Duncan Harris

Enterprise Support engineer working with critical infrastructure at Pure Storage, Infoblox, MobileIron and Apple. Numerous Fortune 500 customers. Consistently exceptional customer satisfaction metrics. Troubleshot and diagnosed complex problems and interfaced with Engineering to provide timely solutions. Designed, built and launched processes and tools to streamline support workflows.

Work Experience

Support Engineer

Pure Storage

Worked with PSEs and PoC customers to deploy test features.
Maintained on-premises installations of pre-release product.
Lead investigations into multivariate issues, coordinating multiple resources to mitigate root causes.

2017 ~ Present

Support Engineer

Infoblox

Developed documentation wiki to document and track support tools.
Worked to improve internal documentation for Infoblox products.
Work with customers on complex technical issues with DHCP, DNS, and IP address management.

2014 ~ 2017

Support Engineer & Force Multiplier

MobileIron

Developed tools for log analysis and testbed deployment that are being productized.
Maintained 95% customer satisfaction while answering most tickets within four hours.
Trained and mentored support engineers.

2012 ~ 2014

Apple Technical Support - Enterprise

Apple Inc

Developed and presented support training on emerging technologies including MDM and Exchange integration.
Supported Apple’s largest customers on clusters, device management and servers.

2006 ~ 2012

Apple Technical Support - General

Apple Inc

Authored utility to build RSS feed of Knowledge Base articles inspiring the official feed.
Achieved consistently high customer satisfaction scores.

2003 ~ 2006

Professional Experience

Customer Service

Best-in-class customer service and communication skills inculcated and developed at Apple.

Expert ~ 11 years

Scripting

Extensive Bash shell scripting with PHP and Python knowledge. My projects include log analysis, automation, and data parsing.

Expert ~ 11 years

Troubleshooting

Understand, isolate, and repair complex and multifaceted issues spanning device/server, OS, and applications interactions.

Expert ~ 11 years

Process & Tool Development

Optimized workflows by building tools to enable faster response times, better reporting and improve quality.

Advanced ~ 5 years

Other Skills

MySQL, PHP, Bash scripting, macOS, iOS, macOS Server, Linux, AppleScript, Apache, iptables, Android, MobileIron VSP, Sentry, NIOS, and Cloud

Experience Varies

Certifications & Education

MobileIron University

2013

MobileIron Advanced Administration

I assisted in development of and was one of the first to take MobileIron's Advanced Administration course. This covers a wide range of device management tasks.

Personal Development

2007 ~

Independent education

As an autodidact I constantly seek out new and better ways to assist myself and others. I'm self-taught on Bash shell scripting and am learning Python.