John Ahern

Experience

• 

  VMware

  Jan 2014 - Dec 2015

  Technical Support Engineer

  Troubleshooting hardware related issues.Troubleshooting 3rd party application integration.Performance troubleshooting.Linux command-line skills and shell scriptingExperience in customization of Windows and/or Linux operating systemsExperience with Multiple Servers Vendors (Dell, HP, IBM et al)Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problemsParticipate in testing of and supporting beta products, Assist customers with Root Cause Analysis on all issues however small as a proactive support practice Understands when an issue requires appropriate technical or managerial escalationWork directly with other cross-function teams and vendors to resolve problemsProvide training and assistance to junior staff Show less

• 

  Trend Micro

  Jan 2016 - May 2024

  Responsibilities include : o Work with customers to understand their usage of products and communicate that understanding back to internal teamso Connect customers with product development teams and other internal teams as required to facilitate direct feedbacko Organize and maintain strategic product operations projects on behalf of Product Ownerso Engage directly and support strategic sales opportunities to help drive a positive outcome through inter-department coordination and sharing of in-depth product knowledgeo Perform updates to the field on product/service strategy on a regular cadence so that the field is informed of what is to come and can provide feedback Show less Responsibilities include : o Work with customers to understand their usage of products and communicate that understanding back to internal teamso Connect customers with product development teams and other internal teams as required to facilitate direct feedbacko Organize and maintain strategic product operations projects on behalf of Product Ownerso Engage directly and support strategic sales opportunities to help drive a positive outcome through inter-department coordination and sharing of in-depth product knowledgeo Perform updates to the field on product/service strategy on a regular cadence so that the field is informed of what is to come and can provide feedback Show less

  • Senior Product Manager

    Apr 2024 - May 2024

  • Product Operations Manager

    Feb 2022 - Apr 2024

  • Senior Customer Support Engineer - Pro Support

    May 2021 - Feb 2022

  • Technical Support Manager

    Dec 2017 - Apr 2021

  • Customer Support Engineer Hybrid Cloud

    Jan 2016 - Dec 2017