Gerald Riley

About Gerald Riley

Gerald Riley is a IT Account Manager with 20+ years of excellent Technical & Customer Success Management experience in enterprise service environments. Gerald is currently managing major accounts for NetApp\'s Public Sector. Gerald is an experienced Customer Relationships Manager, Trusted Advisor and Partner for Enterprise Customers, Account Teams, Field Teams and Technical Support organizations while providing proactive and reactive expertise in the following services:Customer Success, Project Management, Escalation Management, Account Management and Reporting, Environment Risk Assessment, Best Practices Recommendations and Customer Education.

Experience

1. Support Account Manager (Customer Success)

   NetApp

   Dec 2012 — Present · Research Triangle Park, NC, US

   IT Customer Success Manager professional, providing account, on boarding and project lifecycle management for public sector customers. Experience trusted advisor and ability to lead high performance teams.Experience liaison between Account Teams, Sales and Technical Support by providing proactive support, Identify and Manage Risks, and reactive support. Manages and oversees enterprise-level projects, customer support experience, managed service activities and company products. Ensures quality service and operational performance within the parameters of program and delivery standards.Development of client relationship by understanding their business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborate with Sales, Renewals, Professional Services and Technical Support groups to demonstrate value of support offering to client and identify opportunities for up-sell and expanded support business.20+ years of excellent customer support in enterprise technical environments.

Education

• Durham Technical Community College

  Computer Information Technology

  1990 — 1992

Skills

• High Availability
• Management
• Storage Management
• Data Center
• Fibre Channel
• Active Directory
• Unix
• Windows Server
• Hardware
• Troubleshooting
• Servers
• Iscsi
• Disaster Recovery
• Vmware Esx
• Operating Systems
• Account Management
• Deduplication
• Solaris
• Netapp Filers
• Vmware
• Public Speaking
• San
• Technical Support
• Vmware Infrastructure
• Virtualization
• Windows System Administration
• Brocade
• Smb
• Nas
• Network-Attached Storage (Nas)
• Windows
• Storage Virtualization
• Project Management
• Nas Storage
• Storage Area Networks
• Storage
• Enterprise Storage
• Storage Architecture
• Storage Solutions
• Netapp