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Senior Technical Service Delivery Specialist Resume

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Philadelphia, Pa

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SUMMARY:

  • Unix and Windows End User Support Professional
  • Help Desk Support
  • SAN configuration and troubleshooting
  • Cisco Certified Professional
  • Extensive customer service, account and project management
  • Extensive mentoring of field technicians on system products/diagnostics
  • Effective organizational skills and flexibility to adapt to evolving environments
  • Create and update technical library for Unix support staff
  • Deploy systems for Disaster Recovery
  • System recovery via Managed Recovery Procedures and custom scripts
  • Certified Sun/Solaris professional

TECHNICAL SKILLS:

  • Microsoft Active Directory 2008R2; Windows XP; Windows 7; Windows 8; Windows 10; TCP/IP;
  • SAN Brocade configuration; RAID; VMWare; ISDN; AS400; StorageTek; Confidential ; Cisco Networking; Sun Solaris 7,8, 9, 10& 11; Confidential -UX 11.23 & 11.31

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, Pa.

Senior Technical Service Delivery Specialist

Responsibilities:

  • Participate on customer con calls and Skype sessions to discuss software and hardware requirements for upcoming Oracle/Sun Disaster Recovery tests.
  • Create custom customer-focused solutions for wide array of Fortune 500 clients.
  • Document custom configuration referencing the customer’s requirements, and posting final test solution to Sungard online database.
  • Engage in pre-test setup and configuration for Oracle/Sun and Confidential -UX environment; occasionally building custom file systems.
  • Execute Managed Recovery Procedures for Sungard Oracle/Sun and Confidential -UX customers.
  • Successfully support Sungard Customers during Disaster Recovery tests, keeping fellow team members and management informed of any issues.
  • Create, maintain, and update technical database for Oracle/Sun and Confidential -UX platforms.
  • Configure Confidential 3584 and Oracle/Sun SL8500 libraries for use in DR tests.
  • Monitor Oracle/Sun and Confidential -UX hardware health, diagnosing potential issues, and creating tickets with the Technical Field Services group when needed.
  • Configure Storage to meet customer expectations on Confidential, EMC, and HDS San environment.
  • Customize Brocade Network Advisor for SAN (BNA) to enable connectivity to Sungard Hot-site servers, and occasionally to customer owned equipment.
  • Participate in Post test calls to discuss any issues encountered during testing. Provide root cause analysis, and observations and recommendations for process improvement.
  • Consistently maintain open communications with Sungard management, staff, and customers.

Confidential, Mount Laurel, NJ

SENIOR FIELD SUPPORT ENGINEER

Responsibilities:

  • Log Analysis
  • Action Plan Development
  • Break Fix on SUN/STK computers/libraries for Confidential Data Centers
  • Analyzed National Confidential Tickets for SLA adherence
  • Mentor contractors on Confidential and ticketing procedures 2011 - 2012 Confidential

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