Brian Bartsch Email & Phone Number

Fomerly Fusion-io- Wrote code, scripts, etc. using various programming and scripting languages (Python, Bash, Powershell, C++)- Proposed and developed forward looking solutions to test and enhance the test framework of the core driver and utilities to ensure thorough test coverage- Designed and implemented test cases for new features being added to the product- Coordinated with other development and QA teams inside Fusion-io as well as our partners outside testing activities; conducting final system validation and release with Systems QA team/Release Engineering- Proposed and setup possible customer environments and validate software functionality in those environments. These environments included SAN systems, servers, and applications like Exchange, Oracle DB, MSSQL, etc

- Created, managed and respond to technical support cases submitted by internal and external customers experiencing issues using Fusion-io hardware and/or software.- Resolved complex cases and return customer environments to productivity as rapidly and efficiently as possible by developing, refining and executing support strategies and trouble-shooting techniques.- Provided exceptional customer support to Fusion-io Customers via telephone calls, chat, email communications and WebEx sessions ensuring timely, quality responses and proactive communications to enhance customer satisfaction and minimize service down time.- Managed escalated technical issues which may involve cross-functional Fusion teams and multiple management levels within customer’s organization- Provided input to Product Management and Engineering regarding bug fix, supportability and enhancement aspects of product development and release- Authored, updated and submitted regular entries into a knowledge base (KB) designed to address common questions, documenting advanced usage techniques and capturing best practices for internal and external customers.- Documented cases with customer defined issue, symptoms and business impact- Acted as a mentor to Level 1 and Level 2 team members including developing workarounds and action plans in collaboration with Level 1 and Level 2- Engaged Engineering (Level 4) for assistance and logs cases with Engineering as needed- Provided cross training in product troubleshooting to team members

Kalamazoo, Mi

Provided help desk support for clients both residential and businessTroubleshot hardware and software problems to find most appropriate resolution to problemsManaged inventory levels and oversaw all RMA proceduresEstablished all SoP's for the company in regards to diagnostics and resolutions

Kalamazoo, Mi

Provided help desk support for all clientsPerformed in house diagnostics and repairs on desktops and laptopsOversaw RMA department for product returns

Saline, Mi

Shift manager position in charge of 10-14 employee's a nightDelegated responsibilities to ensure timely completion of the days tasks

Applied Associates In Networking, Computer Networking

Education record

Education record