Robert Roy Email & Phone Number

Greater Pittsburgh Area

Pittsburgh, Pa

- Designed and executed performance tests for HPC and cloud storage at multiple stages of development.- Identified bottlenecks and system limitations leading to overall performance gains in the product.- Provided pre-sales testing, design, and sizing for HPC storage solutions- Delivered both remote and on-site storage tuning and debugging for Lustre, GPFS, and Seagate object storage- Provided technical training and support for a HPC and cloud storage pre-sales team- Served as an escalation point for customer performance issues on evaluation and newly deployed systems.

Greater Pittsburgh Area

- Managed the 24x7 technical support and training organization supporting over 300 global installations.- Lead the recruiting and training effort for a new call center in CA- Orchestrated the cutover from a 3rd party support model to a wholly owned call center- Authored and delivered annual performance reviews to provide direct and candid feedback to 16 direct reports- Provided technical leadership and management for two call centers and one remote technical support engineer- Developed and maintained scheduling for a three site 24x7 support staff- Collaborated with software engineering to prioritize customer found defects and release schedules.- Engaged at all stages of new product development. Marketing design, engineering design, QA testing

Greater Pittsburgh Area

- Provided phone and email based technical support for the Panasas clustered filesystem- Meticulously documented case work in a salesforce.com based ticketing system- Developed an extendable log analysis tool to quickly identify the most relevant events in a system- Developed and delivered Panasas’ global customer training courses- Reproduced customer failures on internal systems to expedite resolution- Provided technical review of end user documentation- Developed both formal and informal customer facing documentation- Served as team technical lead until promoted to manage the group- Provided “Technical Account Management” for one of Panasas’ largest customers- Provided live on site support for customers when required

- Provided technical assistance over the phone and on site to high profile customers in “network down” situations. Resolved network problems quickly and with a high degree of professionalism.- Acted as an escalation point both on and off hours to Tier 2 as well as field engineers.- Furnished technical training to both colleagues and customers.- Produced technical documentation for peers as well as customers.- Served as a interface between development and the technical support group on new products and initiatives.- Developed various CGI/CLI tools to assist the resolution of customer problems- Executed QA testing where knowledge of customer networks was critical.

- Provided technical assistance to customers over the phone.- Maintained case tracking for all assigned cases- Served as an escalation point and mentor for other TSEs in the group- Reviewed case documentation for technical accuracy as well as customer satisfaction.