•Serves as a technical subject matter expert on Zoom’s architecture and video/audio collaboration space•Partners closely with the customer account teams (Account Executive, Solution Engineer, Customer Success Manager) to drive and strengthen the customer relationship•Primary point of contact to drive complex technical escalations towards timely resolution•Provides technical consultations for architecture integration and service optimization•Manages technical feature requests and requirements that are key to the customer’s success and process workflow•Develops a trusted-technical advisor relationship with customers and provide recommendations based on the Zoom product suite to address their business needs in partnership with the Customer Success Manager

•Ownership for driving progress and resolution of customer's critical issues•Engaged and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations•Effectively communicated critical issue status to executive staff, sales teams, and other stake holders•Drove visibility into customer escalation trends through case audits and work to get ahead of escalations pro-actively•Ensured cross-functional team is working off of clear established action plans (ex. Who, What, When) and delivering within established SLA's•Managed complex customer situations, coordinating the actions of the Account Team, Cohesity Technical Services (including partner resources where appropriate), and Cohesity Engineering.•Identified systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems•Maintained and expand working knowledge of current Cohesity products and their business applications•Participated in weekly Critical Accounts meeting between Sales, Customer Support, Product Management and Engineering•Conducted onsite visits (as needed) for major accounts or critical situations where onsite customer relationship management will help in the resolution process•Built of deep, long-term customer relationships•Engaged with product management as the customer advocate on product roadmap discussions

•Managed 13 Site Reliability Engineers in the largest Support center for Cohesity while maintaining an average 85% or greater Net Promoter Score•Worked with Cohesity customers, SREs, and account teams to resolve technical issues in a timely manner•Worked closely with engineering teams to interface between Support and Engineering•Developed processes and procedures that impact the global team•Assisted Critical Account Managers resolve accounts facing difficult technical challenges•Maintained scheduling for oncall shift work•Established team objectives and drive performance improvements•Tracked and drove improvement on departmental Key Performance Indicators (KPIs)•Developed and implemented practices that measure the effectiveness and performance of the Technical Support Function•Aptitude to create a team environment that sustains a highly motivated group working to achieve common objectives•Completed timely and meaningful performance reviews and development plans for direct reports

•Developed processes for Support team growth and efficiency•Oversaw support case distribution•Performed duties as mentioned in Site Reliability Engineer role

•Worked with Cohesity customers to provide a timely resolution to technical issues that they may encounter•Worked closely with Cohesity engineering and account management teams•Demonstrated considerable judgment in selecting methods and techniques for obtaining solutions•Assisted in the development of comprehensive and reusable self-service solutions for future incidents•Developed Knowledge Base articles

•Used Linux, networking, virtualization skills to solve problems•Worked with VMware, KVM and Microsoft Hyper-V Hypervisors in a Hyper-Converged environment•Supported backups to AWS and Microsoft Azure•Troubleshot and diagnosed customer issues encountered in the field•Defined and drove changes to our product with the development engineering team, given feedback from customers and field implementations•Improved serviceability of the product by developing tools to scale our field deployment and auto-support infrastructure•Provided analysis of existing customer base to avoid and minimize risks in the field•Worked with technology partners to resolve issues and push improvements in the Nutanix ecosystem•Developed and contributed to internal and external knowledge bases

•Supported Classified Remote Managed Systems team in a secure NOC•Processed customer interaction to create troubleshooting cases•Executed end to end tests in a virtual infrastructure•Operated with a sense of responsibility, accountability and ownership to deliver on commitments•Partnered closely with managers, team leads and mentors to make required technical and solution related decisions•Strong organizational and time management skills

•Maintained and upgraded Ethernet LAN interfaces, router and switch configurations and WAN interfaces•Installed/upgraded/supported data hardware, systems and software•Investigated device operational failures, alarms and performance•Diagnosed root cause of device failures or performance anomalies•Remedied failures and performance issues on data devices/systems•Maintained data hardware/software inventory•IT Compliance (Critical Infrastructure Protection)•Provided analytical and compliance reporting support for integrated security systems and solutions•Translated security and business reporting and compliance requirements into information needed by regulatory oversight organizations, such as the North American Electric Reliability Corporation (NERC)•Provided proactive support for IT compliance and security reporting issues through data analysis•Assessed and improved security posture for IT systems

•Performed duties in Afghanistan in support of Genesis III government contract•Primary duties were maintenance and instruction of satcom, telecommunication, and commercial off the shelf (COTS) systems•Lead technician for maintaining and instructing the GRRIP (AN/PSC-15) system, providing fly away support to over 150 systems in Afghanistan•Supported Analysis and integration of computer-based systems, analysis and integration of local area networks, specialized interconnect cable design and fabrication, and analysis of communication systems•Knowledge of Alternating Current/Direct Current (AC/DC) power, grounding and electronic equipment heating/cooling requirements•Isolated, repaired, and tested complex level problems•Proven ability to work independently or with minimal supervision

•Performed engineering, technical analysis and related duties required for the installation, operation, maintenance, modification, hardware/software, and repair of RQ-7B Shadow UAV ISR platform and related equipment to the customer's satisfaction and specifications in Iraq•Troubleshot technical problems and issues and determined technical solutions•Performed duties in support of US Military Special Operations•Provided general logistics functions to include tracking and ordering parts as well as tool calibration•Assessed product needs in accordance with customer specifications as well as act as local on-site representative to customer's organizations

•Extensive technical training in management, integration, repair, and operation of communication electronic systems•Provided technical support to subordinate and joint units during offensive operations in Afghanistan (2004-2005) and the Philippines (2007) while working under extremely stressful and unusual situations with little to no supervision•Responsible for the operation, troubleshooting and repair down to board level of multiple communication equipment that provided HF, VHF, UHF, and satellite communications•Trained entry level soldiers on troubleshooting techniques, installation and repair on multiple communication systems•Fielded, installed, operated, and maintained electronic warfare jamming devices to protect troops against improvised explosive devices in Afghanistan during Nov 2004-Jun 2005•Managed the Drug Testing program of approximately 300 soldiers from Dec 2004 to Feb 2006