Manager Customer Service

Kevin Jon Jacobson

***** ****** **** *****

Maple Grove, MN 55311

Phone # 763-***-****

Email: ***********@***.***

Capabilities and Skills: UNIX and Storage Area Network Management

. 10 Years experience - UNIX Management

- HPUX, Solaris, Irix, Linux (Red Hat, SUSE) and AIX

. 4 Years experience - SAN Administration

- Implemented and managed SAN environments with Hitachi and

Brocade hardware

. Other significant skills obtained

- Veritas product knowledge: Netbackup, Backup Exec, Volume

manager, Veritas Cluster Server

- Excellent troubleshooting skills

- Excellent customer interaction skills

- Knowledge of ITIL best practices and concepts

- Solid understanding of UNIX architectures

Employment History:

Consulting UNIX/SAN

3 Sixty Solutions

April 2007 to Present

. UNIX server installations and configuration

- Server installs, testing, configuration and maintenance

. Ongoing UNIX administration and troubleshooting

- Security hardening, O/S upgrades, patch management, system

tuning, performance monitoring, disaster recovery

. Provide recommendations and solutions on customer requirements

- System migrations and consolidations, Disaster Recovery

protection, Capacity planning and performance tuning

using BNC Patrol, HP MeasureWare and HP PerfView

- Analyzed and incorporated emerging technologies to suit

customer's UNIX platforms

- Documented server architecture and recommended areas of

opportunity to improve service

Technical Support Engineer

Veritas / Symantec Software

July 2003 to April 2007

. Provided standard to complex technical support to field engineers,

technicians and customers. Documented and reported design, reliability

and maintenance issues. Documented solutions to new issues for Remedy

knowledge database which included white paper authoring.

. Analyzed and resolved complex, critical and sensitive problems related to

Veritas software and numerous third party products. Set up and

participated in conference call escalations with customer technical

support and management. Prioritized open issues. Defined and tracked

software bugs. Presented innovative ideas to improve product quality.

Participated in new product releases and beta cycles to ensure

information and training requirements are met to support new products.

Researched a wide variety of technical subjects including Symantec

software, most operating systems, security and numerous third party

applications.

. Strong knowledge in UNIX and Storage Area Networks

. White paper authoring of new procedures, solutions and architectures

. Participated rotating 24X7 on-call support.

. Knowledge of Veritas products and architecture. Veritas Netbackup, Volume

Manager, Cluster server.

. Exceptional verbal and written communication, customer service

interaction and a high level of troubleshooting ability.

Skills included:

10+ Yrs experience as a Unix Administrator- Solaris, HPUX, AIX, Linux

(Red Hat, SUSE) and IRIX based Operating Systems. Vax/Vms, Windows server

experience, Windows XP desktop, Novell, DNS, TCP/IP

Solid knowledge of SAN environments with Veritas clustering software

experience

Sr. Technical Analyst (Storage Area Network & Unix Administration)

Carlson Companies Inc. / Carlson Wagonlit Travel

September 2000 to July 2003

. Storage Area Network: Implementation and management of a Storage Area

Network. Managed SAN and data storage devices that consisted of an

XP512 Hitachi storage frame, Brocade switches networked with fibre

channel to SUN and Hewlett Packard servers.

Tools: LUN configuration manager, Secure Manager, Performance Manager,

Performance Advisor, Business Copy, Brocade switch administration

software. Veritas Cluster Server

. UNIX Administration: Server Administration for SUN (Solaris), Hewlett

Packard (HPUX), AIX and Linux (Red Hat) operating systems

Tools: Veritas Volume Manager, VMware, Ignite, HP OpenView/Measureware,

BMC Patrol, Control M job scheduling tools, Legato backup software.

Forecasting and disks allocation needs for different departments,

applications and servers. Developed and maintained spreadsheets and

charts for management

. Focal point for UNIX server security

. Infrastructure projects

. System performance monitoring, analysis and tuning

. Oracle administration from a UNIX perspective

. Change Control process and procedures

. Developed best practices and procedural documentation

. Provided training and work direction

. UNIX server documentation and procedures

. Monitoring & Management of BMC Patrol, BMC Remedy IT Service

Management Suite

. 7 X 24 on-call support

UNIX Administrator

Alliant Techsystems Inc.

September 1994 to September 2000

. Provided system administration support for 30 HP business servers.

Over one hundred HP, SGI, SUN, and Red hat (Dell hardware)

workstations

. Software installations and upgrades. Hardware maintenance and

miscellaneous troubleshooting of computer peripherals

. Performed infrastructure projects

. Administered and utilized Legato backup software with Storage Tech

libraries for all server backups

. Government security administration for 3 standalone classified UNIX/NT

networks

. 7 X 24 on-call support

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