Technical Support Engineer Resume Broomfield, CO - Hire IT People

SUMMARY

Accomplished Systems Analyst/Engineer with over 13 years of experience in providing advanced technical support for server, storage area networks, open source (Red Hat, CentOS, Fedora), and Virtualization ( Confidential ).
Skilled in quickly assessing technical issues and driving towards resolution.
Consistently achieves objectives in issue resolution, time management, and customer satisfaction.
Excellent communication abilities and skillful in creative problem - solving and technical writing.

Core Competencies

SAN | Confidential | Storage | Virtualization | Storage Area Networks | NAS | Hardware | Data Center | iSCSI
Confidential ESX | Enterprise Storage | Fibre Channel |Cluster | Cloud Computing | Troubleshooting Servers

TECHNICAL SKILLS

Protocols: Fibre Channel, iSCSI, CIFS, NFS

Storage: Confidential DAS/NAS solutions, EMC Clariion SAN, Starboard AC72/45 SAN

Systems Management: Confidential OpenManage

Virtualization: Confidential vSphere, ESX/ESXi, VirtualCenter Server, Confidential Update Manager

Languages: Bash

Operating Systems: Linux (Red Hat, Fedora, CentOS), Windows 2003 & 2008, Windows 7, Mac OS X

Hardware: Confidential, Confidential, Starboard, Intel, Qlogic, Emulex, Brocade, Cisco, LSI, Adaptec

Databases: Microsoft SQL, PostgreSQL

Tracking Software: Bugzilla, Jira, TeamTrack, Salesforce

PROFESSIONAL EXPERIENCE

Confidential, Broomfield, CO

Technical Support Engineer

Responsibilities:

Assisted Confidential client base and partners with inquires, consultation and resolution of technical issues.
Primarily addressed installation, configuration, and administration of vSphere product line including vCenter (SSO, Inventory Service, and Web Client), vSphere client, Update Manager, Converter, and ESXi.
Addressed issues relating to complex customer environments such as Active Directory, LDAP, ODBC, Identity Sources, and MS SQL (2005, 2008, 20012), MS Server (2003, 2008/r2, 2012) and Linux (Red Hat).
Tasked with identifying bugs, documenting, and reproducing software issues with vSphere Products.
Developed, reviewed, and edited content for Confidential knowledge base articles, internal and external.
Collaborated with Confidential staff and stakeholders (administration, quality, engineering, sales, and marketing) to address issues.

Confidential, Broomfield, CO

Solutions Engineer

Responsibilities:

Tasked with defect (bug) identification, reporting, and reproducing software and hardware bugs.
Assisted customer base with installation and configuration of Starboard systems using file-level (NFS/CIFS) and block-level (iSCSI/Fibre Channel) protocols.
Provided a direct escalation path to quickly assess and resolve product-related issues.
Drove internal resource development (knowledge base), fluent in the use of Salesforce.
Managed customer relationships and accounts improving their overall experience.
Worked in conjunction with senior management to develop process flows.

Confidential, Fort Collins, CO

Systems Test Engineer

Responsibilities:

Conducted functional and performance assessments of virtual library systems (VLS) to identify and address potential issues in the hardware, software, or firmware of the equipment.
Performed defect reporting, tracking, and regression assessments.

Confidential, Austin, TX

L3 Analyst

Responsibilities:

Provided in-class enterprise IT support to Tier 1 customers to effectively address and resolve network, server, and storage-related issues.
Provided advanced operating system support for Novell NetWare, Red Hat, Suse, and Confidential .
Collaborated with account teams to manage and maintain the customer relationship and experience.
Supported in-class enterprise high complexity hardware and software with a total solution-oriented approach to customer-related issues.
Provided advanced operating system support for Novell NetWare 5.x, 6.x, Red Hat and Suse Linux, as well as Confidential 2.x, 3.x.
Assisted and guided front line Confidential Gold Enterprise Engineers through resolving customer and product issues.
Served as liaison and provided a direct path to the storage, NOS, and engineering groups.
Reviewed and approved escalations to the NOS and engineering groups.
Identified skill gaps and training needs of front line engineers.
Project management as deemed by team and management needs.