Rick A.

Perlaki
26782 Coronation Drive • Woodhaven, MI 48183
734.676.3314 • rperlaki@sbcglobal.net

SUMMARY
Seeking senior-level technical account/project manager position where more than 10 years of systems
engineering, sales development, and technical/pre-sales support will add value, and increase customer
satisfaction and retention.

PROFILE
• Project Management: Managed backline support engineering team to develop test environment to
troubleshoot problematic Oracle database performance issues with Ford Motor Company’s Global IT
Department. Led group that resolved issue in 7 days, saving Ford more than $1M and helping
Veritas gain preferred vendor status with Ford.
• Process Improvement: Grew business from $800,000 in previous 5 years to more than $6M in 4
years by working with sales team to implement required processes to manage implementation of
software licensing and deployment of Veritas products and services for Ford Motor Co.
• Sales/account management experience: Took over accounts left open from sudden departure of
sales rep (in addition to maintaining responsibilities as systems engineer and technical support
engineer), and generated sales more than $200,000 higher than previous 2 sales reps combined.
• Recipient of several commendations and three outstanding employee awards. Consistently
completed projects on time and within budget while working with cross-functional, virtual teams.
• Manager said: “(Rick) has been on his game with regards to not only facilitating quick resolutions to
technical issues, but has really done a remarkable job in communicating clearly with these customers
and our own support organization. In each of these cases he has displayed unbelievable patience,
determination and professionalism.”

EXPERIENCE
• Project Manager, Precise Software Solutions, Red Wood Shores, CA (2008-2009)
• Technical Account Manager, Digital Connection, Minneapolis, MN (2007-2008)
• Technical Account Manager, Symantec Corporation, Cupertino, CA (2005-2007)
• Systems Engineer, Midrange Computer Solutions, Chicago, IL (2004-2005)
• Regional Technical Account Manager, Veritas Software, Mountain View, CA (1998-2004)

AREAS OF ACHIEVEMENT
• Delivered full life cycle project management from inception, through requirements and testing
phases, to implementation, including knowledge of project management and evaluation techniques.
(Precise Software Solutions)

• Worked with sales team to save large account by managing team of support and engineering
resources to resolve persistent support problems with Veritas Netbackup product. Problem resolution
saved $500,000 a year customer account, and director of operations specifically requested my
leadership for all future pre/post sale opportunities.

• Saved more than $650,000 in product refund and gained $250,000 in additional revenue by
deploying software development team and backline support engineering team to resolve
product/support issues. Problem persisted for more than 60 days before being brought in, turnaround
was complete in 2 weeks. Client became reference account for Symantec.

• Customer service : At both Veritas and Symantec, designed, developed and implemented 2
customer-focused programs that led to increased customer satisfaction and increased overall
confidence in software product support knowledge throughout organization. This resulted in sales
 team consistently meeting quarterly sales goals of $3.5-$5.5 million.

Rick Perlaki Page 2

AREAS OF ACHIEVEMENT-CONTINUED

• Training/Mentoring: Provide support/education to customers needing to transition outdated products

to new versions, increasing customer satisfaction, confidence and product loyalty, helping sales team
keep existing client base. Mentored both sales account managers and system engineers on the use of
internal systems and company processes. (Veritas and Symantec)

• Troubleshooting: Successfully managed resolutions of issues between third party OEM vendors and
other providers, including Sun, HP, Oracle, IBM and Dell. (Veritas and Symantec)

• Improved efficiency by more than 40% through reducing the time that systems engineers spent on
non-revenue generating activities. (Veritas and Symantec)

• Enhanced efficiency and customer satisfaction by co-developing and implementing a Regional

Technical Account Manager handbook within Veritas. Developed a Career Path Matrix document
for the Regional Technical Account position within Symantec.

• Served as a customer point of contact (POC), acted as single POC for pre/post-sale issues, and
promptly provided solutions to customer issues, including support, licensing, case escalations,
product change requests, and hardware/software acquisitions/updates. (Midrange Computer
Solutions, Symantec, Veritas)

• Symantec Regional Manager said: “Rick is the ultimate diplomat and negotiator. He has built cross-
functional relationships within support, engineering, project management and sales. Strong, deep
relationships are the skills Rick uses to be effective in quickly resolving customer issues. Rick
conducts his efforts in all these business units to effect resolution of customer's issues."

TECHNICAL SKILLS
• Operating Systems: Windows 2000/2003 Server, IBM AIX, HP-UX, Sun Solaris, Linux
Redhat/SuSe
• Hardware Platforms: RS6000, HP9000/HP Opteron, Sun Sparc, Intel/AMD
• Appliances: Brocade Silkworm SAN Switches, McData SAN Switches, QLogic SANBOX SAN
Switches, Network Appliance Net App/NAS
• Disk Arrays: EMC Clariion Systems, Dell Power Vault Storage, Hitachi Data Systems, Falconstor
Virtual Tape Libraries
• Peripheral Fibre Cards: JNI/AMCC, QLogic, Emulex

EDUCATION/TRAINING
• Electronic Engineering Technology Diploma, National Institute of Technology
• Training Programs: Veritas Netbackup/Storage Foundation, Precision Selling Process, Enterprise
Selling Process/Strategic Planning, Target Account Selling (TAS), Evaluator Group’s Evaluating
Enterprise Storage, Systems Engineer certification of EMC’s Clariion product line.