Salvador Vidrio

• Provide highest level of professional and timely support for customers and partners with Delphix products
• Provide case management and customer communication on continual basis
• Respond to customer issues as per SLA guidelines
• Work cross functionally with engineering, professional services and other groups
• Create knowledge content that is shared with customers and co-workers.
• Served as primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.

Responsible for the delivery of $2.5M in annual reoccurring revenue for portfolio of enterprise customers

Managing the overall post-sales customer relationship throughout the entire customer journey and enabling fast, compliant data to accelerate thoverall development process

• Responsible to drive solutions optimization, product adoption and maximizing their investment with us, while increasing overall Delphix footprint then creating a business value model articulating ROI
• Assisting leadership and key stakeholders across multiple practices in organization to drive development of Gainsight, customer segmentation, Customer Success playbooks.
• Established strong relationships with key customers, resulting in increased customer loyalty.

• Provide highest level of professional and timely support for customers and partners with Delphix products
• Provide case management and customer communication on continual basis
  Respond to customer issues as per SLA guidelines
• Work cross functionally with engineering, professional services and other groups
• Create knowledge content that is shared with customers and co-workers.
• Served as primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.

• Provide 3rd level escalation support to 2nd level engineers, Brocade OEM’s, partners and End User Customers
• Consistently rank high in customer satisfaction surveys
• Own and monitor service requests to ensure issues are recorded, tracked, resolved, and follow ups are done in timely manner
• Recreate issues experienced by partners and customers and file Defect with Engineering
• Author and/or review Technical Support Bulletins & Technical Notes
• Review technical documentation for training materials, technical marketing collateral, OEM manuals, troubleshooting guides, etc
• Effectively manage multiple tasks simultaneously in high-pressure environment.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

• Provide global technical support for leading Global 2000 customers
• Assist customers with break/fix issues and hardware replacement
• Author and/or review Technical Support Bulletins & Technical Notes
• Review technical documentation for training materials, technical marketing collateral, OEM manuals, troubleshooting guides, etc
• Record, update and manage all assigned service requests leveraging Virtual Instruments CRM
• Interfaced with Engineering and provided feedback for product development and enhancement
• Effectively manage multiple tasks simultaneously in a high-pressure environment.

• Provide 3rd level escalation support to 2nd level engineers, Brocade OEM’s, partners and End User Customers
• Consistently rank high in customer satisfaction surveys
• Own and monitor service requests to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
• Recreate issues experienced by partners and customers and file Defect with Engineering
• Author and/or review Technical Support Bulletins & Technical Notes
• Review technical documentation for training materials, technical marketing collateral, OEM manuals, troubleshooting guides, etc
• Effectively manage multiple tasks simultaneously in a high-pressure environment.

• Provide technical support to Brocades partners and customers on Brocade products
• Troubleshoot, diagnose and resolve partner and customer issues
• Define and manage problem resolution plans and communicate closure/resolution to partners and customers
• Record, update and manage all assigned service requests leveraging Brocade CRM
• Identify known issues, hardware, and software problems leveraging Brocade CRM
• Recreate issues experienced by partners and customers
• Adhere to Brocades documented escalation guidelines.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.