IT Project Coordinator

• Jun 2016 - Present

Technical Trainer

• Dec 2008 - Dec 2014

Train new and tenured Support Engineers on the full VMware product line and develop net-new curriculum• Led cross departmental projects to develop trainings to be delivered live and/or self paced• Interview Support Engineers and Global Technical Leads for scope analysis on training development• Analyze needs of the Support Engineers to find new and innovative ways for knowledge distribution• Led project to evaluate and document development procedures and methods within the group• Developed and led project to analyze training effectiveness in regards to Engineer understanding and remote participation.

Technical Support Engineer

• Dec 2008 - Nov 2010

Support domestic and international clients on the Enterprise Suite of products• Focused heavily on the integration of VMware products with 3rd party storage solutions. Including, but not limited to: EMC, Netapp, Compellent, Hitachi, HP, Dell• Implemented VMware SRM product line and backup solutions.• Sustained top 5 highest closing Engineer in Broomfield location• Global leader in issue closure with the highest customer satisfaction

Hardware Specialist

• Jul 2004 - Dec 2009

Support international service providers, VARs and direct clients in a post sales role.• Developed end to end support engineer onboarding program to standardize onboarding experience; program deployed globally.• Increased communication with providers and VARs through monthly newsletter, resulting in decreased call volume to Support Center.• Mentored members of the Technician team on technology and troubleshooting of products.• Coordinated controlled firmware releases to clients for testing prior to official release.• Standardized processes for the Support department, enabling new hires to get up to speed and work autonomously quickly.

Professional Services

• 1998 - 2003

Supported partners, resellers and internal sales team in both a pre/post sales role. Also, provided design and customization of the business process application.• Provided onsite installation support for partners and clients for both the storage and content management line of products. • Increased customer satisfaction by creating end user training manuals for onsite training during the post installation verification of functionality.• Created process and manual for the System Engineering team to use as a check off guide for installations.• Created standard SOW for System Engineering use with new installations and critical response visits.

Support/System Engineer

• 1996 - 2001