Steven Feltner Email & Phone Number

Technical knowledge and experience with security, IP networking, DevOps concepts, IT Infrastructure, scripting, the public cloud (AWS, Azure, Google), SaaS delivery models, Windows, Linux and virtualization such as VMware.• Direct engagement with 33% of entire company pipeline. • 93% of proof of concepts were completed successfully. • Assist customers and partners with hands on technical assistance for demonstrations, trials, and proof of concepts.• Develop a close relationship with sales staff and work as a team to drive revenue.• Led in-person hands on product training for International Japan Partner. • Developed project requirement specifications including training and instructional material. • Attentively listen to customer pain points and recognize opportunities for improvement to offer solutions.

Santa Clara

• Create an escalation workflow process to track customer escalations.• Generate a request for enhancement process from customers for Product Managers’ review.• Re-produce customer issues in lab to help identify issues and possible solutions.• Test new features to ensure it will meet the customer needs and create supplemental documentation if needed.• Maintain demo environment for Sales team.• Assist sales with technical challenges from prospects as a product specialist.• Re-design and maintain customer support portal for better customer experience.

Santa Clara, Ca

Manage all aspects of customer case submittals until resolution. Deliver high quality customer support through deep expertise of product portfolio. Utilize cross-functional team collaboration to solve difficult issues. Helped peers, technical sales, and engineering resolve million dollar deals by quick thinking and due diligence in product knowledge.• Research, diagnose, troubleshoot and identify solutions to timely resolve customer issues.• Troubleshoot issues associated with IDaaS, Kerberos, LDAP, MS SQL Server, Apache, DB2, Samba, and Network Filers.• Assist with Linux/Unix integration with Active Directory.• Create and publish Tech-blogs and how to articles to enhance customer success.• Design, deploy, and maintain lab environments for support team using Proxmox and AWS.• More than 95% of cases were resolved without escalatation and achieved a 97% Satisfaction Score.• Create and maintain customer facing knowledge base articles to reduce time to solve issues.• Participate in after-hours on-call support.

Greater Los Angeles Area

• Programed a searchable phone directory in PHP.• Maintained file servers and user access privileges.• Provided support and properly document help request tickets.• Troubleshoot and resolved hardware and software issues.• Performed hardware installation on failed components.• Managed and created engineering systems databases with SQL.

San Jose, Ca

• Managed over a 100 accurate shipments daily.• Managed inventory monitoring and reconciliation.• Improved efficiency of warehouse procedures by consolidating inventory.

San Jose, Ca

• Installed network cabling infrastructure and configured a small business network.• Configured and installed Window workstations.• Installed and configured surveillance system for store front.

San Jose, Ca

• Installed Cisco IP Video Surveillance System in facility.• Designed layout of Surveillance System.• Programmed cameras and servers to desired specification• Tested cameras functionality and ensured working properly

Bachelor Of Science, Computer Science, Concentration: Networking And Security. Minor: Project Management, Business Admin., 3.5 Gpa

Activities and Societies: Sigma Chi

Master'S Degree, Engineering Science, 3.5 Gpa

Activities and Societies: Sigma Chi Fraternity