Escalation Engineer Resume Example
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ESCALATION ENGINEER
Career Overview
Experienced Customer Service Engineer with 10+ years of hands-on experience in architecting, implementing and supporting SAN solutions for various clients using 3PAR /HP and EMC products.
Qualifications
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Work Experience
01/2015 to Current
Escalation Engineer
- Setting up and testing of customer architecture and environment in-house lab to reproduce any escalated bugs.
- Monitored, researched and found resolution to bugs related to late qid, GPFS and Hadoop.
- Participated in architecting customer solutions for optimizing performance using tools such as fio, vdbench, iostat and slob.
- Lead team of L2 support engineers to navigate to speedy resolution of escalated issues.
- Lead hardware upgrade, troubleshooting and replacement of field replacement unit.
- Lead software upgrade of storage device (D5/DSSD).
- Lead installation of storage device (D5/DSSD).
- Installation of custom PCIE card on client server and software upgrade.
- Presented and trained L2 and new hires on basic storage (D5/DSSD) concepts and troubleshooting skills.
- Managed several customer accounts for any proactive maintenance and reactive issues.
- Interface with developer to develop in-house multipath solution.
06/2009 to 12/2014
Senior Technical Support EngineerCoretelligent, Llc
- Provide Technical support for 3PAR data Storage installed at Various Clients.
- Perform ongoing system level remote support for 3PAR H/W & S/W.
- Diagnose and resolve customer issues related to Windows, AIX, Linux and Storage.
- Diagnose and resolve performance related issues.
- Diagnose and resolve hardware related issues on storage.
- Diagnose and resolve escalated cased from customer engineer.
- Diagnose and resolve data replication issue.
- Ensure clear and complete case level documentation.
- Maintain all case details up to date in CRM system.
- Interface with the backline support team on complex issues.
- Act as a remote technical resource to any member of the 3PAR team.
- Meet Customer satisfaction goals.
- Handle outage calls being a member of outage tower.
- Handle escalated cases.
03/2004 to 06/2009
Professional Storage SpecialistNice Systems
- Responsible for assisting customer in SAN design, installation and managing NetappF980, EMC Clarion, IBM ESS800, and 3PAR.
- Responsible for assisting customer in maintaining fiber channel switches, fiber channel adapters (HBA.
- s), and cabling.
- Responsible for assisting in managing storage from curving LUN, assigning LUNs, switch zoning to presenting the LUN to the Host.
- Understanding of Operating System platforms including Windows, AIX, and Linux and how each performs in a SAN and environment.
- Installed Vicom Product at customers like Prudential, Comcast, Wells Fargo, Siemens, Texas Legislative Council, Reed Business Information, Redstone Arsenal, Alabama, Army Human Resources Command, Saint Louis, Toray Plastic, Health First.
- Responsible for server troubleshooting related to Data Migration at customer site which spans across heterogeneous server platforms.
- Responsible for performance issues during the data copy.
- Reproduce and solve customer issues at Vicom Lab.
- Write technical documents like User's Manual, Training materials etc.
11/2003 to 03/2004
Junior Network EngineerLeidos Holdings Inc.
- Installed Microsoft security patches for Internet Explorer, Window 2000, XP and NT.
- Troubleshoot and installed peripheral devices throughout the Menlo Park Medical division of Veteran Hospital.
- Ghosted images on old and newly arrivedPC from Micron Electronics.
- Added computers and workgroups to VA domain.
- Installed and configured Mcafee Virus Scan 4.5.1.
- Enabled or disabled port depending on virus or worm infected PC.
- Installed Internet Explorer Version 6.
- Configured Xerox printer to Network.
Education and Training
December 2003
Bachelor of Science: Computer Science Computer EngineeringCalifornia State University － CityComputer Science Computer Engineering
Skills
AIX, Army, Bash, Basic, cabling, capacity planning, Cisco, Clarion, client server, hardware, Council, CRM, Clients, Customer satisfaction, Customer service experience, Data Migration, disaster recovery, documentation, Electronics, engineer, HP, Human Resources, IBM, Internet Explorer, Linux, managing, Mcafee Virus Scan 4.5.1, Micron, Windows, Window 2000, NT, ESS, NAS, NFS, Network, networking, operating systems, Operating System, optimization, developer, presenting, printer, RAID, Redhat, SAN, Shell Scripting, Siemens, Solaris, switches, switch, Technical support, Training materials, Troubleshoot, troubleshooting, trouble-shooting, upgrade
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Resume Overview
School Attended
- California State University
Job Titles Held:
- Escalation Engineer
- Senior Technical Support Engineer
- Professional Storage Specialist
- Junior Network Engineer
Degrees
- Bachelor of Science : Computer Science Computer Engineering
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