Bernhard Behn

Experience

• 

  Carnegie Mellon University

  Jan 1997 - May 1998

  Network Engineering Work-Study

  Direct hands-on with Layers 1-3: installations of new Cisco Catalyst L2/L3 switchroutets, activations of billable internal Ethernet drops, IP address DHCP management and assignment, Cyert Hall datacenter design best practices

• 

  Cabletron Systems

  May 1997 - Aug 1997

  Technical Support “Estagi”

  HW RMA testing under load, HW DOA testing, ATM/LANE configuration and testing, on-site customer premises troubleshooting sessions (Cisco interop, WAN/routing integration)

• 

  Marconi

  May 2000 - Jul 2004

  Technical Support Engineer

  Provided Tier-2 support for Ethernet/IP routing products, ATM swtiching/signalling products, video/voice over ATM/IP SIP products, and B-RAS products. Provided technical training to customers and peers.

• 

  NetApp

  Aug 2004 - Dec 2008

  Staff Engineer with NetApp Global Services Technical Support Center. Specialization in the ONTAP GX Scale-Out clustered storage system. CPR support for the ONTAP GX scalable clustered grid storage product.

  • Staff Engineer

    Jul 2008 - Dec 2008

  • Critical Problem Resolution Engineer

    Aug 2004 - Jun 2008
• 

  Avere Systems

  Dec 2008 - Feb 2018

  Conducted final pre-beta usability testing and system verification to approve the release of the product to our prospective customers.Designed and implemented python-based internal performance benchmarking suite to track system performance capabilities as the software evolves.Created, launched and owned the Customer Experience Engineering program at Avere Systems including initial beta deployments, customer evaluations and all post-sales support.Analyzed and evaluated CRM marketplace to balance cost vs. functionality. Implemented and customized open-source CRM software for support incident tracking.Built out initial best-practices for sales to streamline customer opportunity qualifications and product evaluation experiences.Collected and assessed product improvement requests from customers, developing them into future enhancements to product quality and usability.Championed our customers' voices within our Product Management and Engineering teams to bolster customer satisfaction with future software releases.Achieved significant new customer wins and repeat business by providing highly responsive best-in-class support.Isolated and identified filesystem and fast-path performance deficiencies, collaborating with engineering to integrate, test and deliver the improvements to our customers.Analyzed in-depth customer workload profiles to obtain optimal sizing and performance with our solution.Provided personalized engineering-level escalation support on-site and to the Field System Engineering teams deploying systems at customer sites.Delivered 24 hour by 365 day support to our worldwide customer base.Built and grew the Avere Customer Experience team to extend our strong foundation and sustain the highest level of support that our customers have come to expect.Delivered frequent one-on-one and group training and whiteboard sessions for new team members to master product functionality and refine their troubleshooting skills. Show less

  • Principal Technical Marketing Engineer

    Mar 2012 - Feb 2018

  • Lead Customer Experience Engineer

    Dec 2008 - Feb 2012
• 

  Microsoft

  Mar 2018 - now

  I have joined the Azure Storage team at Microsoft by way of the Avere Systems acquisition. My primary focus is on end-to-end filesystem performance management and testing against real-world large scale NFS client workflows.

  • Principal Program Manager

    Mar 2019 - now

  • Senior Program Manager

    Mar 2018 - Feb 2019