TECHNICAL SKILLS

Operating Systems: Windows 2000/XP/7/10, Windows Server 2008/2012, SunOS, Linux (CentOS/RedHat/Ubuntu), MAC OS

Hardware: Intel Based IBM compatible PC’s and laptops, Color/Laser jet printers, HP blades and Proliant Servers, Dell Servers, Avaya, Netbotz Data Center Monitoring, Tape Library (Quantum), Quantum DXi Storage Devices, EMC Data Domains

Software: MS Office 2007 - 2013, NetBackup 6,7 and 7.5, WYSE Device Manager 4.7.2, Postgresl, Oracle DB, Oracle Enterprise Manager, Symantec Endpoint Protection, Simpana V.7,8,9, VMWare, MS Hyper-V, iET Solutions ITSM, Confidential, Oracle Virtual Box, Office 365, AWS, Azure.

PROFESSIONAL EXPERIENCE

Confidential - Holmdel, NJ

Sr. Support Engineer - Team Lead

Responsibilities:

• Lead a team of technical and support engineers supporting Confidential application.
• Part of development team working on a project for Cybersense. Indexing data and performing analytics to detect Ransomware and provide a last line of defense against cyber attacks.
• The current software I support enables indexing and archiving in the cloud (ECS and AWS).
• Proficient in Backup Technologies: NetBackup TSM
• Operating Systems: Windows 7/10 Server 2013/2016 2003 , Linux Redhat CentOS Ubuntu
• Administering AD, Exchange, and Office 365 in Azure cloud.
• Data Governance and Profiling
• Resolve technical issues of the Confidential product suite for Confidential Customers and Partners around the world.
• Research reported issues to find resolution through log analysis, problem replication, knowledgebase and peer collaboration.
• Log and track issues within Sale Force CRM solution including research, customer communication, and updates as the problems are being worked.
• Create detailed technical documentation defining product theory of operation and technical specifications.
• Develop superb level knowledge of existing systems from hardware perspective and acquire applications specs to aid in problem diagnosis
• Design and execute experiments to be used in the isolation of customer reported software issues
• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
• As a technical resource develop, re-define and document best practices to provide to internal teams (Support/R&D) for support process and improvements
• Utilizing VMWare, ESXi, Powershell and Oracle Virtual Box to maintain and build QA environments.
• Exposure to many hardware technologies; Dell, Hp, Hitachi servers, EMC Data Domains, Quantum Dxi devices, as well tape drives
• Working and managing a large data conversion project from local tape-based data to a cloud-based system.
• Managing two large scale projects for customers who have litigation cases and require access to highly sensitive data over several years’ retention period.

Confidential - Holmdel, NJ

Support Engineer

Responsibilities:

• Actively manage customer expectations in relation to support work taking place and planned work, under the guidance of the Technical Support Account Manager
• Work closely with Account Managers to provide world class customer service to the client
• Work with other engineers and developers to develop creative solutions for our customers, including product fixes
• Work closely with Red Hat's production support engineers, technical account managers, and Development team
• Perform other related duties as and when assigned.
• Work with existing support team and developers to provide resolution to customer issues
• Proficient in vendor control and relationship.

Confidential - Branchburg, NJ

Sr Systems Admin - NetBackup Team Supervisor

Responsibilities:

• Responsible for completing backups and restores, maintenance / upkeep and monitoring environmental integrity of the backup environment running NetBackup 7.5.0.6 for 12 data centers in the United States. This includes, trouble-shooting, patching and new installations.
• Helped in the design and architecture of NetBackup environment across 3 data centers. Using 2 master servers (failover via Veritas Cluster), up to 10 media servers, three disk backup solutions (DD/Quantum DXi), 2/3 Tape libraries for off-site media, and Cisco MDS 9340 switches.
• Responsible for documenting current configuration, verifying new backup environments being brought online and working with the Engineering team to correct any issues discovered.
• Equipment monitored / maintained includes: Clustered Sunfire Master Servers running Solaris 10 with Veritas Cluster File Systems, Media Servers running Red Hat Linux 6. Storage includes Quantum DXi 7500, DXi 8500 VTL’s along with Quantum i500’s used for duplication, and Cisco MDS 9000 series switches.
• Configure and maintain EMC Clariion CX4.xx, VNX, FAST VP, Netapp 3000x / 6000x Brocade, and Cisco fiber switches.
• Troubleshoot storage availability, connectivity and performance issues.
• Some shell scripting for automation of reporting and monitoring to uncover any potential issues within the environment. If issues are discovered, work with DBA’s / application team members as required to resolve the issue.
• Building close relations with customers and vendors are required to ensure minimal tension and quality repairs while maximizing the speed and ease of the repair while following the approval process for and break fix / project work.
• Part of Change Control team. Review and provide approvals of work to be done and coordinated with teams to make sure the appropriate steps were followed according to guidelines.
• Setup and maintain on-call rotation. Provide training and guidance for team.
• Provided third level support for team and backup/storage issues.
• Ran weekly status meeting and reviewed reports.
• Develop team strategies and procedures.

Confidential - Englewood Cliffs, NJ

Veritas NetBackup Engineer

Responsibilities:

• Maintain and manage a large enterprise NetBackup 6.x &7.x environment. 15 master servers and multiple media servers using disk and tape-based backup solutions.
• Knowledge on Oracle RMAN and backup/restore processes.
• Knowledge on Microsoft SQL backup/restore processes.
• Know basic IP security structures regarding disk and tape storage.
• Experience with virtual tape libraries.
• Experience with ITIL-based processes
• Administration of backup and storage environments in a 12hr x 7-day shift.
• Troubleshoot and resolve backup related problems or incidents.
• Monitor daily health of the Symantec NetBackup server environments.
• Follow and enhance backup and restore procedures.
• Ensure the team is meeting contracted service levels.
• Utilize the change review process and tools as required by each operational task.
• Train and mentor junior staff members as appropriate.
• Disk based backups include Data Domain and Quantum DXi devices.

Confidential - Oceanport, NJ

Technical Support Engineer

Responsibilities:

• Troubleshooting system designs and configurations of Simpana software.
• Troubleshoot and resolve complex, critical and sensitive support issues
• Handle customer issues over the telephone and GotoAssist Sessions on a daily basis
• Provide customer feedback on their issues as they are progressed
• Ensure customer satisfaction through professionalism and swift resolution
• Provide technical support of the Simpana Suite of data protection applications, including Qinetix 6.1 and Simpana 7, 8 and 9.
• Install and configured SQL and IIS for web access for Simpana
• Prioritize open issues, define and track bug in SQL DB for development team
• Handle various hardware I/O related errors for backup or restore issues to SAN, NAS, Data Domain, VTLs, and PNP library device within Confidential Software
• Recreate customer issues with test servers to isolate errors
• Train new hires by mentoring and guide on company’s best practices
• Resolve support tickets through Service Level Agreement SLA