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Rick A. Perlaki Woodhaven, MI * 734.676.

3314 * rpee30f6@westpo
st.net
http://www.linkedin.com/in/rickperlaki
Technology Support Specialist
* Senior Field Support Specialist for 12 + years
* Clients ranged from C-level executives at Fortune 100 firms to small and mid-s
ized business.
* Ensured corporate profitability when developing strategies to exceed customer
satisfaction.
* Countless examples of successfully transforming problem accounts into product
advocates.
EXPERIENCE
InQuinox, LLC. Program Manager 2010 - Present
Managing enterprise data centers with a range of products and services, which in
clude data protection, data center migration, disaster recovery and consulting s
ervices.
My role and responsibilities are to ensure that when a customer opens a support
case with InQuinox that a valid support contract is current. Perform initial tri
age to determine the nature of the customer's problem, before routing the case t
o the appropriate support engineer or Engineering team member. Co-authored and e
xecuted a support handbook which consisted of the policies and procedures requir
ed to effectively and efficiently resolve support cases in a timely manner.
* Educate the customer's administrative staff on how to work effectively with th
e support organization for their support cases.
* Provide a thorough understanding of InQuinox's support policies and how best t
o work with the support organization to expedite a resolution to a customer's pr
oblem in a timely manner.
* Provide a general overview of the support organization and how to best utilize
both the technical and management escalation processes, when appropriate.
* Troubleshoot the customer's product issues when a problem arises, to shorten t
he time to resolution. I created and followed a series of questions which enabl
ed InQuinox to determine a rapid problem definition and the root cause to the cu
stomer's problem. Once determined, I would redirect the customer's representativ
e to the proper support engineer.
* Maintain customer communications regarding problem resolution and ensure custo
mer satisfaction with closed cases. I also provided periodic customer satisfact
ion details to positively affect product development and support services.
Proactively contact customers regarding training opportunities in association wi
th InQuinox or partner products.

Precise Software Solutions Project Manager 2008 -2009


Software optimizes application transaction performance by drilling to the root c
ause server to identify improvements.
Remotely reported to Director of Consulting Services then Senior Project Manager
for Central and Eastern U.S. Managed 10 Fortune 100 accounts (Federal Express,
AT&T, Amway, Sprint) as well as the Federal Government.
* Liaison between Sales, Tech Support and customer's Database Administrators and
System Administrators to draft Statement of Work and manage the project impleme
ntation plan.
* Assigned an appropriate internal consultant for the client, developed and enfo
rced a timeline, aggressively managed P&L.
* Leveraged extensive experience with Symantec and VERITAS to author enhanced su
pport procedures.
* Within 1 month of on boarding transformed an adversarial client relationship.
* Significantly reduced product abandonment rate by comprehensive follow up and
training to ensure product performed to customer expectations.
Digital Connection Technical Account Manager 2007 -2008
Start-up software/ hardware company. Supported HP/Dell and SUN/Windows servers,
MS Exchange/SQL server, Netbackup and Enterprise Vault. This was a contracting p
osition within the company.
Territory was entire U.S.; reported to Consulting Manager. Clients were small to
mid-sized businesses including Fortune 1000 firms which generated monthly reven
ue of $60-100K.
* Point person between customer and technical support at HP, Dell, IBM and Syman
tec to resolve support cases.
* Resolved complex licensing issues to bring the client into compliance; fine-tu
ned product installations.
* Proactively identified and resolved potential issues before escalation.
Symantec Corporation Technical Account Manager 2005 -2007
One of the world's largest software, security, storage and systems management pr
oviders.
Managed 200+ accounts with major businesses including General Motors, Lear, Sara
Lee, Lexis-Nexis and Amway. Built relationships with clients and managed projec
t lifecycle and post sales support. Identified and forged new business opportuni
ties.
* Generated successful project for client after significant problems had develop
ed - spearheaded resolution of all software development and support engineering
issues, drove additional $250K client sales and sparked client to become leading
reference account.
* Led investigation of issues involving client NCR's product - coordinated and m
anaged team of support and engineering resources to resolve all issues that prev
ented loss of $500K deal and received personal praise from NCR Director of Opera
tions.
* Increased sales and engineering departments' efficiency by more than 40% after
assuming responsibility for post-sales consulting, licensing and support issues
resolution.
Midrange Computer Solutions System Engineer 2004 - 2
005
VAR of entire Veritas software including storage disk arrays and tape/disk libra
ries. Interfaced with SUN, EMC and StorageTek.
Led establishment of new sales territory in Detroit. Acted as single point of co
ntact for all issue resolution for licensing, case escalations, product change r
equests and hardware/software acquisitions or upgrades.
* Conducted pre-sales meetings to determine pain points within customer environm
ents.
* Delivered product presentations and technical overviews. Analyzed storage infr
astructure to determine needs or direction.
* Assisted customers with determining infrastructure requirements to meet SLA or
DR requirements. Created TCO/RTO/ROI and provide solution sets. Provided produc
t positioning and implementation services.
* Performed proof of concept or product evaluations.
VERITAS Software Technical Account Manager 1998 - 2004
Software storage and systems management provider.
Directed accounts and service relationships. Managed post sales support, liaise
d with marketing, sales and technical support and maintained client reporting.
* Improved customer satisfaction and business growth by implementing policies th
at focused sales team efforts on selling vs. other business operational activiti
es - region achieved $40-50M sales goal each quarter.
* Forged preferred vendor status with Ford Motor Company by solving complex data
base issues and saving Ford $1M in lost productivity.
* Propelled exponential growth in Ford Motor Company account from $800K to $6M.
* Co-authored and executed Regional Technical Account Manager Handbook and train
ing.
TECHNICAL SKILLS
Operating Systems: Windows 2000/2003 Server, IBM AIX, HP-UX, Sun Solaris, Linux
Redhat/SuSe
Hardware Platforms: RS6000, HP9000/HP Opteron, Sun Sparc, Intel/AMD
Appliances: Brocade Silkworm SAN Switches, McData SAN Switches, QLogic SANBOX SA
N Switches, Network Appliance NetApp/NAS
Disk Arrays: EMC Clariion Systems, Dell Power Vault Storage, Hitachi Data System
s, FalconStor Virtual Tape Libraries
Peripheral Fibre Cards: JNI/LSI, QLogic, Emulex

EDUCATION / TRAINING
Electronic Engineering Technology Diploma, National Institute of Technology, Sou
thfield, MI
Training Programs:
* Veritas Netbackup/Storage Foundation
* Precision Selling Process
* Enterprise Selling Process/Strategic Planning
* Target Account Selling (TAS)
* Evaluator Group's Evaluating Enterprise Storage
* Systems Engineer certification of EMC's Clariion product line