Michael Wegener Email & Phone Number

Plano, Texas, United States

We bring standard methodologies and strategic technical guidance out to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better. We help fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. Our team tackles organizations’ most challenging problems, including the ones they didn't know existed. Day-to-day includes:-Strategic Case-based delivery for On-Demand which includes providing customers high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for area of discipline-Daily focus on assigned On-Demand requests that are submitted to ensure satisfactory completion-Partner with appropriate internal resources and customer facing teams, to actively manage customers and their respective needs and drive continued use of the On-Demand service-Execution of practice key performance indicators and contributions

Plano, Tx

Provide support to premium customers which entails:- Shortened SLA times for response/resolution- Weekly meetings with select customers to review account status and open cases- Work closely with technical support account managers to manage cases and issues premium accounts are having- Follow customized process and maintenance windows to perform work/tasks in customer's environments- Provide more proactive help/recommendations for customers with added depth of knowledge of premium customer's environments and data sources.

Plano, Tx

Manager of local and remote individual contributorsGrew team to 9 membersWorked with recruiters and internal hiring team to hire and convert contractors to full time team membersWorked with individual contributors to learn Splunk and grow knowledge in troubleshooting the softwareSet up recurring meetings with team to discuss new goals and directions of support and to work on individual goals for continued growthHandled escalated cases from customers that needed more attention or required more input from other internal teams.Attended leadership classes to learn how to more effectively manage people, including different techniques to tie tasks to the correct team members, conflict resolution, and using feedback as a tool to make the team more performant/make myself a better manager.Handled emergency issues when the need arose during issues affecting multiple customer environments.

Answer phone calls for customer supportProvide first level case triage with customers calling in for phone supportTake cases from designated queues in regards to customer cases and provide technical support.Attended training for providing a better customer support relationship.Worked on projects with other members to better the Splunk software and provide better troubleshooting tools for customers to use.Attended Users Conferences and met customers face to face to answer questions and provide better understanding of the product.

Updated software and configured inputs for implementation of SplunkUsed Splunk to collect various log data and present log information in reports and graphs to be interpreted for analysis and securityPerformed first-level analytics with added analysis viewsProvided documentation for implementation of Splunk and its componentsAttended seminars across the lab concerning many fields, including Future of Internet Security, Cyber Certainty and Cyber Security Situational AwarenessAttended Workshop on the Law, Policy and Technology Realities of Cyber SecurityMet weekly with mentors to discuss and analyze progressParticipated in a Poster Symposium which included creating a poster of the progress made during the internship and explaining it to fellow workers

Assisted students with computer questionsMaintained and corrected computers in labs and applied updates as neededAssisted front desk with answering the phone, maintaining the general facility, and organizing folders for individual teachers and events