Ray Margarella Email & Phone Number

A systems engineer with twenty-five years of proven technical service delivery and account management expertise in customer facing roles within IT. Positions include engagement with full range of professionals including system administrators, managers, developers, and end-users.Manage support delivery for top HP accounts. Responsible for technical delivery to Unix/Linux environments based on ITIL standards. Duties include monitoring Change Management procedures, auditing Disaster Recovery Plans, and tracking and reporting to management metrics related to system uptime and SLA’s. Strong understanding of business drivers and ROI decision making.Manage team of five hardware and software specialists in support of Fortune 500 telecom account. Ensure minimum downtime of 600 system data center. Confirm all change management procedures are followed and act as laison between support team and customer management. Responsible for the on-time and according-to-spec delivery of contracted support solution.Charged with the management of customer support agreements and their associated deliverables. These include Operational Review Seminars, operating system installation and upgrades, Unix and Network administration tasks, and creating and conducting technical training sessions. Principle account support laison between Hewlett Packard and all levels of customer IT management and staff.Provide technical and pre-sales support for sales force including product demonstrations, site surveys, proposal preparation, and post-sales implementation of System Management and other software applications such as HP Network Node Manager and IT Operations Center.

Ba, Sociology

Bs, Computer Science