Casey Wilson

Experience

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  Verint

  Dec 2002 - Sept 2013

  • Fielded and analyzed Tier 3 support escalations from all global sales regions (Americas, EMEA and APAC). If needed, traveled to customer locations to troubleshoot and resolve issues.• Managed my escalation queue based on severity and priority, providing appropriate status updates to internal and external resources in a timely manner.• Traveled to customer locations in order to deploy and support enterprise beta product installations.• Escalated product defects to engineering teams, as needed. Worked directly with software and hardware engineers to gather information, provide reproduction steps and test fixes.• Logged defects in tracking system.• Provided product “expert” training to global regions in preparation for new product releases.• Participated in new feature meetings. • Designed and maintained Tier 3 lab environment. Show less • Senior technical support lead for Enterprise, Critical Infrastructure and Transit products in the Americas and CALA regions, supporting mostly Windows server based deployments.• Guided Tier 1 & 2 support and field engineers with daily technical support issues in order to decrease the time to resolve customer issues and increase overall customer satisfaction.• Deployed and administered the customer service lab environment consisting of physical and virtual servers, SAN, network infrastructure and TCP/IP wireline/wireless video devices.• Provided ongoing product and technical training to Tier 1 & 2 teams on topics such as TCP/IP networking, 802.11 fundamentals, Windows OS, proprietary wireline and wireless video devices and Enterprise video management software. • Administered Nextiva Enterprise VMS certification course for external business partners, as needed; includes travel.• Developed troubleshooting documentation and utilities to improve the efficiency and effectiveness of the customer service organization.• Efficiently isolated product defects; packaged and escalated to Tier 3 support.• Reviewed and approved new knowledge base articles for technical accuracy and formatting; participate in weekly knowledge base article approval meetings.• Evaluated and provided feedback on Nextiva Enterprise VMS user documentation during the beta phase of the product release cycle.• Participated in beta testing, as needed, and provide input on future product requirements.• Assessed organizational readiness from a support perspective and provided feedback to management as part of general availability (GA) product release acceptance.• Participated as a technical resource in Customer Service internal business enhancement projects.• Occasionally traveled to customer locations to perform onsite troubleshooting and resolution, as needed.• Participated in job candidate interviews. Show less • Managed product configuration and change control through the Engineering Change Order (ECO) process; this included New Product Introduction (NPI) responsibilities.• Qualified hardware; designed and built production prototypes and created and maintained software hard disk images for use in production.• Created and updated engineering and production items in Oracle ERP system.• Authored and maintained procedures and checklists for the assembly, configuration and packaging of products.• Served as the primary point of contact for Contract Manufacturers; communicated new procedures to CM’s, as needed.• Represented the Enterprise Operations team as part of the global Agile (Product Lifecycle Management) roll out project.• Engaged in implementing the transition of enterprise Operations procedures to a new location in support of a company reorganization. Show less

  • System Specialist - Technical Support & Services

    Aug 2011 - Sept 2013

  • Senior Technical Support Engineer

    Oct 2006 - Aug 2011

  • Manufacturing Engineer I

    Apr 2005 - Oct 2006

  • Production Test Technician II

    Dec 2002 - Apr 2005
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  Dot Hill Systems (now known as Seagate Technology)

  Sept 2013 - Dec 2015

  Staff Test Engineer

  • Tested and certified new storage array product releases to be compatible with Vmware ESX.• Logged product defects in bug tracking system.• Built testing environment to specifications for conducting test cases.• Provided status updates to management on an ongoing basis regarding the progress of testing schedule.

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  Seagate Technology (previously known as Dot Hill Systems)

  Jan 2016 - Aug 2016

  Senior Test Engineer

  • Tested and certified new storage array product releases to be compatible with Vmware ESX.• Logged product defects in bug tracking system.• Built testing environment to specifications for conducting test cases.• Provided status updates to management on an ongoing basis regarding the progress of the testing schedule.

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  NetApp SolidFire

  Aug 2016 - Apr 2019

  Sustaining Engineer

  Triage escalations from Support and perform root cause analysis at an engineering level. This activity typically involves analyzing product logs and telemetry data via common linux tools and custom built tooling, as well as analyzing source code. It is also common for additional information to be requested via support, as needed. In addition, subject matter experts from product development may be engaged to help diagnose root cause. Throughout this process, updates are regularly shared through a case tracking system and sustaining is responsible for driving the case to resolution.On some occasions, a customer's system may be actively down, which requires a heightened response from the sustaining team. The activity to bring the system back up can take place during off hours via an on-call rotation, and may include troubleshooting efforts directly on the customer's system. A deep, code level, understanding of how the application functions is usually required to resolve this class of issue. Show less

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  NetApp

  Apr 2019 - Sept 2022

  Senior Sustaining Engineer

  In addition to the responsibilities outlined in the Sustaining Engineer role, my focus is on the development of custom tooling, short term workarounds and long term product defect fixes targeting supportability. In this role, I routinely engage in Agile development practices, serving as both Scrum Master and Product Owner for the team. In addition to PI and sprint planning, a large degree of my time is spent doing code reviews and mentoring junior developers, as well as delivering software features. As a senior engineer, it is also common for me to be engaged in ongoing support escalations as a consultant. Show less

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  Network Perception

  Sept 2022 - Sept 2024

  Senior Software Developer
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  Dragos, Inc.

  Sept 2024 - now

  Senior Engineer