SUMMARY:

Results - driven technical professional and expert in reviewing issues with hardware and software, create technical documents to improve agent proficiency, work within multiple support environments to deliver solutions efficiently. Highly adaptable professional know for problem solving, working within multiple projects, and the use of time management to manage client success. Able to work independently and contribute in team environments.

TECHNICAL PROFILE:

3PAR (7000, 8000, 9000, 10000, 20000)

SAN/NAS Storage, Sans, Open Systems, Disaster Recovery, Data Recovery, Windows, Linux hardware

NetApp E-Series Storage, Fibre & Ethernet Switches, Servers: HP, Dell, IBMscripting

Php, vbscript, bash, MySQL programs

TSM, Net Backup, Microsoft Word, Excel, Access, PowerPoint, Outlook, Dream Weaver, Cold

Fusion, Fireworks, Front Page, VISIO, Adobe, MS Project, Windows Scripting Tools

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Technical Account Mgr.

Responsibilities:

• Deliver proactive services and to provide technical advocacy to TS Support Services Customers. Strong technical aptitude for preventing problems.
• Valued technical resource to customers, peers, and all members of the Hewlett Packard Enterprise ( Confidential ) Account Team.
• Expert in Storage Confidential Technical Services (TS) Support Services Portfolio. Partners with their Proactive Service Customers and have an in-depth understanding of the customer environments from both a technical and operational level.
• Support Proactive Care and Lifecycle Event Services (LES). Very strong verbal and written communication skills.
• Partner as needed with appropriate GSD resources to ensure resolution, in event of customer satisfaction issue.
• Work closely with customers to create long-lasting relationships and create customers for life.

Confidential, Alpharetta, GA

Remote Support - Pod Lead

Responsibilities:

• Assist POD with issues regarding 3PAR storage system

Confidential, Alpharetta, GA

CSC Remote Support

Responsibilities:

• Handle elevated cases from L1
• Engage Confidential ERT as needed

Confidential, Alpharetta, GA

CSC Remote Support

Responsibilities:

• Successfully troubleshoot and document complex enterprise technical issues, including problem duplication, action planning, and problem management
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
• Communicate with Confidential customers, and manage case elevations and customer expectations
• Ensure contractual and service level commitments to customers are met
• Interface and partner with product groups, engineering/development teams, and Sales Pursuit teams
• Facilitate information gathering and validation and drive the team decision - making process
• Continue to develop and master your technical and industry knowledge across assigned disciplines
• Demonstrate team or project leadership, with an eye toward development of less experienced team members
• Capture solutions into Knowledge Management System (KMS)

Confidential, Atlanta, GA

System Support Engineer

Responsibilities:

• Problem determination and issue reproduction, SAN configuration, backup / restore, database performance tuning at server and query level, security configuration, replication, and workload / resources.
• Provided remote technical support of Confidential hardware, software, upgrades (RHEL, NPS, HPF, FDT), and solutions on Confidential Netezza platform. Completed 100% of upgrades for client satisfaction.
• Delivered effective technical support assistance to clients and Confidential field support utilizing strong issue determination / problem source identification skills.
• Use technical and negotiation skills in collaboration with other support operations / organizations in prioritizing and diagnosing problems to resolution.
• Prioritized and diagnosed problems to resolution by utilizing technical and negotiation skills, in collaboration with support operations / organizations.
• Communicated action plans to client or Confidential representative as appropriate resulting in 100% PMR / ticket closure and KCS documentation creation.
• Reduced engagement times and collected accurate information by recommending and implementing new enhancements or improvements to existing technical support tools, procedures and processes with initial customer contact.

Confidential, Atlanta, GA

OSDASD Open Systems Remote Support

Responsibilities:

• Supported XIV Enterprise Storage products, working with DS3000, DS4000, DS5000, and DS6000, Sonas, Confidential Storage Platforms.
• Working directly with external and internal Confidential customers.
• Lead team support during introduction of new code and support methodologies.
• Troubleshooting hardware, connectivity and configuration issues between storage devices and connected hosts, such as Linux, Windows, HPUX, and AIX.
• Provided concise and accurate documentation of technical resolutions by utilizing strong verbal and written communication skills.
• Developed support strategies and provided testing of new code by collaborating daily with Product Field Engineering, Development, and other support organizations.
• Ensured new hire understanding of procedural and technical requirements by delivering and support.
• Managed customer satisfaction issues by liaising between team and next level management.

Confidential, Atlanta, GA

Network Administrator

Responsibilities:

• Ensured compliance with organizational policies by performing annual security review for computer usage, system procedures and support materials, implementation and deployment procedures, and integrity and confidentiality of critical business information.
• Developed and maintained system automation scripts to simplify resource mappings by implementing and modifying scripts utilized across all systems.
• Managed and supported more than 20 Windows 2000/2003 servers, including File / Print, Exchange, SQL and Citrix servers.
• Performed local system backups / restores for production and backup environments using VERITAS Backup Exec.
• Created and supported intranet home page for IT and global business lines, and VMWare / Citrix-based DR environment.
• Coordinated and performed MS AD migration from Windows 2000 to Windows 2003.
• Created bare-metal server and workstation build process deployed to all locations.
• Supported critical business applications deployed by using Citrix.