The document summarizes the professional experience and qualifications of Jeff Markland, including over 20 years of experience in technical support, sales engineering, account management, and data analysis. He has worked at Dynatrace/Compuware since 2009 as a Sales Engineer and Solution Consultant and previously worked at Sun Microsystems from 1990 to 2009 in various roles involving customer support, systems management, and data analysis.

1. JEFF MARKLAND
5125 Foxglove Trail jeffmarkland@msn.com Home: 303.665.1417
Broomfield, CO 80023 Cell: 720.979.7209
SUMMARY
IT professional with extensive history of progressively responsible experience in Technical Support, Sales
Engineering / Consulting, Account Management, Web Application Management, and Data Analysis. Enjoy
performing independently and as a leader. Passion for customer interfacing, problem solving and analysis of
efficiency as it relates to business principles. Decisive, solutions-focused and results-oriented experience that
have combined various areas of skill and knowledge. Proven success in providing sales technicalsupport as well
as consulting services.
Competencies include
 Customer Presentations / Interfacing / Consulting  Mission-Critical Preemptive Support
 Advanced Troubleshooting Techniques  Leadership Essentials
 Process Streamlining / Improvement  Application Performance Monitoring
PROFESSIONAL EXPERIENCE
DYNATRACE / COMPUWARE, Denver, CO 2009 – Present
Sales Engineer / Solution Consultant, Dynatrace Sales
 Provided Technical Support to Sales Territory Managers resulting in sales of over $1-$2 million per
year. Duties include Technical reviews, Proof of Concepts, Training, Demos, Consulting, Team
Building, Customer Presentations
SUN MICROSYSTEMS, Broomfield, CO 1990 – 2009
Application Manager, Systems Management Operations 2004 – 2009
 Interfaced with multiple Managed Hosted environments hosting SaaS applications for Sun’s Systems
Managed Applications resulting in revenue generation via subscription model.
 Led team and managed all global operating environments that insured smooth deployment of
applications from development to production minimizing unplanned outages and loss of revenue.
 Created and instituted Standard Operating Procedures (SOP’s), escalation paths, and documentation to
train staff and minimize outage time.
 Managed projects which improved and maintained the health and availability of the production
environments, including server consolidation, capacity management, performance metrics which
minimized unplanned outages and reduced operating costs.
 Provided second tier support and escalation into the engineering organization for quick resolution of
system / product failures.
Data Analyst, SunServices Engineering / Customer Network Services 2003 – 2004
 Provided data analysis and charts for remote monitoring products that improved quality and reduced
total service costs.
 Provided end-to-end data analysis that was used to show effectiveness of Remote Services products.
 Worked directly with customer account teams to identify trends and provide analysis to support service
goals.
Alarms Engineer, Sun Remote Services 2001 – 2003
 Provided feedback and analysis of Sun Remote Services (SRS) Alarms that improved the quality of the
product and reduced the total cost of managing and support.
 Provided data analysis for Account Teams highlighting solutions for customers with specific Sun
products that improved account team sales and customer satisfaction.

2. Account Manager, Enterprise Services 2000 – 2001
 Managed sales / service issues on a global basis. Ensured reliability of IBM Global Services managed
systems, particularly for the Lucent Technologies and Solectron accounts.
 Presented sales solutions in conjunction with local sales teams.
 Directed team of Reliability, Availability, and Serviceability engineers (RAS) in meeting RAS
objectives and managed monthly review meetings, service escalations, proactive policy improvement,
and trend analysis.
 Proposed and implemented customized Service Ticket coding system which delivered timely and
accurate information to IBM’s call center and reduced Sun’s call center error rate by 60%.
 Nominated to STARS (Sun’s Top Achiever Recognition Summit).
 Awarded MVP by Sales Team for rapid customer escalation response.
Serviceability Engineer IV (RAS), Reliability, Availability 1999 – 2000
 Proposed and integrated customized Sun Remote Services monitoring solution resulting in nationwide
sales of over $2M.
 Provided RAS system support for IBM Global Services. Objectives included profiling and
recommendations for customer environments which improved performance, identified single points of
failure which resulted in additional hardware and software sales of $5M.
 Selected to attend STARS as a result of outstanding performance.
Technical Support Engineer IV 1998 – 1999
 Provided technical support for the SRS 1.X project which was Sun’s first generation monitoring
product. Reduced alarm rate by 15 – 20% for the E10000, SunCluster, and Sun’s storage products.
 Provided backline call center technical support for Global Enterprise Service Delivery
Group. Customers included MCI / Worldcom, AT&T Global Networks, Fidelity Investments, and
Texas Instruments.
 Participated on team of specialists which dramatically improved Sun’s service delivery to MCI /
Worldcom which became a service reference account.
 Nominated to STARS recognition program.
System Support Engineer I, II, III 1990 – 1998
 Functioned as On-site System Support Engineer providing support for system administrators, project
management, proactive strategies (RAS), customer relations, sales consulting, and platinum review
meetings for Lexis-Nexis Corporation.
 Directed Service Delivery and Sales Engineering teams to provide specialized hardware and software
solutions at Lexis-Nexis which resulted in Sun being selected as preferred vendor and generated annual
sales ranging from $24M – $30M.
 Provided support and management of all escalations occurring in Michigan, Ohio, Indiana, and
Kentucky.
 Selected to attend STARS recognition program, nominated to attend Pro Bowl Achievement Trip, and
received several Employee of the Month Awards.
 Supported system administrators, project management, proactive strategies (RAS), customer relations,
and platinum review meetings for the Greater Cincinnati and Kentucky territory. Customers included
Cincinnati Bell, GE Aircraft Engines, Proctor and Gamble, and United Parcel Service.
 Awarded National Excellence Award for support of Lexis-Nexis.
 Received Employee of the Month Award.
EDUCATION AND PROFESSIONAL DEVELOPMENT
AEET Degree, Ohio Institute of Technology, Columbus, OH
Specialized Training classes with Sun including Advanced E10K Maintenance, Remote Services, High
Availability, Solaris Administration, Leadership Essentials