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Proactive Support Engineer Resume Example

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PROACTIVE SUPPORT ENGINEER
Professional Summary

Motivated and results-driven Analyst with a proven track record in data analytics and process mapping. Proven ability to identify business needs and develop valuable solutions to drive accuracy and process efficiency. Seeking an opportunity to drive business effectiveness through making recommendations based on data findings.

Skills
  • Customer service expert
  • Analytical and critical thinker
  • Data analysis
  • Business needs analysis
  • Problem solving
  • Current experience, including Hadoop and Big Data technologies using Cloudera distributions of CDH and Cloudera Manager.



Work History
Proactive Support Engineer, 12/2015 to 03/2017
Cloudera – Raleigh, NC

• Technical and Business resource in the Cluster Checklist Program, which targeted new customer clusters with automated tooling for confirming supported configuration, hardware-to-software level system checks, training material, and documentation regarding the process to perform the checklist.Executed existing projects, including a Support Health Check program, which analyzed support activity to find customers at risk, and ensure their customer satisfaction was an ongoing success.

• Focused on customer health analysis of the larger, strategic customers, assisting Customer Success Managers for upsell opportunities, renewals, and general customer success initiatives, leading to multiple large renewals, expansions and service engagements as well.

• Worked with upwards of 120 customer accounts to provide Support based analysis on usage patterns, enabling customers to adopt new technologies and have a more effective and efficient support experience 

• Quarterly discussions with customers to capture time to production statistics, knowledge transfer to Support COEs, and enable Sales for renewal/expansion opportunities.Provided general on-boarding for new customers, including support education and license delivery.




Customer Operations Engineer, 07/2013 to 12/2015
Cloudera – Raleigh, NC

• Provided enterprise level support for Cloudera's customers running CDH4, CDH5, and Cloudera Manager on large scale production Hadoop clusters. Specializing in HDFS, Isilon, Zookeeper, and HBase.

• Ensure that critical customer issues are addressed quickly and effectively

• Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts

• Investigate product related issues both for individual customers and for common trends that may arise

• Study and understand critical system components and large cluster operations

• Differentiate between issues that arise in operations, user code, third party libraries or product

• Identify requirements for additional focused services engagements

• Coordinate enhancement and feature requests with product management and Cloudera engineering







Technical Support Engineer, 06/2008 to 06/2013
EMC – Raleigh, NC

• Interacting weekly with developers and engineering teams to provide feedback on emerging issues in the field and requests for enhancement of the product.

• Resolving RAID/HW related issues on enterprise DataDomain products.

• Working with customers in an enterprise level environment to resolve urgent issues.

• Contributing to the Knowledge base writing technical articles or updating and amending existing ones.





Education
GED: Sanderson High School - Raleigh, NC
Certifications

• Certified Cloudera Administrator

• Certified Cloudera Developer

• Certified Cloudera Hbase Specialist

• Microsoft Certified Professional (MCP)

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Cloudera
  • EMC

School Attended

  • Sanderson High School

Job Titles Held:

  • Proactive Support Engineer
  • Customer Operations Engineer
  • Technical Support Engineer

Degrees

  • GED :

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