Joseph Heesoo Han
Langley,BC
Summary
Dedicated Premium Support Services for largest IT customers as Business Critical Account Managers for 12+ years - Handling complex business or technical issues with cross functional teams for premium customers - Skills : Communication with stakeholders, Deep analysis for the problems, Cooperation with other functional teams Technical Solution consultant for Infrastructure management software(Veritas and Symantec)2+ years - Working with project manager and providing installation and optimization for the high availability solution and backup/recovery or disaster recovery solution. - Skills : Installation and customization for the clustering and backup/recovery solution. Finding a solution with technical log analysis and building test plans. Technical Pre-Sales for Infrastructure management software (Veritas and Symantec) 5 years - Skills : Presentation for the technical products, Proof of Concepts, working with Sales team. Field Technical Support Engineer for NetBackup products - working with customers directly onsite for solving their problems
Overview
20
20
years of professional experience
Work History
Premium Post-support Account Manager/Lead
Veritas Technologies LLC
01.2015 - 04.2021
- Provided specialized premium level post-support services to over 30 largest customers like major financial companies, main telecom companies, public or government companies and largest IT tech companies with technical knowledge for infrastructure management software
- Leaded premium support team with internal work and external work.
- Managed new and existing premium support contracts with good coordination between customers, partners and internal staffs
- Provided proactive planning and implementation for preventing issues and taking proper action for unexpected urgent issues through escalation management
- Provided deep troubleshooting with development team for complex IT issues and environments
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Principal Business Critical Account Manager
Veritas Technologies LLC
02.2009 - 12.2014
- Managed 11 largest premium customers of IT industries and financials and achieved 2M average service revenue from them per year.
- Provided dedicated premium support services with dedicated knowledge for accounts and products (High availability solutions)
- Provided Optimization and customization for disaster recovery solutions including backup and recovery
- Worked closely with development team and technical support team to solve complex technical issues
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Senior Solution Consultant
Symantec
07.2006 - 01.2009
- Joined 5 IT projects for implementation,designing or optimization for disaster recovery per year
- Worked with project manager, leader and other vendors for projects.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies
- Communicated with advertising and sales teams to integrate customer feedback into future promotional efforts
Senior System Engineer/Technical Sales
VERITAS Software
07.2001 - 07.2006
- Provided Prove of Concept, Technical presentation, Competitive presentation, Benchmark testing, working with Technical Support
- Made one technical and business presentation per week with sales team to accelerate sales revenue.
- Tried to resolve 2 business or technical issues together with technical support teams and sales teams per week.
- Designed tailored disaster recovery solutions to maintain uptime
Education
Master of Arts - Christian Worldview Studies
Trinity Western University – ACTS
Vancouver, BC04.2024
Bachelor of Arts - French Language and Literature
Yonsei University
Seoul, Korea07.1996
Some College (No Degree) - Information Technology
Ssangyong Computer And Communication Education Center
Seoul, KoreaSkills
- Korean and English , verbal and writing for communication
- Key account management
- Technical knowledge for various Disaster Recovery area including Backup and recovery
- Knowledge for general OS, networks, SAN, Clouds & Database technologies
- Post Sales Strategic account management with delivering premium support
- Service Delivery Management
- Enterprise architectural Software (Specialist for Veritas products : NetBackup / VCS )
Additional Information
- Awards , Asia Pacific and Japan Star Award
Timeline
Premium Post-support Account Manager/Lead
Veritas Technologies LLC
01.2015 - 04.2021
Principal Business Critical Account Manager
Veritas Technologies LLC
02.2009 - 12.2014
Senior Solution Consultant
Symantec
07.2006 - 01.2009
Senior System Engineer/Technical Sales
VERITAS Software
07.2001 - 07.2006
Master of Arts - Christian Worldview Studies
Trinity Western University – ACTS
Bachelor of Arts - French Language and Literature
Yonsei University
Some College (No Degree) - Information Technology
Ssangyong Computer And Communication Education Center
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