Senior Technical Account Manager
Resolved clients' questions or problems in the areas of application configuration/setup, product functionality and bugs/enhancements.Assisted in Cloud PostGRES / SQL troubleshooting with operations team via Jira casesTroubleshoot Cloud Redis and PostGRES environment.Involved in any additional follow up, testing and problem analysis.Manage and repair Linux Shadow Control applianceSoftware support of all products to ensure Quality of Service for end usersRead, query and modify PostGRES / SQL tables of SPX / Shadow Control applianceConfiguration and troubleshooting of virtual boot or VM setup for VMWare ESXi, HyperV, and Virtual Box)Verify port connectivity between all Storage Craft products across LAN / MAN / WAN / VPNTrain, Configure, troubleshoot and/or repair StorageCraft backup and control softwareDetermine root-cause analysis via analyzing Wireshark, Event Logs, Har, and Console logsTroubleshooting of HTTP, port connectivity, NAT, VPN, and TCP/IP connectivity of machine in the cloud.Fine tuning of backup jobs working with tape drive rotationUsed relevant judgment to verify tickets went to the correct department. On call 24/7/365Responsible for identifying and documenting 33% of the cloud product for content developmentProvide weekly updates to the Cloud team on issues, resolutions, escalations, and documentation.Reports to Executive level for ticket Quality Assurance on cases that failed Customers / Processes / Support Service Level AgreementsConfigure and support customers Okta Oauth account conversionsPaired time management with collaboration to work with relevant departments via Jira cases in conference calls to troubleshoot unknown issues which reduced unsolvable cases to 17%Wrote 80 knowledge base articles and white papers to address common customer questions and known issuesProject management via Agile, Scrum, Jira processes.
