Canada
Experienced Technical Account Manager, Cloud Engineer and Customer Success expert bringing over 10 years of experience in managing SaaS, IaaS and Enterprise Cloud solutions. Expertise in Infrastructure Virtualisation, Cloud Computing, Technical Support, System Administration, Client Management & Operational business handling.
• Working with the wider Operations team to provide current state, resources and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product/feature feedback or development. • Identifies and resolves issues affecting customer's servers, utilizing the tools available and resourcing necessary support staff. • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. • Acting as an effective technical interface between the customer and third Level Engineering / Product Development teams - by providing clear issue documentation and by leveraging cross-functional working relationships
• Providing solutions based on the analysis of customer business goals, objectives, needs, and existing systems infrastructure using VMware products/modules. • Implementing and deploying solutions for existing/new customers on the VMware platform. • Helping VMware enterprise customers to solve critical, highly complex problems through troubleshooting techniques. • Working directly with other technical support staff, Engineering team, Sales and Operations teams to ensure that customers get appropriate updates, upgrades and event-oriented solutions. • Working with R&D and Product Management to be closely involved in future product direction and strategy. • Providing POC deployments and periodically assess customer needs to enhance product use. • Utilizing ITIL best practices to configure, develop, and test the overall architecture of hardware, software, and networking.
• Responsible for coordination of infrastructure implementation/ integration. • Facilitating the delivery of the Solution in maturing phase of the project by managing the development and approval of Server Solutions. • Worked with the Technical Build Delivery Team to ensure that appropriate resources are engaged to deliver the service at Implementation as per the project plan. • Chair regular Project Review Meetings, Customer facing Meetings and produce all documentation and minutes as appropriate. • Effectively managing risks and issues impacting project deliverables in line with account specific processes. • Managed Windows, Linux, CentOS and Ubuntu production servers. • Planned Active directory services migrations. • Performed regular system maintenance, backups, hardware and software upgrades, physical to virtual migrations and performance tuning.