Sheila Klein Email and Phone Number

• Live Queue Support- Taking inbound Critical down support request calls 3-4 hours/day & emails the rest of the day• Respond to customer inquiries, primarily by telephone and e-mail • Interfacing with them via the phone, email, and the web using WebEx for remote controller• Work flexible schedules, which may include evenings, weekends or holidays • Resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills• Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems • Document all technical inquiries, develop and review content for knowledgebase • Help test alpha and beta products • Collaboration - Every individual here at VMware has their own particular skill set and work experience that make them a unique part of the team. Utilizing these resources, and collaborating with the different team members to speed up the determining the resolution for the customers issues.

• Assisting resellers/sales team members with configurations, upgrades, RFP’s/RFQ’s, questions for the following product lines : Sun/Oracle, F5, Aruba Networks, Motorola, Brocade switches, Cisco switches• Subject Matter Expert for Sun/Oracle products supported: servers, disk arrays, tape libraries, software/licensing• Incoming calls from customers, teleconference calls with customers and their technical team members• Created training documentation and along with documentation for trouble shooting to share with team members• Verifying parts for compatibility with existing systems or for new installations or upgrades• Subject Matter Expert for Aruba Networks equipment supported; controllers, access points, and software • Creating a parts list based on a floor plans/campus sites for indoor and outdoor configurations• Assisting the Business Development Manager for Aruba Networks with new customers • Subject Matter Expert for Motorola wireless products – configurations and validating parts for the customer

• Oversee the setup of the exhibit booths before each convention• Verifying that equipment is up and working, literature is distributed between areas, testing kits are available• At the booth answering questions from participants i.e. nurses, doctors, gastroenterologists, biologists, and laboratory personnel.• Coordinating the logistics of a 20’x20’and 10’x10’ booth from show to show• Ordering services for each show i.e. electrical, furniture• Anticipating attendance for each show to be able to ship literature, testing kits, bottle water and equipment • Reserving hotel rooms for the staff, making dinner reservations, reserving training rooms• Signing contracts for future shows, booth services, design houses, marketing program managers, creative services, marketing strategists and other teams necessary to ensure successful conventions.• Streamline each show by keeping separate binders with contracts, services ordered, itineraries, logistic information• Keeping track of all expenses for the tradeshows, from the large shows to the local shows, keeping under budgets.• Assist the Executive Vice President of Sales & Marketing with spreadsheets, presentations, documents, ROI information project status reports and designing and generating reports• Follow-up leads after the show by maintaining a list of participants for each convention, making contact after the show for follow-up to see if they would like an office visit, then distributing this information to the sales team for further follow-up• To coordinate group meetings, making hotel reservations, choosing menus, making restaurant reservations in-town or out of town.• Researched for updates in testing, research, or articles about H. pylori in conjunction with peptic ulcers, ulcers or stomach cancer. Sending related information out to the sales team.

• Supporting/troubleshooting networks, Windows/Exchange servers, Lotus Notes environments• Setup, configuration, installation of hardware and software for desktops, servers, printers & laptops• Training users on Microsoft Word, Excel, PowerPoint and Access• Training users on how to better use their software • Working with clients to determine what their needs are and how to meet them• Software support to include: Microsoft Office, IE, Lotus Notes 5 & 6.0.2• Hardware support to include: desktops, laptops, printers & PDA’s.

• Coordinating new contractors with Oracle ID’s, Network logon, email, computer, software requirements, phone and other requests or troubleshooting.• Tracking of the 100 contractors on this contract, the consulting company they worked for, start and end dates.• Making updates to the project plan with over 6,000 tasks for all the team members in regards to hours worked per task.• Updating team members on the processes. • Recognize, document, escalate, and coordinate resolutions for issues that occur throughout the project lifecycle.• Networking with other IT teams to accomplish a plan within a short period of time.• Processing incoming invoices with a coversheet with GL codes to accounting for payment.• Maintaining a budget o over $10M, all accounts payable for this project.• Tracking invoices in a spreadsheet to match against purchase order dollars matched per project code, expenses already paid and the amount left on the project per vendor.• Using Oracle software in requesting requisitions and tracking invoices.• Working with vendors.

• Cold calling businesses• Creating databases using Microsoft Access for contact information• Creating brochures, menus and ads in Publisher or Word• Creating spreadsheets in Excel• Responding to emails, creating contracts, answering phones, putting advertising information together, updating the website with new information• Editing, creating magazine articles for the restaurant• Hosting the monthly wine tasting dinners• Booking parties for company functions, receptions, business events and holiday events• Assisting the owner in many aspects of the restaurant

• Supporting different client environments to include peer to peer, Lotus Notes, Netware, Terminal server, Windows NT environments. Working with Windows 3.1, 3.11, 95, 98, and 2000• Supporting the client’s servers – Exchange 5.0/5.5 , file/print, test and Lotus Notes• Troubleshooting and resolving problems within the client’s networked environment• Evaluating the needs of the client, making suggestions to improve technology from the workstation to the ISP• Researching new products, from software to hardware along with cost analysis.• Analyzing client’s current business situation and suggesting improvements and licensing issues• Working with new environments by being given a book and working through lab time and then on the customer site

(Gateway IT Dept. outsourced to Lockheed)• Implementing a process for growth and less down time. Growing the network for 40 users to 300 users. Ordering/installing equipment to accommodate for growth in the phone systems, network drops, pre-configured desktops with the basic programs associated per group requirement. Every phone was live as well as every network connection in every cube even if unoccupied. • Extra systems ghosted with the software required to replace down equipment for less user down time.• Supporting and administering : mail, development, test, production, file and print servers• Supporting 15-30 NT servers on-site, also assisting other Admins remotely across the US at other Gateway • Facilities, 275 workstations, 100 laptops, printers, video conferencing and managing the network • NT, Exchange, Novell, VPN, WINS, DHCP and DNS administration• Microsoft Exchange administration within a multi-site environment to include international sites for about 11,000 users, building servers, upgrading from version 5.0 to 5.5, maintaining the public/private information store, creating, deleting or hiding user accounts• Helping users visiting from international countries• LAN troubleshooting from the closet to the desktop to the server• Backup management using Legato software.

• Supported Production and Development servers to include NT and Lotus Notes.• NT Administration and Tier 3 support• Setup new servers using Raid 5, installing and configuring NT 4.0 on HP servers.• Administered security: created new users, groups, shared directories, NTFS permissions and resetting passwords.• Evaluated and tested new software products • Consulting within US West infrastructure on upcoming projects for hardware and cost estimates

• Lotus Notes, Novell, NT Administration, WINS, DHCP, TCP/IP and Team lead of 12 technicians.• Supported internal and external clients• Implemented Lotus Notes Project: Setup of Lotus Notes server, hardware, operating system and user self-install process. • Lotus Notes training for 160 users on-site.• Troubleshooter of hardware and software at the server and workstation levels on different platforms.• Traveled to remote sites to make upgrades to servers, workstations, and printers, cabling and totroubleshoot any issues that occurred. • Upgraded systems from the motherboard up, on servers/workstations.