Rick Heeder Email & Phone Number

Continued support of the InfiniVault storage appliance. Reduce costs and minimize support burden through collaboration with development, systems test, and customers.

Boulder, Co

o Continue of my duties from ProStor Systems with additional focus on engineering and driving customer focus into the hardware and software road maps.o Added second level support responsibility for additional scalable storage products

Boulder, Co

o Lead a team to provide world class professional services and technical support to SMB to Enterprise customers, VAR/resellers, Sales Engineers and internal customers.o Worked in tandem with Engineering, Quality, Sales and Marketing to resolve customer problems, report/prioritize/test defects and define product road map.o Reproduced and defined field issues to be elevated to Engineeringo Contributed to and managed internal and external knowledgebaseso Performed on-site and remote installation and consultationso Received commendations for multiple instances of exceptional customer feedback

o Supervise and resolve customer escalationso Resolve customer issues involving Fibre Channel and SCSI devices and mediao Write and maintain technical documents for Technical Support Engineers and end userso Train new employeeso Act as project lead on many projectso Test products to assure quality and compatibilityo Certify software utilities to be used with the drives and libraries on multiple operating systemso Evaluate and qualify software to provide turnkey solutionso Develop and maintain corporate relationships with key hardware and software partnerso Manage third party software qualification program and driver certification

o Provided international technical support to Asia-Pacific, European and South American help desks and end users. Provided tech support to sales people across the US and Canada.o Supplied LAN/WAN/RAS support for clients to Novell, Windows NT domain servers and mainframes. o Administered user, printer, server and computer accounts on both NT and Novell.o Supported corporate standard application including Lotus Notes, Citrix and Microsoft Office suites.o Diagnosed, upgraded and repaired PCs, printers and servers.o Setup new desktop and laptop workstations for employees, involving Ghost imaging.o Maintained inventory records for all PC’s and printers.o Administered on-site support for video conference and auditorium equipment.o Configured and supported document imaging systems.

o Temp through TAD Technical staffing company.o Dedicated on site Engineer for Keybank operations and brancheso Diagnosis, repair, maintenance and upgrade of IBM, Hewlett Packard and Compaq servers, PC’s, laptops and printers.o Maintain and upgrade operating systems and software installations.o Maintain PC and printer connectivity on LAN/WAN to Novell, NT and OS/2 servers.o Keep up-to-date records for each service call and part ordered.