Senior Technical Support Engineer | Rubrik  (2018 - Present)

- Provide award winning customer service to Rubrik customers worldwide. Supporting Rubrik CDM appliance and Polaris SaaS platform..

- EMEA Tech Lead for Cloud technologies (AWS / Azure) and Rubrik's cloud components, e.g archival and cloud based DR.

- Troubleshoot and resolve customer issues involving rubrik interactions with various technologies including AWS, Azure, VMware, SQL, Linux, Windows etc.

- Handle customer escalations and work closely with development team.

- Add additional knowledge in the form of knowledge base tech notes and articles based on worked issues.

- Received several perfect Customer Satisfaction surveys.

Senior Technical Analyst | Dell EMC  (2017-2018)

- Promoted from previous Technical Support Engineer role to Senior Technical Analyst.

- Mentor new hires (GSAP) and get them up to speed on understanding the product and procedures inside Dell EMC.

- EMEA Coach, providing assistance to colleagues on advanced technical issues.

- Reviewing backlog (20+ days old) cases and giving accurate recommendations towards resolution.

Technical Support Engineer | Dell EMC  (2015-2017)

- Take ownership of customer issues reported and see problems through to resolution.

- Resolved critical Data Unavailability (DU) cases for large enterprise customers and escalated others to the recovery team.

- Troubleshooting numerous technical areas under Isilon SMB, NFS, Hardware, File Systems, etc. (Specialized in NFS and Networking).

- Progressed from the medium to the highest mark on performance reviews prior to promotion to Senior Technical Analyst.