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Technical Support Engineer Resume

Hopkinton, MA

SUMMARY:

Impact - oriented Senior Systems Integration Engineer with strong software, hardware and networking configuration background. Expertise in administration of physical and virtual computer systems and storage, as well as, knowledge transfer and creation of technical documentation. Recognized for providing outstanding services to internal and external customers. Able to work independently in self-directed work environments or collaboratively in teams.

CORE STRENGTHS:

  • Install / Configure Virtual Systems and Storage
  • UNIX / LINUX / System Administration / Scripting
  • Develop and Deliver Instructor Led
  • IP Network Configuration and Administration
  • SAN (Fiber / iSCSI) Configuration Management
  • NAS Installation / Implementation / Administration

TECHNICAL SKILLS:

Operating Systems: Red Hat Linux, SuSe LINUX, Oracle Solaris, IBM AIX, HP-UX, Microsoft Windows Enterprise Servers

Hardware Systems: Intel server and PC systems, Oracle SPARCstations, IBM AIX and HP Servers, EMC Network Attached Storage Servers

Networking Protocols: NDMP, Active Directory, DHCP, DNS, TCP/IP, NFS, CIFS, NIS, Terminal Server, LACP, Ethernet Trunking, Fibre Channel, iSCSI

System Applications: VERITAS Storage Foundation for Oracle RAC, VERITAS VCS, VMWARE, VERITAS NetBackup, Legato Networker, CommVault Simpana, Solutions Enabler, PowerPath

Hardware (Other): EMC Symmetrix and CLARiiON Integrated Cached Disk Arrays, Cisco IP Switches and Routers, Allied Telesis IP Switches, Cisco and Brocade SAN Switches, EMC VPLEX, Confidential DCA

PROFESSIONAL EXPERIENCE:

Confidential, Hopkinton, MA

Technical Support Engineer

Responsibilities:

  • Provided Technical Support to customers on EMC Solutions Enabler and PowerPath products.
  • Worked Cases to completion using Technical Expertise, Documentation and Collaboration with Subject Matter Experts.
  • Reproduced customer issues in EMC labs and worked closely with Engineering to resolve issues.

Confidential, Hopkinton, MA

Senior Systems Integration Engineer

Responsibilities:

  • Instrumental in launching Partner Engineering division of startup company with 9 employees.
  • Created environment within 3 weeks where 8 people were qualifying / certifying partner software with Confidential products on multiple platforms.
  • Ordered all equipment, stayed within budget and acquired lab space.
  • Originated EMC Support Matrix for Confidential so that customers, partners and EMC personnel could confirm support of 3rd party software with specific operating system / version and specific Confidential database / version.
  • Built engineering test lab in new facility from scratch, within budget and with zero downtime, moving from remote location, including installation, configuration, and maintenance of Cisco Network Switches, Data Computing Appliances (DCA), VMWARE ESXi 4.1 and 5.0 servers, all Virtual Machine servers, AIX LPARS, Oracle SPARCStations, and HP/UX hosts for Partner Engineering testing of Business Intelligence, Data Integration and Analytics software with Confidential Databases and Hadoop by adding, rotating, and replacing equipment and software. Ordered all Servers, DCAs, Network Switches and cabinets, acquired lab space for all equipment, installed and configured all physical and virtual servers, databases, Hadoop and other miscellaneous software.
  • Enabled team productivity and efficiency by eliminating approximately 40 hours per week of installation and configuration time, resulting in entire team focus on qualification and of 3rd party Business Intelligence, Data Integration, and Analytic software with Confidential Databases and Hadoop.
  • Established and maintained EMC Enterprise Support Matrix for Confidential software test results allowing customers, partners, and EMC personnel to recognize which versions were supported thereby eliminating possibility of damage and failure to existing production systems.
  • Assisted with testing and qualification of Data Analytic software, publishing qualification results in EMC support Matrix for use by customers, partners and EMC personnel.

Confidential, Hopkinton, MA

Senior Systems Integration Engineer

Responsibilities:

  • Implemented tests, methods, and procedures to ensure continuous improvement to software quality and serviceability standards.
  • Performed Integration testing for VPLEX Storage Virtualization product with EMC Symmetrix Storage Array on Solaris, Red Hat and SuSe LINUX, HP-UX and AIX platforms as well as all Enterprise Windows platforms with VERITAS clustering software.
  • When testing was completed and successful, support was posted in EMC support Matrix allowing customers, partners, and EMC personnel to recognize which versions were supported.
  • Recreated same system problems experienced by customer, ensuring that problem was fixed, and provided feedback to management regarding required remedy.
  • Instrumental in attaining team goals by meeting and / or exceeding goal milestone deadlines.
  • Learned VPLEX and used prior technical knowledge of storage system platforms, fiber channel and networking protocols to come up to speed within 2-week period of starting in Elab.

Senior New Product Consultant

Confidential

Responsibilities:

  • Developed 12 NAS new features and function Pre-GA technical courses in 6 years, consisting of 20 to 30 new features and functions.
  • Delivered twice/year to 320 U.S. and international field Implementation Specialists and Pre-Sales Engineers resulting in increased NAS sales growth and customer satisfaction.
  • Expanded knowledge and became subject matter expert on file systems, NDMP, Asynchronous SRDF and other NAS features for 22 NAS technical trainers and 300 implementers, technical sales engineers and EMC customers worldwide. ed EMC Reward and Recognition, resulting from assuming manager’s role and responsibilities during critical scheduling and launch situations of major EMC NAS releases, meeting all goals and milestones and delivering comprehensive timeline to Director.
  • Developed and delivered 6 NAS courses to 250+ EMC U.S. and international customers resulting in greater knowledge and understanding of product complexity and enhanced customer confidence on administration of product.
  • Transitioned from NAS to SAN, satisfying an overwhelming demand for, and developed courseware and taught EMC Storage Virtualization to 312 implementers, instructors and customers worldwide.

Corporate Systems Engineer

Confidential

Responsibilities:

  • Managed implementation of EMC NAS product on worldwide basis. Developed expertise with NAS file servers and configured file systems, features and functions for customer and team member use.
  • Collaborated with sales engineers on pre-sales efforts by evaluating customer network environments, suggesting improvements, approving pre-site evaluations, and systems engineers resulting in increased sales.
  • Gave Technical Presentations to Customers and EMC personnel.
  • Re-wrote, improved quality, and delivered product documentation, scripts and software tools for EMC NAS, Disk Arrays, Windows, UNIX, Fiber Channel SAN and data communication products for implementers, reducing implementation times by 50%.
  • Installed and configured equipment and software at Beta sites, providing Beta testing documentation on all new features and functions, enhancing customers’ expectations and reducing potential problems during product release.

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