Technical Account Manager Resume San Jose, CA - Hire IT People

SUMMARY:

Senior Network Support Engineer with over Twenty years of networking industry experience as a Technical Support Engineer, System Engineer, Network Architect and manager. Designed and implemented successful network solutions for server farms, cache servers, and firewalls for Internet Data Centers, Web Sites, and enterprise networks. Excellent customer - facing skills and documentation skills.

PROFESSIONAL EXPERIENCE:

Technical Account Manager

Confidential, San Jose, CA

Responsibilities:

Account-level support for their top-tier Premium Support customers.
Drove overall improvements to support processes and methodologies for a vendor of leading-edge technology datacenter and enterprise network switching products; created first-ever version control for a customer with over 75,000 switch ports.

Network Analyst

Confidential, San Ramon, CA

Responsibilities:

Contract position consulting on designing software update projects for Confidential &Ts core network infrastructure provisioning software, involving integrating new hardware and new uses of routers, switches, fiber optics, DWDM, SONET & Metro Ethernet.

Senior Systems Engineer

Confidential, Santa Ana, CA

Responsibilities:

Delivered Pre and Post Sales installation and troubleshooting support for high performance 1Gb &10Gb Layer 2/3 Ethernet switches featuring a unique meshed virtual chassis technology that provided very high resilience and availability.
Provided network designs, Visio drawings & equipment recommendations to support sales.
Provided configuration, integration & installation guides, Whitepapers amd technical notes sales, reseller support and internal support.
Specific network applications for these switches included data, VoIP and IPTV networks, VLAN Trunking, Link Aggregation, and geographically dispersed Virtual Server Clustering.
Recognized by the CTO for my ability to clearly explain complex technical concepts to all levels of customer personnel.

Technical Support Manager

Confidential, Los Gatos, CA

Responsibilities:

Managed support of DoD FIPS140-2-certified Wireless Edge authentication & encryption security software.
Established and implemented 7x24x365 Support Plan and escalation processes, allowing them to win a major supplier contract from EDS.

Technical Support Engineer

Confidential, Morgan Hill, CA

Responsibilities:

Proviced worldwide technical support to small and medium businesses and regional ISPs for a start-up manufacturer of a wireless connectivity product featuring IEEE 802.11a Turbo Mode technology.
Assisted sales personnel and customers with network design, troubleshooting, application issues, security issues, VoIP, public safety band application information, physical installation solutions, RF path issues, performance and RF/Radar interference and propagation issues.

Senior Network Architect

Confidential, San Jose, CA

Responsibilities:

Provided fee-based professional services including network design, configuration, installation and integration services, Confidential a market-leading L2-L7 load-balancing Ethernet switch vendor.
Created network design, project management, and implementation services for over 100 datacenters, commercial E-business web sites, ISPs, and large enterprise networks.

Technical Support Manager

Confidential, San Jose, CA

Responsibilities:

Managed end-user and reseller post-sales customer support of adapters, hubs, and switches, reporting to corporate HQ in England.
Directed 14 individuals in first and second level technical support,
Achieved 65% reduction of open case backlog and a 50% reduction of average incident resolution time, resulting in greatly improved customer satisfaction and retention.

Systems Engineer

Confidential, Sunnyvale, CA

Responsibilities:

Provided Technical and Sales Support for "Internet in a box" appliance combining T1 router, web server, mail server, firewall, DMZ, IPsec VPN, cache server, DNS, DHCP & WINS. Did installation, configuration, troubleshooting and product sales demos Confidential trade shows and for major sales presentations.

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Technical Account Manager Resume

San Jose, CA

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