Systems Engineer Resume Profile

SUMMARY

Information Technology professional supporting large and Mission Critical Enterprise customers
world-wide with major focus on the HP-UX Operating System. Proven abilities in kernel, file systems, systems hardware and storage. Customer focused under very demanding circumstances.

EXPERIENCE

Confidential

Systems Engineer Technical Problem Manager

Identified HP and partner resources to define, organize, lead, communicate and resolve customers' technical business interruptions. Mentored and trained Response Center and Field Engineers.
Worked closely with Division on class problems and improved product quality.
Supported HP 9000 Parise and Integrity servers all associated disk arrays EVA, MSA, XP Sans associated with the Arrays and Servers HPUX and LINUX on downsystems Unix Blade systems.
Formulated complex technical action plans and communicated to the customer.
Coordinated with Backline Response Center Engineers and Customer Satisfaction Managers cases with down systems and customer satisfaction issues.
Setup and gave training on areas pertaining to the HP-UX Operating System, Tools and internal processes.

Confidential

Supported remotely via the telephone and remote logins on both Itanium and PA-RISC servers running the HP-UX Operating System and Utilities unique to the HP-UX Operating System. Trouble shooter and fixed production problems, conducted research and resolved inquiries for the Mission Critical area supported customers with the highest level contracts.
Supported Disks and CPU's for the BCS/CSS Teams.
Answered questions and/or did research on cases that came in through the telephone or electronic support.
Referred problems and managed cases to other areas of the Response Center support organization. These areas could be the labs, Expert Centers, or other support areas such as HP-UX and XP storage.
Mentored new team members.
Assisted New Team members with getting HAO and other tools running on their PC's.

Confidential

Mentored junior team members and assisted with development plans.
Monitored weekly statistics with support engineers and adjusted schedules.
Developed and implemented procedures and improved response times and direct connects.
Set up procedures with Panacom Division that expedited returns of Envisex Xterminals for factory repair.