Saratoga Springs, Utah, United States
I am a Weekend Remote Support Engineer and Assistant Coach at Everpure, a leading provider of flash storage solutions. With over 7 years of experience in this role, I am able to handle case management as an AI-assisted Troubleshooting SME, array troubleshooting using Linux, exercise networking skills, and provide support for internal and external flash storage arrays and flash blades. I have been recognized globally by management for pioneering self-service upgrades and have multiple certifications and awards for my dedication and innovation in customer support. As an aspiring entrepreneur and a problem-solving lover, I am always happy to help where it is needed most and to think outside the box.
• Became an AI-assisted troubleshooting SME to help deliver timely RCA's to customers • Sustained a company wide 80+Net Promoter Score since being hired over 7 years ago • Stepped in for PCC Management Weekend Coverage during the Night Shift whenever Management was on PTO or sick to handle case management and be the acting SME to de-escalate cases • Ran Linux search and administrative commands daily to support internal and external arrays • Generated AWS hyperlinks to provide to customers to download upgrade bundles • Managed a backlog of Proactive, Reactive, and Software/Hardware upgrade cases for Designated and Non-Designated Accounts • Created “Tool Tip Time”, which evolved into a monthly newsletter to the team • Received 10’s with comments from satisfied customers, including recognition from management and coworkers • Kept a low backlog and stayed available to take new cases • Assisted in New Hire Training over multiple zooms • Triaged cases with Mangers On Duty, Coaches, Account Team, TSE’s, FBE's, DSE’s, Escalations, and Engineering to quickly resolve them • Submitted various KB improvements that were approved by their authors (TSE’s, DSE’s, FBE's, Escalations, and Engineering)
• Helped the PSE and Tools Team modify the watch I/O balance Linux bash script • Recognized globally by management for pioneering self-service upgrades • Promoted Visual Studio Code to work on Windows as a terminal interface for array maintenance • Started “Tool Tip Time” in weekly team meetings that ended up being recognized by direct and upper management • Became the Dark Site SME for creating the “Dark Site Cliff Notes Version” of the software upgrade guide • Published the troubleshooting section of the hardware upgrade guide as a knowledge base article • Praised by management for maintaining a low backlog (Top 3) and remaining available to take new cases • Trained several new hires before they start on the floor and thereafter • Recorded Salesforce Lightning fixes that not only benefited the PCC Team, but all teams within Support • Gauged the hardware upgrade KB to help Field and Implementation Engineer's eventually do hardware upgrades on their own without remote assistance
• Utilized Linux commands daily to organize SR notes • Specialized in the Absence/Time & Labor User Interface • Scripted an Advanced query SQL statement for Management to automate reports • Reviewed server logs to figure out the root cause • Worked remotely on virtual Windows and Linux servers while using WinSCP and PuTTY to log into servers and run SQL queries • Prioritized 24x7's and Top Account SR's • Managed 50+ to 70+ SR's daily while closing 30+ SR’s on a monthly basis • Resolved entry to senior level Engineer's Service Requests (SR's) • Averaged a perfect score (10.00) on customer satisfaction surveys in a month • Deciphered server logs to figure out the root cause • Authored multiple popular knowledge-based articles • Achieved 100% Customer Calls Answered in a month (24x7)
• Supported internal and external arrays daily with Linux search and administrative commands • Created and customized Linux bash scripts to automate flash array login via SSH and log review processes • Became a Virtual Storage Integrator (VSI) VMware vSphere Plug-in SME and worked directly with Engineering • Authored the Master Knowledge Base Article for VSI and edited several other KBA’s relating to XtremIO known issues • Pioneered the XtremIO chat support line and became a SME in managing multiple chats simultaneously • Mentored a new hire from the Global Services Associate Program and helped become ISM and XtremIO certified • Coached entry to senior level team members to help resolve their escalated cases without rarely needing to involve the Recovery Team • Managed government and elite cases, while on-call, during the swing and graveyard hours • Opened and monitored L3 tickets for resolutions to escalated cases, including at times the root cause analysis • Answered calls for customer and internal calls involving data unavailable, data loss, and performance cases • Ranked in the Top 10 out of 80 XtremIO TSE’s globally to quickly resolve cases (2nd out of 17 on the Utah-based Team) • Placed in the Top 5% globally among all employees to receive a Consistently Exceeds Performance Rating
• Influenced management to create a French MLS queue • Worked overtime to reduce the English and French queues • Performed TSE III responsibilities as a FAST VP SME, including engaging the Engineering Team • Managed multiple escalated cases in Siebel CRM until resolution • Authored and edited knowledge base articles proactively and reactively in Salesforce • Assisted the team in being a “go-to” SME for low to high severity cases • Collaborated with other teams to quickly resolve cases
• Recognized for discovering the most bugs during the validation cycle of a production release • Trained small to large companies, in French & English, on how to use Point of Sale Apps & Siebel CRM • Multi-tasked cases in Siebel CRM while working with Engineering to resolve them within SLA’s • Customized VB scripts to retrieve ESS files and other data within a Mainframe environment • Ran simple to compound sql queries in Siebel to generate reports for users and management • Drafted test cases and user guides overnight for system enhancements