Engineer Customer Service

Hugh Johnson

*** ****** ****** ( CARY, NC ***** 919-***-**** ( ******@*****.***

Information Technology Professional

Unix System Administration ( End-User Technical Support ( Project

Leadership & Execution

Analytical IT professional offering extensive experience and expertise in

Unix system administration, HP and Sun computer system enhancement,

maintenance, and support, and proven strengths in system installation and

configuration, technical troubleshooting, root cause analysis, and problem

resolution. Demonstrated success partnering with cross-functional technical

teams to execute large-scale projects and deliver solutions that enhance

information backup and recovery and system performance in a global

corporate environment. Readily learn and apply new technologies to deliver

first-rate support to business customers.

HPUX, Linux & Solaris System End-User Technical Support

Administration

System Monitoring & Maintenance Customer Service

Hardware & Software Problem Resolution Technical Documentation

Troubleshooting & Root Cause Analysis System Planning & Upgrades

Technical Proficiencies

Operating Systems: HP-UX, Solaris, Linux Red Hat

Software: Veritas Volume Manager

Hardware: HP HP9000, Sun UltraSPARC, HP

Proliant

Professional Experience

Volt Technical Resources (Contracted to NetApp) - Raleigh, NC 2008 to 2009

Technical Support Engineer II / Contractor

Investigated, resolved, and escalated technical issues for warranty and

premium customers, delivering technical support via phone and NetApp

autosupport tool. Leveraged troubleshooting skills and internal technical

expertise, including higher-level engineers, knowledge base, and other

internal tools, to provide the most effective solutions to customer issues.

Researched customer issues in a timely manner and followed up directly with

the customer with recommendations and action plans, escalating issues as

necessary.

. Readily developed proficiency with NetApp hardware and software products

to deliver first-rate technical support.

Nortel Networks - RTP, NC 2006 to 2008

DEPLOYMENT SERVICES ENGINEER

Performed Unix system administration for mid-range enterprise servers

supporting global company with over 30,000 infrastructure customers

worldwide. Analyzed and implemented technical solutions spanning system

installation and configuration of HPUX, Solaris, and Linux RHEL4, new disk

storage and file system configuration and removal, and server upgrading and

decommissioning. Followed established support and escalation guidelines.

. Completed Service Delivery Requests in accordance with established

forecasted completion date to support optimal server and network

functioning.

Computer Sciences Corporation - RTP, NC 2000 to 2006

Unix System Engineer

Installed and configured new and redeployed Unix computer systems. Fielded

incoming level 2 trouble tickets, resolving system and end-user problems.

. Participated on Nortel backup improvement project team - troubleshoot and

resolved problems using Netbackup software to enhance backup data

reliability and recovery.

. Contributed to Aon migration project encompassing the installation and

configuration of 50 Sun Unix enterprise systems in a lab staging area for

deployment to 2 CSC data centers.

. Participated on Sears migration project, contributing to the setup and

configuration of 8 Solaris servers for 2 data migration moves to

development systems within 2 weekends.

. Served on Server and DB consolidation project team for Nortel account -

configured Unix enterprise on HP and Sun hardware involving remote setup

of new and re-deployed systems in the US, Canada,

and Brazil, implemented specification requirements, and completed

individual server and consolidation

work on schedule.

. Served as remote Unix support member of Unix Engineering, Sun Team at

Newark Data Center, Delaware. Resolved level 2 computer trouble tickets

and participated in service restoration calls.

. Teamed with members of Nortel transformation project team to install CA

Unicenter TNG system monitoring tool on over 1,500 Unix global enterprise

servers.

. Partnered with the Commissioning and De-Commissioning Engineering Group

to install, configure, and certify Enterprise servers for global data

centers for HP and SUN server projects on Nortel account. De-commissioned

servers and worked with SAN team to set up file systems.

Nortel Networks - RTP, NC

Unix System Administrator, Unix System Management Group (1998 to 2000)

Delivered level 2 support for Enterprise Unix servers supporting over 3,000

systems in a corporation of over 80,000. Resolved Remedium and global

change management ticket cases.

. Performed server maintenance such as alternate root disk syncing and disk

capacity management.

. Contributed to resolving problems such as corrupted mirrored root disks

and data backup transfer speed issues.

Unix System Administrator, Systems Engineering Group (1995 to 1997)

Performed planning, installation, and commissioning of new systems for new

application development, ensuring that all new systems met standardization

and documentation guidelines for support by the global data center and Unix

Systems Management.

. Delivered technical consulting and planning to local internal customers

for new projects and enhancements to existing applications.

. Utilized project skills to consistently deliver solutions within

scheduled forecast dates.

Education & Training

Master of Public Affairs in Public Administration

North Carolina State University - Raleigh, NC

Bachelor of Arts in Political Science

UNC - Pembroke - Pembroke, NC

Associate of Applied Science in Business Computer Programming

Durham Technical Community College - Durham, NC

Professional Development

HP-UX System Administration, HP-UX Network Administration ( SUN Solaris

System Administration

Toastmasters International Certificate

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