Technical Support Engineer

Ryan P. Crockett

Background

Over ** years of varied IT/Software Support experience.

Have extensive practical knowledge of VMware vSphere infrastructures (from ESX 3.5-vSphere 6).

Extensive troubleshooting and “best-practice” experience with VMware infrastructures through daily job duties supporting VMware-centric Quest Software/Dell Data Protection products.

Consistent high-performer in Customer Satisfaction surveys at Dell/Quest (above 94.5%).

Able to assimilate new product knowledge quickly and efficiently.

Excellent communications skills/able to present information in a clear manner to a wide audience.

Professional Experience

Enterprise Technical Support Advisor – Dell Computer/Quest Software/Vizioncore Inc.

Buffalo Grove, IL 11/2009-6/2016

Solved customer problems/provide top-level technical support directly to customers for the Quest/Dell Data Protection team (RapidRecovery 6.x/AppAssure 5.x/ Replay 4.x/vRanger/vOptimizer products).

Provided “deep-dive” analysis of customer environments during support sessions (literally hundreds of different VMware and Hyper-V environments over the course of my time at Vizioncore/Quest/Dell).

Managed high-volume case-load and provided dedicated support services to “hot-site” customers.

Maintained consistently high Customer Satisfaction (CSAT) ratings (in excess of 94.5%) whilst efficiently handling heavy incoming new workload.

Authored Knowledge Base articles to assist in Support demand reduction efforts.

Collaborated with Development/QA/R&D departments to identify and fix software issues/implemented patching of products.

Mentored less-senior staff and helped knowledge-transfer within the team wherever possible.

Senior Software Support Engineer – Abbott Laboratories

Abbott Park, IL 6/2001-6/2007

Performed a variety of tasks at a large pharmaceutical company (ca. 70,000 staff worldwide,) including new company-wide software implementations and upgrade (eDocs Document Management, Kronos, Clarify,Citrix Metaframe application access, and many others)

Performed Project Management and vendor liaison tasks for said implementations.

Followed CFE Part-11 Compliance procedures/documentation standards for performing tasks in heavily-regulated environment.

Fulfilled internal IT roles such as maintaining Citrix application access and new enterprise application rollouts.

Senior Support Engineer – OAG/Cahners, Inc.

Oak Brook, IL 4/2000-6/2001

Performed a variety of IT-related tasks for a major publishing company, such as application support and hardware refresh of enterprise applications.

Planned and executed Active Directory rollout at the company.

Provided SAN storage support/configuration of new SAN environment.

Applicable Software/Hardware Skills

Microsoft Windows (all), VMWare ESX(i) (3.5-6.x), Microsoft Hyper-V (Generation 1 and 2), Microsoft Exchange, Citrix Metaframe/Xen Server, various SAN hardware/software (Compellent, Dell Equallogic, etc.), networking best-practices and techniques, Dell/HP Server hardware, many others.

Ancillary Skills

Strong communications skills, additional language skills in Russian, German, and Spanish.

Education

BA magna cum laude, with honors in the Liberal Arts The Ohio State University Columbus, OH 1992

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