Eco Willson Email & Phone Number

San Francisco Bay Area

Palo Alto, CA

- Work with pre and post sales customers to understand architecture requirements and assist with deployments- Work on third party integrations of other S3 compatible solutions (Splunk SmartStore, Teradata NOS, Veeam)- Mentoring of engineers on support best practices- Documentation and whitepaper generation

Campbell, CA

- Resolve customer issues with emphasis on SaaS, HTTP, Exchange, O365, Google Apps, Salesforce etc- Guide customers through on boarding and deployment of Bitglass solution- Mentoring, knowledge and training creation, delivery of product training to customers and partners

San Francisco Bay Area

- Multi purpose role- Manage customer systems, deploy major upgrades- Manage critical issues account wide for largest customers- Mentor other team members- Interface with engineering as customer advocate to drive issues to resolution

- As part of the Open Source and Standards (OSAS) group, help to provide guidance and best practices to open source communities- Technical liason for the gluster.org community- Write and oversee community driven documentation, how to's and best practices- Provide guidance to community users on best practices for implementing GlusterFS storage- Represent.

Developed processes within support organization to meet and exceed customer SLA's and expectationsFirst escalation point for customer issuesProvided training for frontline teamDeployed product on site for customer via remote accessActed as a technical resource for all sales team members

Provide end user support and troubleshooting for ArcSight SmartConnectors, Connector Appliances and Logger including:Communication issues between connector software hosts and destinationsOS level troubleshooting for Connector Appliance and LoggerConfiguration and installation best practices

* Provided consultative and technical services for enterprise customers * Delivered direction and full troubleshooting support for ESX and guest Operating Systems * Assisted customers with production down (SEV1) issues on customer facing systems and applications by using logs and command line tools to perform root cause analysis and fix the underlying.

* Provided full VMware administration to internal customer groups, including installation and configuration of ESX servers, Virtual Center servers, deploying new virtual machines, template creation and maintenance * Implemented project that reduced critical QA and Dev server provisioning from an average of two weeks to less than two hours, including.

* Delivered first time resolution of customer issues, with ownership and responsibility * Analyzed daily reports to identify sales trends and, address areas of opportunity to increase overall store growth * Consistently exceeded sales goals with emphasis on data products, customer satisfaction, growth and retention in a multi-million dollar location. *.