Gary Hall Email & Phone Number

Halton, England, United Kingdom

Overseeing the operational aspects of the EMEA TAC team in Arista Networks. Managing engineers, leads and team managers. Liaising with regional managers, senior leadership and customer success team in all aspects of post-sales customer support.

Halton, England, United Kingdom

Managing escalated customer situations towards resolution, liaising with all necessary functions within Arista and customers towards customer success. Managed the global TAC Technical Lead team who are responsible for all aspects of customer success in Arista and in enabling TAC engineers in the technical aspects of their role.

Newbury, Uk

As part of the customer support team at Arista I provide a focal point for proactive and reactive escalation management for Arista customers. I liaise with different teams within Arista to drive continued improvements in operational efficiency within the support team. Working with other areas of Arista I ensure customer situations are progressed towards resolution and keep the executive team updated when required. - Analyse interactions between support and development teams through TAC cases to drive improvements in these engagements. - Keep account teams and executive team updated through executive notifications. - Work with account teams on identifying trends with TAC cases for key accounts and working towards a resolution. - Create RCA documents for customer account teams. - Working towards improving support team awareness of other areas of the business through engagements with account, software and platform teams.

Reading, Uk

Supporting customer issues across the Arista switch product range, including protocol issues as well as platform issues. • Assist Arista customers and partners with complex networking and platform architecture issues using learned analytical problem solving skills.• Regularly liaise with internal development teams to further assist customers.• Communicating with customer account teams as part of issue resolution.• Use complex lab setups to investigate customer reported issues. • Lead training development for a specific technology for new hire boarding.• Train new colleagues on a specific technology as well as internal tools and business processes. • Publish internal documentation relevant to customer issues.

Brussels Area, Belgium

Supporting customer issues in backbone Cisco TAC in EMEA. I was in the LAN Switching and Datacenter teams, supporting layer 2 protocols and switch architectures for Catalyst and Nexus products.• 7+ years in TAC with focus on LAN technologies and hardware architectures. • 4+ years also supporting Data Center technologies and hardware. • Applying learned technical and analytical problem solving skills to assist customers with complex networking and architecture issues. • Using complex lab setups to reproduce customer environments. • Improving customer experience by filing many software defect reports to software development team.• Worked in original team in developing new TAC centre in Bangalore. Coached/mentored first engineers to be part of LAN team in that centre. • Spent time on-site as part of new TAC centre integration in Krakow, providing initial trainings on TAC tools and business processes. Also mentored engineers in first days of case taking. • Introduced new tools and processes to team members for case handling as part of global TAC project. • Regularly assist management and customer facing colleagues in case assignment.• Provided technical trainings to out-tasking colleagues on a range of technologies. • Mentored new members of the team, taking a hands-on approach to ensure full integration into the team. • Worked in Focused Technical Support team for one month in an Operations Management role. During this I had an insight into both Cisco’s and various partner’s business operations for IT infrastructure. o Attended several weekly/quarterly meetings with partners and end customers. o Reviewed many open customer cases to ensure they progress to resolution.