Will Crocker Email & Phone Number

Raleigh, North Carolina, United States

Ensure our customers' success by driving growth and adoption of Cohesity technology in their environments. Glean strategic insights that will serve to improve our products and services to ensure we are delivering optimal value to our customers.

Raleigh-Durham, North Carolina Area

Work with Cohesity customers to provide resolution to technical issues that they may encounter. Investigate and troubleshoot technical issues, record customer interactions, troubleshooting, and the resolution of issues. Work closely with Cohesity engineering and account management teams to develop customer facing solutions for future incidents, including KB articles and documentation.

Raleigh-Durham, North Carolina Area

Troubleshoot, debug and diagnose customer issues encountered in the field. Improved serviceability of the product by testing new features and developing tools to scale field deployment and auto-support infrastructure. Provide analysis of our existing customer base to avoid and minimize risks in the field. Define and drive changes to our product with our development engineering team based on feedback from customers and field implementations. Work with technology partners (VMware, Citrix, Microsoft etc.) to resolve issues and push improvements in our ecosystem. Develop and contribute to internal and external knowledge base.

Network maintenance for Infantry battalion. Setup and troubleshooting of VOIP phone system and individual workstations, staffed help desk and provided end user support, and assisted other personnel in the communications section.

Member of DPS integrated team, a specialized team who focuses on Avamar/Data Domain integrated systems. Daily functions include troubleshooting, diagnosing, and resolving technical issues in complex customer environments. Troubleshoot issues related to backup performance/configuration, replication performance/ configuration, capacity/retention, compatibility between devices, maintenance issues and more. Collaborate with TSEs from other products, specifically DataDomain, DPA, and Networker on cases involving multiple devices. Responsible for sharing all acquired knowledge concerning problem resolution with field and other departments as appropriate. Monitors and tracks all software service calls, provides call status updates at regular intervals and communicates status to customers using Salesforce’s Service 360 platform.

Provided network support for various companies. Assisted end users with issues involving computers, printers, and phones. Setup network infrastructure for customers including running network cables, terminating connections, setup of wireless access points, and setup of wireless bridges. Consulted with customers on purchase of new equipment, and assisted with initial setup of individual workstations. Provided software and hardware support for customer experiencing issues.

Managed daily operations of Orthopedic and Urology practices. Worked with physicians, midlevel providers and employees to improve office workflow which enabled better patient experiences and increased number of patients seen in office. Completed performance reviews of employees. Worked with upper level management to provide information to providers informing them of performance indicators.

Bachelor Of Science (B.S.), Health Services Management

Activities and Societies: Campus Christian Fellowship, North Carolina Army National Guard

Bachelor Of Science (B.S.), Health Services Management