phone system (phone queues and messaging), and helped developed Professional Service Contracts (on site services), and help to create warranty contracts (wrote documents and to be revised by legal). Quarterly I provide management reviews and quarterly business reviews that I present to management and our partners (such as Apple, Symantec, Hitachi etc…) Analyzing trends and root cause analysis for product issues. Documented all support process and with flow charts (about 30 or more process for ISO). Technical skills include Trouble shooting subsystems in various infrastructures such as clustered environments (Bluewhale, Falconstor, XSAN), various servers (Dell/IBM /Supermicrro /MAC Pro 2019), and operating systems, working on fiber storage, NAS, ISCSI, Thunderbolt, and SAS. I supported various high-profile clients including Apple, Symantec, NASA, Sony, Fujitsu, NEC, and Seagate. Trained employee's overseas and state side on subsystem storage. Knowledge of XSan, Final Cut, Server 2008 as well as previous versions.

San Jose, Ca, Us

Primary Engineer for Intel Dual CPU Server Boards (X9/X10/X11 Series), Storage Chassis (JBOD, JBOF, Big twin, Fat twin), GPU AI/Deep Learning, HPC, Super Blades/Micro Blades, and AOCs/HBA/ - Intel NIC HBA, LSI HBA. As well as EDR infini band and 25Gigabit Ethernet, NVME. These include debugging and troubleshooting IPMI, bios, SUM, diagnostic, troubleshoot, duplicating issues, service customer, creating documentation, and report issues daily. Level 2 Escalation Support for Supermicro products Chassis, Server, Software, Solutions, storage chassis, CIB, rack, and HBA escalation support. ECO, bug filing and work with the engineering and debug team daily. Improvements to facilities and support process. Provide training on RAID principles and hardware RAIDs. Created many documents consulted and helped lead improvements to phone and CRM.

New Tapiei City, Tw

Managed and strategized the departments of Technical Support, Quality Testing, Professional Services, and RMA. Duties include analyzing customer data, RMA returns, manpower costs, manage the overall budget for each department, and to maximize spending. Pre and Post-sales support for major Distribution such as Earthbend/Ingram/Synnex/Condre, and supporting many VARs such as Aberdeen, CDW, JB&A for example. Implementation of tools and process to help make support/RMA/Logistics more cost efficient. Build a great team to support engineering of SAN/NAS, Cluster environments, Cloud, and direct attached storage using Infortrend storage Products. Help with major sales deals for example would need to create and architect workflows for M&E, HA solutions, Video Surveillance, and large scale deployments. Weekly and Biweekly meetings presenting data and customer satisfaction to World Wide offices. Provide customer usability feedback on new products being released. Work round the clock to accommodate WW region support and sales. Quadrupled sales revenue after two quarters once the strategy was in place and stable. Onsite visits to resellers, and partners, and in the process built customer confidence back to Infortrend. Also, was in the local IT Manager role, voted in. This includes managing the domain infrastructure for 30 people. Emails, VPN Access, Migration of any and all data for employees, Integration of tools into outlook, live chat implementation, and creating backups of all servers and storage. Created backup domains and mirror site to improve access times and which improved overall accessibility. Set policies for each person and various equipment. Analyzed security risk with network issues. Communicate with IT Manager in HQ to help push and implement IT locally.

Newark, California, Us

MManaged a world wide support team that initially consisted of 4 persons including myself to what are now around 30 support team members. Created training material and trained many employees worldwide on various products and software used in support. I also coordinate meetings biweekly for support worldwide to ensure the team is kept up to date and to address issues on the field, I also handle the work scheduling worldwide. Managed and helped develop the Promise CRM from the ground up, I also manage the Promise Knowledgebase (we have a system which keeps the KB current), and manage all software download website (all utilities and firmware are spot checked before pushed live), Avaya and Altiagent phone system (phone queues and messaging), and helped developed Professional Service Contracts (on site services), and help to create warranty contracts (wrote documents and to be revised by legal). Each Quarter I provide management reviews and quarterly business reviews that I present to management and our partners (such as Apple, Symantec, Hitachi etc…) Analyzing trends and root cause analysis for product issues. Documented all support process and with flow charts (about 30 or more process for ISO). Technical skills include Trouble shooting subsystems in various infrastructures such as clustered environments, various servers and operating systems, working on fiber storage, NAS, ISCSI, Thunderbolt, and SAS. I supported various high profile clients including Apple, Symantec, NASA, Sony, Fujitsu, NEC, and Seagate to name a few. Trained employee's overseas and state side on subsystem storage. Knowledge of XSan , Final Cut, Server 2008 as well as previous versions. Knowledge of MS clustering. Very good knowledge of arrays, logical drives, and recovery.

Implementation, migration, training, and troubleshooting/repairing of workstation, servers, copiers, and switches with high profile accounts such as Target, The Home depot, Mervyn's, Marshalls, Arco, TJMAXX and Citifinancial on a full-time daily basis. Required to travel to multiple sites across the USA. Work with various teams hardware, application, and end users. Ensure that the project is complete. Tests and benchmark as needed and required. Maintained sites remotely and sometimes physically if close to base. Managed inventory, shipped and picked up parts and solutions when required. Wrote manuals, wrote instructions, and best practice guides per site, some included KBs via on demand.

Chicago, Il, Us

Managed up to 40 employees at a time, handled many kind and not so kind customers daily at SFO. FAA/United meetings daily, Load planning, Irregular opps planning, auditing cashier daily, TSO duties, GSC duties hazardous materials qualified.