SUMMARY:

• Over 16 years experience in the IT field with an emphasis in technical support and UNIX/Linux system administration and now Hadoop support experience.
• Proven experience supporting mission critical systems with enterprise customers.
• Hadoop system administrator with Elasticsearch and Confidential products
• Experience in using Salt configuration management software
• Confidential cloud storage multi - nodes build, deployment and upgrades
• Skilled in providing technical support with Linux, UNIX, TCP/IP, databases and applications
• Experience in using CRM applications like Salesforce, Zoho and Remedy
• Skilled at customer communication and keeping customers satisfied
• Worked directly with our engineering group with tools like Bugzilla, Github
• Experience in using Unix bash, SED and AWK scripts for administration
• Linux Red Hat, Centos, Fedora, Solaris and Windows
• Networking knowledge of TCP/IP HTTP/SSH/CURL/SSL/DNS/DHCP/FTP/SNMP/NTP/SMTP
• Linux/UNIX technical support, implementation and administration
• Wrote Bash scripts for system administration, analyzed Python scripts for troubleshooting
• Database PL/SQL development and maintenance: Oracle
• Taught a 3 day messaging training course to customers in Europe
• Documented user requirements and wrote Method of Procedures (MOPS)
• Routers/Switches/Clustering/Load Balancers/Firewalls/RAID/SAN/NAS
• Server Hardware: IBM BladeCenters, IBM Storage Systems DS3400
• Network Hardware: F5 Viprion load balancers, Cisco switches, BNT switches, Cisco routers
• Application and webserver support, setting up basic Apache Webservers
• Support our Amazon AWS S3 compliant cloud storage software
• Regularly use Openstack KVM and Oracle Virtualbox
• Supported Telco grade mobile MMS/SMS messaging systems
• Support over 6 million subscribers with 80,000 messages a day in a 7/24 live production environment

PROFESSIONAL EXPERIENCE:

Senior Security Hadoop Admin Support

Confidential, Concord, California

Responsibilities:

• Supported a security big data system using Elasticsearch and Confidential big data products.
• Managed the infrastructure of the 400 node system within Confidential .
• Provided 1st and 2nd tier support of the application to the users and represented the application to other groups.
• Handled trouble tickets and aided various groups such as data scientists and security analysts.
• Performed change windows for upgrading and maintaining the Hadoop hardware system and software application.
• Represented our team in meetings with other groups within the company.
• Wrote up documentation for processes and procedures such as how to use our system and designed Visio documentation of the system and its data flow for our management.

Hadoop Support Engineer

Confidential, Santa Clara, California

Responsibilities:

• Research issues and follow up directly with customers to make recommendations and action plans.
• Maintain and control and management of the overall resolution for any escalated case, even when cross - functional groups are involved.
• Create knowledge base content to capture new learning for re-use throughout the company and for customer use and participate in the on-call rotation with other technical support engineers.

Senior Technical Support Engineer

Confidential, Foster City, California

Responsibilities:

• Provide support, installation and configuration to our object storage software.
• Support the engineering group with testing and QA of our new releases.
• Configure virtual environments for testing and support analysis.
• Write up documentation for our customers.
• Create shell scripts for monitoring log files, do troubleshooting, work on maintenance windows for troubleshooting and configuration changes.
• Have taught an application class to our customer.
• Work with customers in South America, Belgium, Italy and Japan.

Support Engineer

Confidential, San Ramon, California

Responsibilities:

• Provide engineering and hardware support to major mobile providers.
• Help manage our clustered blade servers in the customer’s mobile telephone switching offices (MTSO) and data centers.
• Perform Linux Red Hat support and system administrative duties such as rpm installations, Linux process troubleshooting, Bash script troubleshooting and reports troubleshooting, Handle customer calls for alarms they receive.
• Perform Change Windows, for things like hardware replacement, Vlan, networking changes on the F5 Viprion servers.
• Support our application using with the customer’s CDMA or GSM/UMTS interface, processing millions of subscriber’s transactions.
• Support our application which optimizes web and video traffic for the cellphone subscribers.
• Write Method of Procedures documentations and have mentored new hires and people without Linux skills.

Technical Support Engineer

Confidential, Point Richmond, California

Responsibilities:

• Support the company's open sourced Confidential Linux based video routing systems.
• Perform telephone and email support helping customers by troubleshooting issues after installation and help them with ongoing support.
• Help build, configure and deploy our systems working with our video router products, which include our video matrix router, Linux servers and network switches.
• Work with hardware devices integrating audio and video technologies such as HDMI, DVI, Blackmagic video/audio streaming and ClearOne audio mixers.
• Helped make and deploy Shell scripts for certain things like error checking, printer and disk space issues.
• Have been using Wiki pages Zoho to document our knowledge.
• Work at all levels of the OSI TCP/IP based networks, for example configure network tunneling in order to get RTSP streaming video and HTTP GUI interfaces from the customer's site.
• Perform ongoing Linux system administration on our systems.

Technical Support Specialist

Confidential, Emeryville, California

Responsibilities:

• Performed technical support for our 2000 customer’s servers, working Sunday - Wednesday providing telephone and email support to customers all over the world.
• Our application works on UNIX and Linux environments.
• Have extensive experience in UNIX System and Ethernet network administration, working in various environments including Solaris, AIX, HP-UX, DEC UNIX and Red Hat Linux. Some of the duties performed were system performance; TCP/IP network issues such as OSI based L2-L7 troubleshooting with Telnet/SSH/HTTP connections, firewall issues, DNS record testing and application layer network port packet troubleshooting.
• Additional support such as Sendmail email issues, Iptables, UPS, VMWare, MySql, Oracle, managing user accounts, and troubleshooting Tomcat/Apache connection issues.
• Tools I used C/bash/Awk shell scripting, packet flow analysis with Ethereal/Wireshark packet sniffer program, also provided PC support for client server handshaking connections as well as printer support for our customers.
• I am self-motivated. On Sundays worked mostly by myself, supporting users from the Pacific region.

IT System’s Manager

Confidential

Responsibilities:

• Managed the Linux servers, Cisco routers, Cisco switches, printers, PC desktops and Macs for over 300 users. Maintained TCP/IP, DHCP, DNS, Sendmail, Samba, Majordomo and user accounts with RedHat 9 Linux. Managed the Webster website using Apache.
• Fixed and maintained Compaq computers. Used software products such as Partition Magic, Symantec Ghost, Drive Shield, and Microsoft Office.
• I became the support person for the staff/faculty applications such as Peachtree Accounting Software, the WISE Student Registration and Billing system.
• Fought virus, spyware and spam to protect our Mail server, Samba drives, desktops and laptops.
• Also educated the staff, faculty and students about viruses and spywares. Team leader of 7 staff and student interns to support the Linux servers, website, PC end users and computer labs. Maintained our connection to the Internet with our ISP, managed the internal Ethernet TCP/IP network traffic with packet data monitoring.
• I managed 3 Linux servers, 140 Windows 98/XP PCs, 1 Cisco 2600 router, 7 print servers, 5 Cisco 2950 switches, and 7 3Com hubs.
• Rebuilt the L2 Ethernet network with Cisco routers and switches.
• Established and managed relationships with ISP, network consultants, outsourcing and suppliers. Leader of the Computer Science Department, made the course schedule, have taught classes, advised the computer science students, and managed computer science instructors.