Sr. Solutions Engineer

• Jul 2022 - Present

Senior Customer Success Engineer

• May 2021 - Jun 2022

Troubleshoot and perform root cause analysis across Rubrik products and surrounding technologies. Cluster operations and management. Backup strategy development and recovery assistance. Troubleshoot and perform root cause analysis across Rubrik products and surrounding technologies. Cluster operations and management. Backup strategy development and recovery assistance.

Senior Technical Support Engineer

• Aug 2018 - May 2021

Perform root cause analysis and general troubleshooting for System, Application(Rails), Network, Cloud, SDK, etc. SAML SME. KCS coach - Lead KCS initiative to move customers towards self-assist tools and improve asset usage metrics within the organization for a team seeing 1600 tickets/month. Publisher of knowledge assets - Approving/advising team on changes needed for KB articles as well as writing articles on troubleshooting topics for various products. Training focal for the support… Show more Perform root cause analysis and general troubleshooting for System, Application(Rails), Network, Cloud, SDK, etc. SAML SME. KCS coach - Lead KCS initiative to move customers towards self-assist tools and improve asset usage metrics within the organization for a team seeing 1600 tickets/month. Publisher of knowledge assets - Approving/advising team on changes needed for KB articles as well as writing articles on troubleshooting topics for various products. Training focal for the support team. Work closely and kindly with customers to manage and customize IBM Aspera products to meet their needs. Show less Perform root cause analysis and general troubleshooting for System, Application(Rails), Network, Cloud, SDK, etc. SAML SME. KCS coach - Lead KCS initiative to move customers towards self-assist tools and improve asset usage metrics within the organization for a team seeing 1600 tickets/month. Publisher of knowledge assets - Approving/advising team on changes needed for KB articles as well as writing articles on troubleshooting topics for various products. Training focal for the support… Show more Perform root cause analysis and general troubleshooting for System, Application(Rails), Network, Cloud, SDK, etc. SAML SME. KCS coach - Lead KCS initiative to move customers towards self-assist tools and improve asset usage metrics within the organization for a team seeing 1600 tickets/month. Publisher of knowledge assets - Approving/advising team on changes needed for KB articles as well as writing articles on troubleshooting topics for various products. Training focal for the support team. Work closely and kindly with customers to manage and customize IBM Aspera products to meet their needs. Show less

Founding Instructor

• Aug 2017 - Aug 2018

Designed training curriculum, taught group classes and selected the most appropriate theme for the music and the fitness protocol. Successfully leveraged social media to attract new members and clients. Designed training curriculum, taught group classes and selected the most appropriate theme for the music and the fitness protocol. Successfully leveraged social media to attract new members and clients.

Personal Trainer

• Jul 2016 - Aug 2017

Meet with potential and existing clients to establish training curriculums. Developed and sold custom training programs. Engaged email marketing strategies to acquire solid qualified leads at a rate of 4/per week. Maintained a schedule of 30 personal training session each week as part of client improvement plan. Meet with potential and existing clients to establish training curriculums. Developed and sold custom training programs. Engaged email marketing strategies to acquire solid qualified leads at a rate of 4/per week. Maintained a schedule of 30 personal training session each week as part of client improvement plan.

Acrobatic Entertainer

• Sep 2013 - Jul 2017

Acrobatic performance for various corporate and private events. Ambient entertainment for guests of small events. Choreographed shows for large audiences. Acrobatic performance for various corporate and private events. Ambient entertainment for guests of small events. Choreographed shows for large audiences.

Acrobatics Instructor

• Jan 2013 - 2017

Plan and lead courses and workshops on various athletic skills including handbalancing, acrobatics, conditioning, mobility, partner acrobatics, flexibility, etc. Plan and lead courses and workshops on various athletic skills including handbalancing, acrobatics, conditioning, mobility, partner acrobatics, flexibility, etc.

Senior Technical Support Engineer

• Oct 2011 - May 2016

Perform root cause analysis and general troubleshooting for System, Application, Network, or User Error. Administer Zendesk ticketing system and synchronization with Salesforce. Work closely and kindly with customers to manage and customize Aspera products to meet their needs. Perform root cause analysis and general troubleshooting for System, Application, Network, or User Error. Administer Zendesk ticketing system and synchronization with Salesforce. Work closely and kindly with customers to manage and customize Aspera products to meet their needs.

Acrobat

• Sep 2014 - 2016

Choreograph and perform group acrobatics in staged shows and corporate events. Choreograph and perform group acrobatics in staged shows and corporate events.

Information Systems Analyst

• Jan 2009 - Oct 2011

Responded to EDD customer inquiries and requests for assistance for hardware and software problems, email, telecommunications and related issues. Resolved any customer technical issues through diligent research, reproduction, and troubleshooting. Assumed ownership for internal tickets until final solution was resolved. Documented all technical inquiries; developed and reviewed content for knowledge-base entries. Support for mainframe system, and Windows environment. Responded to EDD customer inquiries and requests for assistance for hardware and software problems, email, telecommunications and related issues. Resolved any customer technical issues through diligent research, reproduction, and troubleshooting. Assumed ownership for internal tickets until final solution was resolved. Documented all technical inquiries; developed and reviewed content for knowledge-base entries. Support for mainframe system, and Windows environment.

Gymnastics Instructor

• Sep 2010 - Jul 2011

Coach gymnasts, progress skill level, prepare for competition as well as prepare and participate in shows. Coach gymnasts, progress skill level, prepare for competition as well as prepare and participate in shows.

Math Tutor and Case Manager

• Jan 2007 - Sep 2010

Work closely assisting students in achieving academic goals. Gather and report information from contacting parents and teachers. Work closely assisting students in achieving academic goals. Gather and report information from contacting parents and teachers.