SUMMARY

• Over fifteen years of proven experience in IaaS, SaaS and PaaS support. Incident, problem & change management and organizational leadership.
• Self - aware results focused IT Manager leading productivity in new and existing teams with renewed focus on stability, risk and control, security, standards, and people management and leadership.
• As an incident manager, owned issues from start to finish with customer-centric focus, drives issues to resolution with immediate analysis of high impact issues to prevent reoccurrence.
• Knowledge of industry backup, NAS & SAN technologies. Some knowledge of ITIL, ITSM best practices & methodologies for incident, change and problem management.

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

Backup Support Shift Manager

Responsibilities:

• Managed a local team of engineers to support the global backup infrastructure, incident and escalation management process.
• Managed resources on high priority Incidents across Confidential footprint while partnering with all lines of business and technical teams to triage and mitigate high impact incidents
• Handled alerts from high availability applications and take pre-emptive measures to prevent impacts to production, often updating runbooks and suggesting process improvement to AD teams.
• Managed relationships with key partner organizations including Data Center Operations, Level 1/2/3 Operations, LOB support teams, AD support teams, Vendors and other GTI support organizations.
• Be the point of contact person to LOBs during high impact incidents in adherence to Time to Recovery (TTR) and SLA requirements.
• Daily attended technical bridges with technology teams to drive resolution of incidents and provided timely communication to stakeholders on status and impacts of major incidents.
• Responsible for monitoring and completing all incoming backup and restore incident/EURCs and service request in accordance to the required SLAs.
• As a leader, developed and retained talent to build high performance teams, offering support in professional development, mobility opportunities, and coaching in technical and soft skills.
• Supported Problem Management and Root Cause Analysis (RCA) team’s efforts in identifying direct and contributing root causes and worked with resolvers to develop a risk remediation strategy for process improvement focused on reducing impacts and preventing reoccurrence of issues.
• On-board and trained new team members, delivered all access request and created documentation so that new staff is able to immediately add value to the organization.

Confidential, Houston, TX

Storage Consultant

Responsibilities:

• Managed, monitored, updated, troubleshoot and maintained Data Domain products, incident and change management functions associated with daily operations.
• Created best practice documentation and troubleshooting guides for cross training operations team.
• Resolved production trouble tickets from queue (Peregrine Service Central), taking the lead on issue ownership and resolution for Confidential infrastructure assets and business applications.
• Provided L2 support for enterprise Netbackup storage platform in a UNIX and Windows environment.
• Maintained tape libraries (SL 8500 & IBM 3290) and Data Domain (DD860 & DD890) disk backup solutions via SLP, VTL and OST/DDBoost designs.
• Examined and provided recommendations to improve backup and restore speeds, SLP Deduplication and replication technologies.
• Knowledgeable in various storage and SAN switches platforms (Data Domain, NetApp, Brocade and Cisco MDS) technologies.
• Recommended methods and strategies to improve performance, scalability and availability.
• Generated reports on Storage and System performance using NOM, Aptare, BMC Remedy discovery, Nagios & SCCM to provide visibility of backup completions, application performance, forecasting and alerting.
• Updated asset information in CMDB, scheduled and performed hardware upgrades.
• Assisted senior engineers in documenting system architecture, configuration, and monitored support functionality.
• Monitored systems and processes for reliability and uptime, and resolve issues as they arise.
• Onsite Confidential /Data Domain Resident Engineer and escalation point of contact.

Confidential, Orlando, FL

Backup and Recovery Engineer

Responsibilities:

• Monitored and cancelled or suspended NetBackup and Data Domain jobs.
• Run and automated daily, weekly and monthly reports.
• Run and monitored restore jobs.
• Participated in scheduled recovery tests
• Evaluated media status to determine frozen, suspended, and expired media; redistribute media as required.
• Managed media rotation project and media utilization by tracking physical media locations.
• Managed backup images, including duplicating, verifying, expiring, and importing backup images.
• Monitored disk and tape capacity and utilization.
• Analyzed current performance and fine-tuned where necessary.
• Optimized the backup system performance using multiplexing, multi-streaming, and scheduling.
• Diagnosed and troubleshoot failed jobs
• Interpreted status codes and identify remediation activities
• Troubleshoot devices and media
• Performed additional data protection related activities and responsibilities as required by management.

