Senior Technical Support Engineer
VMware
Total des années d'expérience :16 years, 10 Mois
VMware infrastructure technical support focused on storage related diagnostics, troubleshooting and best practices implementation.
Responsibilities:
o Respond to customer inquiries, primarily via email and telephone
o Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
o Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
o Document all technical inquiries; develop and review content for knowledge base
o Provide training or assistance to junior staff
o Participate in testing alpha and beta products
o Support for infrastructure related issues including Site Recovery Manager and VSAN
12/2012 - To date CEEMEA Regional Warranty Owner
IBM Croatia Ltd.
Leading the IBM warranty program in Central and Eastern Europe, Middle East and Africa. I am responsible for leading the change and improvement of country warranty operations, managing the product and financial performance and implementing service provider programs. This includes managing 26 local country warranty owners to ensure that each of the countries is performing the same tasks on their local level.
08/2010 - 12/2012 CEEMEA VFE Midrange Storage Support Engineer
IBM Croatia Ltd.
I have worked as a virtual front-end engineer dealing with storage cases from all CEE & MEA region countries. My responsibilities included diagnostic of storage related problems and providing well defined and precise action plans with continued support to local customer engineers working on a problem. I have also shared knowledge between team members and educated local team on correct procedures and advanced troubleshooting techniques.
04/2011 - 12/2012 Midrange Storage L2 Support Engineer
IBM Croatia Ltd.
I have worked for Level 2 midrange storage support team where I dealt with complex storage problems from all EMEA region countries on a regular basis. I was performing diagnostics of storage and server related problems and provided well defined and precise action plans with continued support to front end engineers working on a problem. I have also provided root cause analysis of storage related problems to prevent the issues in the future.
07/2007 - 04/2011 System Services Representative
IBM Croatia Ltd.
I have provided local systems support for all IBM customers. Focus was on System p and networking. My activities included system and network implementation and problem resolution.
IBM DS Series Storage, Storwize V7000, Netapp, Brocade SAN, System P, System X, Cisco Networking, Cloud, AIX, Linux, Windows, VMware, Virtualization, Business Development, Team Leadership, Program Management, Product Management
Excellent communication skills honed through experience with customers while resolving their technical issues
Proactive approach to resolving issues and everyday tasks through analytic and deductive reasoning
Thinking outside the box and ability to view different angles and perspectives of the problem
Communicative and outgoing
Fast learning through self-study and experience and adapting to change
Leading by example