OBJECTIVE:

A challenging Permanent Career Opportunity working as a Premium Customer Support Engineer or Manager where my Project Development, Project Management, Customer Service and Senior Level Systems and Support Engineering experience and skills are utilized to build Client relationships and manage all project operations, task, resources, and administration.

PROJECT SUMMARY:

• 7 Years Confidential Aix Unix Administration
• 5 Years Confidential SAN Administration
• 15 years of extensive I.T. support and engineering experience.
• 4 Years Project Management
• 10 Years System and Support Engineering.
• Experience in enterprise system engineering, implementation and troubleshooting. Responsible for assisting and supporting external customers with installation and implementation questions, environment and system enterprise wide related issues.
• Assists in developing test plans (based on specifications) and test new and updated system configurations to ensure specifications and standards are met.
• Assists in documenting and demonstrating new system functionality.
• Developed specifications for user requirements
• Assists in documenting and demonstrating new system functionality.
• Solid analytical, problem solving and decision making skills
• Record, investigate and resolve client issues in a professional, courteous and timely manner ensuring complete client satisfaction.
• Documented customer interaction to assist in the relationship building process.
• Work and managed relationships with engineering, technical support, field support, management staff and clients organization to resolve any escalated or repetitive system issues.
• Strong customer focus with excellent written and verbal communication skills
• Ability to work in a fast paced environment with minimal supervision.
• Organized with the ability to multitask.
• Self motivated with a strong desire to learn and contribute.
• Fosters professional growth of self and others and focuses on the principles of Continuous Improvement. Customer Service orientation, exhibits professional behaviors, and contributes to team development and performance in order to achieve team and organizational goals.
• Friendly and personable.
• Earned several military medals, ribbons, and citations during successful tenure in the United States Air Force

TECHNICAL SKILLS:

UNIX: Confidential AIX, 5.3, 5.2 4.3, HACMP 5.2, 5.3

Storage/Backup: SAN, Confidential 4800 Fast - T, Shark 8100, Tivoli, Veritas NET Back, Brocade, LTO Tape Libraries, Confidential SSA/

RDBMS: Oracle 8, Sybase, Gemstone, dBase, SQL, Stored Procedures

Windows: NT, 2000 Server/Workstation, EMC, Tivoli

LAN/WAN: Checkpoint (VPN and Firewall), CISCO (Routers, Hubs and Switches), Ethernet, FDDI, ATM, Nerve Center, Remedy and Net Cool.

Protocols: DNS, NetBIOS, ISDN, SNA, PPP, VOIP, Frame Relay, IP, TCP/IP, IPX

ERP: Siebel 7.5.3, Actuate, Resonate, Web Servers and Object Managers, SAP R/3, People Soft (exposure)

Testing, Q/A: Mercury Test Suite, Win-Runner, Test Director, and Load Runner

WORK/CONTRACTING EXPERIENCE:

Unix /SAN System Administrator

Confidential, Alpharetta, Georgia

Responsibilities:

• System Administration responsible for approximately 80 lpar's and 45 different system frame types ranging from P-510, P-550, P-570, P-590, P-595 and evaluation team for P-6.
• Managed all associated administration task associated with lpar OS, HACMP, GPFS, SAN and networking components.
• Setup and administered NIM server, utilized for all lpar, HMC and SAN maintaince and technical level and patch releases.
• Installed all Confidential and third party software.
• Troubleshot system bottlenecks relating to top process and their properly allocating disk i/o, paging space, LAN interfaces CPU and kernel.
• Lpar kernel tuning with specific network buffer cache, TCP/IP protocol and service tables, to maximize the protocol types and their values that directly effected the systems ability to send, receive and process data.
• Administered SVC and TPC Total Storage Productivity Center, utilized to gather data that would assist in troubleshooting, planning, managing and scaling the SAN's connections and utilization to all of the AIX lpars, SAN fabric and databases. All systems were either Sybase, DB2 or Oracle database servers.

Unix System Administrator

Confidential, Atlanta, Georgia

Responsibilities:

• System Administrator assigned to the CRMAIX Siebel Development Project.
• Responsible for Aix Unix System Administration of over 600 LPAR’s and varying system types, to include SP nodes, B-80’s, P-590’s, p-595’s, p-650’s, Shark DS8100 and FAST-T, DS4800.
• Performs daily administration task and system configuration changes.

