Professional Profile

Results-oriented Leadership Professional with extensive experience in product testing, troubleshooting, and documentation. Demonstrates, utilizes, and delivers extraordinary technical solutions to resolve corporate challenges quickly and efficiently. Accomplished leader with the unique ability to train, mentor, and motivate successful team members to outstanding performance in fast-paced environments. Effective communicator possessing excellent interpersonal skills. Highly technical with exceptional problem solving and follow through.

Relevant EXPERIENCE

Confidential,San Jose, California
Senior Technical Support Engineer Dec 2006 – Current

• Significant contributor in solving extremely complex and complicated SAN/NAS related customer issues
• Dedicated to providing the best customer experience
• Committed to completing all tasks on a daily basis
• Problem solver resolving diverse Windows and Linix/Unix client side issues
• Fosters an environment of teamwork and respect
• Demonstrates leadership by being a role model

Confidential, Sunnyvale, California
Level 3 Technical Support Engineer April 2005 – Dec 2006

• Customer advocate and thinker who delivered creative NAS related solutions to assure customer success
• Recreate customer environment scenario tests to assist Engineering and decrease time to resolution
• Technically supported and trained level 1,2, and 3 Engineers to create extraordinary customer satisfaction
• Created and reviewed external and internal documentation based on practical experience
• Utilized necessary tools to increase problem resolution efficiency
• Pursued leadership by providing input into support team processes and procedures
• Managed and delivered excellent customer experiences by providing technical direction including Windows and Linux/Unix client side troubleshooting

Confidential, Roseville, California
Senior Course Developer (Contract) March 2003 – November 2004

• Developed advanced troubleshooting courses, with hands-on lab materials, for OpenView Storage Area Manager (OVSAM) and Reference Information Storage System (RISS) products.
• Built-in knowledge and understanding pertaining to a customer’s environment and how it relates to implementation, troubleshooting, and device management perspectives to troubleshoot practical issues
• Spearheaded the effort to design and implement OVSAM certification tests
• Applied stringent style and format requirements to increase student comprehension

Technical Marketing Engineer May 2001 – October 2002

• Provided product support engineering for current SAN interconnect devices (Brocade switches, hubs/bridges)
• Bridged R&D engineering with technical support, reducing mean time to failures and downtime
• Formulated new support processes to reduce expenditures and deliver better quality customer support
• Created Product Support Plans and trained Engineers to maintain consistency across worldwide regions
• Reviewed documentation and training materials to increase accuracy and reduce support calls
• Coordinated, managed, and resolved customer support issues in a fourth-level escalation role
• Identified and resolved product service and design issues, greatly improving customer satisfaction
• Managed third-party suppliers to help negotiate contracts, FRU and warranty strategies

Confidential, Sunnyvale, California
Technical Support Engineer May 1999 – February 2001

• Resolved customer issues pertaining to NetCache proxy and NAS file servers
• Performed maintenance and repairs for Yahoo and other clients as necessary
• Successfully prioritized and managed complex customer problems simultaneously, meeting business objectives and surpassing customer expectations
• Trained and nurtured new engineers to improve employee effectiveness to improve the customer experience
• Analyzed customer network trace files to aid in resolving networking issues
• Increased support efficiencies though internal process and product improvements
• Worked effectively both independently and in teams, earning Employee and Customer Satisfaction awards

Confidential, Mountain View, California
Technical Support Engineer May 1998 – March 1999

• Identified, documented, and resolved technical issues for Network Resource Planning and application-based monitoring tools including network discovery, base lining, modeling, simulation, and usage monitoring
• Developed creative solutions so products performed correctly to meet customer expectations
• Improved product value by managing and identifying “Beta” and current product issues/customers
• Conceptualized and implemented internal technical support escalation and ticket tracking processes
• Educated customers and colleagues by authoring Knowledge Base and Release Notes website content
• Received three awards for contributions made on various products

Previous EXPERIENCE

Confidential, Santa Clara, California
Network Control Center Engineer December 1997 – March 1998

Confidential, Menlo Park, California
Technical Support Engineer December 1996 – December 1997

Confidential,. Alameda, California
Senior RMA Test Technician February 1995 – October 1996

Confidential, San Jose, California
Manufacturing Test Technician February 1990 – October 1994

Education

Completed Master-level courses in Op Amps, C++ Programming, Circuit Design, and Linear Algebra

Bachelor of Science in Electronic Engineering Technology

Certifications

• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified Administrator (MCSA)
• Microsoft Certified Professional (MCP)
• Brocade Certified Fabric Professional (BCFP)
• Xyratex Certified Systems Engineer (XCSE)