Engineer Customer Service

**** * *** *** **** 405-***-****

Newcastle, OK **065 jc_suntech@hotmail.

com

Jacob Clark

Objective To pursue challenging positions within the

Information Technology field that offers the

opportunity for continued learning and professional

growth.

Experience 8/2006-10/2010 Northrop Grumman IT/NSS-NA Oklahoma

City, OK

Unix Technical Support Representative

Provide Tier I-III technical phone support on Sun,

HP 9000, and IBM RS/6000 hardware and software.

Trained internal personnel on Sun, and IBM RS/6000

hardware and software troubleshooting.

Traveled throughout the nation to other clients

troubleshooting and repairing Sun and IBM RS/6000

systems both hardware and software as an escalation

point.

Travel to new contract locations to work closely

with customers during the transition.

Implemented a new Knowledge Management System

utilizing Cyn.in

10/2005 - 8/2006 AG Edwards and Son's Inc. St.

Louis, MO

Product Engineer/Solaris

Gather requirements from users, Design, Implement,

and Document the Resulting Solution

Monitor and report to Management, Sun's Technology

roadmap.

Document Sun hardware and Solaris policies and

procedures.

Manage and test all Solaris releases and patching.

Evaluate and test new Sun products.

Tier III contact for all Sun hardware and Solaris

issues and questions.

3/2005 - 9/2005 Northrop Grumman IT O'Fallon, IL

Senior Field Engineer

Planned and implemented Backup and disaster

recovery using Veritas Foundation Suite, Jumpstart,

Flar, and general shell scripts to automate the

processes.

Performed a Reliability Availability Survey.

Presented these to client management, and

implemented the changes to include disk layout,

data centralization, installed and configured Sun

Storedge Storade Utility, Installed and configured

cfengine, customized BMC Patrol Modules to monitor

hardware and software errors and performance, added

and reconfigured hardware to ensure redundancy,

Implemented Patch and Firmware management, and

automated documentation of system configuration.

Troubleshot and repaired Sun/IBM RS6000 hardware

and software

Traveled throughout the nation to other clients

troubleshooting and repairing Sun and IBM RS/6000

systems both hardware and software as an escalation

point.

6/2004-3/2005 Northrop Grumman IT Kansas City, KS

Unix Technical Support Representative

Provide Tier I-III technical phone support on Sun,

HP 9000, and IBM RS/6000 hardware and software.

Designed and implemented a hardware and software

monitoring utility for a heterogynous environment.

Trained internal personnel on Sun, and IBM RS/6000

hardware and software troubleshooting.

Traveled throughout the nation to other clients

troubleshooting and repairing Sun and IBM RS/6000

systems both hardware and software as an escalation

point.

1/2004 - 6/2004 Northrop Grumman IT Kansas City, KS

Senior Field Engineer

Helped plan and implement a nationwide service

contract with over 30 locations, and over 6000

servers in just under two weeks.

Served as customer liaison and POC handling all

escalations across the country until they were

resolved, reported to the customer on contract

performance on a monthly basis.

Traveled throughout the nation to other clients

troubleshooting and repairing Sun and IBM RS/6000

systems both hardware and software as an escalation

point.

8/2003 - 12/2003 Northrop Grumman IT Dallas, TX

Senior Field Engineer

Helped plan and implement a nationwide service

contract with 3 locations, and over 100 IBM RS/6000

servers.

Performed a Reliability Availability Surveys.

Presented these to client management, and

implemented the changes to include disk layout,

data centralization, added and reconfigured

hardware to ensure redundancy, implemented Patch

and Firmware Management.

Troubleshot and repaired IBM RS/6000 hardware and

Software.

Served as customer liaison and POC handling all

escalations across the country until they were

resolved, reported to the customer on contract

performance on a monthly basis.

4/2001 - 7/2003 Northrop Grumman IT Rolling

Meadows, IL

Senior Field Engineer

Helped plan and implement a nationwide service

contract with 3 locations, and over 2000 Sun

servers.

Performed a Reliability Availability Surveys.

Presented these to client management, and

implemented the changes to include disk layout,

data centralization, added and reconfigured

hardware to ensure redundancy, implemented Patch

and Firmware Management.

Troubleshot and repaired Sun, HP 9000, IBM RS/6000

hardware and software.

Served as customer liaison and POC handling all

escalations across the country until they were

resolved, reported to the customer on contract

performance on a monthly basis.

Implemented and managed a Unix Help Desk. Handled

all scheduling, customer satisfaction issues, and

personnel performance reviews

Traveled throughout the nation to other clients

troubleshooting and repairing Sun and IBM RS/6000

systems both hardware and software as an escalation

point

5/1999 - 3/2001 Decision One Lenexa, KS

System Service Engineer

Performed on-site diagnosis and repair of Sun

servers, workstations and storage products as a

representative of Sun Microsystems.

Familiarity with Sun specific internal support and

diagnostic tools.

5/1995 - 5/1999 US Army Ft. Hood, TX

Company Clerk (E4)

Implemented and operated five computer LAN.

Troubleshot and repaired faults both hardware and

software.

Designed, implemented and maintained a Microsoft

Access database to automate company record keeping.

Trained personnel in office operations, PC

Maintenance, and Administrative functions.

Education 1990 - 1995 Hartford High school Hartford, KS

Training 1999 Solaris Fundamentals

1999 Sun Desktop Systems Maintenance

1999 Sun Ultra Enterprise Server Maintenance

1999 Sun Storedge Storage I

1999 Solaris System Administration I

2001 Solaris System Administration II

2001 Sun Storedge storage II

2002 Solaris TCP/IP and Networking

2003 System Fault Analysis

2006 Solaris 10 for Experienced Administrators

2006 Symmetrix Foundations

2006 CLARiiON Foundations

2006 PowerPath Foundations

2006 SRDF Foundations

2006 MirrorView and SAN Copy Foundations

2006 Backup Technologies Foundations

2006 ControlCenter Foundations

2007 Sun High End Server Admin (12K-25K)

Skills Expert, organized, methodical approach to hardware

and software troubleshooting

Expert Knowledge of all Sun servers, workstations,

and storage through the E25K

Expert Knowledge of all IBM RS/6000 servers,

workstations, and storage through the Regatta

Expert Knowledge of Solaris 2.4 - Solaris 10

Expert Knowledge of AIX 4.3 -V6.1 With knowledge of

V7

Expert Knowledge of customer service and account

management

Excellent Leadership and Accountability

Understanding and Implementation of Linux, HP-UX,

Windows (95 - 2003), SAN, NAS, iSCSI, Backup

Strategy, Disaster Recovery, System Sizing, System

Modeling, Capacity Planning, System Performance,

Veritas Foundation Suite, Sun Cluster, Veritas

Cluster, LPARs, HACMP, Sun Management Console, HP

Openview, BMC Patrol, Drupal, Amanda, cfengine,

Perl, shell scripting, Ruby, LDAP, DNS, NIS, NIS+

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