Summary
Overview
Work History
Education
Skills
Languages
Timeline
William Collett

William Collett

Summary

Customer Support Engineer with a proven track record of delivering high-quality technical support and maintaining strong customer relationships. Known for exceptional problem-solving skills, in high-stakes scenarios such as ransomware recovery and complex appliance installations, ensuring minimal disruption and high customer satisfaction. Strong adaptability skills and a commitment to customer success. Collaborating with cross-functional teams to enhance service efficiency and drive product adoption. Recognized for achieving top performance rankings and consistently positive feedback, underscoring a customer-first approach in technical support environments.

Overview

8
8
years of professional experience

Work History

Customer Support Engineer

CommVault
10.2016 - 11.2024


  • Supported a high-value customer through a ransomware incident by recovering, reinstalling, and reconfiguring their entire environment, while addressing network and OS issues, retaining the customer and securing the contract
  • Managed initial customer interactions by taking calls to create tickets and cases for reported issues, with walkthrough and troubleshooting support for non-remote issues
  • Coordinated Hyperscale appliance installations across multiple customers, collaborating closely with product managers to schedule installations, ensuring seamless implementation and minimal customer disruption
  • Trained customers to use and maintain equipment to reduce service issues.
  • Answered incoming support inquiries via chat, phone and email.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Promoted purchase of service appliance and warranties by detailing benefits of each to customers. In example Hyperscale appliance.
  • Used remote diagnostic tools to identify sources of certain customer issues.

Dietary Aid

Gateway Care Center
01.2007 - 01.2016
  • Leveraged adaptability and commitment in the Dietary department by mastering multiple roles, including chef and prep cook, leading to recognition as the most versatile employee in the team
  • Displayed dedication during Hurricane Sandy by working multiple late night and overnight shifts to support the understaffed nursing home, earning recognition from colleagues and strengthening team relationships

Education

Degree in Information And Technology - Information And Communication Technology

American Institute, Toms River, NJ
08-2016

Skills

  • Hyperscale 15 -X
  • Disk Libraaries
  • Linux
  • Windows 10,11
  • Windows Server 2016-2022
  • Dell Tape Libraries
  • HPE Tape Libraries
  • Spectra Tape Libraries
  • Azure
  • AWS
  • Google Cloud
  • CommVault Software (v10, v11)
  • Backup Software
  • Administrative Skill
  • Customer support
  • Cross-functional collaboration
  • Troubleshooting and diagnosis
  • Device configuration
  • Equipment installation
  • Network configuration
  • Written and Oral communication skills

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Support Engineer - CommVault
10.2016 - 11.2024
Dietary Aid - Gateway Care Center
01.2007 - 01.2016
American Institute - Degree in Information And Technology , Information And Communication Technology

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William Collett