Rick Stephens Email & Phone Number

Abingdon

Global Escalations Support (GES) are responsible for handling the major Support escalations throughout the company. As well as being the back-line for all Support case escalations, we contribute to, endorse and assist with the roll-out of new product releases.The GES Linux team are responsible for the final level of support of Sophos Linux Protection and the legacy protection for Linux server products. This includes the reproduction and investigation of complex issues and working with the software Developers to identify resolutions.The GES Labs team is responsible for all escalated malware and detection cases where the covert world of Sophos Labs are needed.

Abingdon

Bracknell

Provide Brocade's Key Premier Customers and Partners with additional technical support on site or as needed. Proactively working with customer to plan, document and implement infrastructure changes and upgrades. Working alongside L2 and L3 Support Engineers on technically and politically challenging issues. Working on the SAN product range and Brocade Certified through Administrator, Professional and Brocade Certified Fabric Designer.

Green Park, Reading

Providing the EMEA Backline support for Symantec Storage and Data Management products - Command Central, Data Insight, VOM and Storage Foundation.Responsibilities included in-depth problem analysis and management of cases escalated through complexity or profile. Working with Front Line Support and coordinating with product Engineering teams on product bugs and enhancements. • Flew to Johannesburg for a high-profile customer and worked on a number of mission critical problems. This saved a 7-figure Sales agreement with a high profile customer and preserved the excellent reputation of Symantec Support. [Received applause award]• Built up and maintained a Trusted Advisor status with a high profile UK Bank. Took ownership of and through extended problem management, analysis and resolution turned around customer perception. [Received applause award]• Flew to Munich to manage a sensitive customer situation and resolve multiple issues with regards to the scalability and heterogeneous infrastructure. This enabled the sign-off of a massive Storage Management Sales contract. [Received applause award]• For the same customer, again worked in conjunction with the Engineering development team to facilitate the necessary enhancements for a Storage Management migration. [Received applause award]

Greenpark, Reading

Technical Support Engineer (Later part of the Advanced Support Team): Managing Customer support cases within the Storage Foundation suite of products. This includes VERITAS Volume Manager, VERITAS Cluster Service, Volume Replicator and VERITAS File System. Running on UNIX and Linux platforms.• Detailed log analysis, reproduction and configuration skills.• Excellent communication and case management skills throughout disaster recovery and mission critical situations. • As part of the advanced team, also responsible for assisting and developing the newer members of the Support team.

Winnersh, Reading

The Data Center provided a web hosting service to many big name internet sites Ensuring the continued running and performance of the web and back-end servers. This was purely at the OS level and required quick analysis and action 24x7 in the event of an issue. During this time I took Solaris 7 Certified Admin.

Worked as a Unix admin for an IT Department in a large Engineering company specializing in project design and implementation.

Bracknel

I was part of a team supporting the UNIX based, internal office automation software and later supporting the same for external customers.