SUMMARY:

• I wish to use my skills acquired in over 20 years of hands - on work with many large and small companies. Let me practice my diverse technical support expertise while employed with a challenging and stable organization that is looking ‘over the horizon’.
• Customer service pre sales support, post-sales support. Troubleshooting, forensic analysis.
• Sales Force, Confluence, Jira.
• Competent with Linux, MySQL, Various terminal emulation processes.
• Competent with TCP/IP and DICOM protocols. Both in Radiology and Cardiology and Ethernet.
• Familiar with network storage solutions, iSCSI storage and clients, NAS, SAN.
• MS Windows Exchange Server / MS Mail / Internet mail messaging systems.
• TCP/IP networking, Microsoft Networking. SSL s, SMTP.
• Compaq, HP, Dell, IBM desktop, laptop and server hardware.
• Specialties My specialties are converting design ideas into tested, documented, working solutions. System analysis andtroubleshooting to resolution. Back office and end-user support. Teaching people. Creating documentation.
• I excel in a team environment, but work equally well solo.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Technical Support Engineer

Responsibilities:

• Linux based clustered node storage system in both physical hardware and virtual platforms which provides a hosted backup solution for VMware, MS Windows Hyper-V and, through a installable connector for supported operating systems, MSSQL Server Databases, Physical MS Windows Servers, Linux Servers, AIX Servers.
• My role as a Support Engineer is to provide assistance to customers and also sales team staff, sales engineers, field engineers, and sales partners.
• I provide support via telephone and email.
• Support is able to connect to customer clustered system via secure support tunnel or Webex with a customers computers for a remote connection to the product.
• Typical support issues involve diagnosing backup failures and restoration failures by parsing log files for documented errors, diagnosing network connectivity issues, operating system configurations and conditions.
• The tasks involve understanding workflow for VMware Snapshots, MS Windows Hyper-V backup operations, Configuration and permissions within MS Windows MSSQL hosts in order to diagnose MSSQL database backup fails or MSSL log backup fails.
• A typical call can involve product failure, cluster node health checks, networking issues causing communication drops, hardware and software 'failures'.
• I am able to identify and resolve most situations in the field via experience, a team contributed growing Knowledge Base, Peer review, or I am able to document and escalate problem cases to our Development Engineering Group via Jira ticket.
• I will work with Development Engineering to analyze, identify and resolve a customers problem, which may be through a configuration change or software patch.
• I am responsible for the customers case from opening to resolution (closing).

Confidential, Palo Alto, Ca

Deployment Engineer / Technical Support Engineer

Responsibilities:

• Accellion produces a secure file hosting appliance in the forms of a physical server, a virtual machine under VMware or Hyper-V and hosted cloud installations in Amazon Web Services cloud space. The product is a closed LAMP product which is CentOS based and requires some *nix skills in operating system and MySQL to install, configure and support.
• I provide pre sales support and post sales design review prior to installing the product. I am responsible for the project management of the installation including the installation and configuration of the purchased product. the customers’ administration staff on the product, then support and troubleshooting of the Accellion File Sharing System and client software until the customer signs off on the installation. I am involved with SMTP messaging issues, TCP/IP ports and firewall rules over Ethernet. The product supports mobile access via a dedicated mobile client for the major platforms; IOS, Android and

Confidential . Palo Alto, Ca

Deployment Engineer / Technical Support Engineer

Responsibilities:

• Windows. I perform my job duties via remote access over secure VPN or Webex session. Support is 100% by telephone / remote access via Webex and Zoom
• Secondary duties of my group are to resolve escalated issues from The Accellion Tier 1 Support Group, The Account Managers and Sales Engineers. I may replicate the reported problem in order to work with Engineering to develop a solution, then implement that solution at the customers’ site while updating the customer of progress during the process.

Confidential, Los Altos, Ca

Software Deployment Engineer

Responsibilities:

• ScImage produces a radiology / cardiology PACS software solution for the medical community. PACS is a DICOM storage medium for digital patient data from X-ray, MRI, CT, US and Nuclear Medicine devices. I provided design review prior to installation, then I was responsible for the installation configuration, support and troubleshooting of ScImage PACS server software and client viewing software in a Windows environment. I also provide Installation and troubleshooting of MS SQL in support of ScImage software. I was involved with network connection problems via TCP/IP and DICOM handshake over Ethernet with many medical device vendors as part of the installation project. I performed my job duties hands on or via remote access over secure VPN. Support was 99% by telephone / remote access over secure VPN
• Secondary duties of my group are to resolve escalated issues from the ScImage Call Center, Sales and Field Service Technicians. In this role I would replicate the reported problem, forensically investigate DICOM and product related problems and work with Engineering to develop a solution, then implement that solution at the customer’s Site
• I was an administrator of this site. I troubleshot and resolve online customer data issues, created and support online accounts, manage and restore customer data. One of the services sold to customer is the ability to archive patient data ‘forever’. Configuring and supporting remote sites backing up ‘forever online’ to PICOMonline.com is just another process I configure at the customers site.

Confidential, San Mateo Ca.

Solution Engineer

Responsibilities:

• Sanrad produced a network appliance that ‘virtualizes’ SCSI block storage and Fiber channel fabric and direct attached network storage and presents it to many server hosts via the iSCSI protocol over an Ethernet network.
• Pre sales network design review - Can the product perform as the customer expects and as the Sales Group has promised? Diagnose and expose problems before they happen during installation and operation.
• Technical Support and more - My challenge is to install, configure, train and troubleshoot this device via telephone, E-mail or onsite visit if required. This position requires in depth knowledge of Unix, Novell, MS Windows operating systems and working knowledge of SCSI array storage and Fiber Channel array storage.
• Often times this is not an easy job due to the knowledge of the end-user and the sophistication of the product. One of the most difficult tasks is determining what the customer would like to do. Another difficult task is supporting disaster recovery steps if ‘best practices’ have not been followed.
• Extensive troubleshooting of operating systems, network design and equipment and hardware is required.
• Professional Service - Onsite visit to Sanrad customers to install, configure, train and support Sanrad products and software. Onsite visits to customer sites to troubleshoot and diagnose problems with Sanrad products or problems with the customers’ network environment.