Delane Jackson
Santa Clarita
Summary
Dynamic Principal Product Support Engineer at F5 Networks with expertise in network administration and technical solution development. Proven track record in enhancing customer satisfaction through effective troubleshooting and relationship management. Skilled in documentation preparation and project coordination, driving product improvements and supporting sales initiatives. Committed to delivering high-quality results in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Principal Product Support Engineer
F5 Networks
06.2021 - Current
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Managed customer relationships by delivering prompt responses to questions.
- Supported electronic product manufacturing by drafting designs for analog and digital circuits.
- Escalated complex problems such as [Core File Dumps] to Product Developers for resolution.
- Maintained quality and accuracy from solution implementation to delivery.
- Drafted clear technical documentation, detailing product design specifications.
- Recommended solutions, built custom proposals, prepared supporting information and delivered presentations to boost sales.
Enterprise Network Engineer
F5 Networks
09.2013 - 06.2021
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Provided network support services for devices such as switches, routers, and other hardware.
- Performed troubleshooting and packet analysis.
- Developed network test and validation processes to maintain alignment with solution design.
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
- Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
- Acquired and maintained advanced knowledge of networking protocols.
- Collaborated with engineering to report issues, manage project deliverables and provide status reports.
- Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
- Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
- Troubleshot complex multi-vendor network service provider issues.
Queue Lead
F5 Networks
09.2012 - 09.2013
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed the queues of various support teams to aid in providing the best customer experience
- Provided professional services and support in a dynamic work environment.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
Sr Network Support Engineer
F5 Networks
09.2009 - 09.2013
- maintained and supported network and voice-related hardware, software and communication links for design.
- Drafted post-mortem documentation analyzing instances of network system failures and detailing required steps and methods to ensure quicker future resolutions.
- Remotely analyzed and diagnosed complex network faults for VPN or other Remote Access end-users, recommending and implementing corrective measures.
- Created VPN infrastructure and allowed for secure remote connections.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Network Support Engineer
F5 Networks
09.2006 - 09.2009
- Analyzed and Troubleshot Remote Access failures via zoom meetings or over phone conversations providing personal and specific customer service
- Supported users in setup and configuration of Remote Access
- Ensured customers have high level of security through remote access
- Ensured end users identity is secure through secure methods of Authentication and Authorization
- Documented post-morten complex designs
- Communicate effective troubleshooting techniques with team members
- Investigated and corrected configuration problems
Computer Operator
King County Library System
03.2001 - 09.2006
- Generated reports covering details about data, system operation, and error monitoring.
- Maintained spreadsheets of data across multiple systems.
- Reacted calmly during times of highly stressed or emergency situations.
- Processed requests for service from internal and external customers.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided basic end-user troubleshooting and desktop support.
- Established and maintained relationships with software vendors.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with other departments to identify and solve software issues.
Education
Computer And Information Systems
City University of Seattle
Seattle, WA04-2004
Skills
- Network administration
- Software debugging
- Software development
- Hardware support
- Software installation
- Training and mentoring
- Documentation preparation
- Technical solution development
- Schedule coordination
- Proposal coordination
- Product sales support
- Product improvements
Timeline
Principal Product Support Engineer
F5 Networks
06.2021 - Current
Enterprise Network Engineer
F5 Networks
09.2013 - 06.2021
Queue Lead
F5 Networks
09.2012 - 09.2013
Sr Network Support Engineer
F5 Networks
09.2009 - 09.2013
Network Support Engineer
F5 Networks
09.2006 - 09.2009
Computer Operator
King County Library System
03.2001 - 09.2006
Computer And Information Systems
City University of Seattle
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