Steven Coin

Background

About Steven Coin

Support Engineer with extensive support experience on customers SAN Storage products over the telephone and email. Proven success delivering consistent service levels by exceeding customer expectations. Accomplished in storage/SAN setup, configuration, maintenance and hardware installation of support data center lab and Windows file server installation, setup, configuration, maintenance, repair and life-cycle management. My skills include: Analytical • Background in troubleshooting mass storage, StorNext filesystems, disk arrays, tape libraries and SANs • Identified and resolved hardware, software and SAN issues through analysis of logs files and replication testing • Discovered and resolved backup storage hardware, software and firmware class issues • Extensive knowledge of Windows, VMWare, Linux, AWS and Azure administration and maintenance • Ability understanding of Active Directory domains and ACL permissions • Detailed understanding of SCSI, Fibre Channel, SAS, SATA, iSCSI, NFS and FCoE protocols • Experience with troubleshooting, installing and maintaining major backup and archiving softwares • Skill with configuring and troubleshooting fiber channel, SAS and Ethernet switches • Created and implemented compatibility test plans for software, hardware, firmware & OS changes Communication • Assisted enterprise customers to determine needs in a technical support environment • Wrote and distributed field and customer service notes and white papers • Understanding of service and support infrastructures • Detailed knowledge of hardware and software life cycles • Created, implemented and communicated discontinuance product support plans • Responsible for OEM, reseller and support communication world wide • Worked directly with engineering to resolve customer found issues Organizational • Tracked and resolved multiple complex customer storage escalations simultaneously • Responsible for level support lab use, assets and configurations • Member of cross functional discontinuance team for technical marketing department Leadership • Led cross functional support personnel to resolve customer storage escalations • Designed, installed and maintained technical support storage SAN, tape libraries, disk arrays, switches and servers. • Provided field training worldwide for support tools • Supervised, trained and mentored employees in proper procedures and techniques • Initiated and led team projects