Nick Simonis Email & Phone Number

Longmont, Co, Us

Broomfield Colorado

Manage team of SAN and IP Networking engineers (local & remote) in support of Brocade switching products for SAN and IP networks. Responsibilities include: Weekly metrics reporting, 1:1 coaching of support engineers, review call monitoring results with engineers, Queue management, CSAT root cause analysis, Escalation management, Case review & assignment, daily case hand off to next geography (follow the sun support model), After hours and weekend “Manager On Call” , Fiscal year budget planning, Hiring, more…

Managed hardware/software engineering group in support of VTL (Virtual Tape Library) Appliances/Head units and associated software (Falconstor engine) installed on a Linux O/S. Responsible for Project Management and Professional Services engagements related to the installation of the VTL hardware/software in both Mainframe and Open Systems environments. Experienced in storage solution design using ethernet and fibre channel topologies. Responsible for Sugar CRM Database management/report writing, Vendor open case reviews, critical situation management, employee developmental programs / performance reviews, and overall support operations.

1 Managed all aspects of technical support for Gresham Enterprise Distributape and Control Center software products including call center scheduling and coverage, case reporting and escalation, coordination with European support team, timely publication and updating of technical manuals and service bulletins, training and cross training between functions, 2 Managed all aspects of professional services including: negotiating service contracts/ statements of work with end customers and reseller accounts, scheduling services and resources for service engagements, facilitating conference calls for planning/needs assessment/or problem resolution, forecasting professional services revenues, and developed new service offerings to increase service revenues.

1 Managed team (24X7) of 14 Tier 3 level technical support technicians, providing technical /engineering support for StorageTek 9310, Powderhorn, and “L” series tape libraries. This included support for 9x40, DLT/SDLT and LTO Ultrium Tape Drives.2 Responsible for critical situation management of high profile accounts, and developing technical action plans to resolve customer issues.3 Responsible for coordinating on-site support for multi-vendor issues. 4 Managed Open Systems Hardware, MVS Hardware, and Open Systems Software groups.5 Responsible for departmental budgeting, employee annual reviews and developmental plans

1 Managed a team of 15 technical support specialists, providing end user/ distributor level technical support in a call center environment. 2 Developed and managed support operations for the Exabyte Eagle / Travan product line. Products supported ranged from low end QIC tape drives to high end 8mm, DLT, and LTO tape drives installed in Automated Library systems. 3 Familiar with Aspect switch w/Reflections call monitoring and reporting (metrics) software. 4 Responsible for budgeting salaries and capital equipment. 5 Managed and worked “Hands On” in Systems Integration, and Data Recovery Lab. 6 Familiar with fabric switches, hubs, routers and HBA’s required to provide physical layer connectivity. 7 Responsible for DVT on Exabyte 430 fibre ready tape Drives and Libraries. 8 Experienced with operation, test and troubleshooting Exabyte X200,X80, 430, and 218, tape libraries

1 Managed support operations for 28 international distributors and six subsidiaries in support of Hard Disk/Tape Drive subsystems. 2 Traveled extensively throughout Europe, Scandinavia, the Middle East, and Canada, providing product pre-sales, post-sales & technical support training.3 Extensive networking experience beginning in 1990 leading up to Novell Certification in 1993