Joshua Gode Email & Phone Number

Minneapolis, MN, US

- A lead analyst on technical issues for Cisco switches and directors, Brocade SAN products and Ruckus/Extreme switches and routers- Drove customer interactions between multiple parties (end customer, account managers, vendors, etc,) to reach problem resolution- Worked closely with internal management and vendor representatives to streamline vendor.

Plymouth, MN

- Isolated, re-created and provided resolution to complex and high-pressure router and switch issues escalated by the L2 team- Detailed solutions and defects in the form of Knowledge Base (KB) articles to thoroughly explain signatures, workarounds and solutions to technical problems- Served in leadership roles as a backup manager, KB lead and designated.

Plymouth, MN

- Achieved team customer satisfaction score of 4.65- Collaborated with account teams to leverage support as a differentiator for repeat business- Managed, prioritized and was an escalation resource for SAN and IP cases owned by engineers across the world

- Solved national and international customers’ technical issues by analyzing network switch output, lab re-creation, and working with cross-functional teams (L3, account teams, etc.)- Managed critical customer situations by working with the account teams and management to ensure customer satisfaction- Provided non-technical and technical leadership to new.

- Provided issue resolutions to national and international customers through analyzing supportsaves, lab re-creation, and working with cross-functional teams- Consistently a high volume case taker when compared to other team members- Mentored and provided technical training to peers and wrote knowledge base articles

- Efficiently handled incoming customer calls, e-mails, and NMS alerts; proactively monitored and analyzed SAN environments and verified maintenance contracts- Learned Brocade products through work experience and computer-based training- Trained co-workers new workflow instructions as a Siebel Power User