Keigo N.

Experience

• 

  Hewlett-Packard

  Apr 2009 - Sept 2012

  Technical consultant

  *Building enterprise system[ Role : Project lead ]Project: Management system for a web hosting serviceSystem details: VMware ESX 4.1Red Hat Enterprise Linux 5.5Red Hat Network Satellite 5.4.1[ Role : Server design and integration lead ]Project: Web system for a public agenciesSystem details: Red Hat Enterprise Linux 5.5Windows Server 2008R2[ Role : A part of server integration ]Project: Web and DB system for a convenience store industrySystem details:VMware ESX 4Red Hat Enterprise Linux 5.4Windows Server 2008R2[ Role : Failure analysis and Skill transfer ]Project: Mission-critical system for a food service industrySystem details:VMware ESX 4Red Hat Enterprise Linux 5.4Windows Server 2008R2[ Role : System design lead ]Project: Mission-critical and Disaster Recovery system for a manufacturing industrySystem details:VMware ESXi 5Red Hat Enterprise Linux 5.7Windows Server 2008R2[ Role : System design and integration lead ]Project: Web and Disaster Recovery system for an automobile service industrySystem details:VMware ESXi 5Red Hat Enterprise Linux 6.2Windows Server 2008R2[ Role : Project Administration, Failure analysis ]Project: Mission-critical system for a department store groupSystem details:VMware ESXi 3.5HP-UX 11i v3[ Role : System design and integration ]Project: Bond system for a large financial institutionSystem details:HP-UX 11i v3Windows Server 2008R2[ Role : Relocation planning ]Project: Server relocation for a major insurance companySystem details:VMware ESXi 4SolarisWindows Server 2008R2 Show less

• 

  Red Hat

  Oct 2012 - now

  As a Senior Technical Account Manager, I'm working for various customers, system integrator, OEM partner, cloud provider and telco company. I provide the following outcomes to the customers.* Better support experience with well-understandings of customer's environment and product knowledge. For example, I usually provide my analysis with source code. This nature enables the customers to get the better understandings of the issue and how to analyze the issue by themselves. * Open-mind discussion in a regular meeting for understanding customer's situation and future planning.In a regular meeting, I discuss various topic, current on-going ticket, upcoming events on customer side, any questions to product and issues in their environment. * Provide the preliminary sessions for getting better support.I provide 3 series of preliminary session for our customer to get better initial response and communication with support team. * Sync with sales team for the future opportunity.From daily activity, the TAM can find the future opportunity in the customer and I sync with the corresponding sale team/person for offering.As a Team Lead, I'm focusing on accelerating team work, increasing capability of team members through daily communication, sales enablement for better sales experience to potential TAM customers.* Collaborating between team members to accelerate resolutionTo enhance teamwork and collaborative work among team members, we frequently discuss stalled cases with team members then we can share the technical knowledge with the members and bring new insights to members.* Regular sales enablement session for TAM servicesThe key of customer success in TAM service at initial phase is setting the proper expectations to TAM service.By the session, sales team recognize the TAM service and its details. This activity increases the sales opportunity of the service and closed deal.The reference is: https://active.nikkeibp.co.jp/atcl/sp/b/23/03/07/00859/ Show less As Senior Technical Support Engineer,I am providing Red Hat platform products (especially RHEL and RHS) support services for Red Hat's customer.* Main role is providing L1-L3 support to Red Hat customer in Japanese.* Additionally, I provide L1-L3 support to Red Hat global customer in English.* Handling customer escalations or critical issues with business and technical teams.* Collaboration with local region team and foreign Japanese support team.* Collaboration with Software Maintainer and Engineer.* Collaboration with local sales team for solving customer issue. * I interview a candidate and give a feedback to talent acquisition team.As Local Team Lead,* Handling customer complicated escalation.* Resolving local team related issue with all stake holders.* Co-work with other regions team leads to resolve global issue.* Support for the local team supervisor to handle technical and business issue. Show less As Technical Support Engineer,I provided all Red Hat platform product (especially RHEL) support services for Red Hat's customer.* Main role was L1-L3 support to Red Hat customer in Japanese.* Additionally, I provided L1-L3 support to Red Hat global customer in English.* Collaboration with local region team and foreign Japanese support team.* Collaboration with Software Maintainer and Engineer.* Collaboration with local sales team for solving customer issue. As Local Team Lead,* Handling customer complicated escalation.* Resolving local team related issue with all stake holders. Show less

  • Principal Technical Account Manager, Team Lead

    Oct 2024 - now

  • Senior Technical Account Manager, Team Lead

    Apr 2021 - Dec 2024

  • Senior Technical Account Manager

    Jul 2018 - Apr 2021

  • Technical Account Manager

    Jun 2016 - Jun 2018

  • Senior Technical Support Engineer and Local Team Lead

    Sept 2014 - Jun 2016

  • Technical Support Engineer and Local Team Lead

    Apr 2014 - Aug 2014

  • Technical Support Engineer

    Jun 2013 - Apr 2014

  • Associate Technical Support Engineer

    Oct 2012 - May 2013