SEARCH

Escalation Engineer Resume Example

Resume Score: 90%

Love this resume?Build Your Own Now
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
  • Hands-on experience with multiple vendor storage arrays including IBM series, EMC/DSSD, NetApp, 3PAR-HP.
  • Experience with fiber channel infrastructure, NAS System with NFS and CIFS connectivity.
  • Experience working with, HBAs, and multiple vendor Fabric switches including Brocade 2800, MCdata 4800, Qlogic 5200/5400, Cisco MDS.
  • Experience in storage provisioning, LUN masking and SAN zoning.
  • Understanding of storage/SAN trouble-shooting, utilization, performance, capacity planning.
  • Understanding of Tiered storage and RAID levels.
  • Experience with storage optimization techniques or technologies such as storage virtualization, thin provisioning, and de-duplication.
  • Knowledge of AIX, Solaris, Windows, Redhat, Centos, and SUSE operating systems.
  • Knowledge of VMware technology (ESX ), VMotion, HA, installation, patching and provisioning of virtual hosts and guests.
  • Knowledge of disaster recovery data replication technique using remote copy.
  • Bash Shell Scripting.
  • Possess troubleshooting skills from storage array to switch to host level connectivity.
  • Customer service experience.
  • Basic knowledge of networking technologies.
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 Engineer3PAR an HP company
  • 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 SpecialistVicom Systems Inc
  • 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 EngineerIntratek Computer, 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 arrived PC 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 － HaywardComputer 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
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • 3PAR an HP company
  • Vicom Systems Inc
  • Intratek Computer, Inc

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

Similar Resumes

View All
Solutions-Specialist,-Escalation-Engineer-resume-sample

Solutions Specialist, Escalation Engineer

Axxys Technologies

Frisco, Texas