Robert (Bob) Viscardi Email & Phone Number

Norwalk, Ct

Ventus is an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.Ventus Managed Network-as-a-Service solutions’ customer-first focus delivers enterprise organizations fully managed networks with an emphasis on security and high availability. Our commitment to customers — to the improvement of their operations and to the success of their enterprise — defines our focus. Our Build, Host, Deploy, and Maintain philosophy ensures that our customers’ receive industry leading network uptime.• Monitor network connections for financial institutions, ATM machine vendors, and customer's VPNs.• Provide technical support for Frame Circuits, DSL, Cellular and Managed VPN connections.• Monitor and troubleshoot onsite Data Center Servers and routing equipment.• Assist field technicians to install/test new Cisco Routers and DSL devices.

San Jose Ca

Technical support engineer responsible for troubleshooting and resolving technical issues relating to new installs, upgrades, performance issues and general failures for end users and OEMs via case system database, phone, WebEx, and email.• Troubleshoot and support Brocade SAN fiber switches and directors in data centers worldwide.• Extensively worked with customers overseas while working as a lead senior technical support engineer on the overnight weekend shift.• Support Brocade Fabric management applications; WebTools, DCFM (Data Center Fabric Manager), and BNA (Brocade Network Advisor) • Work with customers and OEM’s to resolve technical and performance issues using various methods which include remote WebEx sessions, go to meetings, con calls, emails, and online case database.• Create RCA (root cause analysis) documents based on troubleshooting and resolving issues.• Recreate customer environments in lab to assist engineering in providing a fix for the root cause.• In the top 5% of all support in time to resolution which indicates results are obtained quickly.• Consistently achieved over 95% customer satisfaction when resolving complex technical issues.• Author and edit technical documentation and white papers in a Knowledge Base database to assist customers and internal support staff. • Manage support cases in our database (Seibel, Oracle, salesforce) to ensure they are properly recorded and tracked when resolving technical issues.• Directly worked with escalation, engineering and product marketing teams regarding design reliability, performance, and maintenance issues.• Identify and remove bottlenecks related to SAN storage and server connectivity.• Serve as a point of contact for customers and resident consultants for new installs, configuration changes, upgrades, and fabric refreshes.• Perform product and system tests to ensure new features and engineering fixes provided are working correctly and have resolved technical issues.

Broomfield Co

Provide worldwide level 2 technical support for customers and OEM’s in channel extension and data replication accounts. • Provided 2nd level support for all channel extension, SAN, and IP products while serving as the primary technical consultant during the 2nd shift.• Simulate customer issues in the lab while working with the escalation and engineering teams in order to prove existing resolutions and determine any fixes required..• Provide training on existing channel extension, SAN, and IP products to existing coworkers and other company personnel. • Dispatch field service staff and hardware for resolving customer issues.• Ensure all calls and issues are properly documented and updated in our company databases which included QAD, Oracle, CRM, Siebel and salesforce.

Plymouth Mn

Channel extension and san specialist providing direct support for OEM’s (IBM, HP, NetAPP, Hitachi, EMC, DELL) and end users on our channel extension and SAN products used in data centers worldwide. • Organize and dispatch hardware and site engineers to assist in troubleshooting and resolution of any ongoing technical issues.• Trained new and existing support team on troubleshooting Inrange channel extenders and Escon directors.• Provide fault isolation and root cause analysis for channel extension and IP product lines.• Deliver product training for existing extension and IP products and create new training for the new fabric and SAN product lines that I had to learn.

Lumberton Nj

Provide worldwide onsite support and training for installation, troubleshooting and qualification of channel extension and data replication products. • Created informational and engaging presentations of product lines to demonstrate features for new and existing clients. • Trained and educated inter-company personnel on complete product line to promote sales and product development.• Provide worldwide onsite support for new installs, customer upgrades, and any ongoing technical issues which could be both technical and performance related.• Dispatched field service and equipment to resolve customer issues.• Replicate customer issues in the lab while working closely with escalation and engineering teams.

Shelton Ct

Direct participation in the creation and execution of test strategies, processes and procedures as required for the verification of software for IBM channel extenders and Escon directors. This included new feature and performance testing to verify the software and hardware passed all quality assurance metrics.

Shelton Ct

Hardware design using FPGA’s for IBM mainframe channel extenders. Closely worked on all phases of the project from hardware design, creating and revising AutoCad drawings, multi-layer pc board layout, proto-type and regulatory compliance testing.