SUMMARY:

• Senior Support Engineer with twenty years of hardware and software administrative support roles. Specializing in high - end Linux data centers and cloud environments with an emphasis on backups, storage solutions, complex network environments and security troubleshooting that span out to global operations. Extraordinary ability to communicate analysis break down and complex configurations to beginner or advanced global customer base.

PROFESSIONAL EXPERIENCE:

Confidential, Mountain View, CA

Senior Storage Software Engineer

Responsibilities:

• Solutions not documented would be tested in a lab and delivered to the customer with a 95% compliance of customer SLA agreement.
• Worked exclusively with customers RHEL, OS X, Windows 7 - 10, Active Directory and NetApp appliances to enhance performance metrics which were reviewed through ESXTop and or Windows Performance Monitor program.
• Hypervisor diagnostic evaluations were collaborated with Confidential, Confidential
• Confidential and or Lenovo customer support staff when issue was not clearly defined by the Atlantis Storage solution.
• Contacted Citrix or VMware support staff to also determine performance orcomplex customer support tickets that spanned across multiple issues to help rule out the Atlantis Storage Solution and to help determine a root cause.
• Logged all bugs through a JIRA account and participated in online(Citrix Go-To-Meeting or Web-ex) customer meetings with back-line engineers until delivery of resolution.
• Filed and or tested new knowledge base articles using the Kentico software for internal and external user base.
• Updated support services group WIKI page with up-to-date internal procedures.
• Supported the latest versions of VMware ESXi(5.x - 6.x), VMView, Citrix XenCenter and XenServer(6.x) with the Atlantis Ilio and USX simple storage volume types that supported persistent or stateless virtual desktop infrastructure (VDI) deployments.
• Attended weekly support staff meeting to review Salesforce support tickets that address outstanding customer issues and or company continuous product improvements.

Confidential, Sunnyvale, CA

Customer Support Operator

Responsibilities:

• Coordinated data and provisioned application access for Google vendor managers world-wide that resulted in the creation of a finance or marketing project.
• Also coordinated with Google project managers IT operation specialists to ensure Google application access can be obtained at all times for vendor access.
• A Remedy type ticketing system was used to communicate to user base along with a bug tracking database to log all correspondence.
• Command line or user interface was used to add or remove the vendor base from application access and remove project out of active service.
• Communicated through chat, video chat and or virtual phone sessions to complete tasks in a timely manner to improve overall customer support metrics.
• Responsible for the rewrite of the customer support operator playbook.
• Trained new employees.

Confidential, Redwood Shores, CA

Senior Technical Support Engineer

Responsibilities:

• Specialized customer diagnosis of Oracle Unbreakable Linux, Solaris SPARC, X86, Red Hat 6.x and running on all Oracle/Sun hardware products and in the cloud.
• Supported the Ops Center product in the Oracle Cloud if customers needed help with login credentials, security, storage access, and Ops Center product performance.
• Coordinated with the Oracle Exalogic support team with all aspects of running and configuring the Ops Center product. Also had informal on the configuration of the bricks to understand where Ops Center could only run and create virtualization hosts and monitor physical hardware.
• Oracle bugdb was used to log, update or join tier three and or four customer conference calls to resolve bugs or work over customer enhancement requests.
• Submitted new defects or linked known defects through the Oracle bug database keeping customers informed of when a defect fix would be delivered as a temporary or permanent fix in the next OS release.
• Attended defect meetings to progress fix and or understand further research needed to document an unproven defect.

Confidential, Menlo Park, CA

Kernel Engineer

Responsibilities:

• Hired as a Solaris Kernel Engineer based off my experience working with Silicon Graphics IRIX Linux kernel with little or no supervision.
• Closed 800 customer tickets ( Confidential ) within two years that were considered backlog with or without a technical solution with little or no supervision and .
• Contacted customers, mostly by phone, to directly summarize and close support ticket.

Confidential, Mountain View, CA

Responsibilities:

• Maintained a supervisor role on a mid - day shift with four employees in a high-end supercomputing environment while averaging 100% completion of goals year after year. Participated in the growth of the NASA Ames Supercomputing facility from the ground up.
• Implemented program for high-end systems to my direct team and other technical teams.
• Wrote all technical documentation and procedures that were delivered for or operational procedures.
• Conducted weekly meetings with team that helped stream line daily operations.
• Skills for this job included: BASH shell script (CLI), ISO concept, OS X, RHEL, Solaris SPARC, LAMS ( database ), Storage-Tek Silo, Storage Tape Archive, SAN, Server backups, IRIX ( SGI Linux-based OS ), Complex Lan/Wan configurations, Cray/IRIX Super-computer HW/SW diagnosis.