Stuart Main Email and Phone Number
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Experienced and accomplished Technical Customer Support and Services Professional. For the last four years focussed on a senior services role with HPE Storage that combines Support Account Management, Technical Account Management and Technical Consultancy. In this Proactive Support Manager(PSM) role (at level 4 then level 5) delivering exceptional service for 20-25 Accounts, as a trusted adviser and customer advocate on a wide range of HPE Storage products. Drawing always on my extensive Technical Support Engineer (L2 and L3) experience as well as Storage & Backup infrastructure management. Very strong customer service and troubleshooting background, able to communicate complex technical information appropriately to different audiences. Support Account Management/Technical Account Management/Technical Consultancy provided to specific customers of HPE that take up higher service level offerings.Technical customer support provided to customers of Compaq, Symantec, Brocade, Virtual Instruments, Netapp SolidFire and HPE Nimble. Infrastructure and dedicated account support as a Sys-admin/Storage & Backup Hosting Engineer for Centrica, Savvis and Rackspace. Skills summary. Support Account Manager/Technical Account Management/Technical Consultancy. (Four years.) Active end to end case management and oversight.Analysis of AI Ops data for capacity and performance reporting and planning. Escalation Management. Account Planning. Project Management. Sales support.Asset management and reporting. Service development.Request for enhancement logging, tracking and pushing. Training (course development and delivery). Renewals. Technical Customer Support. (Over 20 years) Excellent customer support remote and onsite. Technical analysis and troubleshooting. Log and crash analysis. Case management tools (Openview,Salesforce,Oracle) Knowledge article creation and maintenance. Process review and development (with case handling as a specialty.) Managing escalations and expectations (Technical and political.) Lab recreation of customer issues and working closely with engineering teams. Engagement with Engineering.
Hewlett Packard Enterprise
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Proactive Support Manager - Technical Consultant (Level 5)Hewlett Packard Enterprise May 2022 - PresentHouston, Texas, UsWith HPE Nimble very happy to have progressed within the PSM role . Remaining part of one of the strongest and most customer focused Technical Support organisations. Part of the growing Proactive Support Manager team looking after select customers accounts. Providing expert guidance,case overview and escalation, training, account management and much more but in short for my customer’s a central point of contact and their advocate for all things Nimble.
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Proactive Support Manager - Technical Consultant (Level 4)Hewlett Packard Enterprise Nov 2020 - May 2022Houston, Texas, UsWith HPE Nimble very happy to continue in a new role as part of one of the strongest and most customer focused Technical Support organisations.Now part of the growing Proactive Support Manager team looking after select customers. Providing expert guidance,case overview and escalation, training, account management and much more but in short for my customer’s a central point of contact and their advocate for all things Nimble.
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Senior Technical Support Engineer - Hpe Nimble (Level 3)Hewlett Packard Enterprise Jan 2018 - Nov 2020Houston, Texas, UsWith HPE Nimble very happy, to be a part of one of the strongest and most customer focused Technical Support teams in the industry. Building on experience gained at NetApp SolidFire and taking that to higher levels of customer focus and proactive support built on brilliant tools. I am a strong contributor to the team with a high volume of casework at the highest quality, with one of the best customer satisfaction survey histories in the team.The cases where I add the most value are hot ones that need careful handling and communication as well as solid and quick analysis.
