Technical Support Engineer Resume

SUMMARY

A professional data storage engineer with extensive experience in storage array hardware, software, installation, configuration and troubleshooting.
Configuration of storage and and infrastructure including: networking hardware and software for high availability (HA), disaster recovery (DR), data backups, and disaster avoidance (DA) in both Linux (Redhat, Centos and Suse) and various Windows Server environments.
Provide trouble shooting and technical guidance to customer base for issues pertaining to data access, performance, capacity, software updates (NDU), hardware replacements, and Ethernet, fiber channel and iSCSI networking.

PROFESSIONAL EXPERIENCE

Technical Support Engineer

Confidential

Responsibilities:

Run Webex and reverse ssh (RSSH) sessions for access to the customer's storage array for analysis and log gathering.
24x7 system monitoring through real - time call-home alerts and performance metrics.
Manage and provide guidance to field technicians for critical part replacements.
Extensive use of Linux tools for system and performance analysis.
Perform system software updates (NDUs).
Assist customers in areas of best practices and feature usage including: LDAP (Active Directory), failover, system management (SNMP), snapshots and IP configuration.
Troubleshoot host and data store connections.
System recovery from site power failures.
Create and publish noledge base articles.

Escalation and Sustaining Engineer

Confidential

Responsibilities:

Attend customer meetings as a technical liaison for internal management for high priority cases.
Proficiency with the installation, configuration, and testing of EMC software such as: thin pools, deduplication, compression, auto-tiering, and fast cache, RAID groups and LUNs. Extensive use of Naviseccli and Flarecons for configuration and analysis.
Plan, configure and implement SAN and Ethernet infrastructures including Brocade fiber channel and Cisco iSCSI switch architectures.
Install and implement High Availability (HA) hardware and software such as Power Path, VPLEX Disaster Avoidance (DA) systems, NaviAnalyzer and Mirror View software.
Installation of ESXi OS on Intel server platforms for creation of VMs of various Linux and Windows operating systems via VMware VCenter Client for diagnostic and IO load and performance testing and analysis.
Install and test software enablers and firmware such as: Flare, MCx, Auto-tiering (FAST), Fast- Cache, Snapview and replication.