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Senior Storage Software Support, Escalation Manager

Colorado Springs, Colorado, United States
May 03, 2019

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Jerre Redding


Many years of customer facing experience in both a support and advisory role and also working with sales in a presales support mode, both onsite and by phone. Expertise in working with many types of computer systems and various applications from installation to training to troubleshooting to escalated customer issues. Experience at both a Fortune 50 and small technology company. Particularly strong in problem diagnosis and getting diverse systems and products to work together smoothly and efficiently.

Technical Skills

Operating Systems/Platforms: StorNext and Quantum DXi series, Linux, UNIX, DELL certified, Novell certified,, Logical Volume Manager (LVM) and HPUX Veritas Volume Manager, MPE. Expired CCNA and CNE certifications, Microsoft MCP and MCSE certified Windows Server.

Computer System Monitoring: ISEE software trained in all versions on all operating systems,

System Insite Manager, ILO and RILO, and HPUX Service Guard High Availability (HA) systems

Storage Software and Hardware: SCSI, SAN and NAS storage including StorNext, Quantum DXi, Veeam, Veritas, vmPro, vmWare, Microsoft, Novell, HP Autoraid, VA, EVA under various RAID levels, and optical and tape storage libraries.

Networks: Cisco and Brocade qualified. Experience troubleshooting DSL and optical networks.

Additional update training: Microsoft Exchange Server, Security Server, Share Point Server, Small Business Server, Windows Mobile Server, and Windows Clustering.

Work Experience

Allegion Corp. electronic locks hardware support Jan. 2018 to Oct 2018

Responsible for remotely resolving configurations and hardware failures on electronic door locks for both new installs and existing installations.

QUANTUM Corp. storage software and storage array hardware support 2007-2017

Company relocated in 2017 to a different state.

Worked as a part time escalation manager one week a month to resolve escalated site issues.

Worked as Senior Storage Software Support Engineer full time.

Responsible for remotely resolving hardware failures, software issues, and configurations on both new installs and existing installations on multiple operating systems.

Responsible for escalating sites as required to engineering group for software issues or enhancement requests and managing these escalations to resolution.

Submitted many new equipment sales leads with a very high level of sales closure.

Customer Satisfaction scores ranked in the top of my group

AXCEDA Corp. new user setup and support

Worked as a Tier 1 first point of contact customer service and help desk subcontractor for AT&T, a major national ISP providing high speed internet communications for consumers and businesses.

Responsible for configuring, installing, and troubleshooting networking and software on Windows PC’s running Windows 98 to VISTA for new accounts.

Hewlett Packard Customer Engineer IV

Worked at Hewlett Packard as an HP9000 and Desktop Technical/Systems Customer Engineer on over 6000 assorted products for the HP Technical Services Group.

Worked temporarily at many other HP sites in the US when they needed backup support.

Worked an alternate work schedule and standby and on call rotations.

Did remote phone support, diagnosing problems whether hardware or software, maintaining customer’s hardware.

Recommended new equipment purchases.

Configured and installed new systems ensuring software is compatible and networks are operating correctly.

Installed, maintained, and configured all sizes enterprise and desktop computer systems on multiple operating systems (Windows, HPUX, Linux, Novell) and disk and tape storage arrays. Performed lifecycle and asset management.

Attended client meetings, documented site changes, arranged for resources.

Duties included sales lead development, acting as an account barometer for the account team to maintain or increase revenue stream.

Generated cost justification and maintenance reports for clients.

Provided support for other team members as needed.

Managed to resolution issue escalations to the satisfaction of the client.

Have great ability to be able to work independently.

HP ISEE district focal point

Fully trained on ISEE deployments of all versions for HPUX, Windows, Linux, VMS, SUN, IBM, and MPE.

Responsible for training customers and advising them on advantages of ISEE phone home software and increasing market penetration for this product which significantly reduced HP’s support costs.

HP BLAST program sales lead focal point

Managed processes and reporting to achieve regional and district quotas and goals in service contract revenue increases for both hardware sales and services sales.

One of the top two performers in this program. Local office gained $6 million in additional service contract revenue.

HP Customer Satisfaction Index scores ranked in the top of my group as determined by an outside survey company.

Member of national Hewlett Packard Customer Engineer safety commission to determine ways to make working environment safer for engineers.

Local Parts Logistics Coordinator

Managed and maintained adequate and timely local stocking of parts for repairs. Tracked replacement parts availability issues and resolved unavailable parts issues so parts were available for a first time fix repair to increase customer satisfaction and reduce repair costs.

Hewlett Packard Customer Engineer III

Member of HP Windows NT/Netserver focus group to resolve contract and support issues with HP Netservers and their future role in HP.

Virtual Response Center Engineer/Field On Loan Program

Ranked the #1 remote phone call screener in the North American area. Achieved a 30% reduction in onsite service calls needed.

Responsible for developing procedures for startup of Response Center Customer Call Screening Program including contacting customers to maintain computer system functionality and arranging for follow up support and repair. Minimized impact of remotely solvable problems on the field services force and maximized customer satisfaction and uptime with their products.

Trained and developed Alternate Workforce Engineers in areas such as repair skills, customer satisfaction skills, duties and responsibilities. Three engineers were offered permanent jobs at HP.

Special Project - developed a plan to maintain HP UNIX systems being used on tanks by the US Army in Kuwait during the Gulf War.

HP Santa Clara Response Center

Startup of Customer Engineer Assist program. Developed procedures and ordered materials for the startup. Talked HP Customer Engineers through resolution of difficult repairs to down computer systems over the phone.

Startup of Customer Remote Support program. Talked HP customers through installation of UNIX and MS-DOS software and hardware. Also talked HP customers through repair of their systems over the phone.

HP Ft. Collins, Colo.

Did debugging and usability testing on the first version of Service Guard software.

Did usability testing of repair methods for new version HP Netserver computer.

Hewlett Packard Customer Engineer II

HP Rocky Mountain Area Support Office

Suggested, designed, implemented, and tracked results on a remote phone support program to track possible savings from fixing systems with remote support instead of sending an engineer onsite. Achieved 35% savings over normal support methods.

HP Training Center, Englewood, Colo.

Taught the last “HP9845 Computer Operating and Programming” customer course. Received above average overall evaluation of my teaching this course.

Additional Relevant Experience

System Administrator, Porter Data Systems

Colorado Springs, Colo.

Information Technology Manager, Dye Construction Co.

Colorado Springs, Colo.




Loma Linda University, Riverside, Calif.

BS Engineering Physics with emphasis in computer science and digital design.

Deans list, Honors student, National Merit Scholarship Finalist.

Professional memberships

Current member Board of Directors of Pikes Peak Radio Amateur Association

Former member of Executive Board of Directors of the Southern Colorado Chapter Data Processing Manager’s Association.

Former chairman of DPMA Vendor Show Publicity Committee.

Awards received

Who’s Who in America

Officer of Associated Student Body, Loma Linda University.

Executive Officer of Student Cabinet, Loma Linda University.

Scored in top 5% on Medical College Admissions Test.

Scored in top 0.5% percentile group in 1972 on IBM Computer Programmer’s Aptitude Test.

Honors student, Loma Linda University.

Who’s Who American High School Students.

National Merit Scholarship Qualifying Test Finalist.

Scholarship from Texas Christian University.

Scholarship from Johns Hopkins University.

Scholarship from Michigan State University.

Principal’s List, Air Academy High School.

National Honor Society, Air Academy High School.

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