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 repairs, up to and including scheduled arrival time, scheduled calls and any deviation which may have occurred.* Proactively and re-actively look for solutions to prevent problems from occurring at customer sites.* Creates, maintains, administers s3 environment which includes but not limited to users, buckets, groups, policies, group policies.* Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals for Windows, PowerShell, Linux (Debian), Redhat 6.8- 7.5, macOS, and VMware vsphere environments for in house. *Assisting with lab network infrastructure, and storage environment.* Documents, maintains, upgrades or replaces hardware and software systems.* Frequent participation in special projects at the direction of management.* Assist the test engineers with hardware/software testing as needed when not traveling on site to customers.

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 to various Qlogic Fiberchannel cards, Emulex cards, Hitachi SSDs, various SSD and Hard Disk dock configurations* Have working knowledge of NetApp, Nimble/HP, Kaminario, DellEMC, and Pure Storage Arrays required to run storage migrations.* Assist with lab management: moving hardware, server chassis, cabling, hardware replacement, storage appliance allocations, server installations (Unix, Windows), etc.

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• RAID Arrays• Asynchronous Replication• Synchronous Replication• Direct Connect SAS Windows Mapping• Direct Connect SAS ESX Mapping• Portable Volume• Server Failover/Mapping• Updating Documentation and Processes

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.• Scrub Repeat Dispatch surveys to correctly identify the reason behind the repeats and take appropriate coaching actions as necessary.• Worked on various trial/skunk projects for Senior Management including but not limited to: Auditing L3/L4 support cases, duplicate SRs, and orphaned SRs.

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• Adhere to a strict metric system for classifying the severity level of work tickets• Routinely a de-escalation point of escalated cases for leads and managers• Special Material Expert for Replay Manager Service and Live Volume

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• Active Directory password resets• Network Troubleshooting• Configure Radiant 1550 and 1560 POS workstations• Red Prairie User Administration• Timelink(Gumstix/linux) Administration• Radiant Site Configuration

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