Eric Darby Email & Phone Number

Cambridge, Massachusetts, United States

Lowell, Ma

Manager of the CSPi “Critical Care” Support Engineering team. Manage and focus the daily operations of the team. Work with Sales and Marketing leadership to implement clear and concise customer support information on the CSPi website, with the goal of providing faster access to software releases and technical documentation. Implement, maintain, and monitor a Customer “Case Closed” Survey for every closed Salesforce case. Direct technical writing efforts to improve Installation and Operation Guides. Work with the Operations team to streamline the RMA/Repair process by 20%, which includes introducing a warranty database and repair quote process. Define, collect, analyze, and report Salesforce support case metrics and report findings to the Executive Support Management team. Participate as a member of the ISO audit team. Work to define the support model and SLAs for the CSPi CaaS (Crypto as a Service) broker and recorder.

Lowell, Ma

Member of the CSPi “Critical Care” Support Engineering team. Worked with Salesforce case tracker and Jira bug tracker, addressing a back log of 500 support cases. Identified key support performance metrics to improve case response time, customer SLA, and customer satisfaction by 30%. Spearheaded efforts to improve quick customer access to updated FAQs, improving case deflection and customer satisfaction. Set up and maintained a customer lab environment for reproducing customer issues and testing new product releases. Focused support efforts on DBL (market trading) software, Sniffer (IDS) software, and Ethernet 10G drivers.

Haverhill, Ma

I was deployed as a Senior Field Solutions Support Engineer in the Greater Boston Area. Installing, deploying, Troubleshooting and training customers on the customizable Guavus BizReFlex and NetReFlex product. The Guavus systems are built with a Hadoop Framework on top of a MySQL rational database. The Guavus product provides a customer access to Big Data and Streaming Analytics via OLAP (Online Analytical Processing). I Utilized the VMware ESXi environments to test releases and verified the Guavus installation documentation and process for accuracy. I worked with Salesforce case tracker and Jira bug tracking on customer issues. I maintained python scripts to perform customer system monitoring and health checks.

Westford, Ma

Supported Juniper’s Junos Pulse MSS (Mobile Security Suite), A Linux/MySQL web based application that protects and manages mobile devices, their users and their applications. I worked directly with the Engineering and Operations team, documenting the MSG (Mobile Service Gateway) installation procedure. I provided direct customer SLA support with Juniper’s “Clarify Clearsupport” support case tracking system. I was responsible for investigating customer incidents, analyzing issues, collecting data to quickly communicating this information to the Juniper development team utilizing the GNATs bug tracking system. As a member of the support organization, I generated “Knowledge Base” articles to identify steps and methods in troubleshooting customer issues. I performed device (iOS, Android, and Blackberry) MSS application testing prior to releases being posted in the device application’s “marketplace”.

Westford, Ma

I supported the Netscout customer base to assist in the installation, upgrades, troubleshooting and isolation of customer related network issues using the Netscout “Infinistream” and Performance Management Network Analysis tool. I worked as a member of the “Customer Support Escalation” team. Responsible for investigating customer incidents, analyzing issues, collecting data to quickly communicating this information to the Netscout development team. I worked with bug tracking system “Rational-Clearquest” and customer incident tracking system “Right-Know”. I generated “Knowledge Base” articles to identify steps and methods in troubleshooting customer issues. Deployed as an On-Site Support Engineer at a Netscout customer site working to resolve customer concerns and issues. I worked to develop and deploy shell scripts to monitor the health and performance of the Netscout “Infinistream” and Performance Manager.

Westford, Ma

Being the SQA and Customer Service Engineer, I was responsible for testing all of the application features of Sagamore’s AXC-800 Automated Cross Connect System. Utilizing a Perl test suite, automated individual cli commands. Creating positive and negative test cases for testing the AXC-800. I drafted and maintained functional test plans. I Implemented and Automated Simplesoft’s Simpletesterpro test tool. Testing SNMP v1, v2c, v3 and Sagamore’s private SNMP mibs. I worked with Seapine’s testracker bug tracking system and provided product knowledge and technical support to the Sagamore technical publications department, suppliers and the Sagamore customers.

Mba, Masters' In Business Administration

Bseet, Electrical, Electronic And Communications Engineering Technology/Technician