Veritas Software / Symantec
- Senior Technical Support Engineer
2002 - 2011
In 2002, I moved from the Reading (UK) office to the Paris/La défense office to start the 1st support regional office.
I brought my contribution to a team that started the very first support team outside of the UK, bringing our knowledge of the product and customers.
- Helped hiring new engineers to grow the team in size and products - in 2002 we were 3 engineers covering 1 product, now in 2007 we have 14 engineers covering 4 sets of products.
- Provided coaching for the NetBackup team, in order to support local business critical and high visibility accounts.
In 2004, I joined the NetBackup backline EMEA team (3rd level of support):
- We mainly get escalations for technically complex environments and/or political issues. We are in contact with engineering should the issue being product malfunction requiring some code change.
- One side of the backline role is also to participate to the product evolution by being involved in the new features development.
- We also provide feedback on architectures being deployed on sites based on our experience of the product.
In 2009, I've taken on support of PureDisk in backline, supporting PureDisk as a standalone product, or in use with NetBackup via PDDO or now on NetBackup MSDP. PureDisk is a deduplication solution.
Veritas Software UK
- Technical Support engineer
1999 - 2002
Worked in the Data Storage deparment of the company, on BackupExec on the 1st months and then on NetBackup, as Technical Support engineer for EMEA, covering many different configurations:
- Banking [Barclays, Société Générale, Commerzbank, ...]
- Insurances [AGF, ...]
- Industry [Airbus, Caterpillar, Texas Instrument, ...]
- TelCo [Bouygues Telecom, Orange, ...]
- Government and public sector [Diverses ministeries around EMEA]
Got promoted to a coach position, helping NetBackup support engineers from both a technical point of view and customer management point of view.
NetBackup is a multiplatform product (Unix, Windows, Linux, VMS, Tru64, NAS) that manages backup to tape or disks including VTLs, it requires many skills such as networking, SAN knowledge, NAS knowledge, and of course databases skills as many servers backed up by NetBackup are Oracle/SQL/DB2/Exchange servers.
