Customer Support Manager Resume
Philadelphia, PA
SUMMARY:
- Over 20+ years in IT experience that includes:
- 5+ Years of experience on Cisco UCS, HP C7000, HP RX/RP/Alpha Products.
- 8+ Years of experience on VMware ESXi & VMware Products.
- 3+ Years of experience on Cloud Products.
- 5+ years of experience on Cisco/Nexus Networking Switches/Routers.
- 8+ Years of experience on Redhat, Ubuntu, CentOS, HPUX 11i, Tru64 UNIX, Microsoft Product.
- 8+ years of experience on Storage Products (SAN/NAS/RAID).
- 8+ years of management experience, SOX analysis and compliance, project planning and implementation
- Extensive experience/Expert in UNIX and Storage Administration, Implementation, Installation, Migration, and upgrading.
- Extensive experience/Expert on Servers (UCS, Integrity, RISC Servers, Blade Servers).
- Extensive experience/Expert on Storages (Disk Array, Modular Array, Virtual Array, Enterprise Virtual Array), experience on Configuring Zoning & VSAN.
- Experience of working in Datacenters with 24X7 and On - Call Production Environments.
- Extensive experience on Virtualization (vPar, nPar, hpvm, VMware ESX) & High availability (MC Service Guard v11.16, v11.17, Tru64 v5.1b Cluster) Products.
- Knowledge and experience in different backup strategies, Installed and configured Data protector
- Expertise in Volume management, Disk Management, software RAID solutions using VERITAS Volume manager 3.5/,4.1,LVM, LSM .File system Tuning and growing using VERITAS File System (VxFS) & Logical Volume Manager.
- Experience in Delivering IT solutions based on ITIL/Agile best practices that focused on the people, process, and technology, and information perspectives of providing business solutions within the IT infrastructure.
- Experience on deploying & configuring the Cloud, BigData & CleverSafe Products.
- Planned, Scheduled & Implemented Kernel Patches On HPUX, Tru64, Solaris and Linux Servers, Firmware upgrade of all h/w include UCS,SAN Switches & RISC & CISC Hardware.
- Experience in Managing Network related services such as NFS, DNS, Sendmail and NIS..
- Experience on OS (tru64)&Hardware(Alpha Server) Migration to Integrity Linux Platform.
- Configuring and Administering NIS, LDAP and FTP on UNIX server environment.
- Experience on Configuring the Management Tools like Puppet, Cobbler, Git, GitHub.
- Good Knowledge in UNIX Shell Scripting such as Python, Korn.
- Experience in Troubleshooting Hardware, Storage, Application Bottlenecks. System Recovery, Crash dump analysis and performance tuning.
- Managing user accounts, system security, change management, documenting and following Company Standards.
- Excellent skills in analyzing, designing, implementing and system integration, Knowledge on Switches, Routers, Firewalls, Intranet.
- Documenting technical processes and procedures and good communication skills.
- Sox Audit of systems to see it the systems have been in compliance with the policies.
- Willing to learn, fast learner, able to adapt very quickly, Self-Motivated, Team Player and Result-Oriented professional with a solid work ethic.
- Received Best CE Performer & NWC for “Putting Customer First” from HP.
TECHNICAL SKILLS:
Operating Systems: CentOS, RedHat, Ubuntu, HP-UX, Tru64 & Microsoft OS
Servers: Integrity Servers Rx3600,Rx74xx,Rx84xx, PA-RISC HP9000,Superdome Alpha, Cisco B & C-Series Blade/Rack Mount, SUN 280R, IBM Pseries HP C7000/3000 Blade, Prolient Bl/ DL/ ML Series.
SAN/NAS Product: Enterprise Virtual Array EVA 3k/5k/4k/6k/8k, P 400/6000/9000 Storage LeftHand, Disk Array /Raid Array RA8000, DL Storage Modular Array MA8k, MSA100, MSA1500, Virtual Array VA7100 VA7400, NetAPP NASHP 3PAR, Dell Equal logic, Clever Safe
N/W Product: SAN iSCSI, Brocade silkworm 24k, 12k, Mcdata 8/16/32, Cisco MDS LAN/WAN Cisco 1900/2900/5000 Switches, Cisco 800/2600/3600 Router, Cisco UCS 6100 Series Fabric, Nexus 6k series.
