Summary

SAN ENGINEERING PROJECT MANAGEMENT CUSTOMER SERVICE Information Data Storage Services / Local and Wide Area Networks / Code OS Upgrading Performance driven and creative professional with more than twenty years experience in the industry. Track record in the design, installation, operation and maintenance of network and SAN infrastructures for major US companies. EMC VMAX/DMX/Clariion certifications over the last seven years with EMC. Impressive record of achievement in production and performance improvement, problem resolution, and technical systems support utilizing leading engineering procedures, tools and protocols. Experience installing, configuring, and managing ECC, SANscreen, TimeFinder, SRDF/A, MirrorView, RecoverPoint, Snapview, Navisphere Manager, OpsManager, SnapDrive, Data Ontap, FlexVol, SnapRestore, SnapMirror, FlexClone, Networker, Replication Manager and Netbackup. Proven success in managing projects from inception to rollout, meeting all schedules and budgets. Adept in training, supervising and motivating staff to achieve optimal results. Skilled in establishing and maintaining cooperative working relationships with internal/external project teams, vendors and customers. Strong communication, analytical, and problem solving abilities. Working knowledge of BGP and OSPF routing protocols, Cisco multi-layer switch configuration, 7-layers analysis, and network monitoring applications. Willing to relocate. Background includes:

Project Management

• LAN/WAN Troubleshooting Functionality
• EMC VMAX storage arrays
• EMC DMX DMX4 storage arrays
• EMC CLARiiON CX3/CX4 storage arrays
• Infrastructure Construction
• Network Hardware Cabling
• Transmission Protocol Hardware Software
• Network Design Application Development
• Wiring Standards Schemes
• Cisco Upgrading Systems Tools
• Purchasing Contract Management
• Brocade SAN directors and routers.
• Mapping, Zoning and Masking storage to initiators

PROFESSIONAL EXPERIENCE

Confidential

Storage Engineer

• ITE Storage Engineer proficient within a specific solution area providing storage and backup services on VMAX, DMX and Clariion arrays.
• Performing best practice storage/backup solutions design and engineering with the ability to translate business requirements into state of the art solutions that meet or exceed expectations.
• Engaged with the customer to accurately gather and analyze requirements to competently design and implement best of breed solutions in a timely manner.
• Demonstrated technology competency and ownership ensuring reliability, availability, serviceability, scalability and high performing solutions in the Lowe's enterprise storage/backup environment.
• Reported to the Storage Engineering Project Manager and worked closely with the IT Operations and ITE server platform teams to engineer solutions that meet/exceed the business requirements for all storage, DR, and backup projects. This includes SYMCLI provisioning on SAN request across multiple environments.
• Use of multiple tools such as ECC, SAN Screen, Symmetrix Management Console and CLI to determine scope of work and provide the best solutions.
• Provided after hours support as part of team rotation also responsible to enhance and document engineering processes and support procedures for Operations.

Confidential

Service Delivery Decomm Team

• Home base Charlotte NC as Technical Project Manger with experience building out and decommissioning on server infrastructure in Production, Development, Test and other Non Production situations.
• Continual design and work within the processes to procure necessary hardware, then get it racked, powered, networked, adding Operating System, SAN storage, monitoring, remote access, backups, documentation to the point of customer turnover.
• Decommission Focus on all brands of technologies across the Americas working remotely with Data Center Management and resources with direct contact from IBSS resource both overseas and local to project.
• Act as first-level coordinator on projects involving all efforts with infrastructure project budgeting and estimation templates and procedures.
• Responsible to act as on-call point of escalation for all issues until systems are implemented, documented and turned over to Operations groups.
• Experienced with PAC2000 Change Control, Work Order assignments and creation.
• Portal Tracking Project experience along with other Wells and Wachovia systems such as Remedy and STSP.

