Technical Support Engineer Resume Profile Hopkinton, MA - Hire IT People

SUMMARY

Impact-oriented Senior Systems Integration Engineer with strong software, hardware and networking configuration background. Expertise in administration of physical and virtual computer systems and storage, as well as, knowledge transfer and creation of technical documentation. Recognized for providing outstanding services to internal and external customers. Able to work independently in self-directed work environments or collaboratively in teams.

TECHNICAL QUALIFICATIONS

Operating Systems	Red Hat Linux, SuSe LINUX, Oracle Solaris, IBM AIX, HP-UX, Microsoft Windows Enterprise Servers
Hardware Systems	Intel server and PC systems, Oracle SPARCstations, IBM AIX and HP Servers, EMC Network Attached Storage Servers
Networking Protocols	NDMP, Active Directory, DHCP, DNS, TCP/IP, NFS, CIFS, NIS, Terminal Server, LACP, Ethernet Trunking, Fibre Channel, iSCSI
System Applications	VERITAS Storage Foundation for Oracle RAC, VERITAS VCS, VMWARE, VERITAS NetBackup, Legato Networker, CommVault Simpana, Solutions Enabler, PowerPath
Hardware Other	EMC Symmetrix and CLARiiON Integrated Cached Disk Arrays, Cisco IP Switches and Routers, Allied Telesis IP Switches, Cisco and Brocade SAN Switches, EMC VPLEX, Greenplum DCA

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Engineer

Part of a Team that is responsible for Customer Satisfaction ratings of 90 and better. Provided Technical Support to customers on EMC Solutions Enabler and PowerPath products. Worked Cases to completion using Technical Expertise, Documentation and Collaboration with Subject Matter Experts. Reproduced customer issues in EMC labs and worked closely with Engineering to resolve issues.

Confidential

Senior Systems Integration Engineer

Instrumental in launching Partner Engineering division of startup company with 9 employees. Created environment within 3 weeks where 8 people were qualifying / certifying partner software with Greenplum products on multiple platforms. Ordered all equipment, stayed within budget and acquired lab space. Originated EMC Support Matrix for Greenplum so that customers, partners and EMC personnel could confirm support of 3rd party software with specific operating system / version and specific Greenplum database / version.

Confidential

Senior Systems Integration Engineer

Performed Integration testing for VPLEX Storage Virtualization product with EMC Symmetrix Storage Array on Solaris, Red Hat and SuSe LINUX, HP-UX and AIX platforms as well as all Enterprise Windows platforms with VERITAS clustering software. When testing was completed and successful, support was posted in EMC support Matrix allowing customers, partners, and EMC personnel to recognize which versions were supported.
Recreated same system problems experienced by customer, ensuring that problem was fixed, and provided feedback to management regarding required remedy.
Instrumental in attaining team goals by meeting and / or exceeding goal milestone deadlines.
Learned VPLEX and used prior technical knowledge of storage system platforms, fiber channel and networking protocols to come up to speed within 2-week period of starting in Elab.

Confidential

Network Attached

Developed 12 NAS new features and function Pre-GA technical training courses in 6 years, consisting of 20 to 30 new features and functions.
Delivered training twice/year to 320 U.S. and international field Implementation Specialists and Pre-Sales Engineers resulting in increased NAS sales growth and customer satisfaction.
Expanded knowledge and became subject matter expert on file systems, NDMP, Asynchronous SRDF and other NAS features for 22 NAS technical trainers and 300 implementers, technical sales engineers and EMC customers worldwide.
Awarded EMC Reward and Recognition Certificate, resulting from assuming manager's role and responsibilities during critical scheduling and launch situations of major EMC NAS releases, meeting all goals and milestones and delivering comprehensive timeline to Director.
Developed and delivered 6 NAS training courses to 250 EMC U.S. and international customers resulting in greater knowledge and understanding of product complexity and enhanced customer confidence on administration of product.
Transitioned from NAS to SAN, satisfying an overwhelming demand for training, and developed courseware and taught EMC Storage Virtualization to 312 implementers, instructors and customers worldwide.

Confidential

Corporate Systems Engineer

Collaborated with sales engineers on pre-sales efforts by evaluating customer network environments, suggesting improvements, approving pre-site evaluations, and training systems engineers resulting in increased sales.
Gave Technical Presentations to Customers and EMC personnel.
Re-wrote, improved quality, and delivered product documentation, scripts and software tools for EMC NAS, Disk Arrays, Windows, UNIX, Fiber Channel SAN and data communication products for implementers, reducing implementation times by 50 .
Installed and configured equipment and software at Beta sites, providing Beta testing documentation on all new features and functions, enhancing customers' expectations and reducing potential problems during product release.

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Technical Support Engineer Resume Profile

Hopkinton, MA

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