Cluster: VMWARE ESXi, HP MC/SG (Service Guard), HP Tru64 Cluster, SgSAP Oracle RAC, Command View EVA, SAN Navigator, Business Copy, RSM
Management Tools: HP Open view OVSD, Cisco UCS Central, vCenter, vClould Director
Hardware Diagnostic Tools: Nagios, OP5, Splunk, Cacti
Automation Tools: Cobbler, Puppet, Git & GitHub
NW/Services: Samba, NFS, SSH, DNS, NIS, Send mail, apache, tomcat, web logic
Volume Management: VERITAS Volume Manager VxVm, LVM (AIX,HPUX,Linux), LSM
Backup/Recovery: HP Data Protector Backup, Ignite, vdump, vRanger PRO, SQLSafe
Modeling/ Office Suite: MS Visio 2007/2010, MS Office 2007/2010
PROFESSIONAL EXPERIENCE:
Customer Support ManagerConfidential, Philadelphia, PA
Responsibilities:
- Responsible for the overall maintenance of the Confidential Viper (Video IP Engineering and Research) & Cloud compute infrastructure in both production and preproduction environments.
- Architect, Plan Design and administration of Cisco Unified Computing System’s (UCS), running VMware ESX / Linux OS Platform.
- End - to - End lifecycle management activities - Design, install, implement, operate, and support along with disaster recovery services.
- Provide third level support for any critical issues that interrupt Global Connect production processing which may involve Network, Systems & Operations.
- Provide advanced technical guidance for entire stack (Storage, Network, Compute, and Cloud)
- Involved in Implementing the Solution based on Puppet, Big DATA & Clever safe Products.
- Monitor the health and status of systems with different monitoring tools like Nagios, OP5, Splunk, Cacti.
- Deploy & Maintain > 5000 UCS Blades, >7500 VMs running on Windows & Linux OS, in Cluster Environment.
- Identifying, implementing, and documenting of technical SOPs.
- Identify the necessary steps to manage software and firmware versions and upgrades in UCS, VMware ESX & Linux Environment.
- Deliver IT solutions based on agile deployment process (i.e., use of Jira queues), Plan to deal with emergency response in such a way as to minimize rework.
- Analyzed & collect the data via implementing the tools vCloud Director, vOPS,vMA,, Cisco UCS systems, and NetAPP SANs.
- Involve in design and implementation of P2V V2V and p2P server migrations.
- Work with support vendors (e.g. Cisco, VMWARE & Clouldra ) to isolate Critical Issues.
- Participate in customer-facing meetings to evaluate future generation products OpenStack, Docker, Container, and Kubernetes and recommend potential solutions to implement on the current environment.
- Work with VIPER Ops team for troubleshooting Application (RAMDISK nodes, JITP VMs, Live VMs, Super8 VMs, Pillar VMs, RIO VMs, Flume, Zookeeper, Hunk ) related issues & involved in WARGAME Test.
- Manage Offshore Team (> 10 Team Member) & Train them on Current Environment & Process
- Build the VIPER Infrastructure end to end environment for their client COX & SHAW.
Environment: Hardware: - Cisco UCS Platforms (UCS 6200/6100),HP Blades c7000,NetApp Storage, OS: - vCenter 5.x/6.x, Red Hat, Ubuntu, CentOS, Docker, Kubernetes, Management Tools: - Puppet, Cisco UCS Performance Manager, UCS Central, vCloud Director, Monitoring Tools: - Nagios, OP5, Splunk, Cacti, Scripting: - ksh, Python ITIL tools: - Service Now, Agile Jira.
Confidential, Pittsburgh PA
IT Analyst ( UNIX / SAN / Backup )
Responsibilities:
- Manage Enterprise Servers & storage, as well as designing full-scale Disaster Recovery and Business Continuity Solution with help of EMC/HP/VMWARE Tools.
- Planning, building & administering various High Availability clusters on HP-UX using Service Guard 11.17 in heterogeneous SAN environment.
- Manage Enterprise Backup Solution with HPData Protector, vRanger Pro & SQL Safe Software, as well as designing full-scale Disaster Recovery and Business Continuity Solution with help of Data Domain VTL DE duplication & HP Replication Storage Suite.
- Hands on Experience on Integrating Oracle/SQL/VMware/exchange Backups through HP Data Protector GRE/ZDB/VTL Tools, also maintain Data Protector IDB & build Disaster Recovery Process.
