Al Harper Email & Phone Number

Manage the worldwide Knowledge, Support Training, and NPI Teams.Responsible for managing Nutanix's global Knowledge Base, Support OnBoarding, Certifications, New Product Introduction (NPI), and Project Management for Worldwide Support Operations.

Durham, Nc

Durham, Nc

-Wrote and delivered The Nutanix Support Experience, a customer service training to be delivered worldwide throughout Nutanix Support and developed it into an interactive online training for Authorized Support Partners-Organized and helped implement the dispatcher model for accepting new calls, lowering the calls to call-center ratio to successfully exceed our metric goals-Acted as backup role to current managers by handling case escalations and managing the case queue-Delivered short “Chalk Talk” training sessions on Nutanix Disaster Recovery solutions to educate local Support team. Also developed these into customer-facing online instructional Tech TopX videos.-Responsible for delivering three modules of training designed to onboard new local SREs with customer service, troubleshooting, and workflow process skills

Research Triangle Park, Raleigh, Nc

-Provided customer support, troubleshooting, and repair for Cisco UCS platform, including OS support (VMware, Microsoft, and Red Hat), and the Nexus 1000v platform.-Solved complex problems where analysis of scenarios required in-depth evaluation of factors and root cause analysis.-Worked on customer systems to resolve network-down situations which could have a high business impact.-Escalate software/hardware bugs and work with corresponding teams to identify and resolve in future releases.-Effectively multitask several customer issues at one time and drive to resolve all issues while maintaining high customer approval of Cisco brand and support.

Knoxville, Tn

-Apple Certified Technician in software/hardware repair.-Provided customers with technical support for all Apple products including, but not limited to, Mac desktops/laptops, iPads, iPods, iPhones, and Routers.-Completed hardware repairs on all Apple products in-store.-Advised management team of resolutions for customer service scenarios.-Member of mentor team, assisted in training employees.

Knoxville, Tn

-Managed and prioritized repairs based on constraints of time, resources, technical difficulty, and customer service scenarios.-Maximized repair numbers to meet efficiency goals as well as maintain customer confidence in Apple service solutions.-Managed and maintained supply budget.

Knoxville, Tn

-Found solutions for customer needs for personal sales.-Achieved sales metrics each quarter.-Active member of Business Team specializing in large sale and small business solutions.

Knoxville, Tn

-Marketed Apple products to university community through planning and execution of large-scale events.-Integrated Mac systems into college where no Mac presence previous existed including schools of engineering, business, and education.-Worked with faculty to find opportunities for small to large scale sales of Apple products.