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Support Manager Resume Profile

Career Overview

  • Expert Certified Senior IBM Tivoli Storage Manager TSM Engineer offering vast knowledge on Planning, Implementing, Administering and Troubleshooting multiplatform large scale enterprise backup restore environments.
  • IT professional with extensive experience 18 years in Systems Administration, Storage Systems Software, Enterprise Applications SAP , Projects People Management, Disaster Recovery.
  • Expertise on deploying backup restore architectures with TSM applying the best practices for configuring, protecting monitoring systems Unix/Linux, Windows , applications SAP, Oracle, DB2, SQL, Exchange, Domino and devices All IBM Tape libraries Disk Storage Systems including Virtual Tape Libraries .
  • Experience on Disaster Recovery exercises testing whole systems recoveries bare metal at remote locations involving off site tape management.
  • Experience on Supporting TSM Administrators on Critical Situations and providing procedures and scripts for improving daily duties.
  • Experience on Service Management tools Service Center, Remedy, Maximo for attending incidents, problems, changes and tasks.
  • Experience on Teamworking for complex projects and issues.
  • Experience in all TSM backup technologies: Fulls, Incrementals, Differencials, Images, Online Database backups, Online emails backups, NMDP NAS backups, data compression, data deduplication and data replication.
  • Experience with Reporting tools TSM Reporting Bocada and making ad hoc SQL queries
  • Experience in automation through TSM native scripting, Unix or Windows Scripting and Perl.
  • Experience in migrating TSM 5.X to TSM 6.X using any of the available mechanisms
  • Good knowledge of All IBM Strorage Systems
  • Good knowledge of relevant Unixes and Windows Operating Systems
  • Passionate for providing Excellence, enjoy what I do and working with other people, focused on Customer satisfaction.


Technical Skills


TSM, Backups Architecture, Disaster Recovery

Storage, SAN


Unix, Windows, VMWare

Work Experience

Senior Backup and Restore Specialist



  • Provide 2nd/3rd level TSM support to all existing accounts
  • Provide Assistance on critical situations 24 x 7
  • Review Customer Environments for Assessments Improvement Proposals
  • Follow Change Management ITIL workflow for tasks and deployments
  • Follow Problem Management ITIL workflow for recurrent incidents and root cause analysis
  • Perform Capacity Planning activities on Customer Infrastructure when planning new implementations
  • Run Customer Audits for Reviewing current environment, Comparing against best practices, Creating submitting recommendations and Applying fixes once they are approved
  • Make TSM/OS Scripting for large scale deployments under AIX, Linux and Windows systems for automation and/or massive corrections/changes
  • Comply with stated Process Procedures
  • Perform New implementations on time and quality as expected
  • Make Customer Runbooks/Documentation as a project delivery
  • Deliver Projects to daily TSM Administrators
  • Function as an Advisor sending out technical notes to TSM ongoing Admins team for automating solving day to day requirements or improving using the best practices
  • Perform upgrades from TSM Server 5.X to TSM Server 6.X using any of the available methods: same system/another system/network/media

Senior Tivoli Storage Manager Administrator



  • Customer Meetings for pending issues communications
  • Customer Changes for backup software installation or upgrades
  • Customer Capacity Planning to predict needed resources given an estimated load
  • Customer Audits to ensure stated backup policies are current against contracted services
  • Customer DRs and preparation for DR tests, including but not limited to offsite tape management
  • Customer Runbooks/Documentation to keep updated procedures for recurrent tasks including the Disaster Recovery
  • Assist with Hardware changes with the needed preventive tasks and post configurations
  • Coordination with other Hardware/Admins/SAN Teams performing tasks requiring collaborative efforts
  • Software changes to keep updated the backup software
  • Coordination with Admins to follow the shift turnover
  • Change Control workflow
  • Sponsoring the Changes at the CCB Meetings
  • Support to Admin Teams
  • SEV1/Sitman Calls for assigned client
  • Root Cause Analysis
  • Accept and resolve Incident tickets
  • Accept tasks daily and coordinate with fellow team members to get Task accomplished
  • Daily validation that ALL processing is completed and TSM instances are DR ready

Technical Support Manager



  • Technical leadership on IT solutions offerings mainly with IBM Systems, Storage Software.
  • Technical leadership on SAP Business One offerings
  • Resources management on projects executions.
  • Implementing IBM products: xSeries servers Windows based , Tivoli Storage Manager, XIVs Storage Servers formerly named ESS , DS8000 Storage Server formerly named FAST and Tape Libraries like TS3500 and TS3200 formerly named 3584 and 3583 .
  • Implementing SAP products: SAP Business One, Processes Reengineering and software personalization to match business rules

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