Ed Mitchell Email & Phone Number

Natick, Massachusetts

Subject matter expert in parallel computing, working with sales, marketing, and presales engineers to provide expert knowledge and recommendations. Manage support escalations from front line technical support, sales, and account managers as well as working directly with customers in high visibility situations. Provide guidance and mentorship to early career technical support engineers on customer management and communication. Work with cloud applications team to support parallel computing in Amazon AWS. Create and deliver training to front- line technical support and developers. Lead ongoing effort to review historic support cases for actionable insights and provided countermeasures to improve product quality. Designed and released integration between MATLAB and HTCondor. Designed, implemented and maintained database for support metrics reporting, including ETL, automation, backups, and performance.

Cambridge, Ma

Role expanded to encompass leadership of a global team with 13 engineers and 16 contingent workers spanning 3 U.S. time zones, Singapore, Costa Rica and New Delhi Worked to refine support processes for scalability to make them more location independent, as well as measures to implement a follow the sun support model. Also worked to define and deliver additional support offerings to expand the support business.

Cambridge, Ma

Role was expanded to lead a larger team, composed of previous escalation management team in addition to a new team of senior support engineers, and tasked to handle the most difficult cases, while retaining all previous responsibilities.

Cambrige, Ma

Served a dual role as technical escalation point and as chief representative of Vertica support to senior management of Vertica customers in the most highly escalated support cases. As a technical lead, performed in depth troubleshooting of issues in the Vertica software, at the operating system level, and at the hardware level. In the management role, was tasked to define the position of escalation manager and then establish and manage an escalation team. Also developed and managed a VMware testing cluster and scripting process in PowerCLI to rapidly build test clusters of virtualized CentOS servers up to 100+ nodes in size for client issue replication.

Wellesley, Massachusetts, United States

Managed all technical aspects of large-scale implementations of investment accounting software. Worked as client-facing technical lead on million-dollar implementation projects from design to go-live. This includes custom-designed upgrade processes, troubleshooting of a variety of low-level technical problems, both within the software and with third party components. Was solely responsible for the design, implementation, and maintenance of a software media request and distribution system, written in C# coupled with T-SQL and Microsoft SQL Server. Responsible for design and implementation of new procedures, processes, and architecture designs. Created custom hardware sizing and selection for clients based on their individual workload to help them maximize efficiency while minimizing cost. Completed multiple performance optimizations of Eagle systems, both from the Oracle/SQL Server aspect as well as the software itself, running on either Windows, Solaris, or Linux, to help clients meet critical SLA s and encourage greater adoption of Eagle software. Designed and implemented a technical audit process for existing production and candidate production systems, which resulted in increased stability of client systems, reduced TCO, and increased client satisfaction. Other responsibilities included pre-sales technical support, delegation of team resources, and management of the quality of all team documentation.

Providence, Rhode Island, United States

Maintained and enhanced several systems, including an Oracle and VB based insurance rate generation system as well as a document workflow/imaging system in a customer/vendor environment. Was responsible for maintaining and extending and existing VB, VBA and PL/SQL codebase. Successfully managed multiple version upgrades and system enhancements as project manager, analyst, and developer through every phase of the software life cycle. Designed a set of monitoring procedures to reduce false positives and after-hours support needs. Other responsibilities include development and maintenance of smaller systems and applications using VB and PL/SQL.