JOSEPH M. ROJAS, PMP Phone (832) 361-2190 jmr144k@hotmail.

com

TECHNICAL ACCOUNT MANAGEMENT / SOFTWARE DEVELOPMENT An action oriented leader / manager offering proven expertise and a solid foundation in technical account management, software engineering/development, system integration and customer service. Excellent verbal and written communication skills consistently demonstrated daily with international partners of diverse backgrounds and at all levels of the corporate structure. Highly resourceful, creative, an excellent problem solver with a passion to exceed customer expectations. Consistently demonstrates perspective, perseverance and excellent listening skills. CORE COMPETENCIES Decision Quality Program Planning Customer Focus Team Leadership Software Test & Development Program / Project Management Interpersonal Communication Advanced Technologies Cross-Functional Leadership Service Delivery

Continual Improvement
Work Flow Optimization PROFESSIONAL EXPERIENCE

DELL INCORPORATED, Round Rock, Texas 2000 Present Customer Support Manager (CSM) Dell Enterprise Groups Global Microsoft Customer Support Services (CSS) account. Serve as the single point of contact for the combined Microsoft CSS contract for Compellent, Equal Logic, PowerVault, PowerEdge, International Product Support product groups. Coordinate daily with my OEM TAM on all aspects of our CSS account, i.e., account management, service delivery plans, support issues, deliverable statuses, annual CSS contract negotiations and renewal process, etc Collaborate with globally dispersed development teams in the escalation of Microsoft OS and Application issues, track deliverables ensuring schedules are strictly adhered to. Manage the Bangalore Development Center (BDC) and Austin Development Center (ADC) debugging of Microsoft OS, application and WHQL certification/ logo issues. Administrator of the CSS SharePoint website including status of all CSS cases, related knowledge base articles, test and release schedules, and announcements. New Server Platform Development Manager Development Manager for the Enterprise Microsoft Engineering global team directly responsible for interoperability of new and sustaining Microsoft server operating systems on new Dell PowerEdge servers, PowerVault and EqualLogic storage platforms. Project managed OS development deliverables for new PowerEdge Server systems for software testing and issue debugging Created, implemented and administrated the OSE New Platforms SharePoint website. Successfully collaborated with our BDC team in updating, mentoring and collaborating assuring all defects were understood, tracked and closed according to New Platform schedules. Software Engineering Consultant for Dell PG Enterprise OS Engineering team Managed functional testing and qualifying of new and sustaining Microsoft Server OS on new Dell PowerEdge server platforms. Team lead for all sustaining efforts associated with Windows Server Operating Systems.

Joseph M. Rojas, PMP

jmr144k@hotmail.com

Subject matter expert with a strong competency in Windows Server Operating Systems assuring quality deliverables. Coordinated the creation of an effective software test plans for the complete integration of Microsoft OS Service Packs into our factory installation OS images. Owned all Microsoft OS defects and insured timely resolution and closure. HEWLETT-PACKARD, Kansas City, Missouri 1997 - 2000 Customer Engineer As a Hardware Systems Engineer, I efficiently installed, repaired and updated RISC and Intel based server hardware and software for Enterprise accounts including Sprint, H&R Block, Farmland, AT&T Data Centers, National Weather Service & Federal Drug Administration. Provided strategic pre- sales consulting and system integration of a $MM dollar RISC and Intel based computer systems and networking rollouts. Selected by Peers for the HP Top Achievers Award, 2009. SONY CORPORATION, Kansas City, Missouri 1993 - 1997 Parts Account Representative II Effectively handled inbound USA and international sales and support calls for the purchase of consumer electronics parts & accessories ensuring highest level customer service and satisfaction. Determined customer needs, solved critical problems and pricing issues, checked product availability, and arranged for shipping in a time sensitive manner. Achieved the Sony Top Sales Award, 1996 & 1997. THORN SERVICE INTERNATIONAL, Kansas City, Kansas 1991 - 1993 Electronics Technician Troubleshot and performed component level repair of consumer audio - visual electronic equipment. UNITED STATES MARINE CORPS, (Secret Security Clearance, Expired) Avionics Shop Shift Supervisor Managed a diverse team of eight aviation electronic technicians. Electronics technician for the repair of auto-pilot and navigation systems. 1981 - 1991

EDUCATION MBA specializing in IT Management Capella University, Minneapolis, Minnesota, 2005 Bachelors Degree in Telecommunications Management DeVry University, Kansas City, Missouri, 1998 CERTIFICATIONS

ITIL V3 Foundation, 2012

Compellent Certified Storage Architect, 2011 Project Management Professional (PMP), 2010 Dell Business Process Improvement Green Belt, 2006