|
|
·
Quality Assurance: Agile. Scrum. Hardware/Software/Firmware
Testing. Performance Testing. Functional Testing. Integration Testing.
Regression Testing. Manual Testing. Verification Testing. Defect writing and
resolution.
·
Hardware: Desktop & Laptop Computers. Printers. Linksys/Cisco/Juniper/Nortel
Routers & Switches. IBM/Lenovo System X, HP, Kingstar, Dell, & Fujitsu
Servers & Blades. Cisco UCS. IBM Flex Storwize V7000. IBM Flex System Manager. NetApp Filers. Lenovo
ThinkServer
·
Operating Systems: Microsoft Windows PC and Server OS. Linux OS
(RHEL, SLES, Ubuntu, Debian), NetApp Clustered Data ONTAP, VMWare
·
Applications: Office 365. Lotus Notes. Service Now. Solarwinds.
Salesforce. WebEx. Lync/Skype for Business, FreePBX. 3CX, Asterisk.
·
Customer Care: Ticket resolution, Leading Conference Calls,
Interfacing with Development as Needed, using Salesforce/ServiceNow to
document, track, and close cases
·
Scripting: C. Bash shell scripting
·
Veteran: Served in the United States Air Force from 1995-1999, working in
Electronic Countermeasures
Experience |
Lenovo – Morrisville, NC August 2019 – Present
Technical Contact Center Support Engineer
·
Serve as
the primary point of contact for DCG hardware, software, and overall problem
resolution. Perform direct contact center role via phone, eTicketing, chat, and
forums. Interface and collaborate with peer Geo Level 1 agents, Level 3 OEM
agents, and hardware and software development teams. Ownership of all software,
hypervisor, configuration, infrastructure, and usability issues
·
Resolve
complex, collaborative calls working with Level 3 teams and Hardware/Software development
teams, as well as hardware problem determination and hardware services delivery
providers while ensuring customer incident resolution at industry leading
incident closure rates. Maintain outstanding customer satisfaction scores, with
the professional communications and soft skills necessary to defuse difficult
customer situations and work to problem resolution
·
Accurately
diagnose problem severity levels and prioritize call loads appropriately.
Recreate customer issues when needed using logs, system management tools, and
industry standard problem resolution tools and protocols. Generate accurate,
high quality trouble ticket, incident documentation, and knowledge base
updates, as well as other customer and problem documentation as required
MDCentric Technologies / Skytel Systems – Morrisville, NC September
2017 – July 2019
Systems Architect
·
Provide
Tier 2/3 Technical Support to customers using Skytel VoIP and Hosted IT Solutions,
troubleshooting as needed; Ensure design of system allows all components to
work properly together and make recommendations for future upgrades
·
Configure,
maintain, and deploy customer PBX servers and phones to their specifications
·
Maintain
network & system security, integrity of the network, and evaluate and
modify system performance; Maintain backups of client servers; verifying
integrity of backup data; Real time monitoring and proactive problem resolution
of client workstations, servers, and networks including switches
·
Design,
implementation, and deployment of VMWare Virtual Server and Desktop Solutions; Design,
implementation, and deployment of Network switches, VLANs, and access points
Lenovo – Morrisville, NC
Critical Situation Manager April
2016 – July 2017
·
Establish
& maintain customer communications; Identify & engage resources to
resolve issue(s); Update case database (Salesforce); Identify Triggers &
Closed Loop issues
·
Acknowledge
ownership to client; Review and confirm description of the problem; Identify
and register the impact on the client; Establish and agree the client's
conditions of satisfaction; Make appropriate commitments to client; Verify
Problem Source entered by the Feedback Collector; Update demographic
information about the client; Update BP Information
·
Update
Notify List; Request an RTL if assistance is required from a Project Office
·
Input
Trigger Codes to the lowest level; Update Current Status at least weekly for
all active cases and as required for cases in Monitor or Client Delay; Regularly
review Phase details and update as appropriate; Update Comments with relevant
meeting minutes, emails and other activities
·
Manage
action plans as necessary and lead meetings; Ensure the client is fully updated
of progress throughout the complaint; Close complaints after reaching agreement
with clients and determine eligibility for satisfaction survey
NetApp – Morrisville, NC
Support System Engineer December 2014 –
January 2016
·
Responsible for a wide range of
functions and expertise supporting QA and Development test teams to ensure that
team objectives, ticket SLAs, and project deadlines were met; Plan, design,
implement, and lead hardware & software installation projects.
