Hewlett Packard October 1999 - May 2015John K Noel
504 9780 4060
530 622 3105
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.