SUMMARY

Systems Engineer and Technical Support professional. Extensive experience with System z, p, and Open Systems environments. Key strengths in management, hardware/software testing, and storage product support. Energetic and motivated self-starter, values excellence. Work independently and in multi-cultural teams.

TECHNICAL QUALIFICATIONS

• Operating Systems (Windows): Windows7, Server 2003, XP, 2000 Server and Professional, NT
• Operating Systems (Other): Linux, Unix, AIX, System z/MVS
• Office Tools and Packages: Microsoft Word, PowerPoint
• Protocols: FCP, iSCSI, SCSI, CIFS, NSF
• Hardware Storage Products: DS6000, DS8000, N series, SONAS
• Networking and Domain Tools: SAN, LAN, DHCP, DNS, TCP/IP, NFS

PROFESSIONAL EXPERIENCE

Confidential, Tucson, AZ
N series Field Technical Support Specialist 2008 - 2010
Provided local and remote Hardware and Software Sales support for N series (NAS Storage) products. Pre and post sales support to IBM Business Partners

Confidential.
Sales Support Specialist 2006 - 2008
Sales support for IBM Servers and Storage products.

• Delivered technical expertise to BPs and Storage Reps. Qualified opportunities, proposed, presented and demonstrated product offerings. Ensured technical feasibility of solutions and removed technical inhibitors in the sales process.
• Researched and provided troubleshooting support for hardware and software problems. Determined and isolated customer problems. Ensured appropriate corrective actions taken to solve each problem.
• For technical product delivery assurance reviews, verified accuracy of the product solutions. Actions included target date agreements, interoperability, and hardware verification. Ensured smooth hand-off to service professional.
• Collaborated with BPs and Sales Rep to achieve N series sales goals for 2009. Participated in customer satisfaction projects; verified product quality and support expectations were met. Contributed solutions to critical customer problems.
• Provided timely technical resource materials for BPs and Storage Reps as required by customers. Resources included licenses, code, presentations, and technical assistance.
• Developed customer support plans. Aspects included product mix, customer expectations, and assignment of responsibilities. Plans ensured high quality support and customer satisfaction. Quality of support led to a reduction in customer complaints.
• Prioritized and responded to product configuration, capacity, installation, performance, and operational specification questions. Conducted in-depth research assessment regarding N series support. Received 4 special awards for assistance provided in 2009/10.

Confidential
System Hardware Engineer, DS6000 and DS8000 1995 - 2006
Participated in developing DS6000 and DS8000 (High End Enterprise) Storage products in an Open Operation System environment. Conducted testing at system validation level. Function, component and error-inject to system, usability, performance, stress, and regression.

• Determined hardware and software requirements for testing activities. Determined budget, managed delivery, and assembled required hardware and software.
• Setup and configured each test scenario environment. Planned execution of each scenario. Prioritized testing schedules. Analyzed test results to verify adherence to quality standards.
• Created test plans and wrote testing documents. Identified 100 test scenarios to be conducted over 6 to 10 months. Managed cross team collaborations with Development and Test to ensure scenarios were completed and met product design requirements. Verified and insured accuracy and comprehension for test plans.
• Executed test scenarios and verified results. Managed failure resolution process. Collected data and wrote failure analysis report. Recreated failure and analyzed test fixes to meet design quality metrics.
• Collaborated with Development and Test groups on all failed test scenario results. Led meetings to set test priorities and scheduled fixes. Determined test schedules and resource requirements. Expedited and updated recovery plan to meet test schedules.
• Documented test schedule weekly status for management staff and project teams. Delivered status presentations with suggested solutions for testing problems and activities.
• Collaborated with management and technical leads to ensure product milestones and shipping dates were met. Skills included status reporting, testing results, and scheduling.
• Trained and coached test team staff. Designed testing assignments to improve overall test team skills.

System Software Engineer
System Software Engineer in an MVS/System z environment. Conducted system validation test on XRC, PPRC and the DFSMS family of products. Thorough knowledge of products, test tools and testing methodologies. Required attention to details and quality in a very fast paced environment.

EDUCATION

Bachelor of Science, Computer Science.

PROFESSIONAL DEVELOPMENT

SONAS Technical Field training support, 2010
IBM Certified Networking Solution Specialist, 2010
NetApp Technical Product Training, 2008
IBM System p Certified Solution Sales Specialist, 2007
IBM System p Certified Technical Support Specialist, 2007
IBM Systems Top Gun Training, 2006
IBM Global Sales School, 2006
Microsoft Certified Professional System Engineer, 2000