Gabriel Lowe Email and Phone Number

• Global technical lead in Customer Success Services (CSS - Formerly NetApp Global Support) for Virtualization products and solutions• Responsible for supportability roadmap for NetApp virtualization products and solutions• Collaborate with Technical Directors and Product Managers to ensure Customer and Support has a voice throughout the product and solution development process• Continually work with team to develop support strategies for both new and existing products and solutions in line with the business goals and customer requirements• Participate in both Waterfall and Agile product development as the senior technical voice from CSS for phase/sprint reviews as well as product owner teams

• Global technical lead in NetApp Global Support for Virtualization products and solutions• Continually work with team to develop support strategies for both new and existing products and solutions in line with the business goals and customer requirements• Participate in both Waterfall and Agile product development as the senior technical voice from Global Support for phase/sprint reviews as well as product owner teams• Provide advanced technical course development and instructor-led training for internal global support personnel• Provide guidance and mentoring of dozens of EEs and TSEs through several methods (for example, instructor-led training, Knowledgebase Article Authoring, Technical Talks)• Provide consultation for critical case escalations as needed

Responsible for critical escalations, including both highly technical issues as well as politically charged.Participate in product phase reviews for all products related to VMware solutions running on NetApp storage systems.Provide advanced technical course development and instructor-led training for internal global support personnelDrive cooperative support with our support partners at VMware and Cisco including presenting at Customer and Partner Support Days and helping build the Cooperative Support LabProvide guidance and mentoring of dozens of EEs and TSEs through several channelsAuthored a significant number of Knowledgebase Articles and serve as a primary reviewer for new submissions from the technical staffFiled, triaged, reproduced, and worked with engineering/QA on software defectsHave helped create and drive several cross functional “SWAT” teams to deal with large scale problemsWorked as a NetApp “genius” at NetApp's VMworld Genius Lounge

Fielded customer support cases in a wide variety of areas, including virtualization, hardware, SAN, NAS, data protection, storage management, etc.Worked with engineering on escalation processes for several software productsBegan formal technical instruction of other TSEs and EEsRepresented NetApp at the VMworld trade show assisting with product demos and answering customer and potential customer questions

Installation, configuration, and administration of VMWare ESX, GSX (now VMWare Server) serversArchitected backup and disaster recovery plan using VMWare, Vizioncore, Tivoli, Network Appliance SAN, and IBM LTO tape libraryNetwork Appliance SAN implementation, administration, and maintenanceResponsible for configuring, administrating, and maintaining Citrix Terminal Server Farm, including complete upgrades from Metaframe 1.8 to 1.8/XP (mixed mode), to 3.0, and then to Presentation Server 4.0Designed network printing solution including Citrix and Windows printing from thin, fat, and remote clientsResearched, tested, and implemented Citrix Secure Gateway, Citrix Secure Access Manager, and Citrix Access Gateway SSL VPN solutionsR&D project to test PocketPC and Palm OS PDA/Cell phone solutions with final implementation of Palm Treo 650's for our mobile workforceSecure Wireless LAN implementations employing various methods of encryption and authentication using Cisco wireless access points and RADIUS serversWindows 2000/2003 Active Directory/Group Policy design and maintenancePart of server operations team with responsibility to maintain (from a hardware and software perspective) and deploy servers running Windows NT/2000/2003Windows 2000 Clustering Configuration for the mill production systemInvolved heavily in researching and testing new hardware and software technologies

Managed 5 Help Desk Technicians on both first and second shiftAssigned trouble tickets and IT projects to staff based on skill set and availabilityAudited ticket completions, both in the ticket management system and by surveying customers for level of satisfaction with issue resolutionConducted annual performance evaluations/reviews of my staffDevelop database-driven web applications to assist in Help Desk operationsManage and design the corporate Intranet Server and Internet SiteImplemented projects to catalog our entire IT asset inventory (both computer hardware and software licenses

Troubleshoot and maintained all computers and accessoriesSet up, maintained, and kept track of all audiovisual equipmentMaintained email and network accounts

Edited highlights and other video for SportsCenter, NBA2Nite, ESPNews, and other live programmingGathered and coordinated information and statistics for the graphics on our live television programsData entry into ESPN videotape library