Experience

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  Nimble Storage

  • Durham, North Carolina

  • Sr. Technical Support Engineer

    • Apr 2014 - Present
    • Durham, North Carolina

    - Independently diagnose and resolve issues including, but not limited to, Infosight.hpe.com, replication, networking, I/O latency, and host OS configurations.- Liaison between customers, account teams, engineering, product management, and company executives during political, deprecatory, and other escalated cases. - Remotely assist customers and sales engineers with issues related to installations, POCs, hardware upgrades, software updates, data migrations, among other critical cases.- Collaboratively solve technical problems with partners, resellers, and other vendors.- Identify, track, and report product bugs, enhancement and feature requests (RFEs), and potential emerging issues. - Contribute to knowledge base articles and processes to help eliminate wasted support cycles, and make case solving more efficient for customers.

• 

  EMC

  • Raleigh-Durham, North Carolina Area

  • Technical Support Engineer III

    • Nov 2010 - Apr 2014
    • Raleigh-Durham, North Carolina Area

    - Provide enterprise-level support for all Data Domain platforms and software issues in a 24/7 environment using phone, email, chat, and Webex.- Fix and research issues pertaining to CIFS, NFS, replication, networking, and software/hardware bugs.- Gauge issues based on severity and escalate to appropriate resources and groups when necessary.- Customer support with a detailed focus on documentation, developing ‘plan of action,’ and keeping customers informed and setting expectations.- Collaborate with other EMC ‘Backup and Recovery Systems’ divisions to deliver seamless support for customers

• 

  Anfield Inc.

  • Raleigh-Durham, North Carolina Area

  • System Administrator

    • Jun 2007 - Nov 2010
    • Raleigh-Durham, North Carolina Area

    - Responsible for being the single point of contact for all in office and remote employees, by means of desktop support, instant message, remote assistance software, phone and email.- Provide support for the company’s servers, desktops, laptops, and printers. Tasks managing, including but not limited to, Active Directory, Microsoft Exchange, Backup Exec, and WatchGuard firewalls.- Research purchase options and recommendations for all IT needs.

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  Duke University

  • Raleigh-Durham, North Carolina Area

  • IT Analyst

    • May 2006 - Jun 2007
    • Raleigh-Durham, North Carolina Area

    - Provide 1st and 2nd level support for Duke University staff and students in computer and networking related issues by means of e-mail, instant messaging, and telephone.- Enter new incidents and requests in the call-tracking database and monitor existing cases to resolution. Escalate problems to appropriate support groups through an incident-tracking system.- Work with Help Desk Management and other departments to ensure smooth communication and escalation flow during major outages. - Plan, draft, and write technical documents for internal training purposes and for customer use.

• 

  Ajilon

  • Raleigh-Durham, North Carolina Area

  • Help Desk Analyst

    • Sep 2005 - May 2006
    • Raleigh-Durham, North Carolina Area

    (this was a part time position while I was in college)- First and second level customer technical support for traveling sales representatives at GlaxoSmithKline.- Assist users with all laptop, printer, and fax related issues.- Research and investigate all issues related to Lotus Notes, Microsoft Office, and Windows.- Help users with connectivity issues related to wireless and VPN.