Summary
Overview
Work History
Skills
Websites
Prior Career Experience
References
Timeline
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MARK ROBERTS

Escondido,CA

Summary

High-performing Support Engineer offering 20+ years of technical solutions, supporting cloud-based technology, including virtual appliances, networking, TLS security, network packet brokers, taps, bypass switches, and storage systems. Organized team player with strong interpersonal and customer service skills. Proven ability to translate complex concepts into layman's terms enhancing user understanding.

Overview

17
17
years of professional experience

Work History

TECHNICAL SUPPORT ENGINEER

KEYSIGHT TECHNOLOGIES
Austin, USA
02.2021 - 04.2024
  • Assisted Customers and Solutions Engineers with installing and maintaining the following Keysight products: Network Packet Brokers - Optical Taps - Bypass Switches - Load Balancers - Virtual Appliances (VMWare and AWS)
  • Trained the team on Linux BASH commands and TLS troubleshooting
  • Created BASH scripts to efficiently parse log files to summarize system state, count port flaps, identify legacy bugs, and various other conditions
  • The scripts reduced the resolution time of many support cases
  • Facilitated web meetings with the customers and the engineering team to troubleshoot emerging issues

CUSTOMER OPERATIONS ENGINEER

CLOUDERA INC.
Austin, USA
01.2017 - 01.2020
  • Resolved customer issues as a member of the support team, taking cases directly from the queue
  • Led weekly technical meetings to collaborate with team members on challenging cases
  • Presented on technical topics and procedures during brown bag discussions, educating junior team members
  • Identified and resolved critical TLS issues for key customers, requiring effective expectation-setting and articulate troubleshooting, resulting in Support Service Subscription renewal

TECHNICAL CUSTOMER ADVOCATE

CLOUDERA INC.
Austin, USA
01.2015 - 01.2017
  • Proactively contacted customers with known issues identified by validation scripts run against cluster configuration
  • Created knowledge articles addressing recurring issues and configuration procedures

KNOWLEDGE MANAGER

CLOUDERA INC.
Austin, USA
01.2012 - 01.2015
  • Managed a team of four writers to collaborate with Engineers to produce troubleshooting guides for cloud-based services
  • Migrated the legacy knowledge base to a Salesforce instance
  • Developed and promoted Cloudera knowledge program, including the article life-cycle process and approval workflow
  • Hired, trained, and directed knowledge writers

SENIOR PROGRAM MANAGER

EMC/DATA DOMAIN
Santa Clara, USA
01.2011 - 01.2012
  • Managed portal tool development on Support Tools Team
  • Handled all portal post requests for Technical Publications, including user guides, release notes, etc
  • Posted software releases for Release Engineering

KNOWLEDGE ENGINEER

EMC/DATA DOMAIN
Santa Clara, USA
01.2009 - 01.2011
  • Managed article templates, search engine taxonomy, and tagging of knowledgebase content

TECHNICAL SUPPORT ENGINEER

EMC/DATA DOMAIN
Santa Clara, USA
01.2007 - 01.2008
  • Assisted customers with Data Domain system configurations and troubleshooting via email and phone

Skills

  • Linux server administration
  • Expertise with SSL/TLS
  • Network troubleshooting
  • Linux BASH scripting
  • Log file analysis
  • Virtual machine management

Prior Career Experience

  • Technical Support Engineer II/Team Lead, VeriSign, Inc.
  • Technical Support Engineer VoIP, 3com Corporation.
  • Network Support Technician, Computown Computers.

References

References available upon request.

Timeline

TECHNICAL SUPPORT ENGINEER

KEYSIGHT TECHNOLOGIES
02.2021 - 04.2024

CUSTOMER OPERATIONS ENGINEER

CLOUDERA INC.
01.2017 - 01.2020

TECHNICAL CUSTOMER ADVOCATE

CLOUDERA INC.
01.2015 - 01.2017

KNOWLEDGE MANAGER

CLOUDERA INC.
01.2012 - 01.2015

SENIOR PROGRAM MANAGER

EMC/DATA DOMAIN
01.2011 - 01.2012

KNOWLEDGE ENGINEER

EMC/DATA DOMAIN
01.2009 - 01.2011

TECHNICAL SUPPORT ENGINEER

EMC/DATA DOMAIN
01.2007 - 01.2008

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