Adrian Cook Email & Phone Number

Austin, Texas Area

- Serve as the primary escalation point and subject matter expert for multiple products- Provide highest tier support and customer service to our largest customers around the globe- Troubleshoot difficult product issues and environmental constraints on a variety of platforms- Mentor agents on technical, analytical, and soft skills to improve our customer experiences- Document bugs extensively in Jira and work closely with development to debug and improve features- Author a variety of Confluence and MindTouch knowledge base articles to reduce call-drivers- Engage the User Experience team to promote the design of more user friendly products- Participate in our 24x7 global on-call rotation for time sensitive customer escalations and advice- Specialize in SQL server and application server performance troubleshooting and optimization

Austin, Texas Area

- Assisted customers with installing, configuring, and troubleshooting issues with the Solarwinds Suite of software.- Mentored and assisted Junior Technicians to resolve customer issues- Provided support to Fortune 500 companies and government agencies worldwide- Specialized in network monitoring, traffic analysis, and HA/DR software solutions- Ensured customers were satisfied with technical solutions and owned issues through resolution- Diagnosed and solved a variety of network connectivity, SQL database, and application issues- Worked closely with development and sales teams to ensure a consistent customer experience- Evaluated customer environments and recommend hardware components for growing companies- Managed customer expectations while leveraging resources to ensure deadlines are met

Round Rock, Texas

- Responsible for network support, including design, implementation, and troubleshooting of network devices.- Provided customer support of blade server/chassis hardware, diagnosed hardware failures, ordered parts, and assisted onsite technicians with the installation of the failed parts.- Assisted with resolving errors customers were seeing in the server Operating System.- Set up and configured Dell Powerconnect switches and routers, as well as KVM’s, Powervault storage and tape drives.

Austin, Texas Area

- Troubleshot and repaired Servers, Laptops, and Desktop systems for Dell’s Refurbished Outlet on both the hardware and software level.- Isolated failed components based on symptoms the hardware produced. - Rebuilt systems to as new status.

- Performed preventative maintenance, electrical diagnosis, and troubleshooting of the E-2C Hawkeye Radar components, utilizing frequency generators, spectrum analyzers, multimeters, computerized test benches, oscilloscopes, and soldering tools. - Performed repairs down to the components(transistors, capacitors, resistors, relays, switches) on the circuit board level. - Responsible for technical manual updates and shop equipment upkeep.