Chuck Schulien

About Chuck Schulien

Extensive background in Support and Operations Management for high technology environments with demonstrated ability to increase revenue and improve customer satisfaction and internal processes. Experience in operations, support, and relationship management for a Fortune 50 company. Demonstrated ability to improve customer satisfaction and increase revenue. Established leader and mentor focusing on team unity and empowerment for independent decision-making to build highly productive environments that surpass organizational goals. Specialties: Management experience in large Corporate and Government accounts for high tech software, computer equipment and support contracts.

Experience

1. Global Service Account Manager

   Pure Storage

   Nov 2015 — Present · Dallas-Fort Worth, TX, US

   Service Account Manager - an experienced post sales resource who provides Pure customers with a named customer advocate. Delivers a combination of onsite and remote services, support and account management functions. The SAM is familiar with the customer’s environments, procedures and configuration to support Pure FlashArray’s installed at the customer’s sites. • Advise the customer about new software releases to the extent relevant to customer’s environment • Advise on and help implement best practices with respect to configuration, operation, call handling and escalation of the FlashArray • Review the performance of the FlashArray and will suggest fine-tuning of the FlashArray in conjunction with the account / Support teams where/when appropriate. • Critical Situations and Incident management - the single point of contact for all such events and can drive solutions along with Pure Support, Pure Escalation Management team but also pulling on external resources such as TSA Net for multi vendor environments. • Single point of contact for the customer’s management of support tickets • Intimate understanding of customer’s environment by dedicated Pure resource • Proactive support, maintenance services and escalated case troubleshooting assistance • Quarterly health checks of the customer’s FlashArray in conjunction with the Global Support Centers • Knowledge transfer and technical co-ordination for customer’s staff

Education

• ITIL Certified

  V-3

  2010 — 2010

• Control Data Institute

  Techlical Certificate, Electronics and Computer Technology

  1980 — 1981

• Roosevelt University

  Courses, Management

  1998 — 1999