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Work Background
res•cued Sanctuary For AnimalsDirector
Jun. 2018Florence, TexasI serve as an unpaid member of the Board of Directors for "res•cued Sanctuary for Animals" a farm animal sanctuary. I currently serve as the secretary and treasurer on the board. I am also responsible for the technology (currently just the website) that is used and caring for the physical location (54 acres North West of Austin TX)
Principal Support Engineer 1
AtlassianPrincipal Support Engineer 1
Dec. 2014Austin, TXAt Atlassian, I am responsible for orchestrating technical support for the company’s largest clients of Bitbucket Server and Data Center. I consistently resolve technical issues and Bitbucket escalations for AMER based clients, and deliver expert user support, serving as an integral member of the Enterprise Support team. I serve as liaison between the Developer and end users, bridging the gap, and communicating effectively with both technical and non-technical audiences. A few of my accomplishments include: ★ Spearheaded development and implementation of new tools in Python and Bash that reduced manual log file analysis from numerous days to under five minutes. ★ Pioneered the Premier Support Engineer role for Bitbucket, serving as the first-ever member of the organization’s Dev Tools team. Contributed to building the team to 44 Engineers globally. ★ Consistently achieved Top 3 in number of cases closed annually, closing an average of 300+ cases. ★ Successfully developed a process for generating load of Git processes, designing a new tool in Bash that has been adopted by numerous clients to test NFS performance. ★ Developed a Bitbucket plugin to eliminate repository delete events. ★ Also developed a Python 3.6 script to add or remove branch permissions to all repositories the user is authorized to access. This script automated the process, saving several minutes per repository.
Technical Account Manager
Hewlett-PackardTechnical Account Manager
Jan. 2012 - Oct. 2014Austin, Texas, United StatesAs Technical Account Manager, I built long-term, positive relationships and delivered solutions selling techniques, ensuring customers were taking full advantage of products and services offered by Hewlett-Packard (HP). I was continually recognized for delivering exemplary service, and transforming unsatisfied customers into delighted customers. Once, I turned around a negative customer relationship into a positive one and was recognized with numerous letters of appreciation. I also kept this particular client from leaving and contracting with a different vendor. I was also responsible for onboarding other Technical Account Managers, and provided training to technical support teams in the US and Costa Rica. A few of my key accomplishments included: ♦ Delivered keen technical acumen and software development support, contributing to the development of a LoadRunner Certification exam. ♦ Contributed to more than 20 Performance Center and 10 Quality Center upgrades. ♦ Developed a script that was imported to 20K users from LDAP into Quality Center, and refreshed all changes daily, saving a well-known insurance company more than 10 hours per week in manual updates. ♦ Facilitated and led performance center training for 500+ users.
Senior Software Support Engineer
Hewlett-PackardSenior Software Support Engineer
Jun. 2009 - Mar. 2012Denver, Colorado, United StatesAS Senior Software Support Engineer, I delivered exemplary customer service and technical support to HP customers on Performance Center and LoadRunner. I also trained and coached new team members, and delivered in-depth technical support to colleagues. A few of my key achievements included: ► Developed and executed strategies to consistently meet or surpass business objectives, and was recognized as Top Case Closer for LoadRunner/Performance Center cases. ► Facilitated and delivered training on the use and administration of Performance Center and LoadRunner for new hires.
Senior Consultant
Hewlett-PackardSenior Consultant
May. 2008 - Jun. 2009United StatesI served as a consultant, helping new and existing HP customers on a global level; supported customers with complex load testing, Performance Center and Quality Center implementations, upgrades, and training engagements. I was also responsible for managing difficult, complex, and time sensitive situations; promptly resolving customer issues within the requirements and limits of Statement of Work (SOW, and delivering an exceptional customer experience. A few of my key accomplishments included: ■ Strategized to reduce upgrade times for Performance Center from days to hours. ■ Planned, coordinated, and successfully executed an upgrade of eight different instances of Quality Center 8 into a single instance of Quality Center version 10 for a key customer.
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