-Performed installations and configuration of Atlantis software to create Hyper-Converged environments-Remote troubleshooting of production installations using customer approved system access-Replicate customer environments to simulate reported problems and create KB articles for problems or solutions found.-Managed escalated cases reporting progress to involved internal and external groups-Created and Troubleshoot devices in virtual environments (Vmware ESXi, Citrix Xenserver, Linux)-Casualty of mass layoff in June 2016

-Focused on increasing customer satisfaction and loyalty by insuring proper handling of complex customer issues-Drove weekly escalation meeting providing focus on urgent customer bugs-Handled technical interactions between internal and external contacts to drive the technical resolution.-Managed fly to site engineers which are made available for political or customer satisfaction cases-Collaborated with Engineering to close interoperability and serviceability gaps within the BRS product portfolio-Worked with Engineering and Support to develop Root Cause Analysis (RCA) reports when required-Helped define and document Escalation management (Technical Resolution Management) processes-Offered new position (pulled) at Atlantis Computing by the VP of Support

-Supported field and sales engineers with troubleshooting functional and performance problems-Created action plans, Knowledge Base (KB) articles, and Jira bugs for problems found.-Performance tuning using IOmeter, iostat and WireShark-Troubleshot SAN, NFS, CIFS, NDMP, VTL, RAID, and Backup environment for connectivity and performance issues-Verified support-ability of existing or new installations with a focus on drivers, patch revision and hardware-Offered new position (pulled) at EMC/Data domain by the Escalations Director

-Managed escalated support cases and bugs for SAN connected disk and Backup devices tape devices.-Hosted weekly meetings with partner company (Dot Hill) to discuss pending escalations and unsolved bugs -Reproduced customer bugs and created solutions. Created knowledge base articles (KB) for findings.-Created training materials and trained new and existing support engineers.-Focused on Veritas Volume Manager, Solstice DiskSuite, Veritas NetBackup, EMC (Legato) Networker, Solstice