Robert Tindall Email & Phone Number

Palo Alto, California, Us

- Managed a team of Site Reliability Engineers and Solutions Engineers, fostering a collaborative and high-performance culture.- Developed career paths for team members and held them accountable for measurable impact.- Identified strategic areas and implemented practical, actionable solutions to enhance system reliability, performance, and customer satisfaction.- Collaborated with upstream and downstream stakeholders to develop requirements and deliver end-to-end solutions.- Measured and improved the efficiency and effectiveness of existing processes, and developed standards for scalable, reliable, and secure deployments.- Built and fostered relationships across various business units to ensure alignment and support for SRE and Solutions Engineering initiatives.- Identified trade-offs to optimize time-to-release, clearly communicating goals, roles, responsibilities, and desired outcomes to internal stakeholders from a customer perspective.- Demonstrated an ability to structure the team for optimal execution, attracting top-tier talent and filling gaps quickly to accommodate growth.- Developed strong relationships, gained consensus, removed roadblocks, and focused on solutions that benefit both the business unit and customers.- Solved service-impacting problems within a cross-functional environment, ensuring minimal downtime and disruption.- Inspired the team to communicate program plans, status, risks, and mitigation strategies to key stakeholders.- Partnered with organizational leadership to support critical administrative processes, including hiring, budgeting, and onboarding.- Mentored the team to create, maintain, and execute against a long-term program roadmap, ensuring continuous maturation of the Incident Management Program.

Palo Alto, Ca, Us

Palo Alto, Ca, Us

Development of team career paths as well as holding them accountable for measurable impactIdentify strategic areas and implement practical and “actionable” solutionsCollaborate to develop requirements of upstream and downstream stakeholders to deliver end-to-end solutionsMeasure and improve efficiency and effectiveness of processes that are working well and build the next level of improvements, develop/implement standards for deployments at scale, reliability, security, and scalabilityBuild and foster relationships across business unitsIdentify tradeoffs to optimize time-to-release, clearly communicate goals, roles, responsibilities, and desired outcomes to internal cross-functional stakeholders from customer perspectiveDemonstrate an ability to structure a team and optimize it for execution, including attracting top tier talent and filing out gaps in the existing team quickly to accommodate growthDeveloped strong relationships, gain consensus, remove tension/roadblocks, and focus on the solutions for business unit and customersSolve Service impacting problems within an cross functional environmentInspire team to communicate program plans, status, risks and mitigation strategies to key cross-functional stakeholdersPartner with org leadership to support critical team administrative processes, including hiring, budgeting, and onboardingPartner, Inspire and mentor team to create, maintain, and execute against long-term program roadmap to ensure continuous maturation of Incident Management Program

Palo Alto, Ca, Us

Build, Operationalize and Scale new Incident Management team for Tanzu Observability Build, and Operationalize Knowledge ManagementLeading global Incident team through monthly incident analysis trending and reportingDefining desirable customer centric metrics and and help drive the implementation of best practices for global support services, SVE, SRE, ESO, and Engineering teamsPrioritize & drive escalations to ensure visibility, traction, and resolution.Set expectations and drive relief and resolution through effective communication.Monitor customer issues to determine when escalation and enhanced focus is needed to contain customer frustration.Provide regular regional status updates for all escalated Service Requests.Coordinate resources across Support, R&D, Product, Partners, and other organizations to drive efficient resolution of customer escalations.Collaborate with the Global Escalation Management organization and other organizations to ensure process alignment and best practice refinement.Create and maintain lines of communication with field teams (SE, Sales, and TAMs).Post Mortem reviews, trends and analysis

