SUMMARY

• Possesses over 15 years of experience working in Information Technology with a focus in Customer Technical Support and Services.
• Working knowledge of a variety of industry related scripting languages including Bash, Shell, and Perl.
• Previous exposure to web technologies including HTML programming.
• Specialties include Storage Administration, Networking, Linux, Unix, SAN, NAS, Problem Management and Resolution, and Change Management.
• Proficient with a number of virtualization and cloud technologies including VMWare vSphere, vCenter, ESXi, RHEV (Redhat Virtualization), Openstack and the Confidential plugins for utilization of storage capabilities surrounding these systems, SRM/SRA, VSC, VASA, VAAI and related technologies.
• Proficient with Email Security including setting up and troubleshooting Confidential ’s Email Security products, including SSL/TLS certificates, MX, A, and PTR records in relationship to email and DNS.
• Worked collaboratively with customers to resolve issues dealing with their various products, while providing professional and courteous technical expertise and support of the hardware, software and configuration of said hardware and software.
• Possesses stellar verbal and written communication skills and works well in a team environment as well as individually.
• Applied and granted a Government Security Clearance during one of my positions.

PROFESSIONAL EXPERIENCE

Confidential - RTP, NC

Email Encryption Security Customer Support Engineer

Responsibilities:

• Provide technical support to partners and/or customers for Confidential technologies, products, and/or solutions.
• Resolving moderately to complex technical problems, depending on the customers' need.
• Simulate technical problems in lab environment.
• Share knowledge with other people in writing technical documents and enlarge the knowledge database.
• Provide internal and/or external technical presentations (cross-training).
• Extensive troubleshooting skills in network and application operations
• Working knowledge with one or more database applications (Oracle, MS SQLServer, Postgres, etc) Experience with shell scripting in PERL and other languages (such as Java) and/or experience with FreeBSD is a plus.
• Strong UNIX system administrator skills
• Working knowledge with one or more database applications (Oracle, MS SQLServer, Postgres, etc) Experience with shell scripting in PERL and other languages (such as Java) and/or experience with FreeBSD is a plus.
• Experience deploying and maintaining Windows Active Directory (2000/2003/2008 )or Microsoft Exchange (2000/2003/2007 )
• Understanding of fundamental network infrastructure concepts including routing, switching, and TCP/IP.
• Experience with other flavors of LDAP servers
• Excellent verbal and written communication skills.
• MySQL (or SQL) knowledge (Windows and Linux)

Confidential - RTP, NC

Technical Support Engineer III

Responsibilities:

• Work collaboratively with customers to resolve issues dealing with their Confidential storage products, while providing professional and courteous technical expertise and support of Confidential Hardware and Data ONTAP operating system running on Confidential hardware.
• Assist field support engineers who are focused on diagnosing, troubleshooting, repairing, debugging enterprise level software & hardware on customer's site. This position requires the ability to respond to situations where front-line product support has failed to isolate or fix problems in hardware or software products, and ensure delivery of optimal results to all parties involved.
• Troubleshooting SAN and NAS protocols to assist customers with problem isolation and resolution in a timely yet reasonable time frame based on the issue and surrounding limitations of access.
• Investigated Linux/UNIX and Vmware related operating systems as they relate to storage issues, including but not limited to reviewing vendor logs, documentation, and collaboration with secondary vendor support to resolve customer issue(s).
• Virtualization technology includes VMWare vSphere, vCenter, ESXi, RHEV (Redhat Virtualization), Openstack and the Confidential plugins for utilization of storage capabilities surrounding these systems, SRM/SRA, VSC, VASA, VAAI and related technologies.
• During my tenure, we moved into a specialization vertical model. As such, I became a resource for assistance and collaboration with coworkers dealing with issues related to my specialization of virtualization as well as other non-vertical related support when needed.
• Worked with my Escalations Engineer to provide a virtualization lab for testing, reproducing and to be used for reference to assist with customer issues and resolutions.
• Researched and contributed new content for use by customers and coworkers as well as Knowledgebase content creation.
• Tested and successfully completed my Hands On Assessment Testing and was chosen to be a Testing Proctor for the same.
• Specialties included: Storage Administration, Virtualization (VMware including ESX), Networking, Linux, Unix, SAN, NAS, Problem Management and Resolution, and Change Management.

Confidential - Alexandria, VA

Senior Consultant / Unix Sys Admin

Responsibilities:

• Worked on Disaster Recovery/Failover testing. Providing documentation and system admin support.
• Responsible for daily operation & administration of all SUN HW/SW, Win2K3 HW/SW and EDGAR applications software. Duties include user account security and system file maintenance, capacity planning and analysis, troubleshooting and repair of hardware and software, performance optimization and tuning, disk mirroring, and system upgrades and patching.
• Make recommendations for improvement of system performance by proposing new hardware &/or software solutions.
• Participate in the identification, analysis, and resolution of production system hardware and software problems.
• Responsible for system backup and restore operations using Veritas Netbackup.
• Currently working on Veritas Netbackup upgrade project including proposal & implementation of new hardware, including disk & tape external storage units.
• Proactively monitor production servers (Solaris 8/10, Solaris Trusted 8, Win2K3). • Work with installation, upgrade, configuration, problem solving and maintenance of the operating system for TSOL/Solaris/Win2K3 servers.
• Write or modify scripts for production and disaster recovery environments following the Capability Maturity Model Integration (CMMI) process • Prepare and update standard operating procedures (SOPs) and product documentation.
• Provide system support (24/7) on production servers including on-call/after hours support
• Currently working on project to replace Solaris 8 & Solaris 8 Trusted servers with new hardware and upgrading the operating system to Solaris 10.
• Currently working on upgrading/replacing End of Life servers with new hardware/technology solutions. Some servers include Sun v240 / v440 / v480 / v880 / M5000 / T6300 / T6320 / X6220. • Responsible for compilation of daily/monthly metrics for Service Level Agreement (SLA) compliance
• Worked as a Team Lead on a previous project. Responsible for setting up team meetings, general project related paperwork, communication between team members and manager, and organizing training among team members.

Confidential - Indianapolis, IN

Migration Team Lead 

Responsibilities:

• Team Lead for IOT Migration projects for Department of Workforce Development (DWD) and Department of Corrections (DOC). Responsible for several team members’ time management, quality and quantity of work
• Responsible for tracking all equipment dispersal
• Traveled to statewide DWD offices and migrated workstations, removing Novell and configuring workstations based on IOT specifications and standards
• Provided onsite post-migration user support for DWD offices. Direct interaction/intervention with management & users
• Built, tested and installed Windows 2003 servers using HP Servers and Confidential network equipment in DWD and DOC offices
• Traveled to individual DOC parole offices and correctional facilities and migrated workstations to newly created DOC domain
• Imaged and configured Windows XP workstations for deployment at DOC facilities
• Provided onsite migration support for DOC sites while concurrently performing migration tasks