John Flagg Email & Phone Number

Louisville, Kentucky, United States

● Manage a team of Service Account Managers across the Central region to deliver world-class service to our most strategic customers. ● Maintained an NPS score of 90+ for delivered services in my region. ● Enhanced service delivery through strategic planning and execution.● Pioneered new delivery mechanisms through automation and standardization of report delivery. ● Collaborate and drive regional sales through scoping and sizing● Led and managed the re-orchestration of our sizing and pricing model to ensure accurate scoping of effort within the professional services organization.● Build strategic relationships and effective networks to enhance service delivery.● Influence cross-functionally and operate effectively within a matrix environment.● Expert in communication (written, verbal, and listening) and complex problem-solving.● Deep product, technology, and industry knowledge.

Manage a team of Service Account Managers inside of the Central region.

Mountain View

● Drive and nurture customer relationships by serving as the primary point of contact, advocating for customer needs, and leveraging subject matter experts to ensure high-quality post-sales support and engagement.● Lead regular status meetings and provide comprehensive updates on support escalations and issue resolutions, ensuring seamless communication and collaboration with senior team members to address critical customer issues promptly.● Own the service delivery relationship for strategic accounts, coordinating deployments, best practice guidance, and training opportunities while collaborating with internal teams to enhance the overall customer experience.● Advocate for customer requirements in product development discussions and mentor peers by promoting knowledge sharing and best practices to improve customer adoption and address product concerns.● Participate in strategic planning sessions and conduct reviews to align customer business priorities with Pure’s offerings, ensuring all customer assets are tracked and risks mitigated effectively.

Working to drive engineering needs for our largest customers.

Mountain View

-Understand inner working of PureStorage FlashArray and be able to talk about it fluently.-Providing high level support resolution to critical customer issues. -Understand and work closely with engineering to resolve newly found issues in current releases. -Created and maintained training for junior support personnel. -Champion customer issues internally, and represent the company externally. -Leads large multi participant customer calls, usually during hot escalations.

Ca, Mountain View

Support enterprise Flash SSD Array in VDI environments-Resolve latency issues in iSCSI/FC environments-Work with switch vendors to correct zoning/best practice issues-Work on large scale tier one deployments in six 9 environments. -Work towards creating and crafting best practice docs for SSD based storage arrays.

⇒ Providing support to enterprise level customers using e-mail, phone and WebEx. ⇒ Focusing on issues involving networking, replication, CIFS, NFS, OST, and SNMP, acted as Technical Lead in the specific areas of OST/DDBOOST. ⇒ Identifying emerging issues and working directly with engineering to resolve them. ⇒ Running performance testing using tcpdump, Wireshark, and iostat to isolate bottlenecks in the TCP/IP environment. ⇒ Reconfiguring customer configuration in various backup environments (NBU, BUE, and Networker) to increase performance through load balancing and optimization. ⇒ System tuning of media servers in the backup environment.

Provided SAN and NAS troubleshooting support to enterprise level companies with phone and email communication for NetApp’s FAS Storage System.⇒ Supported storage networking utilizing protocols such as FCP, iSCSI, NFS and CIFS ⇒ Communicated with clients around the world to secure a proper resolution to their storage issues using the ONTAP command line (diagnostic and advanced mode) and GUI Interfaces. ⇒ Worked with clients to design, configure and administer their SAN and NAS environments. ⇒ Provided troubleshooting for client access to storage systems from Windows and Unix servers. ⇒ Specialized in Snapmirror, Snapvault, and OSSV troubleshooting. ⇒ Supported filer installs and hardware upgrades/additions ⇒ Provided diagnostics through onsite commands and AutoSupport data. ⇒ Supported NetApp Hardware and Software: Hardware – NetApp Hardware – FAS/V 2xx, 20x0, 30x0, 31x0, 60x0, S300, S500, S550 Software – SnapManager for Exchange, SQL, Oracle and Virtual infrastructure. Snapdrive for Windows and Unix, StoreVault Manager. NetApp Data ONTAP 6g and 7g. Page 2