Confidential, Scottsdale, AZ

Systems Engineer

Responsibilities:

• Managed, monitored, updated, troubleshoots and maintained enterprise IT infrastructure to insure maximum uptime for production, development, and test environments and critical applications via BMC Remedy & Nagios tools.
• Maintained Windows 2008 & 2010 Servers, Exchange cluster, Enterprise File servers, SQL Clusters, Active Directory and mission critical enterprise applications.
• Managed production trouble tickets in Remedy queue, by taking the lead on issue resolution and ownership for both IT infrastructure and business applications.
• Provided support for enterprise Netbackup storage platform and troubleshoot problems as they aroused. Maintain tape library (Quantum I-80 Tape Library) and Data Domain (DD660) disk backup solution at SunGard Data Center and manage Iron Mountain tape rotation schedule for DR.
• Examined and provided recommendations to improve backup and restore speeds.
• Recommended efficient and flexible configuration of tape and disk storage units.
• Recommended methods and strategies to improve performance, scalability and availability using BMC Remedy Discovery tool.
• Examined current and projected loads and data growth for the purpose of capacity planning.
• Performed infrastructure maintenance, upgrades, patching & other operational tasks.
• Monitored systems and processes for reliability and uptime, and resolved issues as they aroused.
• Provided recommendations on DR operational training.

Confidential, Scottsdale, AZ

Disaster Recovery Engineer

Responsibilities:

• Under the direction of management, performed daily backup and restore duties in customer and production environment.
• Evaluated if Go Daddy customers were getting the most out of the hardware and software deployed, considering network, server/storage hardware and tape operations.
• Analyzed the existing environment and performed DR operational reviews. The goal was to ensure that enterprise backup environment were running optimally and setup to best practices.
• Examined backup flaws and provided recommendations to re-engineer them as dictated by Customers and Lines of Business.
• Examined and provided recommendations to improve backup and restore speeds.
• Made recommendations for architectural improvement based on reliability gains and projected growth and profit. .
• Worked on project teams, delivering on key project milestones, and communicating effectively with a wide variety of people.
• Designed, implemented and supported enterprise backup solutions for Go Daddy customer and production environments.
• Produced detailed designs and cost estimates for backup & storage solutions, adhering to current architectural standards.
• Engaged LOBs on projects to elicit storage requirements, specifications and defined project scope.
• Researched and implement master & media server management tools and utilities.
• Developed and documented DR operations and monitoring processes and procedures.
• Researched and test DR products and tools to maintain currency and enhanced functionality.
• Provided Level 3 diagnosis and advanced troubleshooting when required.

Confidential, Atlanta, GA

Storage/Backup Administrator

Responsibilities:

• Administered NAS environment (NetApp R200), and Backup infrastructure.
• Participated in scheduled off-hours service outage upgrades. Provided support for enterprise backup environment, including Netbackup infrastructure, tape library and SAN technologies.
• Communicated issues clearly to business and technical groups within the company. Ensured storage availability, functionality, security, and performance for multiple locations.
• Performed capacity planning: monitor and fine tune NAS hardware and software for high availability.
• Proven deployment of Storage/Backup and Business Continuity projects.
• Administered a Disk-to-Disk backup solution, diagnosed and resolved NDMP issues. Projected quarterly needs for tape media and SAN/NAS space allocation and budget accordingly.
• Managed snapshot capabilities to ensure recoverability objectives are met
• Generate reports on Storage and Backup performance using NOM, Aptare, and BMC Remedy discovery, Nagios & SCCM to provide visibility of backup completions, performance, forecasting and alerting.
• Monitored data replication from primary to secondary data center.
• Troubleshoot and diagnose complex problems redolent to backup failures and performance.
• Conducts routine audits of all backup systems through test restorations for compliance with established standards, policies, configuration guidelines and procedures. .
• Assisted with disaster recovery procedures and planning strategy. Handle day - to-day activities associated with storage administration.
• Responsible for server builds, server-side software patching, and infrastructure equipment upgrades. This includes, infrastructure planning, system monitoring, contingency planning, business continuity, security, performance tuning, software’ distribution, connectivity and’ production support.