Lee Merrill

About Lee Merrill

I am a one-of-a-kind technical and business-minded person who can adapt, learn, and work to find winning solutions and long-term success. I have a well-rounded background as an experienced IT professional with expertise in multiple technical areas, project management, and managerial skills. Current industry: Cloud Data Management, Customer Success team management. Past industry experience in IT networks, systems, operations, and technical support. I have experience in many industries, such as banking, energy trading, multimedia production, telecommunications, pharmaceuticals, and association management, as well as with the Department of Defense. I work at Rubrik as a Senior Customer Success Engineer, building a world-class support organization, mentoring and coaching employees, and working with cross-functional business units to protect our customers\' data. In my previous position at Balance Innovations, I was the primary infrastructure engineer. I was responsible for a small team and implemented infrastructure and system-wide improvements to ensure business operations. These changes include AD, Exchange, Cisco ASA, Core Switching, and other system changes. Key role experience includes a broad base of enterprise computer technical applications, support understanding, and business objectives, including requirements analysis, design, development, integration testing, and implementation. My strengths include professionalism, excellent problem-solving skills, and the proven ability to achieve positive results consistently.

Experience

1. Senior Customer Support Engineer

   Rubrik

   Mar 2024 — Present

   Thrives in customer-facing interactions, effectively managing high-value, global client relationships by employing strong problem-solving skills and fostering collaborative solutionsCross-functional interaction with sales, product, support, and back office, assisting development and handling during the customer lifecycle. We achieved record-breaking NPS and CSAT for a startup company.Created the onboarding and technical education for support engineers.Assist with global support labs for training and reproductionA resource for escalations and situations involving critical customer issues within a global footprint. Directly impacted the bottom line while onboarding and creating the winning solutions to protect Rubrik’s customers.I leveraged my deep product understanding and customer insights to drive systemic improvements, enhance the product\'s capabilities, and address larger-scale issues.Collaborated closely with internal component development teams, channeling customer feedback and insights to shape product enhancements and improvements.Collaborated closely with cross-functional teams, including development and product teams, to translate customer needs and feedback into actionable product enhancements.

Education

• Missouri Military Academy

  HS Diploma, High School Diploma

  1987 — 1992

• Western Colorado University

  BA, Business Administration, Marketing

  1992 — 2000

Skills

• Network Design
• Windows
• Network Administration
• Data Center
• Wireless Networking
• Microsoft Office
• Visio
• System Administration
• Storage
• Tcp/Ip
• Disaster Recovery
• Microsoft Operating Systems
• Vmware Esx
• Antivirus
• Technical Support
• Microsoft Certified Systems Engineer
• Group Policy
• Security+
• Requirements Analysis
• Firewalls
• Networking
• Storage Area Networks
• Software Installation
• Windows 7
• Powershell
• Cisco Certified Network Professional
• Microsoft Office Sharepoint Server
• Dhcp
• Servers
• Active Directory
• Windows Server
• Hardware
• Microsoft Sql Server
• Vmware
• Dns
• Integration
• Iis
• Troubleshooting
• Microsoft Servers
• Cisco Technologies