Palo Alto, Ca, Us

Customer Value Realization Primary responsibility for understanding customer’s roadmap and use cases, becoming a trusted technical advisor to assist them with observability (Distributed Tracing, Histogram, Logs and Metrics) and help customers to maximize value with Wavefront Manage and be responsible for Wavefront customers and serve as the first line of contact, post-sales for creating and executing a technical success plan for the customer increasing Wavefront adoption Proactively identify risks to the customer achieving their stated business and technical goals and work with the Wavefront team to build and implement a risk mitigation plan Internal Customer Champion and Advocate Ensure customer needs and challenges are communicated and understood by internal functional teams Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders Health Monitoring Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any adoption blockers Technically resolve and manage escalated issues related to your assigned accounts Create individual customer health scores and proactively take actions for customers below threshold health score Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions Conduct periodic touch-points to measure customer satisfaction and product deployment levels Adoption and Customer Retention Work with customers and help customer with faster adoption of Wavefront Share customer feedback with BUs and Wavefront R&D for product development. Help gather case studies and identify customer references Proactively review customer consumption to help customers optimize their investment and grow Wavefront business Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients

Santa Clara, California, Us

Logistically Key US Founding Technical Engineer building US Based Team for FEDRAMP requirement Customers as well as Premier Global Customers delivering impassioned Customer Centric results. Driving AGILE pipeline initiatives through Pre-Sales, POC and Post sales level review, implementation, support and education. Working Collaboratively with all facets of the business, Sales, Customer Success, Professional Services, Support, Product Management, and Engineering.Drove NPI & CES score up 10 points through case management.Slashed case volume by 18% through new KB process and global training.Sr. VP level escalations management & customer de-escalationReduced Knowledge Base Mean Time To Publish from 64 days to 7 days within 1.5 QuartersOrchestrated Product Training Videos for Internal and External Customers and mentoring of Junior team membersWorked with Product Management, and Engineering team for defect reports, troubleshooting, and feature requestFacilitated communications and expectations to customers,partners,field teams, Customer success, Sales ensuring excellent customer satisfactionWork directly at Director & VP level on products and escalations management, initiating improvements and case management. Identify, manage and record escalation trends and collaborate with BU/Development organizations on product defects and trends.Decreased MTTR 25% via case auditing increased KB linking by 50%.Prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure Review and identify the root cause for all escalated service requests and use this information to improve continuously within service delivery teams.Interact with GSS to ensure apt resources have been allocated and PR’s are being actively handled, followed up on with timely and effective communications to customers and upper management

Palo Alto, Ca, Us

Technical Support/DevOps Engineer II - EPG - PKS/KubernetesCompany Name VMwareDates Employed Jan 2018 – Present Employment Duration7 mosLocationBroomfield, Colorado• Experience dealing with various global customers/partners, maintaining and establishing relationship with them while keeping them up to date with all relevant open issues and on-going projects• Able to handle escalations with demanding customers at a technical and management level• Proficient in Linux operating system and its administration• Understanding of IaaS/Cloud Infrastructure (e.g., vSphere, OpenStack, AWS, etc.)• Familiarity with VMware Network Virtualization (NSX)• Understanding of SSL certificates and SSL keys and using certificate tools likeOpenSSL to validate and troubleshoot SSL related issues• In-depth understanding of L2/L3 networking protocols including switchingtechnologies, routing, sub-netting, DNS, ARP, DHCP, VLAN, Load Balancers,Firewalls, VPN, Tunneling protocols etc.• Proficient with container platforms like Docker Swarm, Kubernetes, Openshift etc.• Hands on experience with virtual datacenters using vCenter and ESXi (VCP or better)• Exceptional written and verbal communication skills• Experience with programing languages like Go, Java or C• Experience with scripting languages like Python, Ruby, Bash, or Perl• Knowledge of automation tools like BOSH, Apache Monit, Chef, Puppet, Saltstack,Mesos or similar technologies• Ability to perform basic analysis of java stack traces• Understanding of source code management software like GIT and Perforce• Familiarity with Cloud Foundry• Experience with CRM systems such as Salesforce.com

Palo Alto, Ca, Us

Associate Of Science - As, Network And System Administration/Administrator

Customer Success, Computer And Information Sciences And Support Services