Jan 2019 – Apr 2019 · 3 mos

Jan 2018 – Jan 2019 · 1 yr

• I was responsible for developing customer relationships that promote retention and loyalty. I work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. I provide technical consulting to customers with the goal of keeping customers satisfied with Ipswitch’s solutions.
• Some of my key achievements:
• Collaborating with multiple departments in order to get customer requested changes into Ipswitch's solutions to further customer satisfaction
• Generated many leads which resulted in opportunities
• Assisted in getting automation setup for consulting services, drastically reducing the amount of time spent manually e-mailing customers for scheduling
• Setup and configured an online interactive demonstration of WhatsUp Gold, available publicly at https://wugdemo.ipswitch.com/
• Met with customers at-risk of not renewing and was able to address all of their concerns and thus prevent their support agreement from lapsing
• Created many different customizations for WhatsUp Gold, some of which are now built into the solution. Others have been made freely available on my personal blog https://wug.ninja/

Nov 2013 – Dec 2017 · 4 yrs 1 mo

• Enhance new and existing customer's experience with Ipswitch solutions by creating custom tailored scripts (Powershell, VBscript, AutoIt, ASP, SQL) to improve their overall satisfaction.
• Help to answer customer pre and post sales technical questions and provide solutions which go above and beyond their expectations.
• Deliver live sales demonstrations in order to assist sales representatives with closing deals
• Health checks on current customer's environments as well as ensuring they are meeting their own monitoring requirements.
• Install and configure WhatsUp Gold and/or plugins using best practices as part of Ipswitch Professional services
• Work with existing customers to ensure the highest level of customer satisfaction and retain their business
• Some of my key achievements include:
• Built AutoIt script for new/current customers to create 10 sample dashboards in WhatsUp Gold, due to the popularity of the sample dashboards they were later added to the base product
• Built AutoIt script for new/current customers to create a simple MOVEit environment, created a slowed down educational version of this, and also adapted the script to be used internally for easier setup of new MOVEit cloud accounts
• Built AutoIt script for new/current customers to simplify mass deployment of Event Archiver, a piece of the WhatsUp Log Management suite
• Created course content provided within monthly WhatsUp Gold 4-hour training session and delivered the class to over 600+ unique attendees
• Created many custom tailored scripts for various customers [some details in the future...]
• Received Ipswitch's Q1 2014 Innovation award for creating innovative scripts for our customers
• Received Ipswitch's 2015 Above and Beyond award for continuously going above and beyond the call of duty

Dec 2006 – Nov 2013 · 6 yrs 11 mos

• I worked on the team which is responsible for all IT infrastructure and applications. My job responsibilities included but were not limited to:
• VMware [ESX 2.x, 3.x, 4.x, ESXi 4.x, 5.x] deployment and administration
• Enterprise monitoring [WhatsUp, Nimbus, HP SIM, Dynatrace] including scripting fixes to recurring issues
• Backup and recovery[Netbackup, ArcServ] including disaster recovery planning and procedure documentation
• Windows system administration [2000, 2003, 2008, 2012]
• Enterprise storage administration [NetApp, EMC, HP MSA]
• Rackmount and blade server hardware [HP, Dell, IBM]
• Development Tool deployments [JIRA, Fisheye, Crucible, TeamCity]
• Some of my key achievements:
• Built entire monitoring solution from scratch and used scripts to automate many administration tasks related to alerts received
• Automated all IT Operations morning tasks using scripts which allowed a full time employee to permanently move on to other responsibilities
• Converted 85% of physical servers to virtual servers which significantly reduced costs related to server procurement and the data center footprint
• Transitioned entire company from Windows file shares to Network Appliance CIFS shares, and at end of life of the NetApp systems, transitioned to EMC Celerra and VNX CIFS shares.
• Created all disaster recovery documentation and helped to perform successful disaster recovery tests in 2011 and 2012
• Received Clayton’s Business Excellence Award for 4th quarter of 2011 for outstanding performance and saving the company ~$45k/year in off-site tape storage costs
• Closed remote offices in Boca Raton, Indianapolis, Dallas, and Tulsa with zero equipment damaged or lost

Jul 2005 – Dec 2006 · 1 yr 5 mos

• I worked directly with end users to resolve any desktop or application related issues. This included answering the help desk phones, closing service desk tickets created by users through the web, and walk up visits to user’s desks to resolve their issues. I was also responsible for new hire setups which included desktop setup, application installations, and IP phone setup using Cisco CallManager. In addition to this I also handled the ordering, provisioning, and troubleshooting cell phones.
• Some of my key achievements:
• Converted entire company from using Windows Phones with Wireless Sync to using Blackberry’s with Blackberry Enterprise Server
• Established a company standard desktop and laptop which reduced overall costs associated with support of those systems