Experience

  • Escalations Engineer Level 3

    at Hewlett Packard

    October 1999 - May 2015

    Texas

    John K Noel 504 9780 4060 530 622 3105 Hewlett Packard 1-10-2000 - 5-15-2015 World Wide Escalations Engineer Owning storage and network escalations of complex customer problems and product defects elevated to engineering. Analysis of data from configuration setup, topology of SAN, software and hardware log files from hosts, storage, and switches. Manage escalated calls placed through databases such as WFM, GR8, and Bugzilla Manage communications and partner with services personnel, R&D lab engineers, customers and VAR throughout the problem resolution process. Responsible for troubleshooting and identifying bugs in hardware and software Develop documentation detailing bugs, workarounds and documenting fixes. Present weekly meeting to discuss with support engineers latest issues found and how to handle the issue. Drive Root Cause Analysis within labs and provide details to L2 Support engineers for customer escalations. Provide training to level 2 support.

Education

  • Associate in Arts

    at Sierra College

    1982 - 1986 (4 years) California

Knowledge and keywords

Languages

  • English Native

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