Confidential

Senior Customer Engineer

• Managed accounts and special projects for HCA, Vanderbilt Hospital, Centennial Medical, Cookeville Medical, Emdeon, Gaylord, Ardent, Asurion, Central Parking, Dell, GE Aircraft, GM, Healthways, Lowes and Walmart.
• Performed installations, repairs and upgrades of all EMC branded equipment in both new and existing data center environments Celerra, Clariion, Centera, Avamar, AX4, Symmetrix, DMX, and VMAX .
• Performed Installations, repairs and upgrades on all Fabric switches Cisco, McData, and Brocade from departmental level to enterprise level switches while following best practice guidelines.
• Worked with customers to perform period upgrades to both EMC and third party equipment for a cross connected matrix of healthy, up to date codes for all vendors.
• Followed generated procedures for all non disruptive upgrades as well as hardware changes to online in production.
• Tracked and completed all FCO's field change orders that Corporate had indicated and followed best paratactic while using current ETA engineering technical advisory for bringing units to a healthy status.
• Participated in a regional quarterly contest for producing the highest number of customer satisfaction surveys while performing all regular duties. I was awarded first place in Q3 and second place in Q4 out of more than fifty service engineers from eight different states.

Confidential

Customer Engineer

Confidential

• Designated account Customer Engineer for Bank of America in Charlotte, NC with over fifty Clariions, Cisco and McData Switches and a one hundred twenty eight node Centera cluster
• Acted as the single point of contact for all assigned account activities involving customer impact due to hardware, software, performance, microcode, software platform, application, and network environment issues.
• Provided technical assistance to field support representatives for the installation, maintenance, and modification of designated EMC equipment. Performed customer and technical liaison activities.
• Performed installations, preventative and remedial maintenance of EMC equipment at customer locations.
• Assisted and provided technical coordination and assistance to customer service engineers in diagnosing and resolving complex problems.
• Assisted and coordinated account management duties and functions across assigned geographic regions and/or districts.
• Coordinated and planed required meetings at a frequency determined by the customer. Had to extract, track, and trend data in presentation format to customer, sales, TS and CS management.
• Ensured a high degree of customer satisfaction through direct and indirect contact which included resolution of customer situations, account management, pre-installation site planning, upgrades and repairs.
• Managed the processing and implementation of all service changes including customer requests, product upgrades, FCO's and reconfigurations.
• Provided reporting on a regular basis, determined by the customer, regarding service performance and service history using BRIO, PMAC and other EMC tools in presentation format.
• Coordinated activities between customer engineers, sales, and services to ensure all customer needs are met. Acted as the lead service contact point for all escalations on specific problems related to the Bank. Responsible for follow-up, root cause and fault resolution.
• Assisted with various sales activities, such as training customer personnel.
• Diagnosed, managed and corrected hardware/software problems of a complex nature utilizing diagnostic aids, tools, test equipment, technical bulletins, and other related reference material.
• Prepared accurate Clarify/Oracle case reporting at the completion of all events. Assured complete customer satisfaction by adherence to the following: Prompt onsite arrival time, technical expertise, knowledge of environment, professionalism and reviewing service levels quarterly, monthly and/or weekly.
• Coordinated and provided change activity and installation assistance, engineering changes, and sales changes on all equipment. Provided assistance to less experienced customer service and field support personnel on technical matters related to hardware/software issues, parts replacement and diagnostic techniques.
• Recommend programs, assisted, and instructed other customer service personnel to increase technical ability and proficiency within the company.
• Developed and provided mentoring to other customer service engineers.
• Acted as liaison to management.

