SUMMARY

• Over 15 years of customer service-driven Mission Critical enterprise support experience in account management providing both reactive and proactive technical support for some of Hewlett Packard's largest Mission Critical support accounts DirecTV, Verizon Wireless, Acxiom Corporation, City of Chicago 911 and many other Fortune 500 corporations . Acting team lead managing small technical team and subject matter expert for Mission Critical Custom accounts with primary responsibilities specializing in the technical areas of UNIX and highly complex server and SAN solutions. Core strengths include:
• Multiple project management adaptable, flexible Collaborative, communicative and strong listener
• Time management organized problem-solver Analytical and detail-minded self-starter team-oriented
• Microsoft Excel, Word, PowerPoint, Outlook Team Mentor, SAW knowledgebase focal, Deep-Diver

PROFESSIONAL EXPERIENCE

Software Systems Engineer

CONFIDENTIAL

• Provide UNIX software technical support on HP Integrity/Proliant/Alpha servers to HP's Mission Critical UNIX support contract customers within both customer's internal data centers as well as HP's hosted data centers.
• Software support includes providing remedial and advisory support for HP-UX 11.23/11.31, RedHat Enterprise Linux 4.x/5.x/6.x, VMware ESXi 5.x/Vsphere 5.x, SUSE Linux 10x/11x, Tru64 UNIX 4.x/5.x.,Windows Server 2003/2008.
• Additional software support provided for ServiceGuard/TruClustering software, HP Virtual Machines HPVM , VMware ESXi/vSphere Virtualization and Virtual Connect networking fibre technologies.
• The software support entails all areas of UNIX/Linux support including: system administration, shell programming, advanced file systems, Logical Volume Manager, VxVM, kernel debugging, performance tuning analysis and Oracle 11i/12i RAC implementations, SAP HANA, SAS, Hadoop Big Data, Hyperion, TCP/IP, DNS, LDAP, Apache, HTML, Perl, JavaScript.
• Systems integration of customer owned and HP servers in HP hosted data centers.
• Experienced in the configuration and installation of multiple operating systems and applications according to customer specifications as well as user management of the environment per customers' requirements.
• Experienced with successfully designing, planning and implementation of server platform and application migrations from older 64-bit hardware platforms to converged infrastructure x86 blade based platforms.
• SAN storage support consisting of 3Par, EVA, XP storage arrays, ESL tape libraries and Cisco/Brocade switches.
• Leveraged and partnered with cross-functional HP support teams consisting of L2 and L3 engineering team members through working many complex and difficult customer problems which allowed me to establish many long lasting positive relationships.
• Account management responsibilities include monitoring and tracking of customer problems through Global Solution Center using best practice ITIL call management processes and directly managing technical engineering escalations toward successful resolutions of complex customer issues.
• Highly effective with developing and delivering action plans and communicating to management customers and internal HP with actions to be taken and delivering solutions to achieve overall positive results.
• Responsible for delivering support conforming to customer's SOW and within the defined scope of services.
• Delivered monthly Service Activity Reviews SAR and Post Incidence Reviews PIR and Quarterly business reviews.
• Trusted advisor relationships established with key customer contacts and managers which has made a significant direct outcome for continued MCP contract renewals year over year.
• Ability to maintain and deliver very level headed guidance during customer crisis and outage situations and able to guide and maintain positive focus while engaging and coordinating the necessary HP support resources for complete problem resolution.

CONFIDENTIAL

Technical Support Engineer II

• Provide technical support on Compaq servers and systems Proliant and Prosignia product lines to end users, Compaq authorized sales and service dealers and Compaq field engineers. This includes both hardware and software support for Compaq servers, systems, and peripherals.
• Hardware support includes troubleshooting problems via phone and dispatching Compaq field support technicians to replace defective components and repair equipment.
• Responsible for documenting and logging of cases into call tracking database and determining if cases require further escalation for successful call resolution.
• Hardware support also provided on DLT tape libraries, DLT tape arrays, DAT autoloaders, and Fibre channel storage systems. Software support includes installing operating systems, installation and updating of drivers, and configuration and tuning of operating systems.
• Primary operating systems include Window's NT versions' 3.51, 4.0,Terminal Server and Citrix Winframe versions' 1.6, 1.7. Additional software support for backup software Backup Exec and Cheyenne Arcserve , remote monitoring software Compaq Insight Manager , and remote access software PC Anywhere .

Senior Systems Engineer II

CONFIDENTIAL

• Responsible for system integration of IBM RISC-based computers and PC servers according to end-user specifications for IBM's largest enterprise customer accounts.
• This includes the assembly/testing of component hardware, installation of AIX UNIX operating systems and additional IBM business applications over staging intranet and final QA testing of completed systems.
• System integration includes configuring RAIDs, tape libraries, SCSI, SSA devices, ADSM and HACMP. Primary operating systems include IBM AIX, SCO UNIX, Windows 95, Windows NT, OS2 WARP, and applications consisting of C, C , Cobol, Fortran and IBM Business Intelligence software.
• Provide hardware and software second-level support to Technical Services Group and administer in-house hardware training and support to Sales organization.
• Additional responsibilities include maintaining repair center for OEM products consisting of hard drives, tape drives and network controller cards. This involves maintaining repair database, diagnosing and repairing equipment and working with OEM vendors to turnaround customers' equipment in a timely manner.
• Experienced with installing and configuring computers with various networking topologies: token ring, ethernet, and FDDI using TCP/IP.

Electronic Technician III

CONFIDENTIAL

• Responsible for assembling and testing prototype hot-melt adhesive glue equipment for the multi-billion dollar packaging and container industry.
• Primary responsibilities include working in conjunction with design engineers in the building and modification of equipment to meet customer product performance requirements.
• This required the abilities and skills needed to analyze and interpret electronic schematic diagrams, mechanical blueprints, and knowledge of PLC's and motor control drives.
• Also responsible for the assembly and testing of microprocessor-based control units which required both advanced soldering skills and knowledge of programming EPROM memory chips.
• Additional responsibilities included testing and troubleshooting of control units and melters utilizing ATE computer-based testers and standard electronic testing equipment.