SUMMARY

• Seasoned Customer Service professional combining extensive experience in SQL, LINUX / Windows systems engineering, application development, and product support with proven training/mentoring skills for both technical and nontechnical audiences.
• Skilled communicator and innovative problem solver; adept at evaluating systems / processes and at recommending solutions to improve performance and productivity.
• Talented relationship builder, proficient with existing and emerging technologies and with developing client trust and satisfaction.
• Committed to excellence and integrity; thrive in dynamic environments requiring focused decision - making.

AREAS OF EXPERTISE

• Customer Experience
• Quality Assurance
• Crisis resolution
• Team Mentoring
• Attention to detail
• Test Development / Execution
• Programming / Scripting
• Problem Solving / Critical Thinking
• Agile Methods
• Database Management
• Technical Training
• Customer Service Training

PROFESSIONAL EXPERIENCE

Confidential, Boston MA

Senior Technical Support Engineer

Responsibilities:

• Created and trained new hires in customer service training based on the Disney Institute’s book “Perfecting the Art of Customer Service”, training included best practices for effective troubleshooting.
• Strong vocal advocate for customer focus with emphasis on improving procedures and practices that prioritizes listening to the customer, addressing their current needs and anticipating their future needs.
• Catalyst for product changes that enhances the customer experience, including things like customer self-reliance, and supportability.
• Became the sole escalation to work on the Saturday night shift, addressing critical performance and availability monitoring
• Trained in HIPPA regulations safeguarding patient data
• Work as primary contact at high pressure critical systems down situations, facilitating solutions that minimized down time and restoring functionality to hospitals as quickly as possible.
• Sent on site to customers who were experiencing critical needs, addressed those critical needs increasing satisfaction from a negative to a positive reference customer.
• Became known for expertise in VMware performance and tuning (leveraging my knowledge gained at Dell)
• Known for tackling the more difficult and complex issues

Technologies used: RedHat, Sybase, VMware, CPACS, RA1000, Centricity ArchiveDeep Information Sciences, Boston MA 2015-2016

Solutions Architect

Confidential

Technologies used: Ubuntu, RedHat/CentOS, MySQL 5.5-5.7, Docker, AWS, DeepSQL

Responsibilities:

• Sole provider for customer support.
• Received unprecedented 100% customer satisfaction rating including direct emails to management about the outstanding service they received.
• Strong advocate for the customer user experience.
• Called out and addressed several customer user experience faux pas. Including a download page that presented customer with over 130 choices to download. The site was changed by a collaboration of Engineering, Marketing and Web development to provide a single file to download.
• Developed a data migration tool using shell scripting that would simplify the migration of tables from the InnoDB storage engine to the DeepSQL storage engine.
• Administrated and customized Salesforce to improve customer experience. added support workflows customized case fields created a POV object developed a formula for evaluating the technical qualifications of a proposed POV, that could be visualized at a quick glance from a POV Queue.
• Administrated the revamping of the Phone.com system.
• Added customized Support Queues that searched for available support engineers
• Added customized Sales queue that also searched for available sales representatives.
• Set up workflow from Support Voicemail direct integration to Salesforce case generation.
• Worked closely with Sales, Engineering, and Marketing to benchmark database performance using Sysbench, DBT2&3 and Deep Data Bench.

Confidential, Waltham MA

Technical Support Engineer

Responsibilities:

• Provide technical support for the Confidential copy data storage solution. Responsible for debugging and training customers in the proper use of the data virtualization. Answered support questions through email, phone and direct access through secure connect VPN connectivity.
• In my first two weeks of taking calls received perfect CSAT scores for 8 of 11 cases.
• Vocal advocate of the user experience and “The Disney Way”

Confidential, Boston, MA

Primary Escalation Engineer R&D

Responsibilities:

• Strong proponent of teaching support staff critical thinking skills, including deciphering most pressing customer issue, problem identification, evidence gathering and communication.
• Worked closely with remote development team to ensure prioritization on most pressing issues.
• Acted as an expert troubleshooter and solution facilitator for several critical customer cases, or products outside my scope of work
• Hosted weekly meetings with Development to highlight critical issues and prioritize customer sensitive issues.
• Expert in understanding virtual machine resource optimization form VMware, Hyper-V and RHEV.
• Created instructional videos demonstrating performance optimization in a virtual environment using the FVS product.
• Identified as a key contributor and rewarded with a long-term incentive program on the transition from Quest to Confidential .
• Assisted in 3 different transitions of call tracking software as the companies changed hands to support smooth transitions.
• Participated in the 2014-month long program focusing on improving customer service. Providing many ideas for consideration, with emphasis on supportability, being the subject matter experts, and providing the best possible customer service. Many ideas from Disney’s “Be Our Guest: Perfecting the art of Customer Service”

