Michael Hackett Email & Phone Number

Westford, Massachusetts, United States

Westford, Massachusetts, United States

Westford, Ma

Support and development of Red Hat Ceph Storage and its Integration with Red Hat OpenStack Platform. Focusing on below components of Ceph Unified Storage: - LIBRADOS - RBD - RGW - CEPHFS

Westford, Ma

I provide high level technical support, contribute to Red Hat global knowledge by writing solutions articles, troubleshoot issues by analyzing logs, reproduce issues from customers, report bugs and provide the necessary steps to reproduce them, and lead remote sessions for diagnostic purposes.

Applies advanced systems level technical expertise to resolve standard to highly complex customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Customer Engineers, remote maintenance calls, Chat and Web Support Calls. Accepts escalations requests from other technical team members as the subject matter expert. Uses knowledge gained from prior job related experience to independently determine service level severity and assess when and how to escalate to other resources within the organization. Works closely with engineering and cross functional team in resolving customer issues. Identifies, develops and implements problem resolutions and follows standard practices and procedures. Acts as a remote customer advocate for selected accounts. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction. Will be expected to develop and participate in solutions training and problem resolutions skills development. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues.

Responds to routine as well as complex product, customer and customer engineer incoming calls. Identifies, resolves product problems. Provides validated technical information, support process instructions and special support requirements to all levels to maintain quality technical support to the company''s customer base. Delegates and redistributes workload as necessary. Assesses and then escalates where necessary technical issues from PST''s prior to escalation to PSE Shift Leader, TS, Engineering or Customer Service Management. Collects problem informaiton for review by PSE''s or Tech Support, uses remote tools to analyze product failures. Is considered the subject matter expert in the symmetrix product suite realm of knowledge.

Engineer support is performed via phone, email and remote support. As a PSE, I perform support for top tier data storage arrays. Support includes responding to routine as well as complex product and customer initiated calls. Primary responsibilities include identifying and resolving product problems, providing validated technical information and support process instructions to the company’s customer base as well as using remote tools to diagnose and analyze the product failures for the customer in a timely fashion. I am also required as an Optimizer (EMC software) subject matter expert to be a point of escalation for my colleagues with ongoing technical issues in my subject area in the lab during my shift. For example, these include joining customer con-calls to explain technical issues and resolutions and also assisting with the recovery of more complex issues.

Base support is performed via phone, online tickets and email in a call center environment. As a CST, I performed customer support for Network and Data Administrators, providing front line customer support for any technical issues and account management issues. Support includes creating a service request using the Oracle Database, diagnosing and clarifying the initial issue. The service request is routed to the proper support technicians, along with engaging any appropriate field resources. Updates, escalations and additional resources are provided to accommodate our customers ever changing requirements.

American History (United States)

American History (United States)