Dell Technologies
Oklahoma City, OK · Nov 2015 – Present
Principal Engineer
May 2021 – Present
- Dedicated Support Engineer for Fortune 100 financial institutions, ensuring stability and reliability of mission-critical infrastructure.
- Supported and maintained 10,000+ Dell VxRail hyper-converged infrastructure (HCI) nodes and over 15,000 Dell PowerFlex compute-only, storage-only, and hyper-converged nodes.
- Delivered expertise in VMware vSAN, Dell VxRail, and Dell PowerFlex software-defined storage solutions, including containerized workloads on Kubernetes.
- Partnered with VMware Technical Account Managers (TAMs) to align infrastructure health, stability, and performance with customer business goals.
- Advised and assisted Dell’s internal deployment, upgrade, account, engineering, and escalation teams, as well as customer DevOps and production teams, ensuring consistent success across deployment, operations, and incident response.
- Proactively identified systemic risks such as hardware degradation, capacity shortfalls, and firmware gaps, implementing preventative measures that reduced unplanned downtime.
- Advised, reviewed, and validated customer-specific documentation, runbooks, and best practice guides, ensuring clarity, accuracy, and operational efficiency across teams.
- Compiled and presented quarterly business reviews (QBRs) to senior stakeholders, translating technical performance into measurable business value and actionable insights.
- Served as a trusted advisor, influencing infrastructure architecture decisions and guiding adoption of emerging Dell and VMware technologies.
Senior Engineer
Nov 2019 – Nov 2021
- Managed production-impacting escalations as the senior escalation owner for VxRail environments.
- Lead root cause analyses and deliver comprehensive post-incident reports with actionable remediation plans.
- Administer and troubleshoot VMware ESXi, and vCenter environments to ensure stability and optimal performance.
- Led recovery efforts and coordinated cross-functional teams to implement preventive solutions.
- Authored detailed knowledge base articles and technical training materials.
- Mentored frontline engineers to improve diagnostic accuracy and case management.
- Led the resolution of critical thermal issues at BNY Mellon’s data center, leveraging log analysis to identify airflow deficiencies. The fix stabilized operations and earned customer trust, resulting in a request for me as their dedicated engineer.
Technical Support Engineer
Jan 2017 – Nov 2019
- Delivered ProSupport Plus, Dell’s highest level of support, to Fortune 100 and enterprise accounts.
- Provided end-to-end support across Dell’s hardware portfolio including Modular, PowerEdge, and emerging cloud infrastructure platforms.
- Supported diverse enterprise operating systems including VMware, Windows Server, Linux, and Nutanix.
- Served as the team’s Networking Subject Matter Expert (SME), resolving complex multi-layer issues across environments.
- Transitioned to the VxRail team, specializing exclusively in VMware HCI; recognized as a “VxRail Xpert” for technical excellence.
- Promoted to Technical Team Lead for outstanding technical knowledge, customer communication, and cross-team leadership.
- Trained and mentored new engineers; authored and maintained a central technical documentation repository to streamline case handling.
- Provided strategic guidance on critical customer escalations, collaborating cross-functionally with engineering and product teams.
- Promoted to Senior Engineer in recognition of significant technical contributions and leadership impact on team success.
Enterprise Tech Support Analyst
Nov 2015 – Jan 2017
- Delivered enterprise-grade support for PowerEdge servers running VMware, Linux, and Windows.
- Mentored new analysts and contributed to internal training.
- Recognized as a top performer and CCNA-certified networking SME.
- Selected for Early Life Support team to debug hardware issues with new generation PowerEdge hardware and to field the first support calls.