• Experienced with Virtualization technologies, specifically with VMware vSphere 6.7/6.5/6.0, Including the administration, management, installation, configuring and maintenance of virtual hosts\servers\clients.• Proficient in P2V, V2V migration using VMware Converter, creating hosts\clients along with VM templates & cloning.• Experienced with Veeam Backup & Data Recovery, Commvault, Windows Admin Center, Active Directory, DHCP, DNS, TCP/IP, vLAN, Network routing, firewalls, LAN/WAN switching along with , File & Print Server, IIS (Web Server), FTP, Terminal Server, Powershell.• Develop, support, implement and maintain complex integrated systems solutions involving more than one client using multiple technologies, platforms and interfaces.• Define technology needs, develop strategic and system requirements for potential uses of information technologies through working with enterprise management, other technology-oriented staff and end-user clients.TECHNICAL SKILLS: VMware - Vsphere 6.7/6.5/6.0/5.5, ESXi Server, VMware Converter, VMware Update ManagerOperating Systems - Windows Server 2016/2012/2008 r2/2003/2000, Windows 10/8/7Application Servers - Active Directory 2008/2003, DHCP, DNS, MS (IIS) Desktop Application - Microsoft Office 365/2016/2013/2010/2007/2003, VMware Workstation 6.0Specialties - Cisco UCS, VMware ESXi, VMware Vsphere, IPSwitch WhatsUp, Solarwinds, VeeamOneBackup Solutions - Veeam 9.5/9.0 backup & Replication, Simpana Commvault 11/10/9SAN technologies - Pure, Unity, EMC

• Demonstrated the ability to work efficiently with a broad customer base around the world, including Software/Firmware Engineers, within all of HP divisions.• Effective at managing software/firmware defects from MFP's to Single function color & mono Laser Jet printers.• Monitor/Track supplies defects through web-based database or Quality Center and provide details to Software/Firmware engineers.• Negotiate schedules with marketing & engineers to meet planned release dates for firmware/software.• Verify proposed solutions meet customer expectations and are acceptable before handing off to customer.• Compose technical documentation, Test plans and Requirements to be utilized by HP engineers world-wide.

• Demonstrated the ability to work efficiently with a broad customer base around the world, including Software/Firmware Engineers, call center agents within all of HP divisions.• Effective at managing 3rd tier customer escalations from call centers throughout the world (India, Cost Rica, Canada, and China).• Provide timely technical support via email or phone to other Technical Marketing Engineers (TME’s), call center agents and/or end users.• Monitor all escalations through web-based database, providing details through Quality Center to update HP software & firmware engineers.• Validate customer issues in test lab to provide further details to software & firmware engineers.• Negotiate schedules with marketing & support centers to meet planned release dates for firmware/software solutions.• Verify proposed solutions meet customer expectations and are acceptable before handing off to customer and/or external HP website.• Compose technical documentation to be utilized on the intranet & internet for customers world-wide.

• Created test cases, test plans to simulate new & existing MFP functionality with Silk, Visual Basic and Perl.• Developed test design processes & documentation among various teams within the HP organization to keep processes current.• Validated testing processes on Multi-Function printers to produce defects in updated firmware. • Communicated test results to software developers & engineers on SDK functionality updates.• Provided detailed information to software engineers to propose timelines and updates for customers. • Troubleshot hardware/software/firmware issues that occurred during the testing process.• Became proficient with administrative management software such as Autostore, Silk, Web-Jet Admin, EWS, and DSS. • Experienced with methods of authentication of Multi-function devices on servers (Linux, UNIX, Active Directory, Exchange, Kerberos, SMTP, LDAP).

• Responsible for increasing revenue by over $1+ million dollars each year for 3 years consecutive by securing a contract with the IRS to purchase customized laptops for their auditors. • Researched, implemented and enforced ISO 9001 engineering procedures.• Managed group of 6 technicians including hiring, performance reviews, daily supervision, mentoring and training.• Provided in-house training for sales, marketing, manufacturing & technical support teams.• Collaborated with marketing, product development and sales teams to develop schedules for new product releases to transitioning current products towards EOL.• Validated and coordinated device driver certifications with Microsoft WHQL engineers and marketing/sales. • Created engineering technical documentation and developed HTML driver based support CD’s for customers. • Supervised and maintained key strategic customer support accounts (IRS, US Coast Guard, ID state schools and government agencies).

• Managed groups of up to 10 newly hired technical support reps for 1-2 months during training sessions.• Accountable for the training and organization of newly hired technical support representatives.• Resolved outstanding customer issues with engineering in an effort to preserve product compatibility.• Demonstrated the ability to develop & deliver in-house training to technical support, customer service and sales teams. • Developed and delivered instructional training to 3rd party support centers throughout the US and Canada.• Responsible for managing and supporting key strategic customer accounts throughout the US.• Collaborated closely with sales and engineering to create support documentation for products. • On-call 24/7 to provide support to technical support reps on the phone and to customers in the field.