Austin Campbell
Summary
Highly skilled Technical Support Engineer with extensive experience in troubleshooting and resolving complex problems with suite of server virtualization products enabling and providing: - Resolve customer technical issues and support the team and operation, strong customer service and technical problem-solving skills, embrace challenges. - Take accurate, detailed, and actionable notes on support request and ensure prompt resolution. - Implement enterprise virtualization platform and the basis for cloud-based infrastructures. - Create centralized platform for managing environments, used for assigning roles to users, creating new virtual environments, searching the inventory, and much more. - Deployment of virtual machines. - Manage virtual data center to create and manage multiple virtual machines. - Live migration of workloads and maintenance of datacenters without downtime. - Manage remote offices with little to no local IT administrators. - Troubleshoot issues with the analytics program aria operations. - Data collection, analysis, and management. - Configure Dynamic Host Protocol and configuration management. - Implement In depth Networking and Security expertise, supporting customers, design, and implement best practices, knowledge base creation, and technical escalations. - Collect and interpret data in reference to trouble shooting or problem solving. - Build an environment to satisfy open-source frameworks. - Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issues. - Quickly assess and understand customers issues and business impact. - Ability to analyze network traffic and analysis of packet captures. - Proficient with features and customization options and advanced feature of Microsoft 365 Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Vmware
10.2016 - Current
- Create/implement detailed and actionable plans to address complex problems in intricate customer environments
- Resolve customer technical issues and support the team and operation, strong customer service and technical problem-solving skill, embrace challenges
- Collaborate with cross-functional teams across the environment, including core, cloud, data, networking, storage, professional services, customer development and managements teams and the development operations team
- Navigate customer satisfaction by expediting the resolution of all service issues
- Conducting log analysis, reproduction work and engage external and internal resources as required
- Utilize communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management
- Leveraging technical skill set to create knowledge articles for global circulation and use, based on the resolved issues
- Work independently utilizing skill set and knowledge to resolve complex queries while providing world class support to customers
- Train and mentor technical support engineers providing the necessary skills
- Troubleshoot and inspect customer environments to identify and resolve unidentified issues within cloud virtualization platforms
- Take accurate, detailed, and actionable notes on support request and ensure prompt resolution.
At Home Advisor
Apple Incorporated
01.2014 - 01.2016
- Troubleshoot and support customers on all Apple Inc
- Products and applications providing implemental and actionable implementation solutions.
Education
Bachelor of Science - Computer Information Systems
Colorado State University
05.2016
Skills
- Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
- Hardware Configuration
- System Troubleshooting
- Customer Support
- Technical Documentation
- Software Installation
- Root Cause Analysis
- Support system management
- Teamwork and Collaboration
- Technical expertise
- Backup and recovery
- Customer Service
- Product Knowledge
- Remote Support
- Remote Diagnostics
- Bug tracking
- Process Improvement
- Virtualization Technologies
- Critical Thinking
- Ticket management
- Performance Optimization
- Software Upgrades
- Help Desk Support
Certification
VCP Certification, 2022
Hobbies and Interests
- Web Development
- Inventory Application Development and Maintenance
- Desktop/Personal Computer: repair/maintenance/troubleshooting/rebuilds
- Video game design
Web Development, Inventory Application Development & Maintenance, Desktop/Personal Computer: repair
develop website for small businesses and maintain the content and updates. Install, repair and maintain small customer base of home computers.
Timeline
Technical Support Engineer
Vmware
10.2016 - Current
At Home Advisor
Apple Incorporated
01.2014 - 01.2016
Bachelor of Science - Computer Information Systems
Colorado State University