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Senior Technical Support Engineer - Netapp Solidfire (Level 3)Netapp Solidfire Jun 2016 - Dec 2017Boulder, Colorado, UsPart of the expert level Netapp SolidFire Support team in a straight to level3 support model. Provided “Active Support” for all SolidFire customers on an all flash next generation storage platform, with both iSCSI or FC.Following a proactive support model of starting work on issues before the customer is aware of them. Alongside technical support there were professional services aspects of this role (planning and implementing upgrades of Element OS, node additions and helping new customers/partners onboard) which were very rewarding. The way we provided support in this model was at the end of the day very nice for both the customer and engineer -
Storage Support EngineerRackspace Technology Nov 2015 - Jun 2016San Antonio, Texas, UsIn this role providing technical customer support and managing critical Storage infrastructure for Rackspace dedicated hosting customers globally. Key technologies provisioning,installing and supporting are EMC VNX / VMAX arrays and Brocade 8GB/16GB (GEN4 GEN5) FC fabrics. Kit and task summary.VMAX ( 1 - 2 ) - lun provisioning/decommissioning , performance reporting.VNX (1 - 2 ) provisioning, decommissioning , performance reporting , commissioning and decommissioning arrays. FLARE /FW code updates ( block and file along with drive firmware ), hardware upgrades ( drive and DAE adds.) DAS - DELL MD 3000,3200 . Break fix support ( they break a lot and need fixing.)Operating systems supported from a storage provisioning and troubleshooting point of view. - ESXi 5.0 - 5.5 , RHEL 5.x 6.x , Windows 2008 - 2012 / HyperV . -
Technical Support EngineerVirtana Corp. Jun 2014 - Oct 2015Palo Alto, California, UsSupport engineer.Providing remote technical support to Virtual Instruments partners and direct customers on the VirtualWisdom product range.Supporting the VirtualWisdom application along with Windows and Linux based appliances for detailed monitoring of SAN, ESX and Netapp environments to provide detailed data to manage Performance Health and Utilization.This role really builds on my strong Storage and Backup industry background as a Technical Support engineer for other vendors ( Brocade/Symantec/Compaq) as well as having been a senior Storage and Backup admin ( Savvis, Centrica) Supporting VirtualWisdom allows me to return to platform support as well. Operating system ( Windows 2003/2008 – 2012 ) Linux ( SUSE based appliances ) .Highlights. High performer within six months of joining for case load and time to resolution with the most cases handled for EMEA and one of the quickest times to resolution across the wider team. Significant contributor to the knowledge base both internal and external documents. Onsite support provided during deployment for a major UK customer with two hardware Appliances and migration of 30 FC performance probes hardware. -
Technical Support Engineer (Level 2)Brocade Feb 2011 - May 2014San Jose, Ca, UsProvided remote technical support to Brocades OEM partners (EMC,IBM,HDS.NETAPP,DELL) and direct customers on Brocade FOS and NOS products. (Fabric and Ethernet Fabric.)Everything from connectivity issues and “how to” requests to performance issue troubleshooting in-depth. Not just from Brocade tools internal and external but from command line output available to everyone. I used the tools available to me at Brocade but I did understand how the underlying architecture worked and how to follow flows through the fabric using portstats. I have had to use the external /CLI tools available to everyone in every job since this for FC work.In-depth log analysis of supportshow and supportsave, and core file analysis from panic files.Helped to plan upgrades and migrations for customers and supporting them through them.Hands on skills kept from lab work and recreating customer environments and issues. -
Storage And Backup Engineer (Engineering)Centurylink Aug 2008 - Feb 2011Monroe, La, UsThird line support for the backup and storage elements of shared and dedicated hosting environments. The main technologies I worked with for the Savvis utility storage offering. Were 3par Inserv arrays, with Brocade 48000 director switches for fabric connectivity. The host side I configured emulex/qlogic host bus adapters and multi-pathing. Platforms ranged from Egenra and HP C-class blade frames to standalone or clustered Windows, Solaris and Linux/ESX hosts. Alongside the utility storage environment, I also needed to deliver the same high level of support for customer dedicated arrays. More well-known examples of this would be HP Storageworks environments -MSA/ EVA. Or Netapp filer environments (NAS/SAN) .Some of these dedicated environments utilised CISCO MDS based for the fabric rather than Brocade. Within my engineering team I was the EMEA technical lead for Netbackup. With Savvis I continued to build on the expertise gained as a Technical support engineer for Symantec. As a technical lead I was often involved in developing testing and documenting new configurations. And to provide expert support to other engineers in my team or sales engineering and professional services teams. -
