Hello, I'm
Sydney Young

Technical Support Engineer III @ VMware by Broadcom

I provide expert technical troubleshooting and support for VMware Cloud Foundation Suite products, ensuring seamless operations for customers.

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About Me

I am a Technical Support Engineer III at VMware by Broadcom, where I provide ongoing technical troubleshooting and support for customers utilizing the VMware Cloud Foundation Suite product, encompassing vSphere, vSAN, NSX, and vRealize. I hold a BS in Computer Science from the University of Denver, and I am certified in Data Center Virtualization by VMware.

I am passionate about tackling challenges, solving problems, and assisting others. Within my first year at VMware, I achieved a promotion, completed an Escalation Engineer internship, and developed a comprehensive suite of knowledge base documents. I also offer mentorship and onboarding support to new support engineers, facilitating their seamless integration into the team.

I am always eager to learn new skills and technologies, and I am interested in exploring opportunities for collaboration and growth within the cloud and virtualization space. My goal is to leverage my expertise to contribute to innovative solutions and enhance customer success.

Experience

4+ years in Technical Support & Engineering, specializing in Cloud Foundation

Certifications

VMware Certified Professional - Data Center Virtualization 2024

Education

B.S. in Computer Science, University of Denver

Location

Aurora, Colorado, United States

Key Areas of Expertise

  • VMware Cloud Foundation (VCF) Suite
  • vSphere, vSAN, NSX, vRealize Troubleshooting
  • Technical Troubleshooting & Problem Solving
  • Knowledge Base Documentation
  • Mentorship & Onboarding Support
  • Escalation Management

Work Experience

My professional journey in technical support and engineering.

Technical Support Engineer 3 -VCF

VMware by Broadcom | Nov 2024 - Present

Currently providing advanced technical support for VMware Cloud Foundation products.

VMware Cloud Foundation Technical Support Troubleshooting

VMware Cloud Foundation Technical Support Engineer 2

VMware | Sep 2022 - Nov 2024

Provided ongoing technical troubleshooting and support for customers utilizing the VMware Cloud Foundation (VCF) Suite product, encompassing vSphere, vSAN, NSX, and vRealize.

  • Offered mentorship and onboarding support to new support engineers.
  • Managed case escalations with executive and political visibility.
  • Developed comprehensive public-facing and internal knowledge base documents.
  • Served as an Interim Escalation Engineer, assisting in complex case resolution.
  • Represented the team at VMware Explore for the VCF Expert Bar.
Troubleshooting Knowledge Sharing Mentoring

Technical Support Engineer

VMware | Jun 2021 - Aug 2022

Delivered frontline technical support and guidance to both technical and non-technical customers for vSphere products, including vCenter Server, ESXi, and Virtual Machines.

  • Conducted thorough analysis of device and application logs to diagnose and resolve technical issues.
  • Achieved promotion to Technical Support Engineer II within the first year.
  • Completed a 2-month Escalation Engineer internship.
vSphere Log Analysis Customer Service

IT Service Desk Intern

RTD | Jun 2019 - Sep 2019

Responded to user requests for assistance by initiating and updating database of incident report tickets; tracking open ticket activity and insuring timely resolution.

  • Analyzed, diagnosed, and resolved incidents associated with passwords, software, and business operations.
  • Assisted in the migration of all VDI machines from an old environment to a new one.
IT Support VDI Migration Problem Solving

IT Intern - Desktop Support

RTD | Jun 2018 - Sep 2018

Primarily installed hard drives and uploaded imaging software for handheld devices used to scan tickets for riders.

  • Drove RTD vans to various locations assisting with IT customer service and redeployment of units.
Desktop Support Hardware Installation

Intern - Information Technology Department

RTD | Jun 2017 - Aug 2017

Interned with the IT Department, primarily installing hard drives, redeploying units, and uploading imaging software for handheld devices.

IT Operations Device Management

Technical Skills

My expertise spans across various technologies and domains in IT support and virtualization.

Virtualization & Cloud

VMware Cloud Foundation (VCF) 95%
vSphere & vCenter Server 90%
vSAN 85%
NSX 80%
vRealize Suite 80%

Technical Support

Troubleshooting & Diagnosis 95%
Customer Service Management 90%
Log Analysis 85%
IT Escalation & Resolution 85%
Knowledge Base Creation 80%

General IT & Soft Skills

Problem Solving 95%
Mentoring & Onboarding 90%
Collaborative Work 85%
Linux 75%
Jira 80%

Other Skills & Technologies

Software-defined Data Center (SDDC) Infrastructure Solutions High Pressure Environments Cloud Applications Case Management Client-focused Teamwork Communication Spanish (Limited Working Proficiency)

Get In Touch

Have a question, opportunity, or just want to connect? I'd love to hear from you!

Contact Information

Location

Aurora, Colorado
United States

Working Hours

Generally available during US business hours.

Connect with Me