Dwayne Knapp

Background

About Dwayne Knapp

IT professional with extensive experience providing expert Enterprise support for Artificial Intelligence platforms, Search technology products and Surveillance/Media products. Supported customer use cases with AI platform to create workflows using Computer Vision models, LLM models (OpenAI GPT, Anthropic Claude, Meta Llama, and DeepSeek), text moderation models, audio transcription models and RAG (Retrieval-Augmented Generation). Supported a wide range of products simultaneously in the family of Core IDOL search technology, Connectors, Distributed Modules, and Interfaces. Reproduced customer scenarios, analyzed code and logs and used various tools to determine root cause of complex customer issues. Coordinated with Escalation Managers, Account Managers, Consultants, and Engineering to ensure correct and concise diagnosis of issues and action plan to move forward. Worked with Engineering teams to triage issues, submit Bug reports and Enhancement Requests, as well as test workarounds and fixes. Created knowledgebase articles, documentation, and training material. Led, trained, and mentored a globally dispersed team. Analytical problem solver with strong troubleshooting skills. A multitasker, who works well independently and prioritizes for tight schedules. Committed to continuous learning.