Durham, North Carolina, United States
Technical leader (project/program/people) with broad enterprise datacenter and cloud SaaS skills/experience leading programs and building teams in customer support, product engineering, and cloud SaaS operations. Professional communicator, presenter, mentor with deep international experience building, leading multi-disciplined, and geographically dispersed teams who delivered integrated solutions, resolved escalations for global customers, and accelerated business growth. Technical and management experience include: • Building 1st party Azure storage service – grew from ~25PB to >200PB under management - Azure NetApp Files (capacity planning, global infrastructure build-out, day-to-day platform management, monitoring, automation, L2 support) • Managed Cloud Platform Engineer – support Engineering sprint execution through KTLO (keeping the lights on) operations maintaining/evolving Eng/QA test environments supporting Kubernetes infrastructure, 3rd party applications (RabbitMQ, Velero, Prometheus, Geneva, Jarvis), creating dashboard based issue trend analysis, implementing incident RCAs and initiating RCA repair items • Managed platform security compliance – FedRAMP, monthly VM patch maintenance, and Microsoft S360 service wide compliance • Broad technical acumen (infrastructure, networking, compute, storage, cloud) • Data protection and disaster recovery strategies • Evaluating products and solutions for performance and high availability • 20 years internal and field facing technical/cross-org program and project management • 20 years direct customer/partner engagement - products and services • Team building - traditional operations and virtual/project-based teams • Customer support – creating and managing support programs • Crisis management - cross organization and customer facing problem solving • Business acumen - planning/managing operating budgets • Partner enablement - pre/post sales training programs and delivery support • Evangelist – product and solution, global trade show and webinar presenter • Sales support - global customer/partner engagement
Lead a team of highly skilled site reliability engineers to support and grow the Azure NetApp Files business while focusing on the customer experience to ensure we scale effectively to meet and exceed stakeholder expectations.
The Technical Marketing Engineer role is a technical learn and teach role that enables the seamless delivery of new storage products and integrated solutions to address the storage needs for high performance computing, data protection, wide ranging analytics, and video surveillance architectures. The role covers many hats including creating technical collateral strategies, creating and presenting technical content to international audiences, and creating training content and certification exams. Other areas of responsibility include: • Deep technical knowledge of product features and implementation procedures in context of multiple solution categories • Supporting partner engagement and channel development activities at international trade shows and other venues • Training partners on products and solutions • Direct sales support through customer engagement to explain the value of products and solutions in their business context • Customer post sales engagements to build customer loyalty and ensure solutions are adding or exceeding the intended value • Influencing the Engineering and Product Management teams to continuously improve the product and solution offering based in real-world experience with customer and partner feedback • Global customer and partner engagements using deep experience communicating and valuing other cultures and communication styles The learn portion includes significant experience with 3rd party product evaluations, integrations, and performance analysis using multiple protocols, host operating systems, and feature configurations. This includes current experience with video surveillance, IoT analytics, and data protection / disaster recovery solutions.
• Technical collateral lead for E-Series solutions - recognized for cross program contributions to assimilate the newly acquired E-Series team into NetApp process and culture • Multi-tasker - coordinated simultaneous content delivery projects - mentored other architects to create and publish technical content in four solution categories
• (Jun 2008 – Oct 2010) Managed remote software L3 escalations team (training, troubleshooting guides, and escalations processes) - significantly improved the software only customer support experience • (Feb 2007 – Jun 2008) Customer Experience Manager/Crisis Manager - formed parallel virtual teams across the globe to address severe product and service challenges with an acquisition product – efforts culminated in cross organization improvements that recovered customer goodwill and put the product back on a growth path in the field • (Mar 2006 – May 2007) Managed twenty-one 2nd and 3rd shift Engineers ¬- built NetApp’s first multi-product support program in one team serving tier one customers - recognized for significantly improving the new product support experience while improving case productivity – teams led Global Support in knowledge base articles created
Managed a QA team and Engineering Lab Operations for a $20M R&D program including all aspects of lab facility infrastructure AC/DC power, grounding, cooling and ventilation, lab network, test equipment, and new product integration. Led transformation projects of international lab operations in Europe.
Built and led a 4 site deployment operations team that enabled field deployment teams to deliver data transport networks in a cost effective, high quality manner - dramatically reduced the deployment time on-site. Field savings far exceeded the cost of operations, and customer satisfaction dramatically improved.