Storage Support Engineer Resume

OBJECTIVE

Obtain a technical support role that utilizes and grows my technical knowledge in a team environment.

TECHNICAL SKILLS

OS/Environments: AIX, UNIX, Sun Solaris, Linux, Win2k, Windows, Cisco, Juniper,. Confidential Data Ontap

Networking/Protocols: TCP/IP, Ethernet, DNS, FTP, FCP, ISCSI, CIFS, NFS, RAID

Hardware: Sun, Cisco, Juniper, Confidential FAS series storage systems

Software: vmware ESX

PROFESSIONAL EXPERIENCE

Confidential

Storage Support Engineer

Responsibilities:

Perform 2nd level support for Confidential (Ontap 7 mode and 8 cluster mode) and Hp storage platform enterprise customers and internal backbone network.
Work with customer to implement system changes.
Troubleshoot and monitor Cisco MDS switches.
Create knowledge base articles that are used by my team and other support groups.
Identify and schedule routine maintenance and change events for internal and customer facing Confidential equipment.

Confidential

Product Field Engineer

Responsibilities:

Perform 2nd/3rd level support of enterprise customer based nSeries( Confidential ) NAS storage platforms and software running Ontap 7 mode and 8 cluster mode.
Assist customers with troubleshooting and resolving wide array of SAN/NAS issues such as network connectivity and performance problems.
Assist customers with installation and configuration of data Ontap and softwares.
Work as focal point for customer admins to advise best practice action plans for preventative maintenance.
Write technical articles for internal team use.
Assisted customer with tape backup issues with sme, tivoli.
Work with customers to resolve host NFS/CIFS connectivity and backup issues (vmware, windows, unix).
Work with Field Engineers to implement hardware changes and software/firmware upgrades on Confidential Filers.
Implement both internal and customer changes such as Ontap OS upgrades and system firmwares.

Confidential

Technical Support Engineer

Responsibilities:

Support global Enterprise customers using Confidential platforms and application software’s.
Assist customers with OS, firmware and hardware upgrades.
Troubleshoot customer issues such as configuration, networking, backups, and permissions.
Writing technical knowledge based articles for both customer and internal use.
Working with Field Support Engineers to implement hardware/configuration upgrades and changes.

Confidential

Customer Support Mgr/Lead Technician

Responsibilities:

Confidential

System Administrator

Responsibilities:

Member of team that remotely monitored and maintained key applications for internal/external ticketing systems on over 200 UNIX/AIX/SUN servers.
Performed life cycle functions on over 200 UNIX/AIX/SUN servers. Installs, OS, application and hardware upgrades.
Performed system backups and restores via Tivoli TSM/BMR.
Created user id accounts, reset passwords and controlled access to servers.
Performed system admin functions such as disk/file management, file security permissions, edit/write ksh scripts and performance tuning.
Focal point for change management procedures and compliance.
Created and maintained team support documentation
Project management experience. Included weekly meetings with helpdesks to discuss and resolve outstanding issues with implementation, security, and monitoring of network servers.
Part of 24x7 rotating pager support.

Confidential senior help desk technician

Responsibilities:

Monitor and troubleshoot systems in global MVS/Cisco, Juniper Router/VM environment. Oversaw daily operations and networks of Backbone Management Center (BMC).
Coordinated BMC activities and goals with upper management. Worked with support groups to implement changes on router network. Focal point for BMC projects.
Desktop/printer support for BMC. Performed installs, upgrades, patches and troubleshooting for windows 95/98/NT
Performed 1st and 2nd level problem determination on backbone routers and customer connectivity issues.
Performed install of Cisco routers
Conducted daily/weekly/monthly meeting to discuss and resolve outstanding customer and helpdesk issues.
Management of problem ticket ques. Created weekly problem ticket reports.
Handled customer escalations directly to ensure resolution. Handled post mortems of customer escalations. Worked with management and support groups to ensure customer service level agreements (SLA’s) were met and maintained.