John Sherlock Email & Phone Number

United States

Greater Minneapolis-St. Paul Area

* Perform on-site installations configuration and integration, break fix, customer training, and configuration of storage migration appliances to the Lower 48 United States.* Diagnose and resolve problems related to hardware, software, networking, and workflow on customer sites.* Communicates with customer on all call activities regarding installations or.

Greater Minneapolis-St. Paul Area

*Agile Software Development environment* Execute and diagnose automated system tests for migration appliance including but not limited to User interface, NFS migrations, and Cifs migrations with documentation.* Test upgrade and installation procedures and documentation.* Test hardware functionality for storage migration appliances including but not limited.

Eden Prairie

• Use of knowledge in the following programs and applications:
• Seapine Test Track Pro
• Atlassian Products
• Clear Quest
• Execute manual and automated system tests in the following areas but not limited to:
• Cache/Cache To Flash

Greater Minneapolis-St. Paul Area

• Provide a positive, welcoming experience for all Dell Compellent Front line Agents on the floor.
• Provide consistent coaching/mentoring to Front line Agents to create a consistent experience for our customers each and every time they request assistance.
• Audit live telephone calls for each front line agent twice per month to ensure the agents are following all Dell Compliance and ethics.
• Audit cases for L2 support twice per month to ensure case management practices and customer communications are being followed to the specifications of Dell’s metrics.
• Audit L3/L4 once per month to ensure case management skills and customer communications are being followed to the specification of Dell’s metrics.
• Scrub Customer Dissatisfaction Surveys and notify the appropriate management entities as appropriate.

Greater Minneapolis-St. Paul Area

• Remotely supporting leading edge Storage Area Network environments for external and internal customers
• Assisting in the installation and maintenance of Storage Area Network Environments
• Providing technical support to Compellent’s proprietary tools such as Enterprise Manager, Replay Manager Service, and Live Volume
• Assisting customers in a variety of Operating System environments outside of the Compellent system consisting but not limited to Windows, ESX, HP-UX, and Linux/Redhat
• Providing network support in environments including but not limited to Brocade, Cisco, and Force 10
• Providing a positive customer experience for Dell Compellent Customers, external and internal

Greater Minneapolis-St. Paul Area

• Service Desk- Northern Tier Energies/Super America
• Provide Phone Customer Service and Technical Support to end users, 166 SuperAmerica corporate locations, 66 SuperAmerica franchise stores, and 600 Northern Teir Energy employees
• Spiceworks- Assign and complete work tickets
• Adhere to a strict metric system for classifying critical level of work tickets
• Troubleshoot Dell, MS Office, Windows XP/Vista/7/Mobile, MS Exchange, MS outlook 2007/2010
• Configure Windows workstations

Information And Telecommunication Technologies, Ccna, San, Nas, Unix/Linux Support

Activities and Societies: CCITA, Century College IT Association, FAB Lab (Century College)Dean's list spring of 2011

Associate'S Degree, Electrical/Electronics Maintenance And Repair Technology, 3.0 Gpa