David Elwell Email & Phone Number

Lehi, Utah, United States

Lehi, Utah, United States

- Assist customers with any and all concerns regarding SafeMode, Edge Services and Self-Service Upgrades.- Grow and develop internal documentation and processes to allow for quicker resolution of issues.- Give feature and product demonstrations to customers and their account teams to assist with onboarding intonew Pure1 features.- Ensuring that our customers have the best possible outcomes when using SafeMode, Edge Services and Self-Service Upgrades by providing them a top-notch customer experience.- Collaboration with Sales, Engineering, and Support to move customers from our legacy SafeMode PINprocess over to the new Enhanced SafeMode Management.

Lehi, Utah, United States

- Develop training courses for more technical PCC tasks, such as FlashBlade non-disruptive upgrades andDark Site FlashArray non-disruptive upgrades.- Assist with the upkeep and maintenance of existing knowledge base articles to benefit the entire PCC team across all shifts.- Review and approve potential alerts to determine if they fall within PCC scope.- Work on major initiatives as needed or requested, to streamline processes.- Ensure that the second shift PCC team runs smoothly and efficiently, addressing any shortfalls as needed.This encompasses work assignment, as well as case escalations.- Assist on-shift team members with any and all technical questions, and if there are any concerns, addressing them with the appropriate team.

- Assist customers with scheduled storage Purity upgrades to FlashArray and FlashBlade.- Facilitate resolution of alert and fingerprint cases prior to those issues requiring escalation.- Provide a tailored experience to customer service, considering customer specific configurations, and providing appropriate resolutions.

Baton Rouge, Louisiana, United States

• Responds to cloud technologies - compute (server) hardware and technology, storage hardware and technology, virtualization software and technology, and backup/replication software and technology incidents, problems, and events. • Assists in the strategy, design, transition, operation, improvement, and maintenance of the campus’ cloud technologies – computer (server) hardware and technology, storage hardware and technology, virtualization hardware and technology, and backup/replication software and technology.• Follows appropriate processes to mitigate incidents, problems, and events and to fulfill customer requests.• Creates & maintains documentation and baselines around technologies. • Meets, consults, and assists customers with varied questions, concerns, and requests.

Baton Rouge, Louisiana, United States

• Served as the IT subject matter expert for Human Resources as it relates to Workday and its functionality.• Designed and developed solutions to provide enhancements to existing business processes within LSU’s ERP system.• Served as the Security Officer for the Legacy Security Access Request application. Process requests for changes to access, answer questions regarding the system, troubleshoot issues, and update and maintain the forms and roles associated with the system.• Assisted with IT related issues for Central Support staff, as well as Human Resource staff on an infrequent basis.

Baton Rouge, Louisiana Area

• Provided technical and hardware support (including data backup, virtual servers, active directory, application installation, security, technical troubleshooting, and product compatibility) for users within the Finance & Administration business units.• Developed and maintained a current version of the system image for all desktop computers.• Documented new and existing processes for both internal and external customers.• Completed and answered questions regarding pending and completed Workday security access requests, as well as questions regarding access to campus Legacy systems.

Baton Rouge

• Provided technical, software, and hardware support for computing resources in technology centers and classrooms on campus, as well as virtual computing environments.• Recommended, configured, and installed software and hardware resources.• Maintained problem/service records as required by ITS, LSU, and vendors.• Interacted with LSU vendor support personnel to plan and implement solutions to technology center software, hardware questions, and problems.• Established and maintained documentation of technology center hardware and software supported by Information Technology Services.

Baton Rouge, Louisiana Area

• Provide telephone support, remote access, written correspondence to customer contacts for supported software.• Provide problem resolution by actively troubleshooting with customer contacts to determine the full scope of the reported issue. Follow documented service level guidelines to determine appropriate priority and service levels while documenting ALL activities using case tracking software.• Contribute knowledge and updated information to maintain the Help Desk and client knowledge base.

Middleton Library, Ceba

• Responsible for maintaining computer labs and other machines across Louisiana State University’s campus.• Prepared weekly reports on lab status and functionality.• Performed hardware updates and software upgrades within a team environment.• Performed repairs and maintenance as necessary.• Assist lab patrons with questions/concerns while ensuring the best possible experience in the lab.

• Responsible for ensuring network connectivity for Louisiana State University’s Daily Reveille Staff.• Responded to issues as they arose, finding solutions for problems in the newsroom from hardware/software issues to network/server issues.• Managed workgroups within the organization to limit and enable particular users access to files and folders.

Bachelor Of Science (B.S.), Information Systems And Decision Sciences

Activities and Societies: Association of Information Technology Professionals

Diploma With Honors