Experience

Drobo, Inc.

• United States
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Sr. Level3 Support Engineer

  • Nov 2007 - Present

  Senior Level-3 Support Engineer, Data Robotics, Inc. (Santa Clara, California), 2007-Present 24/7/365 support of “the world’s first storage robot” (virtual storage) via phone, email and/or forums; Logged and tracked issues via Salesforce CRM; Analyzed diagnostic logs from core product(s) Analyzed/correlated Windows/Mac system logs and event logs Reproduced customer problems in Linux, Mac and Windows environment via iSCSI, USB 2.0 or Firerwire (testing often involved using backup tools such as using Acronis, Vice Versa, SyncToy, SuperDuper, and NT Backup and benchmark software such as HDTune, IO Meter, Xbench, Geekbench or KONA) Capture and file bugs as required Assisted QA and S/W Development in the testing of drivers, bug fixes and new drive firmware; Interfaced with hardware and software engineering/development via Bugzilla and face-to-face; Assisted in creation of various processes and procedures; Created Knowledge Base articles; Assisted Sales in client/account management and communications; Provided training and technical updates to Tier-2/Tier-1 personnel; Processed RMAs for customers and tested inbound/defective units Show less