Senior Customer Support Engineer

• Jan 2023 - Present

Principal Support Engineer

• Nov 2019 - Jan 2023

Principal Support Engineer in supporting Puppet PE.* Work with Product and Engineering to improve the user experience* Create training, process, and onboarding materials* Develop and maintain software for the support team* Contribute patches and improvements to the product* Handle critical support escalations* Assist and train Support Engineers

Senior Support Engineer

• Feb 2017 - Nov 2019

* Resolve customer technical issues through research and reproductions* Train and assist Support Engineers* Manage critical support escalations* Contribute patches and improvements to product* Contribute to team owned software projects

Senior Technical Consultant

• Nov 2012 - Feb 2017

Senior Consultant specializing in Virtualized solutions for International Integrated Solutions, LTD. Focused on the design and delivery of VMware vSphere, VMware vRealize, BCDR, Veeam, and Cloud Solutions. • Design, architect and deliver Virtualized Infrastructure, Cloud, DR, and Backup Solutions • Deliver POC, Pilot, and Production solutions in customer environments • Develop and propose custom solutions to meet customer’s requirements and objectives while incorporating industry best practices • Deliver Informational, Proposal, Assessment, and Design documentation • Develop in-depth technical knowledge of VMware, Storage, Veeam, Red Hat, AWS, and upcoming technologies • Act as trusted adviser to help customers make the best decisions for their environment • Participate in pre-sales efforts including technical sales presentations, architecture design discussions, proof-of-concept engagements, solution demonstrations, and technical workshops Show less

Escalation Engineer

• Feb 2010 - Nov 2012

• Specialized in Enterprise Storage with VMware products. • Managed critical escalation support requests for VMware SRM, VDR, VCB, and Core Storage. • Presented at customer support days. • Contributed to Knowledge Base. • Assist and Mentor Technical Support Engineers. • Specialized in Enterprise Storage with VMware products. • Managed critical escalation support requests for VMware SRM, VDR, VCB, and Core Storage. • Presented at customer support days. • Contributed to Knowledge Base. • Assist and Mentor Technical Support Engineers.

Unix System Administrator

• Jul 2008 - Jan 2010

• Wrote many utility scripts (in Perl, php, bash, tcsh, and sh) • Supported many customers, interfacing with them via the phone and email. • Duties included software and hardware support for Linux and Solaris servers and clients on hundreds of systems, compiling software, installing and maintaining operating systems, troubleshooting software and hardware issues. • Installed and maintained HPCC software such as Torque, Maui, PBS Pro and mpich. • Wrote many utility scripts (in Perl, php, bash, tcsh, and sh) • Supported many customers, interfacing with them via the phone and email. • Duties included software and hardware support for Linux and Solaris servers and clients on hundreds of systems, compiling software, installing and maintaining operating systems, troubleshooting software and hardware issues. • Installed and maintained HPCC software such as Torque, Maui, PBS Pro and mpich.