TECHNICAL SKILLS:

• MS Office MS Excell MS Word
• MS PowerPoint MS Project MS SharePoint
• VMWare Viso Adobe Acrobat
• Active Directory WireShark Beyond Compare 4
• Secure Copy VMware VSphere mRemote
• Remote Desktop Putty TreeSize Professional
• Beyond Compare Share Point
• Operating Systems: Win 7, 8.1, Vista, 10 Unix/Linux Solaris

PROFESSIONAL EXPERIENCE:

Confidential

On Site Level 3 Engineer/Project Coordinator

• Manage Day to Day operations of Data Center.
• Manage Level 2 Engineers, assign Daily Tasks that need to be completed.
• Setup, configure, troubleshooting of desktop and laptop (Lenovo, Panasonic), mobile devices (smartphones-tablets) printers and plotters.
• Support of Windows operating systems and Windows applications (Outlook, Excel, Word, Power point, MS Project)
• Maintain a standard image provided by the Corporate office on user laptops, desktops and peripheral devices which include smartphones, tablets and other mobile devices.
• Work directly with customers and development and support of projects.
• Responsible for local coordination, installation and ongoing support of various R&D and Administrative computer systems.
• Client-side support: PC HW/SW installation and troubleshooting, Printers, Video conference, mobile computing and communication devices.
• Server support (Windows/Unix), Active Directory administration, implementation/refresh of server hardware and network infrastructure.
• Daily monitoring, troubleshooting & administration of Cisco multilayer switched networks, servers and data center infrastructure.
• Provide detailed, clear daily and weekly status & timely problem reports.
• Coordinate with Regional/Local IS teams and 3rd party vendors to support IS projects, incidents and requests

Confidential

Operations Coordinator West Region

• Managed staff of over 30 TSP (NetApp) trained technicians located throughout western region providing installation and maintenance services to clients, completing over 1300 service tickets quarterly and achieved Service Leve Agreement (SLA) compliance levels over 98%.
• Worked closely with the FSM for reviews, raises and performance issues of all Engineers.
• Run day to day operations of region
• Schedule and Faciliate Team meetings,
• Schedule and Facilate Team Technical meetings
• In charge of Team On Call Schedule, Vacation approval, Timesheet approval, Expense Report approval
• Service Request scheduling, Service Request assignment,
• Tracking team training levels,
• Monitoring team CSC queue,
• Facilitate new team member shadowing
• Service Request level responsibilities,
• Monitor the pulse of the field team,
• Serve as a technical advisor,,
• Meet with NetApp Managers, Work with NetApp Management to keep both NetApp and TSP Teams unified and working together in sync
• Assist FSM in ensuring all Service Requests are closed properly and in a timely manner, keeping company culture and team atmosphere intact
• Scheduling and assigning service requests to ensure customer satisfaction, tracking teams skills and certification levels, new team members in finding work to shadow, ensure accurate and timely timesheet and expense approval.
• In charge of TPM Mobiliy Metrics for entire region.

Confidential

Lead Field Storage Engineer

• Serve as the company's liaison with customers and NetApp Technical Support Center on support cases in the Phoenix and Tucson area.
• Interpret customer needs and clarify roles and responsibilities.
• Perform any necessary diagnoses, technical troubleshooting, service, and repair of systems and equipment at customer site.
• Provide all aspects post-sales field support such as system hardware, software, desktop support, networks.
• Create documentation and post-mortem analyses of escalations.

Confidential

Field Engineer

• Traveled to various Customer Locations, to perform Break/Fix,
• Diagnose Hardware and Software Problems,
• Installation, and Maintenance of Servers, Storage Systems, Desktops, Laptops, amd Printers.
• Products serviced were HP, Dell, Lexmark, Samsung, Xerox

Confidential

Onsite Engineer

• Work onsite at Well Fargo Datacenter, performing breakfix, installation, decomissions, and diagnostics of Sun, HP, IBM, and Dell Servers.
• Duties also included Software Diagnostic and Support of Solaris and Systems OBP.
• Diagnosed Software and Hardware problems on Routers, and Switches
• Also performed Firmware Upgrades for all Systems..

Confidential

Sun Systems Support Engineer

• Performed Break/Fix, Diagnose Hardware and Software Problems, Installation, and Maintenance of Sun Mid Range and High End Server's, Disk Array's, Tape Drive's, and Desk Top PC's.
• Duties also included Software Diagnostic and Support of Solaris and Systems OBP.
• Diagnosed Software and Hardware problems on Routers, and Switches
• Also performed Firmware Upgrades for all Systems..

Confidential

Field Service Engineer

• Traveled to various Customer Locations, to perform Break/Fix, Diagnose Hardware Problems, Installation, and Maintenance of HP Mid Range Server's, Disk Array's, Tape Drive's, Desk Top PC's, All Printers, Plotters, Scanners,.
• All work performed was on Hewlett Packard, and various other Manufactures.
• Duties also included Software Diagnostic and Support of Windows 95/98, NT 4.0, HPUX, UNIX, SCO UNIX,, plus others.