Pro Support is Dell Technologies' technical support team renowned for their outstanding service. Troubleshot and resolved customer’s escalated enterprise VMware and Linux cases as part of the break/fix Domain Engineering (DE) team. Level 3 (L3) escalated issues included but were not limited to: vCenter/ESXi/vSAN/RHEL upgrades, vSAN object storage, SAN storage (iSCSI, FC, FCoE, SAS), virtual networking configuring and troubleshooting (vSS, dVS), boot break issues, driving PowerEdge server firmware and driver fixes with IPS/Development, enterprise application advisement (iDRAC, OME, DSU), Performance analysis and recommendations.Certification achievements: - Achieved VCP-DCV 2019 and VCP-DCV 2020, vSANSpecialist2020 Feb 2020, and re-certified as Red Hat Certified Engineer (RHCE) and Red Hat Certified System Administrator (RHCSA) Oct 2023.Accomplishments: - Provided expert-level technical advisement to external customers and Dell team members (Technical Support Engineer [TSE], Sales Account Manager [SAM], Incident Manager [IM], DE) via Zoom, conference calls, email, and in person. - Engaged vendors to fix OS defects as necessary (VMware, Red Hat). - Specialized in performance and storage troubleshooting and upgrading customer confidence in Dell. - Led in DE CRM transition from Delta to SFDC Lightning Nov 2019. Subject Matter Expert (SME) in driving Lightning defect fixes and enhancement requests. - Sent weekly IPS engagement report to DE colleagues. - Created Learning Paths for Certifications for VMware and Linux. Easy way to look at training content to support each solution. - Constant colleague collaboration in MS Teams. Providing awareness of new issues and helpful articles. - Mentored a TSE for 16 months. - Awarded 11 Dell Inspire Awards. - Led in Dell Technologies' achievement of ISO 9001:2015 re-certification in 2019.

Copilot is the Dell Compellent (now Dell Technologies) technical support team renowned for their outstanding service. Troubleshoot and resolve escalated enterprise data-storage-related customer issues as part of the Copilot Escalation Engineering team. - Performed Root Cause Analysis when necessary. - Provided expert-level technical advisement to external customers and junior support engineers via WebEx, conference calls, and email. - Troubleshot and drove customer's issue to resolution. - Provided increased support across an entire case load of 2 customers including weekly calls discussing current status and next steps.Certification achievements: - Feb 2016 - SNIA Certified Storage Architect - Feb 2015 - Attained Red Hat Certificate of Expertise in Enterprise Clustering and Storage Management. - Sep 2014 - SNIA Certified Storage Engineer - Aug 2014 - CompTIA Storage+ - Jul 2014 - Attained title and role of Red Hat Certified Instructor (RHCI) with the privilege and ability to train fellow technical professionals with official Red Hat training courses I am certified in. - Dec 2013 - Achieved Red Hat Certified Engineer (RHCE) and Red Hat Certified System Administrator (RHCSA) certifications.Accomplishments: - Led in Dell Compellent Copilot Support's achievement of ISO 9001:2008 certification in 2013, and 9001:2015 certification in 2016. - Escalated issues include but are not limited to: -- Driving product and software resolutions with Development -- Front End connectivity (e.g., Fibre Channel, iSCSI, FCoE) -- Back End connectivity (e.g., SAS, Fibre Channel) -- Disk failures, controller resets -- Enterprise Application advisement -- Multipathing configuration (especially with Red Hat Enterprise Linux) -- Performance analysis and recommendations with: --- Disks (SSD, HDD, Cache) --- Front End --- Back End --- Background services (Data Progression, On Demand Data Progression, RAID Scrub, Disk Failure, Data Deduplication/Compression)

Worked with a dedicated team to develop, integrate, and test an Advanced Data Storage System (ADSS) Tester. The system was needed to test an ADSS for Legacy P3 programs. Tester existed previously, but little documentation was written to build the tester.• Developed and integrated a Tester based on a photograph in just two months.• Found replacements for obsolete components; installed replacements and integrated drivers.• Updated existing C++ code and integrated the test software.• Tester successfully identified issues while testing ADSS system.

SOFTWARE INTEGRATION/TEST SENIOR ENGINEERConverted ANEW interface to Ethernet interface in Java for Acoustic subsystem communication with the Tactical Computer system.• Eliminated unnecessary hand-shaking messages used in the ANEW scheme. Developed Java code for Acoustics Ethernet messages.• Created Eclipse “sandbox” environment in the lab for easy development and test.DEPUTY MANUFACTURING PROJECT MANAGER• Managed the Consolidated Afloat Network Enterprise System (CANES) production procurement process in the System Design and Development (SDD) phase• Was primary interface and resource between CANES Engineers, Material Analysts, Buyers, Prototype lab management, Traffic management, and Integrators to ensure 29 CANES racks were built per schedule• Resolved material shortages and developed work around plans• Went above and beyond job expectations to aid Engineering with design and drawing changes• Worked tirelessly to meet a compacted scheduleSYSTEMS ENGINEER• Led efforts for Deepwater System Recovery Kit (SRK)• Wrote and performed SRK FAT procedureSYSTEMS ENGINEER• Designed, integrated, and tested Mission System Integration Lab (MSIL) expansion• Assisted with facility planning, design, and requirements definition• Assisted with network integration, test, and administrationSYSTEMS ENGINEER• Provided design information and POC role to systems, mechanical and software engineers for the EXCOMM LCS-5 IRAD and CLIN022 effort for Voice Logger system• Red lined and peer reviewed interconnect drawings, chassis maps, and hardware mounting kits• Edited and developed component integration/configuration proceduresELECTRICAL ENGINEER• Interfaced solar charger controller with Desert Hawk III (DH3) battery and solar panels; Tested solar charger outdoors, collected and analyzed data; Provided results and recommendations for future development

ADVANCED LEADERSHIP TRAINING• Actively participated in three 40 hour Leadership Conferences• Served on 2 ELDP Committees (Public Relations and Communications)• Completed 5 rotations throughout 4 disciplines• Volunteered in the community• Completed Technical Masters Degree in Systems Engineering with 3.97 GPA• Completed Java and Matlab Technical Development Curriculum• Recruiting•• Gave 8 ELDP overview presentations to ELDP candidates •• Interviewed 10+ candidates for future class of ELDP COMMUNICATIONS COMMITTEE LEAD, March 2009 - April 2010• Led 12-member committee meetings• Delegated tasks to 12 committee members• Organized and scheduled ELDP staff meetings• Presented committee updates at ELDP staff meetings• Saved $12k annually by reducing staff meeting frequency• Increased communication by utilizing Live Meeting and UNITY social media site

• Functionally and environmentally tested replacements of obsolete baselined Q-70 program products to ensure form, fit and function.• Worked with Material Engineering to assess COTS products’ likelihood of replacement.• Configured numerous COTS products (graphics cards, VME backplanes, record and display servers) and Operating Systems (HP-UX, Solaris SPARC, Solaris Intel, Red Hat Enterprise Linux).• Developed solutions for problems reported from the Q-70 factory (e.g. writing shell scripts, conference calls with vendors).• Voluntarily took on a Temporary Duty (TDY) assignment in San Diego, CA to gain knowledge of the Systems Engineering life cycle.• Reviewed Requirements and authored the Naval Operations Center (NOC) Test and Evaluation Strategy Plan (TESP) document for the Po Sheng Block II testing phase.• Designed, implemented and tested robust debugger software for the Quad GP processor of the Joint Strike Fighter (JSF) in the programming language of C.