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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.

Qualifications

Technical Skills

Skills

TSM, Backups Architecture, Disaster Recovery

Storage, SAN

ITIL

Unix, Windows, VMWare

Work Experience

Senior Backup and Restore Specialist

Confidential

Responsibilities:

  • 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

Confidential

Responsibilities:

  • 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

Confidential

Responsibilities:

  • 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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