Anthony Lordi
Ocen,New Jersey
Summary
With over 8 years at Commvault, I've honed my expertise in Windows Server diagnostics and advanced troubleshooting, achieving a 95%+ customer satisfaction rate. My approach combines analytical problem-solving with clear, effective mentorship, empowering junior engineers with essential technical skills and SOPs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Engineer
Commvault
08.2019 - Current
- Investigate and resolve complex product and customer issues by analyzing log files, crash dumps, and lab environments.
- Handled 20-30 support cases at a time dealing with complex issues while maintaining customer SLA objectives.
- Replicate and verify customer-reported issues or product defects, escalating validated defects to the Development team for resolution or future consideration.
- Diagnose and confirm infrastructure-related issues, escalating to the Metallic Infrastructure Engineering team as needed.
- Conduct root cause analysis for incidents, delivering clear and concise reports outlining primary and secondary causes, timelines, and remediation steps.
- Clearly explain technical concepts and solutions to customers, ensuring they understand the issue and resolution process.
Tier 1 Technical Support Engineer
Commvault
10.2016 - 08.2019
- Managed a personal queue of 30+ active cases, ensuring timely tracking, troubleshooting, and resolution.
- Maintained 95%+ customer satisfaction (VSAT) through effective problem-solving
- Diagnosed and resolved high-volume issues efficiently.
- Conducted log analysis and system diagnostics to identify root causes
- Able to accurate identify when a case needed to be move to Tier 2 engineers for further analysis and escalation to development team.
- Accurately documented issues and solutions in ticketing systems
- Proactively expanded expertise in Commvault software administration.
Frontline Support Engineer
Commvault
07.2016 - 10.2016
- Active listening and clear, professional communication (phone, email, chat)
- Experience managing high-volume customer interaction. Often handling 50+ calls a day.
- Proficient in ticketing systems (CRM)
- Accurately routing tickets to appropriate teams based on issue type.
- Multi-tasking and prioritizing issues in a fast-paced environment
- Proactively expanded knowledge of Commvault software while fulfilling current responsibilities, continuously seeking opportunities for self-education and skill enhancement.
Education
Associate of Applied Science - Network Information Technology
Brookdale Community College
Lincroft, NJ06-2016
Skills
- 8 years of hands-on experience with Commvault software, specializing in advanced troubleshooting and administration
- Expertise in Windows Server administration and diagnostics, with a strong ability to resolve complex system issues
- Proficient in network troubleshooting, identifying and resolving connectivity and infrastructure-related challenges
- Skilled in knowledge sharing, mentored junior support engineers on proper SOP/Troubleshooting steps for technical issues Allowing them to help themselves in the future
- Analytical and solution-oriented approach to troubleshooting, customer interactions, and overall productivity
Certification
Comptia A+
Timeline
Tier 2 Technical Support Engineer
Commvault
08.2019 - Current
Tier 1 Technical Support Engineer
Commvault
10.2016 - 08.2019
Frontline Support Engineer
Commvault
07.2016 - 10.2016
Associate of Applied Science - Network Information Technology
Brookdale Community College
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