Unix Implementation Administrator

Confidential, Peoria, Illinois

Responsibilities:

• Aix/Windows Server (Windows 2000 and 2003) Implementation Engineer. Aix P-5, P-6 series servers and Confidential X-3Series Intel/Unix server Administration, Server Builds, Sarbanes/Oxley SOX System Audit Compliance Engineering.
• Working with LPAR, SAN, HACMP, SSH setup and configuration.

Siebel Infrastructure Unix System Engineer / Team Lead

Confidential, Marietta, Georgia

Responsibilities:

• Unix (AIX) Administration of approximately 90 Confidential P-690 servers located in a 24 X 7 data center supporting both Production and QA environments.
• Supported the multiple LPAR environments utilizing the HMC to configure and monitor server and frame operations. In-depth HACMP knowledge for monitoring HACMP services and node status utilzing smit.
• Performed AIX kernal, rc.net, init.d, and network configuration changes. Utilized AIX monitoring tools to track, i.o, process, disk, and application utilization (sar, topaz, nmon).
• Performed file and operating system backups utilizing TSM, and managed SAN storage through EMC attached systems.
• Performed the Siebel, Development and Test Application environment, installation, configuration, testing and problem resolution. Provided support for the Release Engineering, Application Development, System, Integration, and Pre-Production Performance Test Environments.
• Performed the installation, configuration and administration of the Siebel Web Servers, Resonate Gateway, Object Managers and Actuate Reporting Servers.
• Performed and executed mid to advance maintenance and administration tasks related to system functions such as Unix administration, networking, security (DMZ), configuration, application integration, user account management and device configuration.
• Works in conjunction with the planned migration schedule handling the daily technical and functional service areas of the project.

AIX Remote Support Engineer/Team Lead

Confidential, Atlanta, Georgia

Responsibilities:

• Provides 2nd Level remote problem determination and root cause analysis for Confidential ’s maintenance and engineering customers and personnel.
• Formulates and delivers accurate action plans, resolving complex Confidential RISC 6000 P-Series Mid-Range Server and Sub System Hardware problems.
• Ensures proper system level for all AIX file sets and microcode.
• Utilizing online database tools performs complete diagnostics of byte code data, analyzing the systems complete I/O, subsystem, device, adapter, SSA, and DASD systems for errors.

Team Lead/Unix-Sybase Support Engineer

Confidential, Atlanta, Georgia

Responsibilities:

• Team Technical Support Engineering Lead. Escalation point manager for all system outage issues.
• Followed up with every escalated call to ensure the system was properly diagnosed and all engineering troubleshooting steps were followed, resulting in no outstanding or remaining issues.
• Ensured all customer and team Service Level Agreement (SLA’s) requirements were exceed, i.e. (initial response time, timeliness to resolution, customer follow during outage, engagement of support staff and post follow up).
• Mentored 1st and 2nd level support engineering team members. Provided system and customer service training.
• Hosted daily knowledge transfer sessions between upper level management, engineering development staff, and all team members, to ensure the best support practices were being utilized.
• Maintained architecture and engineering proficiency through continual training and certifications of the Melita Phone Frame telephony system.
• Supports and evaluates all beta products released in the field.
• Performed all Confidential AIX RISC 6000 System Administration.
• Utilizing the System Management Interface Tool (SMIT), performed fast path system configuration.
• Disk LVM, file systems and storage management.
• Hardware (Device) and Software installation and configuration. AIX operating system installation and maintenance.
• Edited and troubleshot Korn and Perl shell scripts that performed system up and down load processing between our systems and the customers host.
• Add entries to crontab to run at specific times.
• Performed all software and patch upgrade installations.
• Monitored and supported all telephony server applications. Sybase 4.1.2 Database Administration.
• Utilizing Sybase database custom tool (DBM5) and SQL administered all database functions.
• Troubleshooting database utilization by monitoring memory and resource allocation, CPU and I/O usage.
• Configured procedure cache, database connections, added users/groups, granting permissions and performed backup and restore of data to the database.
• Managed all table and database reporting functions.
• Ensured that all running table totals were correct and that the data was being tabled and displayed in both the database and the customer’s applications.
• Supported all Crystal, Real-Time and customer specific designed reports ensuring the data source was communicating with the reporting application.
• Responsible for documenting software defects, tracking and maintaining faults throughout the installation development process.
• Administered Microsoft NT server that housed the integrated telephony telecommunications environment.
• Supported all portions of the telephony system to include all Dialogic and Acculab cards.
• Monitored and tested all T-1 lines and cards integrated within the system to ensure active trunk status and proper span functionality.