Michael Luna Email & Phone Number

San Antonio, Tx, Us

Seattle, Wa, Us

Seattle, Wa, Us

San Antonio, Texas, Us

The Rackspace Solutions Architect provides engineering input to the acquisitions & install base teams to ensure the provision of solutions that meet the defined technical service, as well as business and budgetary requirements. Provide the customer with a clear understanding of Rackspace solutions as well as qualified partners to compliment the proposed solution. Assist application specific Technology Specialists, Account Managers and Account Executives in qualifying and addressing prospect’s technical requirements.

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

Have an in-depth understanding of internal customer portals for dedicated and cloud products. Advanced setup/troubleshooting for Windows Server 2003, 2008, 2008 R2 as well as SQL 2005, 2008, and 2008 R2. Understanding of the Windows Server 2012 and SQL 2012. Utilizing internal tools to monitor servers for ports, URLs, and server utilization. SSL install/troubleshooting. Manage/troubleshoot users and computers with Active Directory. Setup and troubleshoot IIS within Windows. Utilize vSphere to administrate Windows VMs. Manage server maintenances within a scheduling calendar. Work with internal teams to ensure that the customers’ issue/request is addressed correctly and quickly as possible.

San Antonio, Texas, Us

Understanding of multiple mobile devices types to synchronize with email via IMAP, POP, BES, BIS, ActiveSync; Advanced troubleshooting for Microsoft Outlook, Entourage, Mac Mail, iCal, and Address Book; Responsible for Domain transfers and DNS configuration; Use of Exchange 2007 Active Directory and Exchange Management Console to verify accounts match a customer control panel; Exchange Management Shell to determine status of Exchange mailboxes; Point of contact for escalations for support staff and account managers; Provided training for Support staff for Entourage; Apple Mail products, iPhone, and Mac OS. Update internal knowledge base. Always in the top category of the most call and tickets worked per month with a high customer satisfaction rating.

Montreal, Quebec, Ca

Administrated the add/modification/removal of customer logins as well as Email accounts. Pulled statistical reports from Remedy to provide daily metrics to upper management. Account Services Lead, responsible for training and coaching in the following areas; ticket creation, group assignment in Remedy, utilization of internal tools to ramp up new hires and current employees. Contributed in the creation and deployment of documents in knowledge base that adhered to ISO 27001 and 9001 standards for a paperless environment. Lead representative in members motivation program through incentives for entire service desk, contributed in planning and organizing company events such as winter holiday party and summer company barbecues. Filmed and reproduced training DVD’s from external trainers to make them available for future training. Active member of trainer’s team, delivered various multi-client trainings for service desk agents including soft skills and call escalations.