Michele Duffy
About Michele Duffy
Michele Duffy serves as the Principal Technical Customer Support Engineer at ExaGrid Systems, where she has worked since 2010. With a background in technical support and management roles at various companies, she specializes in Linux, networking, and backup applications.
Work at ExaGrid
Michele Duffy has been employed at ExaGrid Systems since 2010, serving as the Principal Technical Customer Support Engineer. In this role, she focuses on enhancing customer service delivery through the development and implementation of customer-specific action plans. Duffy contributes to the company's knowledge base by creating articles that assist both customers and colleagues. Her responsibilities also include providing remote training to customers, helping them with installations and ensuring they have the necessary support.
Previous Experience at EMC Computer Systems
Prior to her current role, Michele Duffy held several positions at EMC Computer Systems. She served as the Manager of the Centera Support Center from 2003 to 2007 and as the Service Development Manager from 2007 to 2009. Additionally, she was the Manager of the Information Safety Software Support Center from 2000 to 2003. In these roles, she managed support teams and contributed to the development of service strategies.
Technical Expertise and Skills
Michele Duffy possesses strong technical expertise in Linux, networking, and backup applications, including Veeam and BackupExec. She utilizes Salesforce.com for detailed case management, which includes documenting problem descriptions and resolutions. Her technical skills are complemented by her experience in developing customer-specific action plans, enhancing the overall service delivery process.
Educational Background
Michele Duffy studied at Boston University from 1982 to 1987, where she completed her degree. Additionally, she pursued further education at Quality and Productivity Solutions, focusing on enhancing her skills in quality and productivity management. This educational background supports her extensive experience in technical support and customer service.
Career History Prior to ExaGrid
Before joining ExaGrid, Michele Duffy held various positions in the technology sector. She worked as a Team Leader at Applix from 1995 to 1997 and as a Technical Lead at Thomson Financial from 1992 to 1995. These roles contributed to her development as a technical support professional and provided her with a solid foundation in customer service and technical leadership.