Confidential

FA Technician

• Performed failure analysis on all network products including McData, Brocade, ATI, Whalley, Centera, Motorola, and APC.
• Completed a re-layout of the test area which involved a design to ease access and add additional equipment.
• Certified with Brocade Training on the following courses: 1 SAN Design Fundamentals 2 Introduction to SNMP 3 Configuration of SNMP on Brocade Switches 4 Introduction to QuickLoop with Fabric Assist 5 Introduction to Silkworm 3900 6 Introduction to Brocade 2Gb with Fabric Services 7 Introduction to Silkworm 12000 with Fabric Services 8 Monitoring, Managing Maintaining Brocade Switches with Fabric Manager 9 Introduction to Advanced Secure Fabric OS
• Configured test area for multiple scenarios with field environments to capture failures with reproducible conditions.
• Used the Agilent Technologies Storage Area Network SAN Tester a tool for testing Fiber Channel SAN switches and fabrics using 4-port SAN Tester modules Tcl/Tk application programming interface API for automating tests.
• Tested equipment running Windows interface with HFBR-5720AL optical modules as an E7900A 4-slot Router Tester 900.
• Used command line functions on network switches to test and verify functionality and capture any errors to log file to support.
• Understanding of interconnects with switches and multiple interface applications.
• Addressed logistical information along with the process in which items are returned for FA to be reviewed by Lean Manufacturing as an extra cost and handling issue.
• Performed testing and firmware upgrades on other commodities within SBM-T.
• Worked with NEI on the rework of nodes, documenting and controlling the process in which NEI conducted their procedure, facilitating the introduction of a new process for NEI to perform onsite rework on nodes.
• Identified power supply failures that were being documented incorrectly in the field, and also in the manufacturing cell, thus creating a new failure issue with vendor and placing a corrective action plan in place.

Confidential

Engineering

• Delivered second-level engineering support to the company's product partners. Interfaced with installation, manufacturing and other internal/external organizations with Customer Engineering issues. Defined and documented escalation procedures to resolve issues on site or in manufacturing environment. Performed troubleshooting tasks and Field Engineering for errors made during site visits or ordering process.
• Gathered call data to identify and drive RCA corrective and preventive actions.
• Resolved support calls minimum 50 per week within 24 hours with over 95 accuracy.
• Analyzed drawings and other related documentation and supplied appropriate equipment for new site installations.
• Supported initiatives within the engineering environment by executing new processes, tools and strategies.
• Network Technician
• Designed, installed and maintained DMS switching products for the Bellsouth account. Managed installation activities for the Tennessee and Kentucky regions as Site Team Leader. Executed operational and hardware equipment testing before initialization of online service, including XPM, DTC, LTC, and SONET.
• Performed Field Engineering on several sites for future projects.
• Provided daily guidance to a team of 12 installers.
• Ensured quality of installation and equipment for site, from ICN inception to completion. Maintained cost and quality objectives.
• Instrumental team member on STL projects such as NAV and Bar Coding.
• Served as Bar Coding Instructor for the entire region with all STL's and customers.

Confidential

Network Analyst, Enterprise Network

• Configured, installed, operated and maintained the local area and wide area networks. Supported enterprise wide teams and departments with ATM technology. Troubleshot layer 2 and 3 issues and third party vendor networks. Cisco multi-layer switch configuration along with Cisco IOS / CatOS Performance / Protocol Analysis.
• Created and maintained user accounts for LAN and WANs.
• Tested operating systems, hardware, network protocols, and e-commerce technology.
• Performed weekly systems backups on all servers.
• Configured new hardware to connect current platform and ensured compatibility for upcoming NT integration.

Confidential

Network Installer

• Installed and maintained all communications equipment. Configured all hardware including PC's, servers, modems, multiplexers and printers. Furnished technical support on hardware and software related issues.
• Built networks using Cisco and Marconi equipment in a LAN/WAN environment.
• Installed Windows NT for future platform.
• Purchased equipment and software from various vendors to meet company operating needs.

Confidential

Network Installer

• Led a team of eight in the configuration and installation of computer networks including hardware, operating systems and application software. Provided technical support for installed equipment in remote sites.
• Terminated all voice and data using various types of terminating hardware including Secor and category five cable.
• Stored and printed test results on Penta and Wavetech scanners.