Experience

Hitachi Vantara Federal

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Lead

  • Aug 2021 - Present

  -Triage and resolve customer cases (higher severity cases, L2/L3-type role)-Escalations to Sustaining/Engineering groups-Develop and Perform Onboarding and Product Training Courses for associates-Setup POC/RCA Lab environments for particular cases/customers-Work directly with management to oversee and improve team responsibilities (case management, customer relations, processes and procedures)-Assist with HV Fed Lab Relocation-Monitor Cases across multiple CRM's-Provide assistance to HV Fed internal IT group-HCP Anywhere internal/end-user support

• Technical Resource Analyst

  • Aug 2019 - Aug 2021

  -Triage and resolve customer cases (Hardware, Software, Network, VM, etc)-Develop and Perform Training Courses for associates-Manage, Maintain, and Improve HV Fed lab environment (Storage, HCP, HNAS, HCP-S, ESXi)-Install, Configure, Deploy, and Maintain HV Fed internal UCP/ESXi/HCP/HCP Anywhere system-HCP Anywhere internal/end-user support



DecisionOne

• IT Services and IT Consulting
• 400 - 500 Employee

• Field Service Technician

  • Apr 2017 - Nov 2018

  Maintained healthy status of Hitachi product suite across the Denver Metro Area Obtained 'Pure Storage' certification Coordinated, scheduled, and executed onsite parts replacements Trained local technical support team Maintained healthy status of Hitachi product suite across the Denver Metro Area Obtained 'Pure Storage' certification Coordinated, scheduled, and executed onsite parts replacements Trained local technical support team



Hitachi Data Systems

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Engineer

  • May 2012 - Apr 2017

  Managed and maintained high priority customer relations Installed and configured Hitachi products Completed firmware, software, and microcode upgrades Performed ongoing break/fix activities of essential components Gained in-depth knowledge of Salesforce case management Managed and maintained high priority customer relations Installed and configured Hitachi products Completed firmware, software, and microcode upgrades Performed ongoing break/fix activities of essential components Gained in-depth knowledge of Salesforce case management