• Manage team of 21 TSE’s & SME’s for DataDomain and Networker products.• Drive team performance goals and KPI’s to meet EMC standards.• Started EMC Networker software support group in North Carolina.• Monitor email, phone, and chat support for DataDomain and Networker.• Provide guidance to TSE’s on proper case handling and troubleshooting approach.• Screen, interview, and hire new support engineers.• Identify support issues and develop solutions to improve performance and processes.• Mentor new TSE’s and guide career paths for senior team members.• Act as escalation point for elite customers in system down situations.• Analyze staff scheduling, TSE workload analysis, and TSE performance indicators.• Great knowledge of call center procedures.• Collaborate with outside support goups to provide cross functional solutions.

• Provide elite personalized customer service as a DSE for assigned customers.• Act as an advocate for elite lever customers with engineering and outside support organizations.• Mentor TSE’s and provide guidance on current and emerging issues. • Email and phone support for Datadomain NAS/SAN devices.• Coordinate resolving bugs with engineering related to OS and hardware.• Advise customers with backup related issues with space utilization and retention policy.• Troubleshoot advanced hardware and software issues related to OS and Network.• Collaborate across products to drive customer issues to closure.• Advise customers and field engineers on installations for performance tuning guidelines.• Screen and interview new potential support engineer candidates.

Storage, Network, Hardware, and DataDomain support

Storage, Network, and Hardware support for DataDomain• Provide an escalation point for system down or data unavailable situations• Mentor TSE’s and provide guidance on current and emerging issues. • Email and phone support for Datadomain NAS/SAN devices.• Coordinate resolving bugs with engineering related to Device OS and Device hardware.• Advise customers with backup related issues with space utilization and retention policy.• Troubleshoot advanced hardware and software issues related to windows Linux and TCP/IP.• Collaborate across products to drive customer issues to closure.• Use VMWare to recreate customer issues.• Interview new potential support engineer candidates.

Storage Network and DataDomain Support

• Provide end to end support for 30+ production DEV and QA Windows 2003 IIS web server environments.• Build VMWare ESX server environments for upcoming development projects heading to production.• First point of contact for production issues during market and after hours maintenance windows. • Act as change manager for the deployment of software releases to all environments from clear case.• Coordinate all staff participation for major software updates to ensure deployment and proper testing.• Troubleshoot various windows 2003, IIS, Mainframe, networking and database issues related to Fidelity software and hardware.• Work with developers to troubleshoot code related functionality issues.• Write install documentation to distribute to offsite engineers in Boston and India

• Responsible for the support and maintenance of over 500 high transaction web, database and service servers located in NC, Germany, UK, and Australia. • Participate in 24x7 on-call shift rotation to ensure 99.9% uptime and emergency customer support.• Troubleshoot various IIS, SQL, and networking issues related to Company software and hardware on Windows 2003 platform.• Provide customer support for high visibility and high impact customer issues. • Build, evaluate, test, and configure Windows 2003 servers with VMware to be added to production and development farms.• Provide Active Directory, desktop, laptop and Blackberry support for internal personnel.• Assist developers with troubleshooting environment and permissions issues.• Provide customer support and implementation for secure online credit card payment gateways.• Use SQL to troubleshoot customer and systems issues before escalating to developers.• Document steps for troubleshooting re occurring issues for SOP’s on company Wiki.• Recreate and test errors found by QA to verify environment and code issues.