Brian Gautreau

Summary

• Virtualization Expert. Bar none. Designed solutions for Enterprise deployments of Virtualization Servers, Storage, and Networking.
• IT Design Architecture, IT Management, Technical support, and IT operations professional with over 14 years of experience.
• Experience serving as a Manager at global PC leader, Dell Inc. and global non-profit, Junior Achievement.
• Excellent communications and customer rapport skills proven through superior results in customer satisfaction surveys of escalation issues and ability to influence decisions and effectively challenge the status quo.
• Demonstrated ability to deal with industry and business dynamics through the development of teams around emerging technologies and service offerings for business growth.

Professional Experience:

• Dell Inc., Round Rock, TX 07/2010 - Current

  • Systems Engineer II

    • Developed Hyper-V solutions for enterprise customers in the form of Reference Architectures published on Dell.com and shared with sales teams to drive sales of solutions.
    • Designed Reference Architectures for for the Dell/Microsoft Private Cloud Fast Track program.
    • Submitted one US Patent Application for a remote management over a Layer 2 protocol.

• JA Worldwide, Colorado Springs, CO 10/2008 - 07/2010

  • IT Operations Manager

    • Championed deployment of virtualized infrastructure, including virtual servers and virtual office (instant messaging and voice and video conferencing) for both internal users and federated offices reducing physical production server count by ~25% and ~90% reduction in test/staging.
    • Utilizing SharePoint’s InfoPath Form Services, led project to modernize data collection for federated offices submitting data to headquarters.
    • Deployed Office SharePoint Server Farm for the JA Student Center web deployment and trained users on SharePoint web publishing features.
    • Oversaw implementation of 500+ user migration from Exchange 2003 to Exchange 2007 including OWA, ActiveSync, and significant redesign of OAB architecture for hosted users.
    • Installed and configured Office Communications Server 2008 R2, edge server public access, SIP federation with MSN and AOL, XMPP Gateway access for federation with Gmail, and OCS web clients.
    • Setup Forefront Identity Manager and wrote rules to synchronize Active Directory, Exchange, OCS enabling automatic provisioning of user accounts in AD, group memberships, mailboxes, and SIP accounts based on employees attributes and location in JA.
    • Managed Help Desk and System Administration teams supporting global customers and IT services.
    • Developed Change Management procedures based upon ITIL guidelines and applied to organizational within Junior Achievement to improve proactive IT response.

• Dell Inc., Round Rock, TX 03/2003 – 08/2007

  • Enterprise Technical Support Manager II

    • Managed team of 45-55 inbound call queue operators staffed 24x7x365 who were the first live voice a customer would speak with when calling enterprise technical support and made call routing decisions based upon advanced service contract level, hardware, and software.
    • Engaged leaders across all lines of business (client, customer care, server, storage, and networking) to communicate changes and ensure all leaders understand effects of modifying call routing.
    • Defined a stack-ranking process to identify top and bottom performers by identifying key performance indicators (call handle times, attendance, call volume); resulting in savings of 35% of average call handle times.
    • Reduced overtime and identified critical shifts by rescheduling and analyzing shift coverage.
    • Collaborated with global Black Belt Six Sigma team to implement computer based phone transfers enabling customer data to be transferred along with calls, improving customer experience.

  • Technical Team Lead, Network Operating Systems Support

    • Developed geographically diverse team of 16 software escalation support analysts to work as a cohesive team and to integrate with other support escalation teams.
    • Provided technical guidance to escalation team when technical issues exceeded knowledge by direct engagement or through vendors and other technical teams.
    • Co-authored Creating Fault-Tolerant Xen Virtualization at the Network Adapter Layer, published in Dell’s online PowerSolutions magazine.
    • Developed portal used by Americas Enterprise Support for automated distribution and tracking of certification vouchers.

  • Senior Analyst, Network Operating Systems Support

    • Delivered solutions to complex Linux break-fix and configuration problems, saving customers millions of dollars in down time while driving substantial growth of attach rates on Dell’s advanced software support contracts.
    • Created customer satisfaction scorecard used to measure the performance of the Americas software escalation teams.
    • Worked on Yellow Belt Six Sigma project to implement a knowledge check for phone technicians to better utilize training dollars and hours.
    • Submitted novel ideas to Dell’s patent committee for consideration as a US Patent to be added into portfolio.

• Exodus Communications, Austin, TX 09/1998 - 02/2003

  • Network Consultant

    • Established new professional services customer base at co-location hosting center in Austin, Texas through development of relationships and delivery on customer expectations.
    • Lead projects with major enterprise businesses such as Ford Motor Company, American Airlines, and Hallmark.com.
    • Deployed hundreds of server and workstation computer systems for Louisiana government agencies.

Education

• University of Louisiana at Lafayette

• Mechanical Engineering 1994 - 1995

• Texas A&M University

• Agricultural Systems Management 2006

Certifications & Training:

• RHCE - Red Hat Certified Engineer
• CISSP - Certified Information Systems Security Professional
• MCNE - Master Certified Novell Engineer
• CompTia - Linux+
• CCNA - Cisco Certified Network Professional
• SCSA - Solaris Certified System Administrator
• MCP - Microsoft Certified Professional
• Dale Carnegie Effective Public Speaking