As the Knowledge and Education Lead for Nimble Storage Support I curate, coordinate, and deliver training and knowledge content to Technical Support Engineers and OEM partners. I am also tasked with the ongoing technical development of support engineers with the strategic goal of increasing their efficiency to resolve technical cases and ability to provide a quality service to external and internal customers.

Applies advanced systems level technical expertise to resolve standard to highly complex customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Customer Engineers, remote maintenance calls, Chat and Web Support Calls. Accepts escalations requests from other technical team members as the subject matter expert. Uses knowledge gained from prior job related experience to independently determine service level severity and assess when and how to escalate to other resources within the organization. Works closely with engineering and cross functional team in resolving customer issues. Identifies, develops and implements problem resolutions and follows standard practices and procedures. Acts as a remote customer advocate for selected accounts. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction. Will be expected to develop and participate in solutions training and problem resolutions skills development. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues.

Providing level 2 support for EMC/Isilon Systems intelligent clustered storage solutions.Provide high level support for customers working from the web interface and/or from the command line interface to resolve customer issues such as:Installation/upgrade assistanceNetwork connectivity issues through NFSv3, NFSv4, SMB1 and SMB2Assisting customers with the different authentication tools like Active Directory (AD), LDAP and NISSetting coherent file permissions across multiple operating systems.Troubleshooting product problems at customer sites by phone, email or webex.Troubleshoot, debug hardware such as hard drive failures, DIMM failures, etc.Find creative ways to help customers with a variety of other tasks.In depth failure and root cause analysis of software and hardware failures.

Oversee day to day operation of 56 PC workstations, and 80 IP phones.Ensure quality of service for LAN in place at businessDevelop and implement network security and health policies.Maintain proper operation of IP phone and LAN network.Educate employees on proper use of equipment.Troubleshoot computer and IP phone problems and solve in a timely matter.

Direct and receive 100+ incoming phone calls.Answer office phones.Set appointments for clients.Quality Control on Residential appraisal products.Establish & Implement more effective office procedures.General office duties as needed.Administer and respond to client and vendor emails in excess of 100 per day.Reconcile appointments taken and ensure quality standards.