Solutions-driven and technically inclined professional, with extensive experience in all aspects of troubleshooting and enterprise technical support; complemented with proven expertise in software development and system administration.
Expert at redefining application to improve overall business operations and developing technical solutions for optimum client satisfaction. Equipped with exceptional interpersonal, teamwork, and communication skills, effective at building rapport with all levels of the organization.
Exemplified technical expertise in utilizing NetApp ONTAP and Encryption.
Identified and addressed escalated problems from the support center.
Facilitated training for the support center on Network File System (NFS) and Common Internet File System (CIFS) storage protocols, ONTAP administration, fiber channel troubleshooting, TCP/IP packet tracing, RAID recovery, and performance optimization.
Provided guidance to the Escalation Team in offering feedback to customers, engineering personnel, and management on issues with NetApp escalation engineers.
Rendered assistance to engineering staff with supportability issues and prioritization of OS enhancements.
Established in-house training for new employees focused on NFS troubleshooting, CIFS administration, and data recovery to develop their skills.