Rafael Ozambela

Experience

• 

  IBM

  Jan 2000 - Jan 2003

  Sustaining Engineer

  Sustaining Engineer as technical support and trainer for Mylex external data storage systems and IBM SCSI disk based storage systems (acquired by LSI).Established new working relationships between engineering sites in Fremont, CA and Boulder, CO to provide development pathways for legacy support functions

• 

  LSI, an Avago Technologies Company

  Jan 2003 - Jan 2011

  Products Applications Engineer

  Engages closely with engineering Program Management, test and development teams to deliver customer code releases on or ahead of schedule. Manages customer product defect reporting and provide visibility to program progress. Provide customer code drops and manage customer defects in databases (Bugzilla / Clear Quest), manage internal development and customer build documentation in Agile and deliver reporting using MS Office tools (acquired by NetApp).Improved product support function by developing inter-site support relationships between Boulder, CO and Wichita, KS to merge disparate remote support functions, identified redundancies, and established engineering development pathways. Show less

• 

  NetApp

  Jan 2011 - now

  Customer point-of-contact for code development defect troubleshooting and general point-of-contact for product and program inquiries. Technical liaison and adviser to internal and external development engineering and test teams. Supports and enhances customer account relationships by coordinating critical issues and regular communications to resolution.* Drove customer retention and satisfaction by establishing new engagement standards that turned a “Red Hot” customer satisfaction rating to “Green” within one quarter.* Personally developed a “Support Summit” engagement concept for critical customer relationships where the resulting improvements were such that it was applied to all major OEMs and continues as a standard methodology for customer satisfaction and establishment of a dedicated role of “Support Account Manager” for OEM customers. NetApp now holds annual Support Summits for OEMs that use business intelligence systems to deliver quarterly business review metrics. Show less Delivers new product updates and code releases for both new and post release products on or ahead of schedule. Delivers root cause analysis reports and executive summaries for OEM customers, and authoring development support processes. Develops customer tracking reports for program status deliverables on multiple programs and hardware platforms. * Utilized relationship building and technical skills to perform customer site support and complete project required customer lab maintenance and upgrades. * Managed customer requirements and delivered customer program code for multiple OEMs over 12 years on time at over 98% of agreed upon dates under both Netapp Inc. and LSI Inc. Show less

  • Engineering Program Manager

    Nov 2001 - now

  • Field Application Engineer

    Jan 2013 - Oct 2019

  • Senior Products Applications Engineer

    Jan 2011 - Jan 2013