SUMMARY:

People - oriented IT client services and administration engineer with over ten years of experience in the Silicon Valley, CA area, specializing in Storage, Data management, and Operations support for top-tier enterprise companies. Proven abilities to support and monitor servers, websites, and applications with commercial and in-house tools. Experienced with developing and documenting procedures and protocols. Accomplished in training and instructing new and existing employees in technical, policy, and procedural matters. Skilled at working in liaison positions, facilitating functions between operations, engineering,3rd party consultants, sales, and management. Experienced with working in team-oriented positions or in independent roles with remote or limited supervision, providing helpdesk and client support roles. Frequently provided 24/7 on call and non-business hour support and engineering services

TECHNICAL SKILLS:

• UNIX/Linux, including Solaris, Redhat, Debian
• All hardware platforms from F85 to FAS6000 series, NAS and SAN (iSCSI and fiber channel), SnapVault archival, Snapmirror redundancy, SnapManager and Snap Drive UNIX and Windows integration, Data ONTAP installation and support, NFS and CIFS integration, RAID configuration, performance analysis and reporting, Operations Manager installation and configuration
• Microsoft Windows NT, 2000, XP, 2003, Vista
• Web server installation and configuration: IIS, Apache, Netscape
• Web application maintenance and troubleshooting: ATG Dynamo, Weblogic, Vignette, Java
• Windows Active directory administration for operations and IT environments
• Server and desktop installation, provisioning, support, troubleshooting, repair, maintenance, licensing, and purchasing: Sun, Dell, Compaq, Gateway, IBM, etc.
• Datacenter environment experience: physical server management, cabling, patch, power and cooling management
• Monitoring services and applications, installation and customization: Sitescope, HP Openview, Netcool, SystemEdge, Nethealth, Keynote, Gomez Networks, Big Brother, Nagios, ProactiveNet
• Reporting (Brio/Hyperion, Crystal reports): ticket and monitoring trends, web log analysis, port-mortem, failure prediction
• Unix, Windows, and Perl scripting for automation and monitoring tasks
• Load balancers: Big IP, Local Director, Arrowpoint, Alteon, Cisco, Juniper
• Extensive Technical writing and documentation: Visio floor plans, network diagramming, and flowcharting, ITIL compliant documentation for monitoring and escalation, applications and scripting, failover and disaster recovery, physical and IT security, code deployment, QA and testing, corporate policy and legal compliance, datacenter usage, problem, incident, and change management
• Remote Windows administration: Terminal Services, PC Anywhere, Timbuktu, VNC
• Remedy, Vantive, RT, Bugzilla, Scopus: Ticket creation, database searching, escalation, reception, and customization
• CVS development environment

PROFESSIONAL EXPERIENCE:

Confidential,Sunnyvale, CA

Professional Services Engineer

• Delivered on-site, remote, and on-call services for all Confidential NAS and SAN enterprise storage and data management applications on a self managed, customer focused schedule at business and datacenter sites throughout Northern California
• Performed pre and post sales service functions, working directly with sales and the clients as facilitator, technical liaison and consultant, provided provisioning, architecture and deployment functions
• Provided installation services to customers, including physical site (power, networking, cooling, space) evaluation, racking, network configuration, software installation, and decommission
• Assisted customers with software and OS upgrades
• Provided a variety of supplemental services, including data migration, redundancy, data protection, automation, integration, disaster planning, customer education, and documentation
• Maintained on-call and after hours 24/7 emergency support for clients
• Major enterprise customers included: extensive on site support for Cisco and Apple, Microsoft, Tivo, Confidential, Logitech, Rambus, Stanford University, Juniper Networks, and a variety of smaller scale clients

Confidential, Brisbane,CA

NOC Engineer

• Performed day-to-day monitoring of 1000+ server enterprise environment, including web servers, java applications,, search engines, and custom product indexers using Nagios software
• Worked with Engineering and QA to deploy and monitor new code to production and test environments
• Coordinated with management to develop a 24/7 schedule that complies with CA non-exempt overtime statutes.
• Worked with ProactiveNet sales team to install and deploy a comprehensive evaluation of their monitoring, trending, and reporting software
• Developed UNIX and Windows scripting to automate code deployment and other routine maintenance activities, reducing downtime due to operator error, and decreasing duration of said activities by 50%
• Developed custom monitoring and tools for Nagios, and assisted with scaling and maintenance of that software and it’s hardware platforms
• Assisted with major effort to document and implement Sarbanes-Oxley (SOX) compliance

Confidential,Sunnyvale,CA

Process Integration Lead

• Promoted to process position 02/2005
• Worked with EDS process consultants to perform map and gap analysis as part of project to migrate into EDS ISO/ITIL compliant methodology and practice
• Performed narrative Visio mapping of Incident, Change, and Problem Management processes to produce comprehensive workflow diagrams from written, digital, and oral interview input
• Consolidated documentation and migrated internal resources to corporate leveraged environment.
• Developed and adapted technical solutions to meet functional requirements of all affected parties
• Developed workflow and tools enhancements in increase productivity.
• Communicated tools needs to external development teams to develop solutions to complex requests