Tom
O'Loughlin

Leading customer success initiatives for an AI-powered, all-flash storage platform handling structured and unstructured data at scale.

Leadership

• Architected and executed US Citizen / US Soil Federal on-call rotation program
• Established Subject Matter Expert (SME) framework with defined KPIs and career progression paths
• Led cloud support strategy development with measurable performance metrics
• Drove cross-departmental initiatives to enhance team capabilities and customer outcomes

Technical Delivery

• Serve as technical escalation point for strategic customer accounts, maintaining high satisfaction scores
• Lead defect investigations through data-driven root cause analysis and collaborative engineering sessions
• Mentor engineers on complex cases to reduce time-to-resolution metrics
• Conduct in-house reproductions to minimize customer disruption during issue investigation

Customer Engagement

• Facilitate technical consultations via video conferencing for architectural reviews and issue resolution
• Participate in extended coverage rotations during critical periods

Delivered technical support for a scale-out NAS platform specializing in massive-scale file data management.

Core Responsibilities

• Provided deep expertise in Linux networking, NFS, and SMB protocols for enterprise-scale deployments
• Conducted real-time troubleshooting using packet captures, enhanced logging, and live system analysis
• Maintained personal lab environments (Active Directory, LDAP) for rapid issue reproduction
• Engaged with customers via Slack, screen-sharing platforms, and voice for air-gapped / secure sites

Technical Contributions

• Developed Bash automation scripts to accelerate issue triage and resolution
• Collaborated with engineering teams to ensure product quality and customer satisfaction
• Performed offline analysis of complex protocol-level issues requiring deep packet inspection

Subject matter expert for the Dell EMC Isilon / PowerScale scale-out NAS platform.

Training & Development

• Selected for 9-person pilot program transitioning from EqualLogic to Isilon (Sept 2017)
• Designed and delivered hands-on lab curriculum for 15+ engineers, drastically reducing ramp-up time
• Created vSphere lab environments with supporting infrastructure (AD, DNS, NIS, LDAP) for team use

Technical Excellence

• Drove NFS protocol and authentication/authorization escalations to resolution
• Led cross-BU project migrating multi-VM diagnostic toolset from iSCSI to NFS-backed infrastructure
• Recipient of multiple "Inspire" awards for customer escalation handling and team mentorship

Level 3 escalation engineer for EqualLogic iSCSI SAN platforms serving a global enterprise customer base.

Escalation & Support

• Provided Tier 3 support on 4×10 schedule (Sun–Wed, 2nd shift) for global customer base
• Performed full-stack triage of iSCSI ecosystems (compute, network, storage)
• Direct customer engagement via phone, email, and WebEx for critical issues

Infrastructure & Automation

• Administered mission-critical Oracle Enterprise Linux infrastructure for global Tier-1 services
• Developed performance testing frameworks using diskspd and vdBench
• Implemented version control (SVN, Git) for support tooling and scripts
• Created triage automation reducing mean-time-to-resolution and improving customer satisfaction

Team Development

• Delivered Linux proficiency training to local and remote engineering teams
• Mentored junior engineers and new hires on troubleshooting methodologies
• 9-time recipient of Individual Performance awards

Technology consulting firm serving home users and small businesses.

• Designed and implemented custom infrastructure solutions for a diverse client base
• Served as single point of contact for comprehensive technology needs
• Authorized reseller for avast! Security software (MA, ME, NH)
• NETGEAR beta tester for networking hardware and firmware

Sole technology and security leader for a not-for-profit healthcare analytics organization.

Infrastructure & Security

• Designed and maintained VMware ESX 4 environment with 24TB EqualLogic iSCSI storage
• Administered Red Hat / CentOS Linux servers including hardening and open-source integration
• Managed Checkpoint NGX R65 firewall cluster, IPSec/SSL VPN, and IPS infrastructure

Compliance & Operations

• Designed secure file transfer process for Meaningful Use Phase 1 Certification
• Ensured HIPAA-compliant handling of protected patient data
• Supported all business units with technology research and deployment