Dwayne Knapp Email & Phone Number

Dedicated IT professional with 10 years of experience providing high level IT support for Enterprise level products. Expert level support for proprietary enterprise search technology IDOL (Intelligent Data Operating Layer) products and Surveillance/Media Server. Support a wide range of products simultaneously in the family of Core IDOL, Connectors, Distributed Modules, and Interfaces. Maintain high customer experience via email, phone, dedicated ticketing portals and screenshares. Put a strong emphasis on reproducing customer scenarios, troubleshooting complex architecture and configurations and problem solving to satisfy customers’ needs. Coordinate with Escalation Managers, Account Managers, Consultants, and R & D to ensure correct and concise diagnosis of issues and action plan to move forward. Work closely with IDOL support team members, support teams from other product categories and R & D teams to ensure customer satisfaction. Interact regularly with R & D by submitting Bug reports and Enhancement Requests as well as testing workarounds and fixes. Also compile and test sample programs using various SDKs. Lead, train, and mentor a globally dispersed team. Create knowledgebase articles, documentation, and training material. Experience with various platforms (Windows versions and LINUX flavors), content repositories, programming, and scripting languages. Also experience dealing with enterprise software installs via AWS and Docker Desktop.