Intelliflash bought by Tintri/DDN. Accepted position to continue supporting Intelliflash Storage Array, and joined the Advanced support group (L2 Support) for Intelliflash.Responsibilities: Technical Support for the Intelliflash storage array, working with customers via phone, email, WebEx/Zoom to troubleshoot customer reported issues. Verifying hardware failures, bugs, or configuration issues and helping to resolve those issues. Working with account team for technical and non-technical issues to get the customer the answers they need. Working with Engineering team by reporting bugs and providing all relevant information and communicating answers back to customer.• Joined the Advanced Support Team on 11/12/2019, taking on escalated issues that needed additional research, doublechecking technical supports findings and verifying if engineering ticket is needed.• Work with government dark sites that need US citizen to work through issues from setting up new arrays, to troubleshooting problems encountered, without the ability of having eyes on the logs or the storage array.• Create knowledge base articles in an effort to keep rediscovery of newly discovered issues or processes to a minimum.• Collect data for ongoing hardware analysis, to further improve product in future releases of firmware and/or operating system updates.• Help with training in weekly interlock call with support team, to make sure knowledge is passed along to entire team.

• Transferred to Tegile Support team, to troubleshoot customer reported issues, verify bugs or failures.• Products supported: Intelliflash Storage arrays / Using Open Solaris.• Work with customer via phone, email and WebEx on a number of issues from configuration to hardware failures.• Certificate: Tegile Certified Implementation Engineer.• Collaborate with field engineers on site to troubleshoot and replace hardware.• Collaborate with sustaining engineering on customer specific issues helping verify bugs and fixes.• Collaborate with account team to seek technical and non-technical resolutions for customers.

Responsibilities: Level 2 Enterprise Support for Fusion-io, SanDisk, and HGST products including ioDrive, ioDrive2, SX300/350, PX600, FlashMAX II/III and HGST Ultrastar SN150; JBODs/JBOFs including 4U60 and InfiniFlash 100/150; Cache solutions including ioVDI, ioTurbine Direct/Virtual and FlashSoft; Network storage solutions including ioN Accelerator and G-Rack 12; Object storage systems including Active Archive 4.x and Active Scale 5.x. On multiple platforms including ESXi 5.x, 6.x, Linux (Red Hat, CentOS, Ubuntu, etc) and Windows 2008 R2, 20012 R2. To troubleshoot customer reported issues, verify bugs in driver/firmware, verify hardware failures and if needed work with Level 3 support on escalated issues. Work with customer via email, phone/WebEx, verify customer has an active support contract and process RMA if hardware needs to be repaired/replaced.• Worked in lab to set up two virtual Active Archive 4.1 and G-Rack 12 systems to allow L2 the ability to get hands-on experience.
 • Joined Level 3 team 9/1/2017 - Becoming L3 Lead on the G-Rack 12 Product. Duties include train L2, document in internal knowledge base with workarounds/known issues/case studies/lab access and activities, and work with engineering/development on escalated issues, enhancement request, and bugs.• Worked directly with VIP G-Rack 12 customers on critical issues.• Developed new hire training to introduce, and deliver basic knowledge on G-Rack 12.• Developed health check script for the G-Rack 12, to collect additional information about the current state of the system.

Responsibilities: Level 2 support for Oracle CRM OnDemand:Answers (Analytics tool of CRM OnDemand). Analyzing SQL Query from Oracle 10g and 11g databases, diagnosed customer reported issues. Worked with test accounts to reproduce issues to either come up with an answer or provide that reproduction to engineering so they could get to review the issue. Worked with customers via email, phone/WebEx.• Became Team Leader for CRM On Demand Analytics Support Team in 2009.• Wrote a number of technical internal articles to help identify known issues, performance troubleshooting, best practices.• Prepared and delivered 3 levels of training for internal support team (introduction, common issues, performance).• Prepared and delivered training for our customers (common issues (60 minute presentation)).• Worked with management/executive management to design and maintain reports to help support the business.• Helped engineering collect data on top accounts top issues.• Converted over 400 reports from Oracle 10g to Oracle 11g OBI.

Responsibilities: Network administration; web page design; and database design, maintenance, training, and programming for a $12 million international shipping company. Direct responsibility for network communications, file servers, print servers, internet connectivity, and LAN functions. Additional responsibilities included design and function of multiple company websites and corresponding internet functions.• Conduct management training and provided ongoing technical support for entire company software.• Maintained Network for the following functions:- Linux Servers, Dynamic Name Server, DHCP Server, NIS Server, Samba Server, Apache/PHP/MySQL Database Server, and email servers.- Off and on-site backups- Avaya Phone System • Designed, recommended, and implemented computer networking solutions.

Responsibilities included research, recommendations, design and implementation of computer networking solutions for small to medium-sized businesses and public customers. Also installed hardware and software, including operating systems, for numerous companies and customers.• Designed personal and business websites.• Consulted and troubleshot any and all types of computer issues.

Responsibilities included support for all company products among multiple operating systems, including: Linux, MS DOS, Windows, and OS/2.• Prepared and presented technical information on PCMCIA modems.• Tested, certified, and quality assured new products prior to their launch.