- Deploying & utilizing VM Tools & utility (e.g. vFoglight, vRanger PRO.. ).
- Performed project coordination function for evaluation, installation, monitoring, and maintenance of server software on variety of hardware platforms.
- Build Data Replication Script based on HP Snapshot/snap clone & RSM tool, also performing Regular disk management like adding / replacing hard drives on existing servers / Storage, Space allocation based on Thin/Thick provisioning, creating new file systems and managing file systems.
- Configuring Zoning & VSAN based on requirement on CISCO/HP Storage/Switches.
- Performed security management SOX Audit, user Access administration through Sudo / Power Broker Tool, also experience on job scheduler tool like ControlM.
- Deliver IT solutions based on ITIL best practices (Change Management Process, Capacity Planning), Plan to deal with emergency response in such a way as to minimize rework.
- Participate in customer-facing meetings to identify customer business initiatives, assess opportunities and recommend potential solutions. Manage Offshore Team (> 10 Team Member) & Train them on Current Environment & Process.
- Involved Other Infrastructure Project (Schweitzer-Mauduit International, Inc) & involve for building their Disaster Recovery Solution & Testing.
- Work with core infrastructure development teams, quality assurance teams, service delivery teams and daily operations teams.
Environment: UNIX Servers running on HPUX (11.11i, 11.23, 11.11i v3 ), AIX 5.x, RedHat Linux v5.x, v6.x on x86, SUSE Linux, Solaris, HP Blades c7000, Backup S/W (HP Data Protector, vRanger Pro, & HP OPENVIEW monitoring S/W, HP surestore, Data Domain 580/565 Series with VTL, Cisco UCS Platforms (UCS 6200/6100) series, HP PA-RISC/Integrity Platform, HP/DELL/3PAR/NetApps SAN Products, VMWARE ESX 3.51 / V5.x,controlM 6.x/8.x
Confidential, Michigan
Sr. Unix/SAN Administrator
Responsibilities:
- Responsible to provide solution on Severity1/2 Problem /Incident tickets and worked on Change Request, and Work Order related to UNIX Servers & Storage.
- Performed Administration of Network Services (NIS / Ldap / DNS) on UNIX, Fixed architectural issues with the user authentication mechanisms.
- Configuring distributed file systems and administering NFS server and NFS clients and editing auto-mounting mapping as per system / user requirements.
- Implemented Virtualization using hardware nPars/ vPar / Solaris Zones (domains/partitions on Sun/HP).
- Planning, building & administering various High Availability clusters on HP-UX using Service Guard 11.17 in heterogeneous SAN environment.
- Performed project coordination function for evaluation, installation, monitoring, and maintenance of server software on variety of hardware platforms.
- Regular disk management like adding / replacing hard drives on existing servers / workstations, partitioning according to requirements, creating new file systems or growing existing one over the hard drives and managing file systems.
- Used shell/perl tools / scripts for various interests.
- Disaster recovery with the help of Ignite,vdump, Kick Start, PXE boot and other recovery tools.
- Performed security management SOX Audit, user administration (Secure shell /Sudoers) activities.
- Deliver IT solutions based on ITIL best practices (Change Management Process, Capacity Planning), Plan to deal with emergency response in such a way as to minimize rework.
- Planning, scheduling and implementing OS patches patch/package management tools such as HP swinstall, up2date, yum, Solaris patchadd, AIX install as a part of proactive Maintenance.
- Flexibly provided 24x7 production supports & executed project activities.
- Working with middleware/software teams for the deployment of the S/W & Web application.( e.g. Oracle10g,Oracle9i, Web Logic, Web Sphere and apache ).
- Train to new team member about the process & procedure & assist to other L1/L2 team member for any technical issue.
- As a part of SME (Subject Matter Expert ) responsible for preparing Technical Document & Shared on Hp/Delphi Security WIKI.
Environment: Over 600 UNIX Servers running on HPUX (11.11i, 11.23, 11.11i v3 ), Solaris10,Solaris (Ver. 9,8), Linux ( Redhat 3, 4 ), AIX (5.3) - Storage: - HP/ EMC Storage & Cisco/Brocade Switches Servers: - HP RP/Rx Server / SUN Fire E Series, Backup S/W (HP Data Protector & HP OPENVIEW monitoring S/W, Tape Library MSL 6030/ VLS 6000, Ultrim 960 Drives).
