Summary of Qualifications• Experienced professional with more than 19 years information technology experience spanning technical support, system administration, storage administration, release management, and change management. • Broad technology background including Windows and Unix systems; EMC, STK and Brocade storage systems; Veritas NetBackup; and Clarify, iWise, Vantive, and Remedy ticketing systems. • ITIL v2 and v3 Certified with more than 5 years experience leveraging Knowledge Exchange software to coordinate and lead change management initiatives related to IT products, projects, and support.• More than 12 years experience developing and producing documentation and training programs and leading teams in the support of customer SLAs for technical support environments.• Problem solver known for customer service, communication skills, detail orientation and dependability.