Robert Stocker Email and Phone Number

I developed and launched a Go-To-Market strategy and an innovative billing model for the Cloud Services department driving sustainable revenue. Through targeted outreach and dynamic demos, I boosted cloud adoption by 35%, successfully converting MSP clients. I led the implementation of AWS Landing Zone Accelerator for Life Sciences, enhancing security and cutting costs. I also pioneered GCP product launches through POC demos, expanding revenue streams and market reach. Leading and working alongside a skilled team of cloud experts, we consistently delivered outstanding results. Additionally, I optimized Identity Services for AWS and GCP using AWS Single Sign-On, Google Workspace, and Okta, streamlining user management and improving operational efficiency.

I scaled the escalations team from 2 to 8 members within a year, meeting rising demand while reducing resolution times. I built and led a high-performing team, overseeing hiring, training, and mentoring in Cloud, Networking, and Okta, with a focus on SSO protocols like SAML, OIDC, and JWT. My mentorship doubled client billable hours and enhanced team efficiency. I also implemented streamlined workflows, improving response times for both consultants and clients. Additionally, I led cross-functional teams to establish technical standards, enhancing operational efficiency across the Professional Services organization.

As a TechOps Engineer, I deployed and managed secure, efficient cloud and network solutions. I implemented best-practice multi-account AWS environments for Life Science clients, reducing IT costs, enhancing security and compliance, and improving operational efficiency. I configured SAML for AWS IAM roles and AWS Identity Center ensuring seamless and secure access. Additionally, I streamlined Mimecast policies and baselines across the organization, implementing these for each client to strengthen email security. I also remediated and optimized VMware environments, ensuring appropriate configurations for fault tolerance and high availability, allowing clients to maintain robust and reliable systems. Through thorough audit analyses, I mitigated future risks and resolved security vulnerabilities. Moreover, I administered and maintained SSO applications in multi-tenant Okta environments, while acting as a technical lead to resolve complex issues across networks, including Palo Alto, Meraki, and FortiNet, ensuring smooth operations and client satisfaction.

I led the migration from legacy systems to AWS cloud infrastructure for networking infrastructure such as Palo Alto Firewalls and configuring Databricks for LifeScience clients. I developed and delivered training programs that increased technical proficiency for internal teams and clients, ensuring smoother project implementations. I oversaw the deployment of Hyper-Converged Infrastructure (HCI) with VxRail, significantly reducing the time required for scientific experiment analysis. Additionally, I configured Intune policies for seamless device management and managed Office 365 to enhance security, governance, and performance, supported by comprehensive technical documentation while performing monthly licensing remediation to prevent unnecessary SaaS costs, ensuring optimal resource allocation and eliminating waste

As a Level 2 Technical Support Engineer, I handled escalated cases from L1 engineers, troubleshooting complex issues to completion and ensuring timely resolutions. I worked directly with customers and filed software bugs, collaborating with development teams to resolve challenges, especially those related to software. Drawing on my expertise in private, hybrid, and public cloud architectures (AWS, Azure), I applied best practices for Zerto deployments to enhance performance and scalability in client cloud environments.In addition, I conducted in-depth log and performance analysis across customer environments, including Zerto appliances, ESXi hosts, vCenter, and SCVMM/Hyper-V logs. I consistently identified root causes, provided comprehensive analyses, and delivered event summaries with preventive measures to improve system reliability and performance. As the designated Technical Support Engineer for the long-term retention product, I worked closely with development teams to continuously optimize its performance and reliability, ensuring customers' disaster recovery solutions operated at peak efficiency.

I provided comprehensive technical support to customers of all sizes, including Fortune 500 companies, Managed Service Providers, and Cloud Service Providers, across cloud and virtualization platforms such as VMware vSphere, vCloud Director, Microsoft Hyper-V, SCVMM, Azure, and AWS. My responsibilities included resolving urgent case issues, software debugging (using Bugzilla), and product education, while also assisting with the configuration, optimization, and maintenance of enterprise-class, scalable, storage-agnostic business continuity and disaster recovery solutions.I managed virtual appliances through the Linux command line, troubleshooting sync issues and optimizing performance with tools like iperf, tcpdump, telnet, and Wireshark. I automated tasks using PowerShell for administrative functions like stopping Failover Tests and creating VPGs, and used Postman/Insomnia to troubleshoot REST APIs. In high-stress situations, such as completely down disaster recovery (DR) sites, I maintained composure and provided effective troubleshooting to resolve issues swiftly.Additionally, I created internal and customer-facing knowledge base (KB) articles to address common issues, ensuring faster resolutions. I regularly mentored new employees on the Zerto architecture, both from a site-to-site and InterCloudDisasterRecovery (ICDR) perspective, while continuously upscaling my own knowledge to stay relevant with new software releases. By collecting, parsing, and analyzing logs, I delivered faster resolutions and provided root cause analyses to improve overall system performance and customer satisfaction.

I supported over 700 users with software and hardware troubleshooting and VOIP setup, while also managing onboarding and providing AV support for conferences. In addition, I configured and deployed Windows and macOS platforms, ensuring adherence to best practices and security standards. I conducted new hire orientations, provided remedial training for end users, and managed software installations across various platforms. I administered technical support in person and remotely, performed basic maintenance, and built virtual machines (VMs) with Hyper-V for testing Group Policies and new OS/software rollouts. I maintained and tracked hardware and software inventories, set up and deployed telephone systems (traditional and VoIP), and managed mobile devices (iPhone and Android). Additionally, I provided tech support for large-scale events, including biannual 300+ person sales meetings and annual 700+ company meetings.