Andra Thomas, Ms Email & Phone Number

Morrisville, North Carolina, United States

* Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g Windows system, VMWare virtual machines) * Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using packet tracking and analysis tools. * Guide customers with detailed symptoms, causes, workaround, and solutions of common and/or known issues dealing with their Rubrik Products and/or host/server products connected to Rubrik products. * Troubleshoot hardware issues and coordinate replacement components on the Rubrik physical appliances at customers' data centers. * Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentation (e.g. Release Notes, User Guide) on upcoming new software releases. * Utilize engineering pythons and Unix scripting tools for analyzing logs, stats, and performance data collected within the Rubrik appliances. Also, walk customers through API commands and utilization.* Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills.* Independently diagnose and resolve problems within our sphere of the customer environment.* Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.* Work with 3rd parties on interop issues.* Provide prompt feedback to customers.* Ensure proper recording and closure of all issues.* Utilize virtual sessions (e.g. Zoom, Microsoft Teams, and Webex) to assist customers in troubleshooting and triaging problematic matters where remote accessibility is not applicable.* Troubleshoot and assist with getting the customer's Rubrik hardware running.

Morrisville, North Carolina

Duties included:• Subject matter expert in Tower Gateway Basestations (TGB).• Training new employees the way around Basestations and network communication between our equipment and our customers. • Providing maintenance and technical customer support for our SaaS customers. Hosted and Non-Hosted.• Supporting server and software technologies that make up a Regional Network Interface for Smart Grids across the country.• Unix operated shell scripting & VI commands operated• MySQL scripting• Assists customers and I.T. departments with Linux and UNIX server administrative diagnostics and repairs.• Analyzing and resolving problems related to system configuration• Network and system troubleshooting and root cause analysis• Software bug reporting• Database analysis for meter data and verifying the data with the front-end web applications used by utility billing departments.• Provide remote support for project managers, distributors, and field personnel in troubleshooting new Advanced Metering • Infrastructure deployment and RF communications equipment.• Provide technical documentation as well as creating tech documents for customers.• System file maintenance and management• Clearing system and hardware alarms• Zendesk case management• Salesforce case management

Morrisville, North Carolina

Duties included:• Provide Maintenance and Technical Customer Support• Analyzing and resolving problems related to system configuration• Provide root cause analysis for customer tickets and handling using VRepair and Remedy• Monitored Local Access Transport Area (LATA) operations, Intelligent Peripheral Equipment (IPE), E911• Monitored network operations using IMPACT• Documents created for equipment handling and training• Performed hardware test for datalinks, network cards, and hardware systems• Performed remote troubleshooting on hardware equipment faults • Guided technicians on network and data card replacements• Maintenance/monitored Switch equipment: DMS, Alcatel, Tekelec, 8600s• Maintenance/monitored Link equipment: Signaling System Number 7 (SS7), Disjoint Alternate Path (DAP)• Maintenance/monitored Genband equipment: Gateway Controllers (GWC), Media Gateway 9000 (MG9K), Passport Voice Gateway (PVG)• Maintenance/monitored Voicemail equipment: SC3100, Comverse, Series 6 • Maintenance/monitored SONUS equipment

Cary, Nc

Duties included: • Team lead• Technical Customer support• Analyzing and resolving problems related to system configuration• Provide root cause analysis for customer tickets and handling• Documents created for training on data scrubbing tools and proper data handling• Unix operated shell scripting & VI commands operated• Command-line Interface (CLI)• System file maintenance and management• Clearing system and hardware alarms• System analysis & Data masking• Remedy ticket handling and cloning• Logs and Data analysis for NOKIA/Alcatel-Lucent hardware systems• Network monitoring (latency and hardware speed)• Provided maintenance support on Alcatel-Lucent products (5ESS, OMC-RAN, EV-DO, MMC, OMPs, and CELL Base Stations (voice & data)) • Obtained NSA & NSA IPL (CDMA Network) clearance.

Cary, North Carolina

Duties included: • Database build monitoring • Operated sufficiently under service level agreement (SLA)• Customer support using AutoSys • ETL management using IBM InfoSphere DataStage• Data processing and database production analysis for Oracle and TeraData RDBMS using OLAP system• Unix operated shell scripting• Provided technical support troubleshooting and root cause analysis• COGNOS dimensional cubes monitoring and reporting• Report files management• Production documents created for running jobs with scheduled times• Multitasking and prioritizing open cases• Preproduction data testing, monitoring, and support the roll-out of new Business Intelligence (BI) database jobs• Trained and manage new hires during active window monitoring

Cary, North Carolina

Duties included: • Developing XML and HTML programs using Eclipse• Developed basic programming functions using algorithms, parenting classes, and Boolean operations• Worked briefly on Spring functions• Used CSS functions and basic JavaScript and HTML to develop an Employee time sheet• Helped other project teams with their web page designs and functionality • Performed and operated under an AGILE environment

Winston Salem State University, Winston Salem, Nc

Designed and develop layouts for a 2D side scrolling game. Adding difficulty and fun to the educational game to teach students the basics of programming.

Msit - Database Administration, Information Technology Project Management, 3.4

Bachelor Of Science (Cs), Computer Science (Networking & Game Design)

Activities and Societies: Omega Psi Phi Fraternity Inc., Game Development Team, GIS, Community of WritersLeader and co-founder of Game.