Renier Estevez

• Provide support to NAS L1 TSEs from a technical perspective. • Manage case escalations due to technical complexity. • Conduct refreshers and mentoring sessions. • Conduct NAS (vertical) training to new hires. • Ensure customer satisfaction. • Promote KCS principles.

• Provide technical support for NAS (SMB/CIFS, NFS and Networking), Hardware, Core (ONTAP) and Performance related cases to enterprise clients. • Troubleshoot storage server-client NTFS/UNIX permissions, Windows, Linux, TCP/IP, trunking, VLAN, DNS, firewall, LDAP, NIS, FPolicy, Vscan, Active Directory, tpcdump. • Controller panics, failover, High Availability configuration, watchdog troubleshooting, SW panics, ONTAP upgrades, AutoSupport, root cause analysis. • Identifying performance bottle-necks, QoS statistics, Graphana.

• Evaluate interactions in a daily basis. • Deliver constructive feedback. • Identify behaviors and learning opportunities. • Conduct refresher sessions. • Participate in calibration sessions with operations and client. • Provide daily reports and findings. • Maintain quality standards in the operation.

• Evaluate interactions from first level operations, deliver findings, feedback, follow up on behaviors and identify opportunities for the support representatives while conducting coaching sessions. • Schedule and participate in calibration sessions with operations and our client. • Work together with the Training department to improve our training material.

• Technical support for security surveillance systems, such as DVRs and NVRs, to end-users. • Support for Cloud services, and troubleshooting network surveillance configurations.