David Ping Email & Phone Number

Responsible for building, leading, managing, and directing a team of Technical Support Engineers within the Nimble Storage Support Organization. This position holds the responsibility of developing, implementing, and managing a 24x7 Customer Support Center providing technical support to customers located throughout the world resolving technical problems of varied complexity. In addition, responsibility for direct and frequent interaction with the Engineering organization, as appropriate, to resolve escalated issues.Managing the support organization to ensure transaction quality and responsiveness, implement process improvements and related objectives necessary to provide the highest level of support as efficiently and reliably as possible, and routinely develop and report on Support Metrics.

Provide technical support for customers who utilize Nimble storage technologies. Develop and update Knowledge base articles based on problem resolutions from various client cases. Create training documentation and provide technical training to new hires. Assist new hires to accelerate amount of time require to make them knowledgeable about the Nimble technologies and processes. Provide process analysis towards improving process.

San Francisco Bay Area

Established new storage group consisting of eight team members with charter to provide 24x7 operational support of SAN storage sub-systems and data protection for all open systems.• Created process for providing 1st thru 3rd tier support for Storage, Fiber Channel Network and Data Protection environments (TSM) to improve efficiency across the IT Department.• Created end user web front end that integrated the BMC Remedy ticket system used for managing service requests submitted by end users, streamlining work assignment system and improving productivity.• Planned and implemented the expansion of storage sub systems from 3 to 19, including increasing fiber channel switches from three to 16, within budget and on time. • Migrated two EMC storage subsystems in two separate data centers to an HDS enterprise storage subsystem on budget and ahead of schedule.• Provided guidance to team to move towards improving business processes to better meet client expectations, creating personal improvement plans to help individuals improve soft and hard skill sets.• Planned and implemented the expansion of data protection environment from 4 to 8 TSM severs along with migrating from STK 9840c drives to T10k drives and the integration of the EMC Virtual Tape Library within the data protection environments.• Created data protection workshops for UNIX, Linux, and NT system administrators along with DBAs and application administrators to help them understand how backup environments work and educate them on data protection procedures.

San Francisco

Supervised production side of SF Data Center for NT, Unix & Data Center Facilities. • Created client host support processes to streamline support structure. • Was major contributor to creation of ASCON (Server Consolidation) along with implementation of first Dell SAN for NT environment. • Implemented Enterprise SAN using EMC CX platform