·
Installation, configuration, and
troubleshooting of Windows, Linux, & VMWare OS, as well as SAN/NAS as
needed. Configure DNS, network switches, and routers. Cloning of physical
servers to virtual servers using VMWare tools.
·
Configuration, installation,
administration, and repair of IBM, Lenovo, Cisco, HP, Fujitsu, Kingstar, and
Dell servers and Netapp Storage Solutions; Analyze, test, troubleshoot, and
debug hardware & software. Plan, conduct and direct the analysis of
business problems to be solved using Service Now.
·
Work with technical teams, to
understand functional business needs and jointly develop solutions; Problem
diagnosis and resolution. QA of installations. Ensure client satisfaction and
client management; Report to customers and management on status, resources
needs, and projected outcomes.
Lenovo –
Morrisville, NC
Linux HPC Benchmark System Administrator July
2014 – November 2014
·
Built, troubleshot and administered
clustered systems with high speed networks using appropriate tools. Installed
OS, HPC stack including MPI and OpenMPI.
Install, tune and manage parallel file systems.
·
Managed configuration of clustered/cloud
systems using Extreme Cluster/Cloud Administration Toolkit in a Red Hat,
CentOS, and SUSE Linux based environment.
·
Limited shell and perl scripting for
the purpose of automating system discovery during cluster bring-up in xCAT. Layer
2 configuration of systems and network switches as part of the configuration of
the overall cluster.
Cisco – RTP, NC
Data Center Support Engineer April 2014 –
July 2014
·
Working
in a Cisco Datacenter as a Layer 1 Technician, build and deploy Server Cabinets
in accordance with Data Center and intermediate distribution frame customer and
industry standards. Install / decommission switches and servers in the data
center.
·
Patching
of equipment in the Data center. Installing manufactured fiber and copper patch
cables. Cleanly dress cables to standards in an efficient amount of time. Follow patch plans and troubleshoot
connections that do not comply with the patch plan.
·
Develop
patch plans as necessary. Dispose of project material packaging in accordance with
local disposal procedures.
·
Perform
frame surveys to determine installation material as needed. Install grounding
on devices in accordance with industry and customer specifications.
IBM – RTP, NC
QA Test/Hardware Development Engineer July
2005 – October 2013
·
Re-create and answer
all hardware related defects as they are opened. Interact with management and
test to ensure resolution of all defects in a timely and efficient manner.
·
Pre-flashing system
firmware. Cloning of OS Installs to other drives using programs such as Symantec
Ghost and CloneZilla; Perform RAS testing, Unit testing, Functional
testing, Scalability, and Performance testing through each stage of the
hardware and software development cycles on IBM X-Series Servers. Hardware
testing to include bugging of hardware using soldered wires or manually
grounded pins on connectors, to verify proper error handling by system control
software.
·
Perform installation and configuration of Windows,
Linux, and VMWare for testing on IBM System X Rack Mount, Blade, and Flex
server offerings. Hosting and deploying virtual server images as required.
·
Project management duties including, but not
limited to, maintaining proper documentation of status and pass/fail statistics
of systems under test; creating test configurations using test plan manager,
developing test plans from functional specifications.
ATOS
Origin / NESC – RTP, NC August
2004 – June 2005
Various
Contracts
Zurn
Industries – Sanford, NC May
2003 – March 2004
Verification
Test Technician
Starchat
IRC Network / Illumichat IRC Network – Worldwide March 2002 – August 2005
Network
& Server Administrator
Nortel
Networks – RTP, NC December 1999 – August 2001
Quality
Assurance Engineer
United
States Air Force – Pope AFB, NC November
1995 – November 1999
Electronic
Warfare Systems Journeyman
Education |
U.S. Air Force Technical Training Center – Keesler AFB, MS January 1996 – September
1996
·
Received
technical training certificate in Basic Electronics and Electronic Warfare
Systems