Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gerard Janvier

Orlando

Summary

Highly adaptable and dedicated Technical Support Engineer with 5+ years of experience and a proven track record. Recognized by management and co-workers as someone who takes on challenges and new responsibilities to get things done.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Broadcom
01.2022 - Current
  • Reduced MTTR by 20% (from 10 to 8 days) by creating Knowledge Base articles, improving resolution time and enhancing operational efficiency.
  • Trained new staff members, boosting team efficiency by 25%, and enhancing overall team productivity
  • Maintained 96%+ CSAT across technical cases driving high customer satisfaction
  • Provide ongoing technical escalation support for customers utilizing the VMware Cloud Foundation (VCF) Suite product, encompassing vSphere, vSAN, NSX, and vRealize reducing downtime by 30% and improving overall system reliability .
  • Work with CCOE partners such as Microsoft, Google, Oracle, and Dell to provide Tier 3 support for VCF Stack with compute.
  • Conduct in-depth analysis of log files using linux to investigate dumps, performance data, and system configurations to provide a root cause.



Senior Help Desk Technician

Lockheed Martin
06.2021 - 01.2022
  • Maintained Windows & Linux/UNIX Server Development Environments such as updates, software patches, and firmware upgrades.
  • Developed comprehensive knowledge-based articles(KB's) and frequently asked questions(FAQ's) that effectively communicated complex concepts and showcasing strong research, writing, and organizational skills.
  • Respond to and resolve help desk requests including server, network, and endpoint devices.
  • Used Active Directory to configure Group Policy features for users with the network resources.
  • Provided technical support to remote users using software applications such as Microsoft suite applications.
  • Closing 30 to 60 tickets per day remotely with a employee satisfaction score of 95%+


Technical Support Engineer 2

Lumen Technologies
12.2020 - 06.2021
  • Diagnose and resolved basic network and modem functionality issues, including landline troubleshooting.
  • Guide customers through common phone hardware and software configuration to maximize service functionality,
  • Schedule a technician dispatch for on-site service calls when necessary.
  • Take inbound calls for technical support including POTS, DSL and Fiber internet, and Fiber Phone service.
  • Conduct analysis and resolve issues related to WiFi connectivity, intermittent problems, slow connectivity, sync, no power, and no dial tone.
  • Add new Modems/Routers to accounts, give credit and check line statics.

Education

Information Technology

Florida Agricultural And Mechanical University
Tallahassee, FL
12-2019

Skills

    Linux

    Troubleshooting

    Microsoft Office

    Customer Service

    Software-defined Data Center(SDDC)

    Problem Solving

    Technical Escalation

    VMware

    Python

Certification

VMware Certified Professional - Data Center Virtualization 2024

Timeline

Senior Technical Support Engineer

Broadcom
01.2022 - Current

Senior Help Desk Technician

Lockheed Martin
06.2021 - 01.2022

Technical Support Engineer 2

Lumen Technologies
12.2020 - 06.2021

Information Technology

Florida Agricultural And Mechanical University

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Gerard Janvier