Andrew Donovan Email & Phone Number

Ireland

Cork, County Cork, Ireland

Leading the EMEA support team

Managing the EMEA customer support team

County Cork, Ireland

Workflow Manager in the Cork team - a technical management role without direct reports. Cohesity is a hyper-converged secondary-storage product that comes as an appliance or a software only offering. Cohesity is a data-protection and a data-management platform.

I manage the Tintri Global Customer Support team in the EMEA region, reporting directly to the Senior VP of Global Customer Success & Services. I am responsible for a team of technical support engineers who provide worldwide support for Tintri products. I am the point of contact in EMEA for any issues or escalations from the field. Responsibilities include the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for the EMEA team. Improving existing service offerings through the development and monitoring of key operational and performance metrics to measure customer satisfaction, business performance and drive reporting activities. Measuring performance of the organisation against agreed strategic and tactical operational metrics.

As the Customer Success Manager for the EMEA region, I engaged customers at their level to identify and remove obstacles to their success with Tintri. This involved working directly with customers through any escalations or ongoing difficulties, interfacing directly with development engineering senior leadership and product management leadership to ensure that the focus was always on the customer and reducing impact. This position is a management position within the support management leadership structure of Tintri and as such, duties included a supervisor role within the EMEA support organisation and associated duties such as workload assignment, scheduling, and other people management tasks. Weekly I presented roll-ups of customer facing issues to senior VP level for executive consumption. I was involved in planning and ongoing initiatives within the global support management team and was responsible for several high visibility and high impact projects. The Customer Success Manager position is a highly technical, detail oriented role with a key focus on customer interaction and communication. As a member of the global support leadership team, there is also a large focus on organisational and people management skills. Notable projects included identification and characterisation of previously undiagnosed pervasive issues within the Tintri platforms. Successful identification and resolution of these issues resulted in huge financial savings to Tintri due to no longer requiring hardware replacements, lowering time to identification and resolution of these issues and demonstrably increasing customer satisfaction.

Ireland

Tintri builds VM-aware storage (VAS) specifically for virtualized enterprises and cloud. The VMstore is an enterprise class primary storage appliance that interfaces with VMware, Hyper-V, Openstack, RHEL and more to provide VM awareness and allow users to manage, replicate, clone, analyze, set QoS at the virtual machine level. Tintri offers management, performance and scale-out up to the PB level from a single pane of glass via Tintri Global Center. Learn more about our cool products at https://www.tintri.com/productsA Staff Engineer is expected to be a leader within the Support team or on company initiatives. As a staff engineer I was responsible for troubleshooting and analysis of escalated customer cases. My duties also included assisting customers via a variety of mediums - phone, email, web and via online troubleshooting (webex). I engaged with development engineering and product management to identify and address pervasive issues. My particular focus was on performance analysis, enhancements and resolution and was the global lead in this regard. Notable projects during this time included developing, documenting and administering the Tintri Knowledge project. At a high level, this meant developing a knowledge framework from scratch, creating process for how KBs should be written, approved, maintained and displayed. I created a knowledge tracking module and a workflow administration module to perform these functions. I generated deep and detailed realtime and trending statistics for each and every part of the KB lifecycle process, and enabled setting KPIs on these milestones which were used by the support management team. The end result was an increase of over 200% in published KB articles in a single year versus the sum of all articles published in the previous 4 years. This project became a dependency of, and enabled many other internal projects to exist, driving case deflection, customer empowerment and lowering time to resolution for support engineers.

Ovens, Co Cork, Ireland

I am the senior team lead and technical coach for the entire EMEA CS theatre, as well as a global point of contact for the entire support organization. I am a single point of escalation for field engineers and specialists, as well as for members of the support organization across EMEA and APJK. I am a point of escalation for engineers in VCE as well as other business units within EMC. I champion knowledge creation globally and act as a subject matter expert in this area. I am a driver of change within EMC with projects such as Service360, Recovery and Project Availability.I have directly coached and mentored graduates in Ireland, Egypt and India.VPlex is an appliance that enables a distributed virtualization layer across geographically disparate Data Centers. VPlex enables: Data mobility. Continuous availability. Active-active synchronous stretched clusters. Synchronous always-active distributed virtual-volumes over large geographical distances. Heterogeneous array support.My role is a senior engineer to identify and resolve complex and multi-product issues encountered by the customers of EMC. This is a customer facing role that requires an extremely diverse skill set, covering such areas as: Storage virtualization - specifically the VPlex appliance, also including RecoverPoint and VBlockVirtualization and Hosts - troubleshooting VMWare environments, Microsoft Hyper-V, AIX LPAR, Oracle RAC, Windows Cluster ServerSAN/Fabric - toubleshooting issues with Cisco and Brocade switches, Fibre Channel, IP networksStorage Arrays - troubleshooting issues with VNX, VMAX and XtremIOSoftware environments - ViPR, Watch4net, SRM, IONIX, PowerPathSkills in other areas such as SNMP, LDAP, SMTP, FCP, IP protocols (BGP, OSPF, etc), Wireshark, Unix/Linux, Windows, Active DirectoryThe ability to solve complex cases and extremely escalated situations, and to successfully manage a customer escalation in a calm and professional manner.

