Stephon Ryles Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham, North Carolina Area

Responsible for routine maintenance, and data analysis on DELL Storage Servers. Point of contact for data recovery and software updates on storage devices Provide documented root cause analysis to clients in efforts to eliminate descrepency on storage serversProvides consultation on initial Storage Area Network Environment setup and tools that maximize products potential

• Provide technical support expertise for an all flash storage array with other EMC² products and systems as well as non-EMC² computer systems being operated by customers.• Apply technical support expertise to customer service requests that may be received through automated dial-homes, voice initiated technical calls from customers, partners, remote maintenance calls, internal and field EMC² employees, chat and web support calls.• Monitor and respond to alerts for storage and server technologies from uploading log files for analysis.• Work closely with peers and internal subject matter experts to increase knowledge and resolve customer issues. • Analyzing system logging, research and deep dive to identify the source of customer problem.• Document each step and interaction of any issues or with customer to update the process while moving toward closure.• Use trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.• Ability to manage high work volume, multitask several critical issues simultaneously.• Manage customer service requests and incidents in multiple customer relationship management systems.