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Brighton, Colorado 80601 720.201.8145


Technical / Non-Technical Bilingual: English / Spanish

Professional Strengths
Operations Leadership ~ Pre and Post Sales Support ~ Communication ~ Escalation Support ~ SLAs Case Management ~ Customer / Vendor Relationship Management ~ Troubleshooting ~ Problem Resolution Policies & Procedures ~ Strategic / Tactical Planning ~ Engineer Resourcing ~ Product Introduction Change Management ~ Process Improvement ~ Team Building ~ Technical Writing ~ Disaster Recovery

Mirada Medical, Denver, Colorado 2012 to 2013 U.S. Technical Support Manager Designed and implemented the previously nonexistent Technical Support department. Created metrics and reporting for Managers to C Level Executives. Instituted procedures that save time, reduce costs, and eliminate redundancies. Customer Relationship Management to improve processes and communications with customers. Policy and procedure development for the support group. Handled all U.S. IT infrastructure planning, implementation and maintenance. Quantum Corporation, Englewood, Colorado 2008 to 2012 Senior Technical Support Engineer Managed customer support, problem resolution for front-line and backline support, escalations, case management, internal website support and utilities, as well as implementing process improvement technologies. Provided pre and post sales support. Recognized as the Subject Matter Export for DXi4500 series products and for the esXpress software package. VMware, Inc., Palo Alto, California and Broomfield, Colorado 2006 to 2008 Technical Support Engineer Research Technical Support Engineer Responsible for setting up a new support location in Colorado, which included interviewing, hiring, mentoring, assisting, training and managing 60 engineers. Created policies and procedures that have become the standard throughout the U.S. Provided technical support for flagship products. Interfaced with senior engineers to troubleshoot and resolve customer issues. Authored articles and knowledgebase entries, and user manuals. Improved the processes for case closures. Closed over 100 tickets per month. Kyocera Technology Development, Concord, California 2001 to 2006 Network Engineer Maintained the cross-platform support environment. Responsible for the maintenance and administration of the NT and Novell network and processed all user support requests. Wrote test plans and procedures.

(Career Summary Contd.)


Developed the strategy to handle increased data for future expansion using Veritas and ArcServe, and improved the backup processes. Defined, authored, and implemented Disaster Recovery Plans. Conceived, developed, and test a web-based application for tracking software licenses and assignments. 1999 to 2000

Enlighten Software Solutions, Inc., San Mateo, California Sales Engineer / MIS Coordinated and managed an IT site move. Responsible for the Quality Assurance of browser-based technology. Managed FAQ and FTP sites.

3COM Corporation, Mount Prospect, Illinois 1998 to 1999 Desktop Engineer / Lab Technician Supported 2,000 users in a Novell client-side networked Windows 9x and NT environment. Developed all software rollout programs, performed testing, and handled technical issues. Medi-Data Services, LTD, Elmhurst, Illinois 1998 Assistant Systems Administrator / PC Technician Responsible for daily operations of systems, user account management, backups, transmission of report data, form creation and modification, maintenance, and support. Equifax Services / ChoicePoint, Lisle, Illinois Data Systems Supervisor Regional Property Supervisor Supervised 30 employees throughout the Midwest. Completed computer and field investigations across multiple office locations. Improved service response time and increased customer satisfaction. Implemented the use of computerized investigative techniques. 1996 to 1998

MS Certified Professional VMware Certified Professional PowerEdge Certification CompTIA A+ Certified CPAS Certified PACS Associate

UNIX, Level I & II, MS SQL, HTML, MySQL, PHP, TCP/IP, IPX/SPX, Novell NAL/ZEN Works HPUX, SunOS, Solaris, AIX, IRIX, SCO, Linux, CompTIA A+, PowerEdge Windows NT, Veritas, ArcServe, ESX, ME, XP, DOS, Fraud Investigation and Tracking, DICOM, PACS

M.S., Management, Argosy University, Denver, Colorado 4.0 GPA B.A., Psychology, North Central College, Naperville, Illinois 9/2012 6/1993