John Tidd Email & Phone Number

Seminole, Ok, Us

Oklahoma, United States

Provide strategic support for NetBackup and related products to named and pooled accounts, onsite and remote, including NetBackup master server name changes, NetBackup hardware/software refresh migration assistance, disaster recovery (DR) assistance, software upgrade assistance along with performance and workload tuning for NetBackup best practices. Interface with product support and engineering to resolve customer issues and assist with backup and recovery objectives; provide continuity for cases between support centers in follow-the-sun cases; and proactively engage customers with strategic information relating to their environments. Assistance with proof of concept testing (POC) installation, configuration and support for account sales engineers.

United States

Roseville, Minnesota

Provide strategic support for NetBackup and related products to named and pooled accounts, onsite and remote, including NetBackup master server name changes, NetBackup hardware/software refresh migration assistance, disaster recovery (DR) assistance, software upgrade assistance along with performance and workload tuning for NetBackup best practices. Interface with product support and engineering to resolve customer issues and assist with backup and recovery objectives; provide continuity for cases between support centers in follow-the-sun cases; and proactively engage customers with strategic information relating to their environments. Assistance with proof of concept testing (POC) installation, configuration and support for account sales engineers.

Roseville, Minnesota

Provided high-level technical phone and remote access support to customers using all aspects of NetBackup and NetBackup Database Extension products in Windows and Unix environments which include SUN, AIX, HP and Linux. Worked closely with external and internal customers, software engineers and 3rd party vendors to resolve complex backup and restore issues. Responsibilities include in-depth analysis to determine the root cause of the problem, determine and document a solution, and then work with the customer to implement the resolution. Supported all aspects of NetBackup functions and specialized in the following databases Oracle, DB2, Informix, Sybase, SQL Server, Exchange and SAP on UNIX and Windows platforms. Provided assistance to Sales Engineers for customer proof of concept testing as well. Job duties also entail participation in mentoring and coaching of new or less experienced engineers.

Responsibilities:Dealing with Enterprise level customer support issues primarily over the telephone on a daily basis.Working as part of a global support team during US hours, in coordination with support centers in other geographic locations operating 24x7 support.Documentation of case progress and communications to a high standard using a call tracking system.Providing customer feedback on their issues as they are progressed with clear expectation setting.Ensuring high customer satisfaction by providing a professional service and swift resolution to all customer issuesWeekend work on a rotation basis,Recreating problems in house and providing evidence where bug fixes are required.Personal Profile:Willing to work as part of a professional support team to provide solutions to customer issues/problems.Able to maintain professionalism while under pressure.The candidate needs to be someone who values teamwork and can contribute to the entire group who is a self starter and self motivated.Someone who wishes to continue to develop their skill set in a proactive environment.Being a team player and understanding the customer’s needs ensures continued success of the support centre and individuals who demonstrate these skills are very welcome.