Technical Support Analyst
Resume:
Elias J Rojas
*** ********* *****, *********, **
*****.*****@********.***
Support Analyst, Level I
Americas Global Technical Support
Teradata Corporation
EXPERIENCE As a Global Technical Support Specialist I am responsible for
providing World Class service in support of Teradata customers and
CSRs handling customers and Teradata inbound calls that are
experiencing problems with
TERADATA software and hardware components.
Creating incidents and taking ownership of incidents for appropriate
investigation, analysis and resolution.
Providing recommendations to customers and/or escalating incidents
to the TGSC Second level support team when resources are limited or
when immediate assistance is needed for high priority incidents
•
PERSONAL Good verbal and written communication skills
•
SKILLS Follows up technical procedures carefully to ensure that objectives
are being met
• Team player with strong work ethics
• Perform simple to complex analysis with the use of a personal
computer
• Flexibility in a multi-managed working environment
• Ability to work in a virtual office environment
•
KEY SKILLS Solid understanding of TERADATA relational databases (Database:
Indexing, normalization, and relationships)
• Configuring Network with TCP/IP and Hosts Files or DNS entries
for TTU Client Access
• Knowledge of MS Office suite (Word, Excel, Access, Power Point,
Outlook, Internet Explorer)
• Knowledge of the LINUX SLES OS, Windows OS and Virtual
Machines (VM/MVS, etc.)
• Understanding of Intel-based, Dell-based computer hardware
architectures
• Knowledge of disk array architecture (LSI and EMC)
• Understanding of the TCP/IP protocol suite and network
configuration of switches and routers
• Experience in building and repairing Rack Mounted computing
solutions
• Experience working in a raised floor datacenter setting
Last Updated: 10/01/13 1 Page
Elias J Rojas
226 Eagleview Drive, Lexington, SC
*****.*****@********.***
Support Analyst, Level I
Americas Global Technical Support
Teradata Corporation
CLIENT Successful projects with previous customers:
• New TERADATA Systems Implementation
ENGAGEMENTS
• BAR Solution implementations
• Overall floor sweeps and upgrades of the different Teradata
hardware and software solutions per recommended Teradata
architecture
• Installation, expansion, upgrade of the current certified version of
Teradata hardware and software.
• Patch upgrades, AWS/SWS upgrades and installations
• Responsible for the creation of Change Control tickets following
Change Control templates for system changes
• Implementation of Teradata to Mainframe connectivity
• Replacement of hardware parts: Hot swap, Cold Swap
• Maintenance of Intel-based and Dell based servers, switches, bynet
and cabling.
•
TRAININGS & Teradata V2R5 Professional Certification
•
CERTIFICATIONS Introduction to the Teradata Database
• Viewpoint Installation Configuration and Support
• Aster and Hadoop training
• Teradata Supporting BAR & NetBackup on Teradata platforms
• TARA KTS
• Teradata Factory
• Converting a Teradata 5400 to 64-bit Linux
•
WORK HISTORY Teradata – Global Technical Support, 02/2011 to present
• Teradata – Customer Support Representative, 01/2010-03/2011
• Teradata – Teradata Americas Center Support, 02 2009-12/2009
• Comcast – Internet Protocol Support Rep 2, 06/2007-10/2008
EDUCATION New Jersey City University, Jersey City, NJ - Bachelor of Science,
Computer Science
CITIZENSHIP US Citizen
Last Updated: 10/01/13 2 Page
Elias J Rojas
226 Eagleview Drive, Lexington, SC
*****.*****@********.***
Support Analyst, Level I
Americas Global Technical Support
Teradata Corporation
Last Updated: 10/01/13 3 Page
Contact this candidate