Andy Gussie Email & Phone Number

United States

Provide Expert Support for Customers Utilizing Sysdig Solutions to Monitor and Secure Kubernetes environments.

Raleigh-Durham, North Carolina Area

Responsible for deployment, maintenance and operations on Cohesity clusters deployed worldwide.Develop scripts and framework for automating repetitive tasks.Debug issues with backups on Microsoft Hyper-V, VMware vSphere and Linux KVM hypervisors.Provide support on clusters deployed in cloud platforms like Amazon Web Services, Microsoft Azure and Google.

Raleigh-Durham, North Carolina Area

• Accept escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Work closely with Engineering and other technical business units to increase knowledge.
• Assist with quality assurance for future products or releases.
• Collaborate with engineering teams to help enhance the support ability of products.
• Create development roadmap for technical support engineers.
• Coach and mentor support engineers.
• Create and revised existing Knowledge Base articles which allowed customers to self solve issues without TSE involvement.

Raleigh-Durham, North Carolina Area

• Provide focused support on Networking SMTP, HTTP, NFS, CIFS and proprietary DDBoost and Replication protocols.
• Leverage operating system, application, protocol, hardware, and performance troubleshooting experience to quickly isolate faults and bottlenecks on DataDomain backup appliances and related backup infrastructure.
• Developed multiple web-based and Unix/Linux shell utilities tools for support center to reduce time to resolution.
• Lead and presented TOI's on specific protocols, new applications and software features.
• Work to organize and enhance support knowledge base which made it easier for customers to find knowledge base articles which allowed them to self solve,
• Mentor new-hire and veteran support engineers by assisting in case analysis, development of troubleshooting action plan, and expanding peers’ grasp of products, protocols, infrastructure, and field-level practices to.

Lake Mary Florida

• Global Technical Support using SAP-CRM for NetApp Data ONTAP based (FAS, R, and V series) storage systems and Windows (CIFS), UNIX, Solaris (NFS) hosts including VMware, ESX, Hyper-V, Xen virtualized platforms.
• Provided support for enterprise high availability SnapManager backup systems with Microsoft Exchange, Microsoft SQL, Microsoft clustering, and UNIX/Windows-Oracle configurations.
• Assisted customers with questions and problems regarding all filer hardware and software related issues including disk shelf loop connectivity issues and Data OnTap version 6 through 8 Operating System and firmware.
• Proficient with framing customer cases with overall system performance issues by utilizing necessary tools and resources and very quickly providing customer with feedback and/or resolution relating to the root cause.

Bachelor Of Science (B.S.), Computer Science

Associate Of Science (A.S.), Computer Electronics