Mark M. Email & Phone Number

Osseo, Mn, Us

Greater Minneapolis-St. Paul Area

Senior Technical Support Engineer- Resolved customer technical issues deploying, troubleshooting for Ethernet/IP Fabric, Storage Area Network, Fibre Channel, and Fibre Channel Extension issues on SLX, MLX, CES, CER, and campus product lines.- Troubleshot technical issues remotely and on site for Ethernet, IP RSTP, OSPF, BGP, and MPLS technology issues.- Worked closely with software and hardware engineering teams to document, troubleshoot, and verify fixes for software and hardware defects through live troubleshooting and recreating defects in a laboratory environment. - Provided priority support that ensured success of critical product rollouts, satisfied top revenue generating customers and retained critical / at risk customers.- Served on 2017 SLX Launch Team collaboratively launched new SLX Router product line, troubleshot/resolved priority and escalation issues, provided feedback to engineering, sales, and account teams. Focused on retaining early adopting customers.- Served on Service Provider Support Team, partnered with Sales and Account Teams, provided dedicated IP support to high-end Internet and Tier 1 Service Providers and Content Distribution Network companies, and optimized service response capabilities and customer satisfaction.- Served on the Major Accounts Team, partnered with strategic account managers and systems engineers, and provided high-level, priority support for top-10 revenue-generating clients.- Supported company-wide training and development initiatives, provided real-world insight on the development of Brocade Education Alpha and Beta training classes, and increased team training skills and competency.- Trained teammates on new product roll outs and support.

Provided second-level support for 20 to 30-person Technician Team, and successfully troubleshot and resolved hardware and software issues for Gateway Computer end-users.- Conducted technical performance reviews, provided constructive feedback and recommendations, improved technician performance, and positioned talented team members for company advancement opportunities.- Created training plans and programs and provided one-on-one technician instruction on existing and new products and company policies and procedures.

Computer Software Engineering

Full Stack Developer Program

Education record