Technical Support Engineer at VMware
Toronto, Canada Area
- Current
-
- Technical Support Engineer at VMware
- Past
-
- Technical Support Specialist at Managed Network Systems
- Lighting Technician, Technical Lead at Villanova Festival Theatre
- Education
-
- University of Windsor
- St. Clair College
- Connections
-
27
connections
- Industry
- Computer Software
- Websites
Alan Castonguay’s Summary
With a customer-facing technical support background spanning four years, I am currently employed by VMware Inc. (since September 2007) as a Technical Support Engineer in the Fault, Storage, and SDK teams, part of the Global Support Services arm of VMware.
My career is dedicated to supporting and improving usability of enterprise-scale systems. I am a firm believer in transparency and accountability both in people and the systems they build. Open and clear communication is key to the success of any project, and has yielded many rewarding opportunities for cross-functional teamwork.
Alan Castonguay’s Specialties:
Risk management, business continuity, scalable architecture, customer support, root-cause analysis, postmortem, troubleshooting, LAMP (Linux/Apache/MySQL/PHP) framework, PHP, AJAX, HTML, web application design, VMware ESX, iSCSI, fibre channel, technical writing, DSL, DMX signaling, stage lighting
Alan Castonguay’s Experience
-
Technical Support Engineer
VMware
(Public Company; VMW; Computer Software industry)
September 2007 — Present (2 years 4 months)
Provide Enterprise customer support for VMware's flagship products across the Americas. Resolve customer technical issues through diligent research, reproduction and troubleshooting utilizing cross-functional skills. Authorship of knowledge base articles for effective collection and sharing of information internally and externally. Specialist in postmortem root-cause analysis of outages and API integration.
-
Technical Support Specialist
Managed Network Systems
(Internet industry)
December 2004 — September 2007 (2 years 10 months)
Delivered phone-based customer technical support to a diverse customer base
PPP Dialup and PPPoE DSL setup and troubleshooting for users of MacOS7-X, various Linux distributions, and all versions of Windows
Troubleshooting OS and WAN networking problems, including firewalls or broken network stack in OS
Responsible for minor updates of public website
Spearheaded internal technical documentation organization with Mediawiki
Assisted in planning of tech support department's groupware server migration -
Lighting Technician, Technical Lead
Villanova Festival Theatre
(Performing Arts industry)
September 1998 — May 2002 (3 years 9 months)
Managed team of audio, lighting and stage technicians
Professional conduct with clients in a live theatrical setting
Maintained lighting, sound equipment, including inventory, cleaning and repairs
Decision making and critical performance under pressure and deadlines
Alan Castonguay’s Education
-
University of Windsor
Computer Science 2005 — 2007
-
St. Clair College
T861 , Computer Science Networking , 2002 — 2005
Additional Information
Alan Castonguay’s Websites:
Alan Castonguay’s Interests:
programming, photography, apis, systems design, scalability, new technology
Alan Castonguay’s Groups:
VMware Certified Professional
-
VMware Certified Professional (VCP)
Alan Castonguay’s Honors:
Participated in the Sears Drama Festival in 2002, Provincial Showcase as a lighting operator.
Alan Castonguay’s Contact Settings
Interested In:
- reference requests
- getting back in touch
