SUMMARY:

• Over 10 years Technical Support Engineer experience dedicated to achieving profitability and delivering outstanding customer service.
• Energetic professional with exceptional analytical, organizational and people skills.
• Strong personal ethics and integrity.
• Convey a professional image of honesty, compassion and concern for my customers’ needs.
• Good conflict - resolution skills.
• Work well under pressure and deadlines.
• Highly organized team-builder with strong leadership experience.
• Willing to work weekends, all shifts and overtime.
• Excellent communicator seeking a challenging position utilizing current skills and abilities.

TECHNICAL SKILLS:

Operating Systems: Window NT, Linux, UNIX, Novell NetWare 3.x/4.x, Windows 7.

Applications: Informatica PowerCenter Server Manager, Keynotes, HTML, ProactiveNet, Resonet, Multi Router Traffic Grapher (MRTG), Appswork, Oracle Enterprise Manager, Teradata, HP OpenView, BMC Patrol and Site monitoring, PCAnywhere and others.

Hardware: Teradata Corp. Equipment, 25XX, 26XX, 54xx, 55xx, and 56xx.Brocade Switches 4100, and 4900. Cisco Switches Catalyst 6500 and SUN Storage 9970, 2500 Arrays, SUN SL500 Library, D1K and SUN Servers T2000, E2900, V490. NT/HP Chassis Blades LS and HS, X330, X335, 336, 345.

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, CA

TD Customer Service Representative

Responsibilities:

• Work remotely with a team of Customer Service Representatives providing “World Class" service in support of Teradata customers located in the Bay Metropolitan Area.
• Responsible for completely resolving customer issues and maintaining a high level of customer satisfaction.
• Provide leadership in the planning and execution of hardware and software installations, maintenance, and upgrades.
• Provide hardware and software first-level technical support on 25xx through 56XX Teradata equipment within the Teradata Customer Services (TCS) Department of the Teradata division.
• On call support 7 X 24.
• Extensive experience in system analysis, account development and planning, revenue generation, asset management, and individual development for mission-critical customer support.
• Work closely with the Teradata Sales Organization to assist on support strategies, competitive service pricing, and adherence to TCS methodologies.
• Build, deploy and monitor Windows and Linux Virtual machines for performance issues and stability concerns.
• Maintain current knowledge of new server version applications.
• Diagnose a wide range of customer issues.
• Submit service reports and update account information.
• Demonstrated ability to successfully diagnose systems problems to root causes using appropriate tools and engineering resources.
• Working knowledge of networking and instrument control in Linux and Windows environments.
• Ability to troubleshooting network connection issues and establish client server connections.
• Excellent technical skills and familiarity with preventative maintenance techniques for instrumentation.
• Experience with positioning systems, including stage, pick and place.
• Skilled in resolving customer service issues and finding “Win Win” solutions.
• Excellent performance evaluations.

Confidential, San Jose, CA

Senior Data Center Support Engineer

• 3 years of stable, progressive experience as a Data Center Facility Support Engineer in a large corporate Data Center.
• Extensive experience in systems/facilities management, maintenance, and monitoring.
• Installed devices, Imaged, troubleshot and debugged.
• Recruited, interviewed, hired, trained and managed.
• Maintained low staff turnover through effective motivational management.
• Backed up tape rotations.
• Knowledge of network technologies and topologies, including TCP/IP, routing, SAN.
• Analyzed and managed all workflow projects, Responsible for all changes and improvement.
• Key member of the team that designed, constructed and re-located the data center.
• Responsible for daily report-based phone support for end user issues for Corporate and IT.
• Identified problems, troubleshot, and provides advice to users.
• On-call support 24 x 7.

Associate Operation Analyst

• Assured the highest level of Sun/Solaris and Oracle/Teradata availability, stability, and performance for IT applications.
• Provided system support and analysis for Data Warehouse Group, Kana Group, Intranet Group, and other departments.
• Performed on-demand projects as required.
• Monitored eBay's application operating systems, databases, and nightly batch jobs.
• Initiated actions to correct system problems and/or escalate to appropriate Technicians for resolution.
• Monitored Unix and Oracle/Teradata system performance.
• Provide documentation and report.
• Reported system outages, incidents, and bugs.
• Summarized data and reported on system performance at end of each shift.

Operations Analyst/Network

• Provide technical system support and analysis for company operating systems worldwide, involving UNIX / Linux and Windows NT operating systems.
• Performed continual monitoring of systems performance on hardware, software and databases.
• Summarized data and generating operational status reports to provide technical determination on bugs, system outages and incidents.
• Provided interface and communication to customers on reported site difficulties in discussion board and chatroom.
• Assisted management with various projects and operational procedures.
• Maintained documentation of operation procedures, tools and specifications.
• Provided technical expertise, excellent troubleshooting skills, and dedication to successful performance at all times.