Joël Missud
Support Account Manager @NetApp
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WORK HISTORY
Support Account Manager @NetApp
Assigned to the following customers: ST Microelectronics, CEA. Work very closely and collaboratively with members of theAccount Team and customer contacts. Responsible for gathering the customers business requirements, technical needs, systems, environment andservice history. Primary contact for the Technical Support Center (TSC) and provide, in the field, post-sales services and support forNetApp customers. Identify and address customers critical technical issues(escalations) and non-technical issues, and coordinate necessary support activities. May include troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within NetApp, as well as 3rdparty vendors for multi-vendor issues. Monitor customer open cases during business hours. Prepare periodic and custom reports. Monitor customers systems utilizing autosupports and Support Console to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them to ensure optimal performance of thesesystems. Ensure that all recommended best practices are adhered to for maximizing product optimization and up-time. Notify customer of new product features and fixes, field/product alert analysis and recommendations. Help educate the customer as needed on the various tools that are on the NetApp Support site and help them understand their NetApp products better. Represent NetApp in support meetings with customers on a regular basis.
EDUCATION
IUT Saint Jérôme, Marseille
DUT
EFREI - Grande école du numérique
Ingénieur
SKILLS
ABOUT JOËL MISSUD
Fort d\'une expérience internationale de 23 ans dans l\'IT Consultant avant-vente et…
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