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:

• Monitor and troubleshoot UNIX (AIX 5) and Cisco network environment.
• Perform 1st and 2nd level trouble shooting for all customer problems.
• Coordinate all customer impacting changes
• Oversee NOC operations and act as customer liaison.
• Responsible for all NOC documentation.

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.