Sean Maes Email and Phone Number

- Served as Lead role with Emerging Technology Services Sort Automation Team - Oversaw product tickets and coordinated resolution- Contribute product knowledge, issues, and resolution to stakeholders - Issue Resolution on robotic sort machines- Troubleshooted via system logs, queries, internal dashboards, and product knowledge - Escalation management via Product Vendors- On Call Rotation 24/7

- Troubleshooting and interacting with REST APIs.- Manage AWS Services (EC2)- Troubleshooting DNS, firewalls, and the seven layers of OSI Model.- Diagnose application issues related to Apple iOS, Android OS, MacOS, Windows 10, Web Servers (IIS & Apache).- Identify bugs within product and work with developers and dev ops to create solutions for customers - Basic Wi-Fi connectivity issues for technical on field deployments and non technical customers- Creating queries with SQL and relational database technologies- Diagnose and resolve Windows Server Administration issues.- Manage customer service requests

- Served as Product Lead for Solaris SPARC; managed products within data center, troubleshot hardware and software issues for platforms including but not limited to Oracle Linux (x86) and Solaris Unix, and collaborated with internal teams for quick resolution of customer issues.- Managed top customer accounts and enterprise accounts via superior customer service and relationship-building, leading retention enterprise contracts retained. - Served as an advocate for customer needs and resolved extremely complex, critical customer issues, assisting in global escalation to help guide enterprise and top account customers to resolution.- Communicated with corporate customers via telephone, written correspondence, and electronic service regarding finding solutions for technical problems identified in Solaris SPARC product.- Managed customer’s escalations/expectations and ensured timely delivery of high-quality resolutions on technical issues, focusing on root cause analysis and prevention.- Developed and implemented strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments. - Excelled in creating Action Plans for resolution of customer issues adapted to SLAs, increasing overall time to solution offered by 75%. - Adopted appropriate diagnostic methodology & procedures when handling and documenting technical issues in compliance with Support processes, policies & SLAs.- Collaborated on cross-team and cross-product technical issues by working with resources from backend teams including Cloud Operations, System Operations, and Deliverability & Development teams.- De-escalated customer conflicts during critical service requests and supported team members when not active on personal service requests. - Wrote technical articles on SPARC product for the Knowledge Management, oversaw global SPARC and escalations on product as product expert, and created and noted bugs to engineering.

- Served as primary contact for the Technical Support Center (TSC), providing support for critical customer needs locally and throughout western territory; on-call 24/7.- Automation Cisco Switch hardware upgrades during CDOT NetApp implementations and software upgrades through python scripting and coding- Delivered pre-sales support for planned installations and post-sales support for maintenance and troubleshooting of NetApp systems. - Provided in-the-field support and was the first to respond to critical priority break/fix needs. - Oversaw product implementation during customer critical maintenance windows.- Performed Clustered ONTAP and upgrades; Cisco and Brocade product installs for NetApp cluster network; host connection and protocol configuration; SAN and NAS networking of NetApp system installs and isolation of network troubleshooting connection. - Maintained responsibility for network and cabling SAN and NAS connectivity methodologies; storage admin of RAID group disks, aggregates and volumes; CIFS and client’s remote file sharing connectivity; and snapshot, snaps vault, and snap-mirror setup experience. - Deployed NetApp solutions developed by FAS/E-series systems and ESXi setup for NetApp clusters; shared ongoing knowledge and expertise with team members. - Created NetApp and UNIX via host setup of NFS connectivity & UNIX remote file sharing.- Connected customer systems via SSH, Telnet, FTP, NFS, DNS, DGCP, Samba, and LDAP services.- Troubleshot network issue via seven (7) layers of OSI: physical layer, data link layer, network layer, transport layer, session layer, presentation payer, application layer.- Established and maintained lines of communication with design engineering and software development on design, reliability and maintenance issues. - Documented and reported bugs to design and software engineering. - Communicated highly technical and complex concepts to customers in an easy to understand way.

- Oversaw NetApp cluster and switch setup and installation of 7mode systems, rack and stack of 7 mode systems, data migration basics for hardware refreshes and Data ONTAP health checks scripting commands.- First to respond and provide customer support for NetApp Break/Fix and maintenance; customer liaison on cases for customer SLAs.- Identified customer needs for installation through pre-install site readiness survey and agreement; manage pre-install inventory to meet customer site readiness. - Clarify project scope duties and responsibilities for team members and maintain a customer-first attitude; provide 24/7 on-call support. - Created and maintained documentation on technologies supported and conveyed SOPs to staff.- Evaluated overall systems architecture to recommend improvements. - Performed Root Cause Analysis on failing infrastructure components and implemented corrective measures.

- Design websites and innovative digital brand experiences including custom brochure websites with CMS integration (including WordPress), SEO optimization, customer marketing and/or social media assets, web style guides, and digital collateral such as emails and display ads. - Contribute to the initial conceptual and ideation process of building brands and campaigns, expand on initial digital/web designs, and create additional page layouts based off of existing templates.- Work closely with developers, content writers, and digital marketers, designers, and accounts managers to organize content for web projects.- Attend client meetings as necessary and leverage best practices and strategies to deliver results; assist in the production of meeting and presentation materials for new clients.- Utilize a command of web-based development and UI best practices to build a strong portfolio of interactive, responsive web design; develop expertise in Adobe CC, Dreamweaver, Sketch, PHP Scripting, HTML, CSS, JavaScript, jQuery.

- Support computer and printer maintenance and contribute to Sharepoint testing and design

- Transitioned into overseeing duties from Tech Specialist and performed routine computer and server maintenance; managed 200+ computers/servers and earned HIPAA certification to manage Electronic Medical Records. - Utilized a breadth of tools and technologies including Medicat EMR & EHR, Windows Server 2005 - 2008, MySQL, SQL 2005 – 2008, SolarWinds network monitor and TFTP, WordPress site install and maintenance, Java C++ Programs, TCP/IP, Adobe flex programming, and PHP scripting.- Managed student wellness websites and supported website application development. - Managed Active Directory user and groups to domains.