Roland San Nicolas Email & Phone Number

Kirkland, Wa, Us

San Francisco, California, Us

Support Enterprise customers in the success of using their Tableau products (following the Salesforce acquistion), which includes Tableau Desktop, Server, and Cloud\Online. Premium Support is a tier-less support role where support incidences are triaged and worked until the problems are resolved within a Service Level Agreement.Help customers troubleshoot and resolve technical issues related to Tableau products, including but not limited to: licensing, performance, configuration, backup, restore, security, upgrades, database connectivity, and Tableau Desktop publishing and view rendering.Supported Windows and MacOSX desktops, and Windows and Linux servers. Troubleshooting skills include Tableau Server and Desktop log analysis, Windows and Linux log analysis, Splunk log analysis for Cloud\Online, internet connectivity analysis using Fiddler and Wireshark diagnostic tools, and comparing and contrasting installation environments using Amazon Web Services (AWS) instances.Tableau Server uses the Postgres SQL Database as its central repository that at times also needed to be part of the support process, where queries, table updates, and restores were needed to get a critical Tableau Server environment back into operation.Delivered documentation summaries for Root Cause Analysis reports to explain why a Tableau Server environment had failed to operate, what was done to bring the environment back into operation, and what can be done to avoid a repeat of the failure.Communicated and explained very technical issues to a variety of stake holders so that they understood the scope and depth of the technical issue, the level of difficulty, provided daily updates on progress, and the outcome. Worked Escalated Cases by owning the case until resolution, coordinated with multiple internal and external customer teams to work the technical issue, and used superb personal and communication skills to keep the customer informed during status updates.

Seattle, Wa, Us

Worked as a Senior Technical Support Engineer supporting Enterprise customers in the success of using their Tableau products. Premium Support is a tier-less support role where support incidences are triaged and worked until the issue is resolved within a Service Level Agreement.

Seattle, Wa, Us

As a Senior Tableau Server Tier 2 Technical Support Engineer, I help customers troubleshoot and resolve issues related to the Tableau Server product, including but not limited to: licensing, performance, configuration, backup, restore, security, upgrades, database connectivity, and Tableau Desktop publishing and view rendering.I supported Tableau Server on both Windows and Linux platforms. Troubleshooting skills include Tableau Server and Desktop log analysis, Windows and Linux log analysis, and internet connectivity analysis using Fiddler and Wireshark.

Redmond, Washington, Us

Designed, deployed, and supported a global EMC Avamar backup infrastructure to a Washington State based engineering company that included locations in America, Germany, and Singapore.Designed, deployed, and supported a backup infrastructure of EMC Avamar and Data Domain backup equipment to a Washington State based Apparel Company replacing BackupExec.Write technical documentation in the forms of pre-sales proposals and post-sales delivery documents to describe the technical details of the proposed and delivered solution.Provided part-time customer support as a managed service to a environment of 60 servers (mostly virtual) and 3TB of production data. Support included evenings and weekends ensuring their production backups were successfulAfter employment, attended a Code Fellows coding bootcamp to learn JavaScript, HTML, and CSS.

Tinton Falls, Nj, Us

Achieved successful customer wins in a highly competitive data management market in the NY Metro District.Conducted technical meetings with end users and senior managers, executed product demonstrations, Proof of Concept installations, and Business Case analysis to help deliver the business value and cost savings of the CommVault Simpana backup software. Architected solutions to integrate with of other storage products, technologies, and competitive products.Designed data management solutions to integrate into existing environments (simple and complex) to support data protection, archiving, replication, and data recovery to guarantee the restorability of data.Awarded “Outstanding Systems Engineer” in the NY Metro district during fiscal year 2009 (2nd Quarter).

Round Rock, Texas, Us

Performed pre-sales activity for an EMC branch office in New York City. Responsibilities include delivering customer presentations and product demonstrations, and fulfilling RFI/RFP responses and other customer product information requests.Architected customer solutions utilizing EMC software products with complementary software or hardware products.Provided superb customer communication and support by maintaining frequent communications with customers and delivered timely callbacks and follow-ups.

This position was a Systems Administrator role managing the IT infrastructure for the US Army Reserve Unit. This included Exchange administration, network administration, and end user support.Planned and tested strategies to migrate mailboxes from Exchange 5.5 to Exchange 2003.Granted Top Secret facility clearance to operate government servers.

Performed the global migration from Exchange 5.5 to Exchange 2000 for Bosch and Siemens Home Appliances. Approximately 20,000 users from 10 countries were successfully migrated from Exchange Server 5.5 to Exchange Server 2000. This project also included server consolidation analysis and planning for future Data Centers worldwide.Performed a Lotus Notes migration to Exchange Server 5.5 for Balfour Beatty Rail. Approximately 800 users were successfully migrated, supported, and trained to use the new product with minimal downtime.

Houston, Texas, Us

Provided infrastructure support to a financial web farm at Merrill Lynch in New York City. Tasks included installing new hardware and preparing the operating system installation with the necessary software components, imaging server builds, restoring servers builds, assisting web project rollouts from sandbox development, testing, to final rollout, and managing high availability for the environment.

Redmond, Washington, Us

Executed successful Exchange Server sales engagements by demonstrating technical presales excellence for all customer types and Field Sales personnel, including authoring Requests for Proposals (RFP) and Requests for Information (RFI) when required.Worked extensively with Microsoft Channel Partners to help promote Microsoft Products and Technologies, win sales engagements lead by the partner, and strengthen business relationships.Conducted workshops and seminars on current and future products and technologies in order to insure customers and business partners were competent in selling, deploying, and maintaining Microsoft technologies.

Redmond, Washington, Us

Provide technical consulting and sales information to corporate customers, small businesses, Solution Providers, and the Developer community on Microsoft products and programs. Product focus includes BackOffice, Development tools, Databases and Office as a development platform. Programs include MSDN, TechNet, Certified Professionals, Solution Provider and technical betas.Acted as a mentor and an information source for new representatives. Developed training material and courseware for Windows NT Workstation 4.0 to quickly train new representatives and encourage skill development for this operating system.Functioned as liaison between product groups and Inside Sales for Windows NT Workstation and Exchange Server.

Bachelor'S Degree, Business Administration And Management, General

Education record