Walid Bittar Email and Phone Number

• Technical coach, mentor, and escalation point for the NALA Midrange performance team• Create, edit, and approve Knowledge base articles • Sharing technical knowledge and relevant issues globally with the performance team• Create and maintain training modules, troubleshooting skills for performance team• Assist team members with escalated issues and join call sessions as needed to provide support as senior resource• Complete SME SR reviews of performance team backlog, focusing on aging SR’s to ensure proper technical resolution and customer satisfaction • Develop and maintain relationships with engineering team to resolve complex customer issues• Monitor ongoing engineering escalations, updating as necessary to ensure timely progress is made• Positive contributor and development of tools to enhance serviceability• Member of the lab team ensuring the performance lab infrastructure is utilized effectively and efficiently• Member of the Midrange PowerStore SME Team responsible for the pre-launch testing and technical training for future TSE• Member of the Virtual Wisdom Team responsible for deploying, configuring, and troubleshooting any network issue related to Fibre Channel

Unified Storage Division - Performance Engineer

• Reviews technical solution articles for accuracy and completeness, and give feedback to the authors• Leads conference calls with customers, knows their audience and articulate accordingly• Interfaces directly with customers at different stages of problem resolution process• Communicating plans for resolution, explaining developments, and conveying resolution• Assesses when it is necessary to engage or escalate complex issues to senior resources• Manages own schedule of cases, which includes determining priority levels and setting expectations with customers• Mentors and/or coaches less experienced TSEs to help develop and participate in presentations• Applies systems analysis techniques and procedures to determine hardware or software systems functionality • Applies technical knowledge to analyze and use highly technical troubleshooting tools to diagnose and resolve issues in unique and often complex customer environments• Determines which tool(s) to use to resolve issues • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment • Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

• Provide remote support for all Midrange Storage arrays and attached devices and systems• Troubleshooting and diagnosing technical performance problems through in-depth analysis of configurations and performance logs• Assist with initial configurations and performance• Work directly with the customer to resolve performance issues• Troubleshooting iSCSI, Fibre Channel, NFS, and CIFS connection protocols• Work with hardware/software support to diagnose array connectivity and performance issues• Creating detailed performance reports with graphs, charts, conclusion and suggested recommendations• Creating action plans for the Professional Services (PS) and to the Field team to execute• Collaborating with technical support engineers from various EMC teams for problem resolutions• Effective and efficient commination with customers and EMC personnel• Provide level 1 phone support for all VNX arrays, software and attached devices and systems