David Jones

Experience

1. Technical Support Engineer Iii

   NetApp

   Jan 2013 — Present · Raleigh-Durham, NC, US

   Providing infrastructure support with emphasis on Microsoft Operating Systems and VMware Hypervisor in enterprise environments.• Researching customer issues in a timely manner and following up directly with the customer with recommendations and action plans.• Leveraging internal technical expertise, knowledge base, and other internal tools, to provide the most effective solutions to customer issues• Collaborate with other Technical Support Engineers who may need assistance working a case; utilizing my area of expertise to help them in order to most quickly facilitate solutions for the customer.• Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.• The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Microsoft SharePoint) with NetApp storage systems and solutions -Server, and Desktop Virtualization Solutions.• Providing support for VMware ESX administration 5.5 thru 6.7; • Network protocols and topology; Windows NAS/SAN – iSCSI; FC/FCoE; CIFS• Responsible for diagnosing, reproducing, and fixing software issues customer experience with NetApp software.• Troubleshooting NetApp backup and recovery software on Microsoft EcoSystem system to assist customers with problem isolation and resolution• Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)• Strong written, verbal, interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.• Ability to follow standard engineering principles and practices- Creative approach to problem solving.

Skills

• Microsoft Office
• Program Management
• Active Directory
• Microsoft Sql Server
• Troubleshooting
• Recruiting
• Technical Recruiting
• Servers
• Team Building
• Customer Service
• Sdlc
• Vendor Management
• Applicant Tracking Systems
• Windows Server
• Public Speaking
• Management
• Leadership