Confidential
Srv/Spt On-Site Eng
Responsibilities:
- Performed Installation/configuration/administration of HP UX(11i v1, 11i v2), Tru64 Unix(4.0F,4.0G, 5.0a, 5.1b), OpenVMS( 6.2, 7, 7.1 ) & Red Hat ( RHEL 3 ) Unix on enterprise environment.
- Storage Array/SAN Performance Tuning, configuring zoning, monitoring of Storage, Implementing Continuous Access & Business Copy Solution.
- Installation & Administration of nPar / vPar running on RP/RX 74xx/84xx Servers.
- Performed Design/troubleshooting/configuration changes/Failover activities on HP MC Service guard & Tru Cluster ( SgSAP, RAC ) .
- Deliver IT solutions based on ITIL best practices (Change Management Process, Capacity Planning).
- Flexibly provided 24x7 production supports & executed project activities.
- Firmware upgrade on Fibre Switches, Servers, Array Controller with following Change management Process & Procedure.
- Defining proper LUN security and LUN masking generate performance reports, making scripts to automate several tasks.
- Planned, performed & designed DR activities based on Continuous H/W Products, Configured Snap clone/Snapshot scripts based on customer requirement, Configured Disaster Recovery Groups with symmetric/asymmetric data transfer between sites.
- Documenting procedures and policies with using Microsoft Office & Visio Products.
- Performed performance monitoring tasks using Glance Plus/UX, Measure Ware and other generic tools. Hands on experience in kernel tuning & System security tightening.
- Hands on experience with various troubleshooting tools like Confidential Analyzer, DecEvent, HPMC decoder, ISEE for hardware troubleshooting/data collection etc.
- Defining backup schedules and strategies using HP Data Protector, Integration with Oracle RMAN, SAP BRTools & Exchange.
- Recruitment of engineers, to train and deploy them at various projects.
- Provided to Customer on HP-UX/Tru64 System and Network Administration, VA /EVA Storage Products & Data Protector Backup Products
- Executed more than 25+ Projects, Installed & manage 50 to 300+ Unix Servers on various Industries Sites ( provide project details on request )
Environment: HP PA-RISC, Itanium & Alpha Servers (RP/RX Series( nPar/vPar) Superdome, Alpha DS/ES Series ), HP Storage ( XP512, EVA 6k/8k, VA, MA Series ), Brocade SAN Switches, HP-UX 11i, Tru64 UNIX, OpenVMS, HP Data Protector.
Confidential
Customer Support Manager
Responsibilities:
- Providing Support to over 200+ Servers, 2500+ Desktop & Network.
- Installation & Monitoring Novell Cluster SFT 3.11.
- Based on Customer Requirement configured Cisco Switches in VLAN Network & Configured Router with HSRP.
- Implement Cluster Solution on Windows NT4 & deployed SQL services on Cluster environment.
- Maintaining Confidential Prolient Servers ML /DL 100,300 & 500 Series.
- Providing optimal solutions for customer queries on Windows & Novell operating systems.
- Performing OS upgrades, software installations, Implementing Security Policies.
- Installed & Configured Network Printer.
- Installed & Configured Remote Modems.
- Installed & Configured Backup Devices & Scheduled Backup jobs.
- Regular disk management like adding / replacing hard drives on existing servers / workstations, partitioning according to requirements, creating new file systems or growing existing one over the hard drives and managing file systems.
- Manage Projects for key customers of Digital Equipment & Confidential .
- Responsibility includes escalations handling and second level technical support on Confidential Prolient serves based on Microsoft/Novell OS.
- Train to Partner Technical Team to support Reseller Business.
- Work with Solution Center Team for Critical Problems.
- Achieving and maintaining 95%-100% Customer satisfaction in all Confidential clients’ projects.
- Achieved 100% SLAs in all the Confidential /Digital projects over the 5 years.
Environment: Confidential Prolientnt Servers DL /ML 100,300 & 500 Series, Digital Lp/ Lpv Servers, Cisco Switches 1900/2900/ 0, Cisco Router 800, 1600, 2600, 3600 Microsoft Windows 95/ 98 / NT3.51 / NT 4 / 2000, SCO Unix & Novell Netware 3.12, 4.0. HP Laser Jet Printers, HP DAT/Ultrium Drives.
