Richard Downes

Experience

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  Digital Equipment Corporation (USA)

  Aug 1983 - Apr 1993

  Senior Field service Engineer

  Sarted as Lab Technician progressing to Senior Field Engineer for VAX and PDP11 systems specializing in VAX clusters

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  IT solutions

  Apr 1993 - Jun 2000

  Senior Field Service Engineer

  Senior Field Service Engineer for Alpha, VAX, PDP11 systems and storage disk, tape

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  HP

  Jun 2000 - Apr 2006

  Senior European Hardware Support Specialist

  Senior European Hardware Support Specialist for Alpha, VAX, PDP11 systems and disk, tape storage

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  Dell

  Apr 2006 - Nov 2016

  Heavily involved with the migration of NetVault support from UK to Ireland, supplying training and Bringing the new engineers up to speed on netvault, NetVault plugins and SmartDisk.Assisted with the integration of DR duplication device into NetVault and verification of the solutionSupply support input to development triage meeting to make sure the bug fix priority were set to level that reflected the customer impact seen by support. Quest Software is now part of DellPromoted to Technical Product Specialist - Senior Advisor Took lead role for the netvault NDMP plugin for backing up Network attached storage (NAS) filers such as NetApp, Dell FluidFS, Dell Compellent, EMC VNX series and OnStor.Passed VMware certification Helped with rollout and QA testing of VMware backup pluginDelivered course to engineers for VMware plugin and Bare Metal Recovery plugin

  • Technical Product Specialist - Senior Advisor

    Aug 2012 - Nov 2016

  • Senior Technical Support Engineer

    Apr 2006 - Aug 2012
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  Quest Software

  Nov 2016 - Mar 2021

  Technical Product Specialist - Senior Advisor

  Quest (TUPE from DELL) Dell software become QuestSenior Technical Support Specialist at Quest Software in data protection providing third level support for EMEA Technical Support Specialist and customers. Working closely with Sales Engineers, Account Managers, product management and developmentSupporting network backup solution NetVault and plugins on Windows, Linux and UNIX environments. Supporting all 20 NetVault Backup Plugins include SQL and oracle databases on both Linux and Windows, NDMP NAS filer backups, Exchange, Office 365, Windows, Linux FileSystem, Active Directory and VMware Environments. Supporting NetVault SmartDisk deduplication software.Supp0rting DR Series and QoreStor Linux based deduplication devices attached to NetVault.Supplying technical assistance to sales engineers Responsible for EMEA escalations to development for support team of 6 Reduced escalation to development by 30% Account managed hot sites Helped with development of 0ffice 365 plugin Show less

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  Amazon Web Services (AWS)

  May 2021 - Jun 2022

  Technical Support Engineer
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  Amazon Fulfillment Technologies & Robotics

  Jun 2022 - Feb 2025

  Product Support Engineer

  Product Support Engineer L5 • As Product Support Engineer L5 my main role is to supply support for Amazon’s robotic technologies using OEE to measure the availability and quality of the robots while processing packages, totes and pallets. • To achieve this analysis of fault codes, messages pulled from Database using SQL queries is required. Which allows determination of which fault cause the most down time and intern enable mitigation of faults seen dependant on critical nature of fault and down time caused during working day. With this data automated tickets can be cut to maintenance engineers to make recommended changes. • I have created River Fault analysis tool which enables maintenance engineers to fix faults dependant on fault codes received from the Robot/conveyor systems used. Java script Code changes are updated to git repository from AWS development Linux development system. The River tool also give escalation option to create ticket for technical support. • Work with AWS team to mitigate technical issues reported via alarm when thresholds are breached. These can relate to hardware issues on Robotic cells and communication issues between Robotic cells and AWS infrastructure that control the Robotic processes for movement of packages and totes. Show less