Daniele Silvi
Sr Technical Support Engineer @SAS
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WORK HISTORY
Sr Technical Support Engineer @SAS
Milano, IT
As member of the Global Midtier team I\'m working with customers, internal consultants, developers and product managers to help our customers achieve their business goals. Primarily provide expertise customer support for SAS international Customers, using email, screen-sharing technology, phone and other tools as needed.Interpret documentation and explaining error messages, suggesting the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the particular type of functionality that is requested.Routinely utilize knowledge of complex interactions between multiple SAS system components and third-party products to recommend best practices, trouble-shoot, diagnose and resolve software problems. Potentially replicating customer environments to reproduce and debug problems.Work with other Technical Support teams and R&D to:Investigate reported issues and determine strategies for responding to the customer.Enter defects for verified software problems.Coordinate with internal teams to make fixes available to the customer.Keep SAS R&D abreast of reliability and maintenance topicsProvide input on software design based on customer feedback, domain and software knowledge.Contribute as a stakeholder in the product lifecycle through gate reviews, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases.Provide both formal and informal training to Technical Support staff.Experience:midtier components and services, Apache Web Server, SSL / TLS, reverse proxy, web authentication, web application server clustering, interpreting and diagnosing Java stack traces, analyzing browser traces.SAS Viya deployment on cloud platform and Kubernetes.Resolve user questions through a combination of methodologies, independent study, investigative programming, and collaborative efforts with team members.Very good spoken and written English
EDUCATION
Università degli Studi di Perugia
Computer Science, Virtual Molecular Reality
ITCG L.Maitani Orvieto
Diploma, Geometra
SKILLS
ABOUT DANIELE SILVI
Always enthusiast and interested in new technologies I\'ve been working in SAS Institute, in the Technical Support Team based in Italy since 2007.I provide technical support for enterprise-class SAS business software applications and/or solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components and routinely leverage that knowledge to resolve SAS customer issues and influence software direction. Keywords: high relational skills, customer orientation, problem solving, troubleshooting, set expectations, coordinating/managing problem escalation activities and communications, customer support, cloud, Big Data, Containers, Kubernetes, AKS, EKS, GKE, Azure, AWS, Google Cloud, Microservices, Kustomization, Ansible, Openshift, DevOps, Git, Viya
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