Doug Hyde Email & Phone Number

United States

United States

Morrisville, Nc, Us

I manage a highly motivated international team that strives to be number one in the technical support business.- In charge of running the day-to-day operations of our North America GTAC Services Team- Interact with Sales/Sytems Engineering Teams to support pre-sales and post-sales efforts- Manage and mentor direct reports, review Salesforce.com metrics, and work on performance development- Identify trends and issues with the support process, and present those to the Sr. Director of Support- Estimate resource requirements, identify gaps in skills of the support team, work with EngineeringLeadership team to bridge the gap and grow our support team- Work with a sense of urgency to continually improve our service levels and overall customersatisfaction- Work across the support organization and other related teams to promote teamwork andcollaboration- Work with the Extreme Networks Product Management Team to continually improve our product serviceability- Document all technical inquiries, develop and review content for the GTAC Knowledge Base (https://gtacknowledge.extremenetworks.com/)- Answer technical and process questions, assist with difficult customer situations, and handle escalated situations- Ensure our support team documents, tracks, and manages all support requests, communications, and actions in our CRM tool Salesforce.com- Build reporting metrics within Salesforce.com to track team goals

Morrisville, Nc, Us

Morrisville, Nc, Us

San Jose, California, Us

- Manage account and partner responsibilities for selected accounts in assigned territory.- Provide the optimum combination of hardware, software, and services to meet complex customer needs- Play a role in the development of the bid, proposal, and presentation of the solution to the prospect- Provide specific solutions/technology/product/technical and sales support for accounts in the New England region- Manage vendor partners to help drive business and deliver demand generation events- Drive account relationships over time to continue to deliver advice to the customer and identify additional opportunities; maintain and manage a sales pipeline and forecasts against regional goals- Provide competitive knowledge including solution, technology, and product offerings.- Use in-depth product knowledge to provide technical expertise to sales staff and the customer through sales presentations and product demonstrations- Assists the sales staff in assessing potential application of company products to meet customer needs- Prepared detailed product specifications for the development and implementation of customer products/applications/solutions

Morrisville, Nc, Us

Engineering Support - Wireless Support Lead• 802.11 wireless enterprise and venue network specialist• Professional services, wireless network design, product implementations• Responsible for supporting Extreme Networks customer base• Interact with engineering for further troubleshooting, bug fixes, or provide a workaround if necessary on complex customer issues• RADIUS and authentication specialist down to the packet level• Document resolution and mentor others in my group on current issues/resolutions• Assisted with defining processes and company procedures around Knowledge Centered Support • Continue to build an issue, resolution and solution knowledge base for Extreme Networks - https://gtacknowledge.extremenetworks.com/• Architect - Wireless troubleshooting tools (Extreme Networks AirRanger)• Wireless Tools - Ekahau, MetaGeek, Fluke • Strong Windows domain experience• In depth knowledge of chain certificate processes on Linux and Windows based platforms• Linux/Unix experience• Adjunct Professor for the Extreme Networks Training Department• Assisted with the wireless design, install and continued support of Extreme Networks stadium deployments - Gillette Stadium - EverBank Field - Lincoln Financial Field - LP Field - CenturyLink Field - McLane Stadium - Ferrel Center - Ralph Wilson - Paul Brown Stadium - Lambeau FieldCo-Designer and one of 5 patent (pending) holders of the Enterasys Networks Isaac Project. Isaac uses social media to interact with computer networking devices.

San Jose, Ca, Us

Whistler sold radar detectors, 12 Volt accessories, power inverters and small electronic novelties.- Technical support for retail customers on Whistler branded electronics- Order management, billing, RMA processing

- Diagnosed complex component issue by reading system schematics- Repaired to component level GM and Chrysler car instrument clusters- Repaired to component level Ford and GM car radios- Youngest Team Lead

Industrial Electronics Technology/Technician

Education record