Ovens, Co. Cork, Ireland

My role was to support the IONIX and Smarts suite of network monitoring utilities, as well as Voyence. I also supported UIM, the software layer of the VBlock offering from VCE. Skills required in this area were a key knowledge of IP protocols, SMTP, SNMP, OS (Unix/Linux, Windows) and a working knowledge of all components in the SAN (switches, storage arrays, fibre channel, iscsi, hosts). EMC Smarts, part of the EMC Service Assurance Suite, delivers the core management capabilities that IT operations teams need in order to provide organizations with service assurance for applications and services. Smarts monitors the availability and performance of networks, storage environments, and servers, and delivers automated root-cause and business-impact analysis.EMC Ionix is a collection of software products which monitor IT networks. EMC Ionix can map networks, monitor the availability and performance of network nodes, and show the business implications of any failures. EMC Ionix consolidates network events and presents them at a suitable level of abstraction to allow administrators to prioritize problems according to business impact and helps administrators to distinguish the root cause of a network problem.VIRTUAL DATA CENTER VISIBILITYUnified management of virtual, physical, and cloud environments—networks, storage environments, and servers—helps ensure the availability of virtualized applications and services, reduce management complexity, and increase operational efficiency.CONFIGURATION MANAGEMENTImprove operational efficiency and eliminate the source of the vast majority of service-impacting problems by automating change and configuration management, and ensuring IT compliance to standards and best practices.ROOT-CAUSE AND IMPACT ANALYSISAdvanced, automated root-cause and business-impact analysis capabilities improve application and infrastructure availability by reducing the time needed to identify, prioritize, and resolve problems.

Little Island, Cork, Ireland

Tramore Road, Cork, Ireland

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure at Musgrave Retail Partners Ireland. The Musgrave Group is a major Irish food wholesaler. Musgrave Group has become Ireland's largest grocery distributor. The Group has operations in Ireland, United Kingdom and Spain. Musgrave Retail Partners Ireland operates the Centra and SuperValu supermarkets in both the Republic of Ireland and Northern Ireland, and the Mace brand in Northern Ireland. Key Duties and ResponsibilitiesIntroducing new systems into current setups for optimum IT functions.Troubleshooting IT systems.Maintaining current and legacy enterprise software systems. Administrating Active Directory, including the creation, operation, modification, and deletion of users and groups in the system.Implementing security software and tools to ensure maximum security from outside threats.Carrying out data backups and administration.Installing and maintaining software updates periodically.Maintenance of key IT infrastructure.Installation and maintenance of network infrastructure.Storage administration and provisioning.

Cork/Munster/Dublin

I operated freelance on a wide variety of projects, primarily for SOHO and SMB clients.Some of the projects I would have undertaken: Bespoke software development.Web development and design.IT management and maintenance.Purchasing and installation of IT infrastructure.Windows Server installation and domain configuration.Network infrastructure, installation and management including zoning.Developing and delivering Training on a wide range of topics.

Zion Court, Zion Road, Rathgar, Dublin 6, Ireland

Computech are a dynamic company specializing in high quality software specifically tailored to the needs of clients. The company develops flexible and efficient Database applications as well as providing many other IT services for clients.Some of my key duties and responsibilities would have been:SOFTWARE DEVELOPMENT (LEAD) This role included lead development duties, bug finding/fixing, patching, support, installation and management, as well as delivering training.MANAGING INTERNAL IT INFRASTRUCTUREThis included implementing Windows Active Directory in the company, domain administration, maintaining Email systems, all IT hardware and connectivity. OUTSOURCING IT SERVICESDirectly managing all IT infrastructure (including purchasing, installation and training) for multiple client companies.Skills utilised in this role: Programming with Delphi, Javascript, web development, PythonDatabase: DBISAM, MySQL, ElevateDB OS Skills: Windows Server (NT to 2008)Part of my role was to directly meet with customers to specify exact parameters for the their bespoke software, and follow the software lifecycle model all the way through from there. A key skill was the ability to connect on a professional level with a wide variety of personality types and maintain working relationships during periods of heightened pressure.

Raheen, Limerick, Ireland

Validation and Verification of software and OS combinations.QA testing in a large environment. Working as part of a team environment, escalating where necessary.Key skills were an intimate knowledge of the software lifecycle model, Windows OS, software application development.