Richard Warmack Email and Phone Number

As a Cloud Support Associates (CSA), I provided customers the support they need to be successful on the AWS platform. CSA supports a wide range of technology platforms across several countries. The CSA position generally interacts directly with the customer/user where the product is highly technical or sophisticated.I have a deep level of understanding of systems, networking and AWS services that allows me to troubleshoot more complex issues, and drive projects that improve support-related… Show more As a Cloud Support Associates (CSA), I provided customers the support they need to be successful on the AWS platform. CSA supports a wide range of technology platforms across several countries. The CSA position generally interacts directly with the customer/user where the product is highly technical or sophisticated.I have a deep level of understanding of systems, networking and AWS services that allows me to troubleshoot more complex issues, and drive projects that improve support-related processes and ultimately our customers’ technical support experience. I also write tutorials, how-to videos, and other technical articles to help train colleagues and help customers gain a deeper understanding of our services to help optimize their use. Cloud Support Associates are also expected to work on critical, highly complex customer problems that may span multiple AWS services. Show less

• Performed necessary hardware and peripheral repairs. This includes, but is not limited to, identifying the problem and determining the most efficient and cost effective way to resolve the problem, keeping customer downtime to a minimum• Installed, tests, and configured network and data communication equipment such as switches, routers, firewalls, VPN devices, etc. • Installed, tested, and supported Network Operating Systems (NOS) and their applications.• Installed and tested… Show more • Performed necessary hardware and peripheral repairs. This includes, but is not limited to, identifying the problem and determining the most efficient and cost effective way to resolve the problem, keeping customer downtime to a minimum• Installed, tests, and configured network and data communication equipment such as switches, routers, firewalls, VPN devices, etc. • Installed, tested, and supported Network Operating Systems (NOS) and their applications.• Installed and tested system hardware at customer site. This includes, but is not limited to, setting up the hardware, testing the hardware to make sure it is working, identifying system hardware problems and following any special instructions. • Completed all required documentation involved in a service call to ensure accurate billing, and timely return of defective products/parts, with respect to warranty or contract. This includes completion of required vendor paperwork, preparing defective product or parts for return to vendor, and promptly returning defective products/parts and paperwork according to policies and procedures • Identified system hardware problems, determine the most efficient, and cost effective way of resolving the problem.• Performed necessary hardware and peripheral repair, keeping client downtime to a minimum. Identified defective parts and order replacement parts utilizing vendor-supplied tools such as web sites, phone support, etc.• Understand current depot programs such as Hot Swap and AR3D; participate as needed• Provided telephone support for a geographically dispersed user community using a combination of desktop remote control products• Resolved software configuration problems and diagnose hardware problems at the workstation level. • Installed support structures and pathways (J-hooks, support rings, cable slings and cable tray / ladder rack, conduit and raceway). • Termination of workstation outlets, patch panels, 110 and 66 blocks. Show less