IT Solutions Folsom, CA 2009 – Present
Technical Support Engineer and Web Designer
Personally run business. PC / Network installations, troubleshooting and repairs for customers in local Sacramento region. Website design, maintenance and hosting.
- Design and publish websites for local and national businesses
- Provide effective and affordable PC / Networking support and installations.
- Services include: PC diagnostics and repairs, installations and network installations and repairs. Technical training courses are also offered that cover everything from Microsoft application usage, to email usage, photo editing and much more.
Hewlett Packard Santa Barbara/Roseville, CA 1999 – 2009
Senior SAN Support Engineer
Provided SAN technical and sales support, planning, documentation, training, and product testing for HP Fibre Channel HBA’s, Switches, Routers and Storage Solutions (disk, raid, and tape).
- Integrated SAN software and hardware on NT, MAC, HPUX, AIX, IRIX and SUN operating systems. Performed training, installations, maintenance and troubleshooting via phone, remote access and onsite.
- Drove engineering requirements during new product design processes to improve customer satisfaction with Fibre Channel Switches and Host Bus Adapters (HBAs).
- Implemented and provided systems training for all new product dealers worldwide and held ongoing refresher courses to maintain associates’ computer and product proficiency.
- Created and maintained customized training manuals, support documentation and training presentations to train and update employees and customers worldwide.
- Assisted sales staff with pre-sales calls, meetings and demonstrations including working pre-sales presentations at trade-shows worldwide.
Key Contributions
- Developed a company-wide customer self-repair strategy and user-centered design strategy for switches and HBAs that reduced service interventions by 25- 30% over a two year period and call volume by 25 – 35% annually. Created an online database for customers to troubleshoot Brocade switches.
- Conceived and spearheaded a quality monitoring team, comprised of HP Manufacturing Engineers, Cisco Engineers, and Brocade Engineers
- Conducted training throughout Asia, employing effective interpersonal skills, patience and creativity to achieve training goals with company Owners, Systems Engineers, and Marketing Representatives with limited English language skills.
Data Direct Networks Chatsworth, CA. 1995 – 1999
Technical Support Manager
Managed day-to-day operations, including telephone support, installations, training, engineering research, testing, trade shows, customer service, and pre-sales technical and marketing support. Initially hired as a Field Applications Engneer; promoted to Senior Technical Support Representative and then to Technical Support Manager.
- As Fields Applications Engineer, performed mass storage installations using a variety of storage mediums including fibre channel solutions on Macintosh, PC/NT, SGI, RS6000 and Sun systems.
- As Senior Technical Support Representative, assisted sales staff, delivered product presentations and technical demos, phone support and onsite installations, and troubleshooting for domestic and international customers.
- Named Support Engineer of the Year for outstanding customer service.
Rockwell/Boeing, El Segundo/Seal Beach, CA 1985 – 1995
Senior Systems Analyst
Supported engineering design CAD/CAM systems with Top Secret Clearance. Built, managed and maintained division wide Local Area Network and email systems.
- Designed, Built and Managed Engineering Design Center.
- Developed training documentation and presentations for engineering and IT staff. Trained engineering and executive staff.
- Performed systems maintenance, backup, user management and software security for top secret programs.
Key Contribution
- Standardized company software and hardware resulting in large operations costs reduction.