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Lead customer support engineer for Plexxi (now and HPE company).Hyperconverged Networks for data centersComposable Cloud and FabricSupporting customers - level 1 to level 4.Creating Python scripts to assist debug and data parsingPacket and Network AnalysisDeploying virtual environments (vms and docker containers)Testing the latest software dropsCreation of customer facing documentation (HOWTO guides and procedures)Point for EMEA and ASIAPAC partner installs, customer interface.Troubleshooting - System and ComponentTechnical training Project ManagementIssue triaging and escalationIssue reproduction, root cause, retest, and closureShared screen session with Customers to guide and troubleshoot liveMeet response SLAs

Managing a team of twelve engineers across two locations (Belfast and San Francisco) to test HPE 3PAR StoreServ, which is a clustered architecture. The feature (Remote Copy), tested and qualified by my team and myself is a complex distributed application across nodes and arrays which enabled cloud deployments. Planning major releases, maintenance updates, patch delivery (3 day turnaround), customer escalations, quite often all becoming parallel activities with competing resources. Quarterly budgets. Continually striving to close gaps and remove waste by working with our partners to review and develop test-cases. Training partner teams. Reducing defect backlog. Spinning up interoperability and customer focused testing strategies. Measuring metrics to identify regressions quickly, and to show code improvement or coverage. Proactive technical leadership. Empowering, developing, coaching and mentoring team members to reach their goals. Weekly program meetings with external partners, product management, architects, solutions team and development. Bi-weekly reporting to Directors and VP. Managing peopleManaging budgetsProject planning and management of daily tasksDelivery of software quality through planning and developing people

3PAR.. now an HP companyTech lead testing of Data Replication and Recovery storage product utilising IP and FC networks. Both manual and automation test execution and development. Test strategy and Test-plans, reviews, customer documentation creation. Issue tracking, root cause identification, customer defect reproduction working closely with development to provide and test solutions. Full circle root cause analysis to prevent further defect escapes. Mentored new hires as team grew from 3 to 10 engineers. Created “How to” twiki. Engagement on customer escalations and onsite support. Promoted to manager.

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Senior support in Citi. CreditLead engineer. Supported “Middle office” and traders in a shift pattern over the working day 7am to 8pm plus on call evening and weekends rota. Performed full system health-checks at the start and end of the day. Support end users on a number of financial applications. Continual monitoring, issue identification, defect workaround implementation, solution deployment. Engagement and co-ordination with multiple technical teams across the globe.

Provided 24x7 support to our global customers, resellers and middleware partners, on an IPTV multicast solution built on Linux and SQL. Deployed beta releases at customer site. Roll out of latest product release. Testing back-outs and upgrades. Formalising disaster recovery plans. Logged, tracked and characterised faults. Chaired weekly bug scrubs. Created customer documentation.

Worked with a team of HW and SW engineers testing and trialing Tyre Pressure Monitoring Sensors. Designing test scenarios to ensure the RF transmitters and receivers were tested thoroughly. Quick turnaround of prototype units, working in a semi-agile structured environment.

Provided worldwide customer support on a range of electricity industry recording equipment. Liaised with internal and external customers. Triage customer issues through log gathering and reproduction. Onsite installation, and acceptance testing and fault diagnosis.

Provided technical support, fault diagnosis and solution/recovery for global customer telecoms on SDH, PDH, Voice Networks, and associated management platforms and data networks (24x7). Onsite customer acceptance testing. Log, track and prioritise issues. Team-leader to 4 engineers. Knowledge gain by onsite integration (Berne & Ottawa) for 3 months+. Supporting our support teams. Setup and simulate customer issues in the lab to root cause and identify fix.