IT-Infrastruktur mit dem Schwerpunkt Backup

1/2014 – 9/2022

Level 3 technical support for Data Protector, Backup Navigator and VM Explorer

- Troubleshooting within enterprise environments (LAN, SAN, OS-Level, Databases and Virtualization)
- Managed multiple simultaneous customer escalations, owning the escalations through to resolution
- Recreated customer problems in a lab environment for further extensive troubleshooting
- Worked closely with engineering development on solving customer issues
- Created and delivered technical trainings for lower support levels
- Collaboration with customers to define product requirements
- Offshoring L1 to L3 Support to Nigeria and Rwanda project: Creation of training material followed by trainings and mentoring

IT-Techniker (allg.)

8/2007 – 12/2013

L3 technical consulting within enterprise environments on a complex, multi layer email and file archival solution (Integrated Archive Platform (IAP)) that included potential data loss, system slow downs and database rebuilts.
- Successfully managed multiple simultaneous customer escalations, owning the escalations through to resolution

- Recreated customer problems in a lab environment for further extensive troubleshooting
- WW onsite customer visits for problem resolution and major release version upgrades
- Ramp-Up of a support Organization for EMEA
- Worked closely with engineering development on solving customer issues
- Worked with QA engineering to define and test product’s features
- Developed in depth knowledge of HP’s email archival solutions
- Created and delivered technical trainings for internal and external audience
- Collaborated with customers to define product requirements
- Worked closely with Engineering on testing hotfixes, patches, and provided input on new development and feature functionality
- Involved with supportability and functionality issues and projects to enhance the overall customer experience with the product
- Provided after hours and standby 24x7 support
- Offshoring L1 and L2 Support to Bulgaria project: Creation of training material followed by trainings and mentoring in Bulgaria and remote

Archivierung, IT-Support (allg.), IT-Techniker (allg.)