Confidential, Newton, MA

Principal Technical Support Engineer

Responsibilities:

• Vocal advocate of the user experience and “The Disney Way”, including writing a detailed manifesto with a plan establishing standards and mind set for outstanding customer service and care.
• Tackled a daunting project for the largest Sonian direct customer, writing scripts, managing AWS resources, and implementing procedures to ingest and convert over 5 TB of data within a couple of weeks. The result of this effort the customer went from being unhappy to renewing with Sonian at an increased price and becoming a reference customer to be used in marketing campaigns.
• Developing automation procedures to aid with the migration of hundreds of customers to a new implementation of the software stack, using a combination of Knife, and Linux scripting.
• Integral in establishing an outsourced front-line support team to provide 24X7 support coverage, including designing and implementing automation, call drivers, case, workflow triggers and escalation procedures to maximize the customer experience.
• Provided on the spot creative web presentations illustrating the rate of customer growth and data archiving ingestion for the board of directors.
• Providing Linux and Unix training for junior support engineers, making them more efficient and increasing productivity.
• Interviewed new candidates and advised on the building of the overall support team.

Confidential, Boston, MA

Sr. Systems Support Engineer

Responsibilities:

• Received two “On the Spot” reward letters for outstanding service.
• Mentored a Jr. Support Engineer and trained him on the complex systems quickly as to have him working in the shortest possible time.
• Wrote extensive PERL scripts to parse FIX logs to decipher business information from complex logs in order to help resolve a performance issue on the trading floor.
• Installed and configured SPLUNK to replace the parsing of the logs. Set up forwarders to feed an enterprise SPLUNK server.
• Technical Lead for the Fall Disaster Recover Test. Responsible for verifying all trading applications were the same on the fail over servers as on the production servers; developing and maintaining Microsoft Project documentation that detailed the steps involved in failing over a dozen servers with dozens of services and applications. Scheduling the post verification, and managing the schedule during the weekend procedure.
• Technical Lead for the migration of two different trading floor application from Solaris to Linux. One application involved 12 install packages; the other involved over 80 install packages. Responsible for gathering prerequisites, staging updates packages, scheduling the installation, adhering to the change management procedures, installing the package in a QA environment and an ITF (pre-Production mirrored) environment, scheduling and arranging support for post install testing, and doing the actual install itself.
• Outspoken advocate for designing software with “supportability”. Championing the idea that the support team should be an integral part of any software development, emphasizing the long term cost savings on the maintenance cost over the lifetime of the software

Confidential, Waltham, MA

Technical Support Engineer

Responsibilities:

• Became recognized with unsolicited praise from two separate customers, something that was not accomplished in two years.
• Instructed customers on best practices in the management, backup, and disaster recovery on Linux and Solaris based servers.
• Wrote server management shell scripts to help maintain system integrity and to automate system management functions.
• Managed, customized and trained entire company on Salesforce.com.

Confidential, Wellesley, Massachusetts

Senior Principal Technical Support Engineer

Responsibilities:

• Promoted to Senior Principal role from Advanced Engineer position after single-handedly providing backline / frontline support, including information distribution, patches / upgrades, and policy / procedure development, for 2 of the 3 largest database products sold: Indepth for MSSQL server and Indepth for Sybase. Perform top-level, Tier 3 support, interfacing with clients to resolve complex issues and ensuring satisfactory outcome for client. Author formal documentation, training materials, and hot fixes.
• Recognized as subject matter expert on Windows and MS SQL Server, networking, and systems and database management.
• Extensive knowledge of performance, and system management monitoring tools and metrics.
• Earned reputation for top-notch customer service skills, tackling and solving the toughest issues.
• Selected to develop and facilitate Web casts to Advanced Engineer team, focusing on increasing product knowledge and on customer support techniques.
• Consistently recommended and introduced process improvements for support team as well as concepts for product improvement.

Confidential, Malden, Massachusetts

Senior Systems Administrator

Responsibilities:

• Coordinated movement of networking devices for large-scale data center relocation. Moved 16 Solaris servers, 15 Windows servers, SAN, routers, and other networking devices with minimal downtime of less than 1 business day.
• Built testing environment to pilot application upgrades, patches, and system tools.
• Devised remote management process and instituted fail-over plan with redundant servers.
• Built and maintained high-profile several applications, such as industry's first performance analysis application for Exchange 2000, BMC’s Operational Summary Reporting (OSR) tool using PERL, as well as SQL-based tools (.vgd files) to query RDBMS data to graphically represent Exchange 2000 data for performance trend analysis.
• Lead a team of developers by establishing and meeting production deadlines, adherence to quality usability standards.