TECHNICAL SKILLS:

Operating Systems and Platforms: Microsoft Windows 2003, 2008/2008R2, 2012R2, /Windows 7, 10, Linux CentOS/Red Hat, VMware, Hyper - V, Citix KVM…

Software: Microsoft Office Suite, Visio, Microsoft Exchange, Active Directory, Share Point, Microsoft SQL Management Studio, Oracle RMAN, Cisco VPN Client, VMware vCenter-vSphere, Microsoft Hyper-V, AppAssure 5’ Replay4, Symantec Backup Exec, Symantec End Point, Salesforce CRM, Web Trends, Calix Net Fiber Solutions…

PROFESSIONAL EXPERIENCE:

Confidential

Software Engineer

Responsibilities:

• Product knowledge expert for Sales Team
• Help customers by simplifying complexity and engineering processes that save time and money
• Work with Acct. Executives and Sales Reps on sales opportunities
• Help make decisions to move forward or to end sales cycle based on evaluation of customer data
• Handle deep dive discussions onsite or remotely
• Identify and develop software/hardware solutions for data protection and disaster recovery
• Evaluate customer environment and processes to help determine best solution to eliminate pain points such as RTO/RPO. Assist customers in transforming current environment with newly engineered solution. This covers everything from scoping out new solutions to rollout and training
• Perform Software demo’s onsite and remote
• Once an environmental assessment has been completed, demo the proposed solution showing major features and their benefits that resolve current issues
• Perform POC’s (prof of concepts) onsite and or remotely
• Next steps after demo are to put proposed solution into action by a “Proof of Concept” or “Trial” of said solution.
• During this phase my goal is to prove that the proposed solution will work as described in the customer’s environment (best practice would ideally be a test environment and not the customer’s “production” environment).
• Provide technical support and training during testing phase
• Technical Support during testing POC phase
• Technical resource and subject matter expert for RFP’s
• Manage sales opportunities within Salesforce CRM
• Salesforce allows myself and the account owner to maintain updated notes for a given opportunity which is a must. This is done on a daily basis until the end of the sales cycle.
• Presenter at Marketing events
• Join Sales Reps at marketing events as the technical expert.
• Man booths and interact with event goers
• Give technical presentations
• Continued technical training
• Maintain base of knowledge while expanding that base
• Staying on top of the latest tech in the industry
• Taking and passing inside technical training which is an on going process

Software Support Engineer

Confidential

Responsibilities:

• Support AppAssure Replay4 backup software
• Answer incoming support calls, open cases, document, troubleshoot, escalate and close cases
• Perform disaster recovery, Bare Metal Restores to similar and dissimilar hardware, VM exports
• Troubleshoot network issues, help diagnose Hardware issues
• Support Exchange 2003/2007/2007 and SQL 2005/2008 backups and restores
• Provide the best customer support possible
• Built and configured Confidential work stations to be used in a restaurant/bar environment
• Setup small office network
• Managed printers on the network/thermal printers for Confidential
• Configured Confidential software
• Troubleshoot perform break/fix
• Install security cameras
• Replace end of life devices

Data Center Analyst

Confidential, Pittsburgh

Responsibilities:

• Built, configured and deployed user machines, printers and servers
• Answer incoming support calls, troubleshoot and resolve computing issues in a timely and professional manner
• Remote Install and configured various software products on user machines
• Manage Active Directory (create and manage new user accounts, goups)
• Manage print server, file servers, install and maintain printers on print server and user machines
• Troubleshoot printer issues, break/fix, work with vendors
• Network troubleshooting basic, Cisco VPN troubleshooting connection issues
• Blackberry setup and troubleshooting
• Use incident tracking software to document all computing issues
• Monitored server room (ensure proper temps, humidity), update server’s weekly, keep server room clean and safe
• Perform remote-hands requests for co-location customers,
• Test generators weekly, monitor UPS systems
• Respond to alerts on the server room floor, determine severity of alert, escalate and notify IT management according to procedure
• Manage and run daily and weekly backups, send offsite tapes to Data Management facility, perform data recovery

Level 2 Help Desk PC Support

Confidential, Pittsburgh

Responsibilities:

• Answered Help Desk tickets, troubleshoot to find solution to user's problem
• Printer troubleshooting and repair
• Configured and synchronized blackberry phones
• Image hard drives, configure new machines
• Retire end of life devices according to policy and procedure
• Work in a team environment, collaborate with other team members to help come up with ideas that would make our department stronger and more efficient

PC Technician

Confidential

Responsibilities:

• Installed signature capturing devices for all Confidential 's locations in the Pittsburgh area
• Removed End Of Life devices and installed new and updated firmware
• Ran diagnostics testing to insure device functionality
• Coordinated and directed work team to reach maximum efficiency

Help Desk

Confidential

Responsibilities:

• Directed some 14,000 students and faculty in daily Computer operation, hardware repair, virus removal, and re-formatting, network troubleshooting
• Performed customer satisfaction surveys to help identify strengths and weaknesses regarding Help Desk functionality; put together an action plan to improve efficiencies
• Provided excellent customer service
• Maintained a clean and safe work environment

PC Support

Confidential

Responsibilities:

• Installed and maintained hardware and software in computer labs
• Aided students and faculty with computer operations
• Maintain website