Technical Support EngineerSymantec Oct 2006 - Aug 2008San Jose, California, UsSupported Enterprise and Business critical customers resolving issues as quickly as possible. Outside of the Netbackup application, I helped identify and suggest fixes for any operating system or hardware problem affecting Netbackup. The majority of this was break fix, but I often worked with customers on preparing estates for upgrades. Skills that were then further developed at Savvis, where my role changed from vendor support to being the customer responsible for estates.Primarily supported Netbackup under UNIX/Linux Master servers, but could often work with mixed environments containing Windows media servers and clients. -
Senior Technical AnalystCentrica Jan 2002 - Oct 2006Windsor, Berkshire, GbDuring my time with Centrica I worked in two roles. 2002 – 2005 with the Compaq Midrange team in estate management. 2005 – 2006 with the Datacentre Reactive Team in backup and Storage support.Datacentre Reactive – Storage/NetbackupSenior Technical Analyst. After a re-organisation I joined the Datacentre Reactive team when my OpenVMS/Tru64 system management role was absorbed into a larger team. I took this as an opportunity to work with different technology and build more Netbackup experience. The main area of focus was the day to day resolution of backup failures on Netbackup. The estate I supported contained HP-UX, Solaris and Windows clients. The master and media servers supported spanned HP-UX, Solaris and Windows. For Netbackup versions v4.x ,5.x.A secondary area of work. Was the support of HP XP512, XP1024 storage arrays.Working with backup batch jobs that utilise horcm config files to implement CA and BC based backups. In support of this technical move I attended the HP XP storage Administration course. I also supported backups for EMC arrays utilising business copy configurations. Compaq Midrange Team. - Very broad infrastructure support on an OpenVMS and Tru64 UNIX estate.Technical Analyst then Senior Technical Analyst.As part of the Compaq Midrange Team, I supported OpenVMS and Tru64 systems. This ranged from day to day user support and system management, to major infrastructure change. The systems provided critical applications for British Gas. OpenVMS systems supported range from standalone MicroVAX’s to disaster tolerant high availability clusters utilising the AlphaServer EV6 /EV7 range with HSG80 San storage. The majority of Tru64 systems supported ran V5.1 having been upgraded from v4.* to fully utilise HSG80 San based storage. -
Systems Diagnosis SpecialistCompaq Computer Corporation Jul 1998 - Dec 2001Harris County, Texas, UsI started my career with Digital/Compaq as a apprentice training to be a field engineer. And then moved into hardware diagnosis. Systems Diagnosis Specialist. Diagnosed customer hardware or operating system problems on DEC/Compaq Alpha OpenVMS and Tru64 UNIX systems. Problems ranging from basic hardware problems to some crash analysis,This role provided very valuable fault finding and troubleshooting experience along with extensive product and technical training.Apprentice field service engineer.Started with Digital Equipment Corporation. First year successfully completed. But scheme then ended during second year after Compaq take-over. I had gained enough experience to move into front line hardware diagnosis role with Compaq.
Stuart Main Skills
Stuart Main Education Details
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Reading CollegeComputing
Frequently Asked Questions about Stuart Main
What company does Stuart Main work for?
Stuart Main works for Hewlett Packard Enterprise
What is Stuart Main's role at the current company?
Stuart Main's current role is Proactive Support Manager (a mix of Support Account Management/Technical Account Management/Technical consultancy for dedicated Accounts) with masses of customer technical support and services experience..
What is Stuart Main's email address?
Stuart Main's email address is st****@****ail.com
What schools did Stuart Main attend?
Stuart Main attended Reading College.
What are some of Stuart Main's interests?
Stuart Main has interest in Ten Pin Bowling, Gardening, Politics, Environment, Science And Technology, Property Investment And Lettings.
What skills is Stuart Main known for?
Stuart Main has skills like San, Storage, Storage Area Networks, Brocade, Storage Virtualization, Data Center, Virtualization, High Availability, Servers, Solaris, Troubleshooting, Fibre Channel.
Who are Stuart Main's colleagues?
Stuart Main's colleagues are Claudia Pfeil, Becky Storer, John Breyfogle, Jo Anne Poplin, Ross Olson, Sean Bower, Alma Moran.
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