Sr. Technical Product Support Engineer Resume

SUMMARY:

Systems engineer with 15 - year experience in the IT enterprise market taking on the roles of management, sales, presales, design, project management, deployment and technical support of business-oriented solutions ranging from data center to end user applications while maintaining a trusted advisor relationship with stakeholders and teams.

TECHNICAL SKILLS:

Cloud: IaaS, DaaS, PaaS, SaaS, BaaS, cloud services, Amazon Web Services.

Servers: Oracle (Sun X86 & SPARC), IBM (X86 & Power), HP (Xeon & Itanium)

Operating Systems: Solaris 10, Linux, Windows Server y Desktop.

Managed services: Housing, hosting, internet, telecommunications, datacenters.

Networking & security: Confidential, Checkpoint, Juniper, Barracuda, A10, F5, Riverbed, Palo Alto, Fortinet

Directory services: Active Directory, LDAP

Storage: Storage array management, EMC, NetApp, Oracle, Oracle Pillar Axiom 600, Sun ZFS Storage Appliance 7000 Series, Common Array Manager (Sun Storage Tek 2500 & 6000 Series), tape technologies, VTL.

Virtualization: VMWare, Sun VirtualBox, Logical Domains, Solaris Containers, Secure Global Desktop (Tarantella), Sun Ray Server, Oracle VM Server (2.2.X, 3.0.X), KVM

Software: Oracle Database, Oracle Enterprise Manager, de Oracle Enterprise Manager Operations Center

Programming software: C, C#, VB, Ruby on Rails & Java

Replication & continuity: Oracle Dataguard, Oracle GoldenGate, Double-take, SiteReplicator

ERP: SAP B1, SAP R/3

CRM: Salesforce

Big Data: Apache Hadoop, MapReduce, QlikSense, SAP HANA, Teradata

Machine Learning: Azure

NoSQL: DynamoDB, Oracle

Other: Office Software (Star/Open Office, Microsoft Office), Technical expertise in desktop systems, Macromedia suite intermediate level, website development, basic php programming, basic python programming.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Technical Product Support Engineer

Responsibilities:

Provided customer support over several ticketing systems including telephone, Slack, Live Chat and Email ( Confidential ) for SIP Trunking and SMS/MMS products deployed across web, devices and APIs. Performed triage and diagnosis of issue’s root causes as well as solution deployment where possible. Also performed talent management and for entry level

Confidential

Independent IT Consultant

Responsibilities:

Provisioned IT consultancy services ranging from end-user support to implementation of collaboration tools, communication devices, online marketing tools & strategies, and processing & storage technologies. Design and development of Java applications leveraging servlets, AJAX, Ruby on Rails, PostgreSQL and MySQL. Design and deployment of solutions in AWS as a business consultant.

Confidential

Business Development Manager (Remote)

Responsibilities:

Provided deal support to the enterprise market which included performing of: Scope of Work drafting, services proposal drafting, deal health monitoring, change request administration, performing as liaison between Sales, Pre-sales, Delivery Management, Project Management and Legal teams.

Confidential

IT Sales Manager / Executive

Responsibilities:

Performed as an IT Sales Manager for occidental Mexico managing a team of 4 sales executives remotely; also performed as an IT Sales Executive Healthcare and Retail industries. Focus products were colocation, IaaS, PaaS, SaaS, telecommunication links and industry specific technologies (i.e. medical history applications).

Confidential

Sr. Presales Engineer

Responsibilities:

Worked on solution design for datacenter & related services which included: customer negotiations, project architecture quality assurance, early project management, internal negotiations with technical/sales teams, multi-vendor integrations, product provider negotiations and project risk assessments.

Confidential

Service Delivery Manager, Engagement Manager

Responsibilities:

Multi-vendor solution design, project planning, professional services sales, customer negotiations, project architecture quality assurance, early project management, multi- vendor integration, procurement, technical assessment, project delivery quality assurance, generate field engineer development plans, engineer coaching, customer negotiations, fulfil partner technologies specialization plans, generate and supervise internship program, statement-of-work drafting, server, software and network deployments.

Confidential

Sr. Sales Consultant and Oracle Solution Center Admin

Responsibilities:

Product presentations, product sales, systems architecture, customer need assessment, deal qualification, datacenter administration, proof of concept lead, product demo, product testing, virtualization products expert, benchmarking, technical sales, business- oriented sales via TCO & ROI analysis.

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