Johnny Roberson

Currently part of US based Advanced Problem Determination / Field Engineering SWAT Team.

• Provide L3 assistance to L1/L2 support for Sev1 issues and escalations.
• Assist L1/L2 with troubleshooting and create action plans.
• Work with development. Product Engineering as well as External Vendors to find a resolution. When needed I will get on webex with customer and support to help with issue HW, network, sometimes Linux.
• Provide onsite support (domestic/international) for HW/SW issues.
• Responsible for repairing, rebuilding and reconfiguring IBM Pure Data for Analytics Appliance (PDA).
• Write guides and technical field instructions. Schedule and perform health checks, diagnoses and repairs on customer systems, as well as some lab PDA support systems.
• I am responsible for Netezza, IIAS, CP4D, and NPS and am familiar with all the components on every product.
• Work as SME on all of Netezza product lines.
• Provide Linux support
• Travel to IBM labs to develop new procedures for field and support, including CPDS single node provisioning, Fabric and Management switch repairs and reload. Travel to manufacturing sites to assist with field readiness and support compatibility.
• Assist customers with onsite data migration using external NAS
• Travel to customer sites to resolve issues that requires expertise beyond standard field persons

Currently part of US based Advanced Problem Determination / Field Engineering SWAT Team.

• Provide L3 assistance to L1/L2 support for Sev1 issues and escalations.
• Assist L1/L2 with troubleshooting and create action plans.
• Work with development. Product Engineering as well as External Vendors to find a resolution. When needed I will get on webex with customer and support to help with issue HW, network, sometimes Linux.
• Provide onsite support (domestic/international) for HW/SW issues.
• Responsible for repairing, rebuilding and reconfiguring IBM Pure Data for Analytics Appliance (PDA).
• Write guides and technical field instructions. Schedule and perform health checks, diagnoses and repairs on customer systems, as well as some lab PDA support systems.
• I am responsible for Netezza, IIAS, CP4D, and NPS and am familiar with all the components on every product.
• Work as SME on all of Netezza product lines.
• Provide Linux support
• Travel to IBM labs to develop new procedures for field and support, including CPDS single node provisioning, Fabric and Management switch repairs and reload. Travel to manufacturing sites to assist with field readiness and support compatibility.
• Assist customers with onsite data migration using external NAS
• Travel to customer sites to resolve issues that requires expertise beyond standard field persons

• Installed Linux Servers / Netezza Appliances on the field at customer sites; including prep(site surveys) and installations; maintained a 95% customer sat rate.
• Worked very closely with the customer, sales, and account managers; to bridge the gap during implementation, pre, post sales.
• I was a founding member of Field Engineering which was basically anything that required onsite expertise.

• Installed and serviced SGI equipment at customer sites that range from desktops to large enterprise servers, including Graphics systems for Flights simulators, Movie Production and Sports events. These were UNIX/LINUX based.
• Carried a TSI government clearance for working at secure sites.
• Had ASE2 Certification for Netapp Storage
• Supported 3rd party products including Netapp Storage, Clariion Storage, CopanStorage, Sun Blade, V series, CISCO and Brocade, IBM Xseries, Exabyte, DLT, Storage Tek
  
• Assisted with Unix support and RDBS development (UNIFY)