Ensure direct reports work with customers in a professional and timely mannerProvide SalesForce report data regarding support metrics to the President of Comtrol.Attend Staff meetings to represent the Support departmentContinue to train new personnel in product expertise, Support softskills and troubleshooting techniques.Continue taking Support calls to assist the Support department.Continue as forum moderator to assist customers.

Take calls for Comtrol Products.Provide training in Troubleshooting Techniques, Customer Support soft skills and product troubleshooting to new employees.Forum Moderator for Comtrol Corporation to help resolve customer issues, alsoprovided an in-depth troubleshooting section for Linux on Comtrol's forum page:http://forum.comtrol.com/index.php?t=index&cat=11&Created an in-depth troubleshooting section for the DeviceMaster product on Comtrols forum page:http://forum.comtrol.com/index.php?t=msg&th=296&start=0&As a Support Engineer, I took 90 percent of all customer calls coming in via phone, web, email and forum.Fluent in Windows 2003, 2008, 2012 R2 and Windows 2016, VMware ESXi.Also fluent in Linux consisting of OpenSuSe, CentOS and UbuntuHave worked with Solaris, HP-UX, IRIX, AIX and RedHatWork with Salesforce for call tracking.

- Ensured tests carried out according to test plan- Created new tests based on problem trend information- Interacted with Support and Engineering to ensure appropriate testing was completed- Attend Scrum team meetings to provide status and direction- Triage defects from support backline and assist with continued troubleshooting if necessary prior to escalation to engineering.- Evaluate escalation influx to determine trends and mitigate.- Coordinate with the support organization with Engineering activities and to pass support concerns

- Handle all NetBackup support calls from Business Critical customers- Handle all Sev 1 and 2 support calls coming into the support center.

- Handle all NetBackup support calls from Business Critical customers- Handle all Sev 1 and 2 support calls coming into the support center.

- Responsible for managing 10 personnel in both Roseville, MN, Heathrow, FL and Reading, UK- Managed Data Protection Group’s category / subject designations to be in-line with Engineering input- Tracked product changes, identified areas where training is required and provided input to Support Managers- Tracked defects in new product releases and gave the go / no-go for product release.- Provided usability / supportability input to Engineering based on Support feedback

- Take all 1st level Technical Support calls for NetBackup and Storage Migrator- Interact with the Customer and Engineering to ensure timely resolutions to open calls- Responsible for managing 8 first level Technical Support NetBackup for Unix Engineers- Ensured total time in queue for Support calls never exceeded 10 minutes- Technical subject matter expert and consulting resource for NetBackup team members- Conducted Customer Support Acceptance Testing (CSAT) to ensure product usability and supportability.- Attended Engineering and Support meetings to represent Customer and Support interests

Classic Wizard InstructorWideband (Bullseye) Technical SupportSupport for various NSGA related electronic equipment