MICHAEL SANCHEZ JUAREZ
San Francisco
Summary
Experienced Network Engineer with a demonstrated history of working in the information technology and services industry. Skilled in Cloud services, Cyber Security, Network Automation and Administration, next-generation TV services including MultiRights, IPTV, OTT and DVB platforms. Linux administration, Kubernates, openshift, VMware ESX, Active Directory and more. Strong engineering professional with a Master's degree focused in Telecommunications Engineering and Cloud infrastructure.8 consecutive years being top performance rating for annual employee performance review. Great customer satisfaction rating from customers of top 50 Fortune companies, causing more renewals. Team Lead, participate actively in all team decisions and help others to grow up in the team. Design, create and deliver manuals, new trainings, workshops, and presentations for high audience and decision-makers, CLevels, and internal teams.
Overview
2025
2025
years of professional experience
14
14
years of post-secondary education
6
6
Certifications
Work History
Customer Success Manager SaaS Security
Micro Focus
8 2021 - Current
- Responsible for the successful adoption of our SaaS Security solutions, for building value faster and for making for the product successful in the customer environment
- Being a knowledgeable trusted advisor to the customer helping them achieve their business goals and drive greater business value
- Essential interfaces to the customer, accountable for the overall customer well-being during the adoption phase, responsible for ensuring there is a robust adoption plan, with clearly defined steps and owners
- Involved in the onboarding of new SaaS customers, to ensure customer satisfaction, successful adoption of the SaaS platform, as quickly and efficiently as possible to maximize value realization
- Establish trusted relationships, act as the customer advocate, define with the customer a 'desired' state and orchestrate Micro Focus functions towards successful adoption and achieving the desired value realization
- Working directly with customers to enhance their overall experience with the security products, coordinating resources on the Micro Focus side including sales, support, R&D, Professional Services and/or partners building a strong relationship with customers and the account teams
- Ability to design and implement the customer SaaS adoption approach
- Acting as a liaison between product management and the customer with a focus planning and managing their implementation into the SaaS platform
- Proactive management of customer satisfaction during the project timeline
- Promoting opportunities for two-way communication between the customer and various groups
- Ensuring the client takes advantage of best practices and fully leverages customer communities and other resources available as part of product and service contracts
- Prioritizing, coordinating resources and driving resolution on escalated customer issues during the adoption phase
- Help the customer identify risks to achieving their stated business goals
- Efficiently and effectively manage customer related projects that require coordination between the customer, Micro Focus and its partners
Cloud Customer Success Manager
IBM
02.2019 - 08.2021
- Ensuring customer experience with Public Cloud from onboard, discover, try, buy, deploy, to expand and renew is as smooth and pleasant as possible
- Updating and documenting all activities for new and existing accounts into systems in an accurate and timely manner to track activities for future references
- Host quarterly business review meetings to facilitate customer feedback and actions with CEO's and stakeholders
- Notifying process problems and challenges to sales and marketing departments and maintaining brand relationships with sales and marketing teams and clients effectively
Technical Account and Project Manager
Verimatrix
04.2018 - 06.2019
- Works in conjunction with Sales Account Owner & becomes a trusted technical advisor through responsive, regular communications and quarterly technical business reviews
- Regularly tracks, reports & presents on current state of the activities: Timelines, status of current systems, projects, support issues, capacity planning, and future roadmap items
- Acts a technical escalation point for, ensuring day-to-day operational needs are being met & coordinate escalation meetings/calls when needed
- Create SOW, SATs, complete projects and claim revenue
Technical Account Manager
HPE
01.2010 - 06.2018
- Technical advocate and strategic partner to customer for the Product Center
- Develop plans to proactively improve and maintain software investment
- Contribute to customer satisfaction for assigned coverage (CSI)
- Assist with product deployment and upgrade strategy
- Monitors support cases and assumes direct responsibility for escalating issues to ensure resolution
- Document Customer environment in Operational Profile and maintain the documentation
- Own and deliver QTRs (Quarterly Technical Reviews)
- Accountable and Responsible of the follow up of the action items defined
- Own and deliver Remote Review (aka dashboard) calls with the customers
- Accountable and responsible for planning and delivery of Onsite Days for assigned Product Center
- Assist with formal escalations (Technical and Enhancement Requests)
- Track renewals and any At-Risk issues
- Contribute to renewals, upsells, cross-sells, and leads (Lead The Deal)
- Diagnosing and resolving software problems or conflicts
- Answering technical questions
- Answer phone calls from users in order to resolve specific problems
- Use automated diagnostic programs to solve problems
- Identify recurrent problems and help users resolve them
- Understand java Heap dumps when performance is affecting systems
- Collect and analyze logs in order to determinate bugs and errors
- Create internal cases with development and work together to provide enhancement request and hotfix
- Research new fixes and patches on Linux/Unix/Win NT systems
- Provide support with Oracle, SAP, Exchange
Education
Master Degree -
Telematic Engineering
San Jose, San Jose 05.2001 - 06.2015
Bachelor - undefined
Telematic Engineer
San Jose, San JoseSkills
Kubernetes
OpenShift
Cloud networking
Server provisioning
Network Stack as a service
Querying
Microsoft SQL
IP/TCP networks
wireless
broadband
Active Directory
Technical Support
HP Network Automation
NCM
Backups
disaster recovery
Oracle
Exchange
SQL
SAP
File System
UNIX
Windows Servers
Java
HTML
Perl
Expect
Python
VMWare
ESX Server
Data Base
MSSQL
MySql
Postgress
Certification
VCAS MultiRights OTT, IPTV, InternetTV and DVB, 07/01/18
Timeline
Cloud Customer Success Manager
IBM
02.2019 - 08.2021
Technical Account and Project Manager
Verimatrix
04.2018 - 06.2019
Technical Account Manager
HPE
01.2010 - 06.2018
Master Degree -
Telematic Engineering
05.2001 - 06.2015
Bachelor - undefined
Telematic Engineer
VCAS MultiRights OTT, IPTV, InternetTV and DVB, 07/01/18
HP AIS - Network Automation v10, 03/01/17
ITILv3, 09/01/15
Querying Microsoft SQL Server 2012, 06/01/14
Accredited Integration Specialist HP DataProtector, 04/01/14
Technology Service Industry Association (TSIA), 03/01/14
Customer Success Manager SaaS Security
Micro Focus
8 2021 - Current
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