US-CA-San Diego (will consider relocating)
February 2011 - Present
Service Engineer, Senior SMS, Systems Maintenance Services San Diego, California
Provide hardware services for Cisco, Compaq, Dell, HP, IBM, Netapp, Sun, Xiotech. Continued support of products same as with IBM.
December 1979 - March 2010
Field Engineer, Complex System Service Representative, ( SSR ) IBM, International Business Machine Bend, Eugene, Portland, Oregon. Concord, California
Provided hardware solutions for IBM Clients on all IBM systems including ATM kiosks, Storage, Tape and Printers. Support Multi-vendor IBM contracted services for Cisco, Dell, HP, Lexmark, Netapp, Printronix and Xerox. Also worked for the IBM Atlanta Support center, remotely from Bend, Oregon.
- Provided Intel, SSR, support, for Atlanta Support Center - Provided Client support for system operations - Analyzed problems, complex situations. - Developed solutions for technical problems - Managed IBM resources and Client requirements, Acct. Management - Planned installs and moves and complete as required - Managed costs of local office, rent, utilities, inventories to meet budget - Supported all IBM and Multi-vendor services contracts - Maintained local parts inventory to support local clients - Planned and complete upgrades, hardware and firmware - Team Leader, supporting Management - Well organized, with attention to detailed solutions - Mentor others - Self starter
March 1996 - October 1998
Service Delivery Project Manager IBM Portland, Oregon
- Provided Service delivery support to major Clients, headquartered in Portland. - Provided Clients a single point of contact for all service requirements - Build and maintain relationships with Clients - Planned and tracked service delivery projects and service delivery Processes - Managed and monitored service level performance and agreements, SLA's. - Ensured quality of service and managed costs of service delivery. - Attend Client meetings and provide service action results - Maintained IBM databases for Clients inventory and service locations