Steve Wilbur Email & Phone Number

Woodstock, CT, US

Remote

• Worked with a team for configuration of NetApp replication technologies with SnapShots and SnapMirror replication for partners. This contributed to an increase in satisfaction rating from 4 to 4.6 out of 5.
• Designed and quoted NetApp storage systems for prospective customers. This assistance was influenced over 1.6 million USD in pipeline revenue.
• Presented demos of NetApp technologies, including System Manager, Cloud Volumes ONTAP, anti-ransomware features, and NetApp storage systems by request. Demo quality contributed to a maintained 5-10% share of ticket.
• Developed and managed weekly risk reports for multiple clients using NetApp ActiveIQ. This provided clients with risk mitigation strategies and tailored recommendations for storage optimization and system updates.
• Tracked incoming tickets with Salesforce, providing 15 percent of completed ticket volume quarter over quarter on a team of 9 individuals.

Remote

• Troubleshot and analyzed system events for enterprise storage systems, including NetApp, Dell EMC, Hitachi Vantara, Isilon, Wintel, and VMAX platforms, improving system reliability and performance
• Replaced system hardware such as power supply units, disks, controllers/nodes, motherboards, memory, mezzanine cards, and SFPs both remotely and on-site in data centers, ensuring minimal downtime and maintaining.
• Trained and mentored Technical Specialists, enhancing team skills and improving service delivery quality
• Created and implemented documentation, including how-to guides for hardware and server replacements, standardizing procedures and reducing error rates
• Tracked inventory of system parts and managed replenishment, ensuring availability of critical components and preventing service interruptions
• Racked and stacked assorted storage systems, ensuring proper configuration to enhance operational efficiency and system performance

Fall River, Massachusetts

• Replaced hardware for storage systems including NetApp, Dell EMC, Hitachi Vantara, Isilon, Wintel, and VMAX platforms, ensuring optimal system performance and reliability
• Managed incoming tickets promptly using Salesforce, improving response time and customer satisfaction
• Replenished inventory for storage system parts, maintaining adequate stock levels to prevent downtime
• Provided guidance for remote installations and replacements of system hardware, ensuring successful implementation

Middleboro, Massachusetts, United States

• Provided technical support for various systems and applications, including VOIP, Peoplesoft configuration, Citrix virtual environments, VPNs, Microsoft Office, and Google Suite, utilizing strong troubleshooting and.
• Tracked and managed support requests through ticketing system using Lotus Notes software, ensuring timely and effective resolution of issues.
• Managed print services and vendor relations with Ricoh, ensuring efficient and cost-effective print management and timely resolution of hardware issues.
• Conducted parts replacements as necessary to maintain system performance and minimize downtime.
• Facilitated Active Directory password resets, ensuring data security and compliance with company policies and regulations.

Hyannis, MA

Retail Sales, Basic IT Support

New Bedford, MA

Designing advertisements using Adobe Creative Suite, focusing mainly within InDesign and Photoshop.