Hallett German
Technical Support Engineer 5 at Broadcom Inc.
- Role
- Senior Principal Support Engineer at Broadcom
- Location
- Williamsburg, VA, US
- LinkedIn followers
- 500 followers
About Hallett German
IT Professional with extensive experience in Network Identity/Security Infrastructure, IT…
Experience
Senior Principal Support Engineer
Nov 2018 — Present · Herndon, VA, US
Worldwide Backend case support on APM (Introscope, CEM, ASM). Includes case reviews, employee mentoring, product training. Work escalated cases on-site/in-person. Working daily to improve product, team, and offer a superior customer experience. Improve Product- Participate in Scrum team for future releases- Providing proactive input to Product Management on future directions- Working closely with Technical Documentation daily through running the APM/ASM/AXA/ADA Documentation Board, and reviewing documentation before release. Current effort includes partnering to create a more customer-friendly, real-world install/upgrade guide including checklist and a Lifexycle FAQ.Offer a Superior Customer Experience- Voice of the Engineer member- Governing Board Member for APM Product Compatibility Matrix database- Support Facilitator for APM/ASM/AXA Community. Current Focus is to help develop a more active community- Knowledge Domain Expert - leading APM/AXA/ASM knowledge management effort to create quality knowledge documents- Converted Green Belt Project into a regular task - Facilitate participation of Sustaining Engineering to generate Knowledge Document Inputs. Then review, publish, and measure them- Analyze trends in APM Communities, knowledge documents, support cases, and other subject areas- Lead or facilitate new Support processes.
Education
Franklin & Marshall College
BA
William & Mary
MA
William & Mary – Raymond A. Mason School of Business
MBA
Skills
- Project Management
- Software as a Service (Saas)
- Business Planning
- Professional Services
- Saas
- Mentoring
- Enterprise Software
- Enterprise Architecture
- Identity Management
- Scripting
- Software Project Management
- Application Performance Management
- Product Management
- Management
- Software Development
- Ldap Administration
- Cross-Functional Team Leadership
- Editing
- Requirements Analysis
- Cloud Computing
- Dns
- Integration
- Change Management
- New Business Development
- Soa
- Databases
- Public Speaking
- Software Documentation
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.