Engineer Service

RICHARD J. GENTILE

* ****** ***** ***** *******, MA. 01864

Phone: 978-***-****

Cell 978-***-****

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

SUMMARY OF QUALIFICATIONS AND TECHNICAL EXPERTISE

Seasoned professional with more than 30 years of experience in Customer

Service in high-tech field. Exceptional at increasing customer's

installation and support experience. Invaluable at building trusted

relationships with all assigned accounts as principal technical advisor.

Developed and fostered local and global interdepartmental teamwork. Guided

customer mission critical time and made challenging administrative and

executive decisions. Recognized for outstanding Technical Support,

including remote maintenance, administration, and tuning of all hardware,

firmware, and software. Performed diagnosis and repair to Solaris/Sun

MicroSystems X86 Windows Servers including the Operating System, Networking

TCP/IP DNS, DHCP and Dell EqualLogic PS Series SAN/RAID with phone

directions or remotely administered solutions.

. Hardware: Dell EqualLogic SAN, Hewlett Packard Proliant 300/Storage

server series, and Dell PowerEdge servers, Dell 745 NAS, DAS Nexsan,

Xyratex storage and Procurve, Dell and CISCO network switching

products.

. Operating Systems Microsoft NT/2000/XP/, Microsoft Server 2000/2003,

Mac OSX network connectivity portion, VMware and Solaris 7, 8 and 9.

. Software Familiarity: Microsoft Office suite, Lotus Notes, Symantec

Ghost/Virus protection, SAP Call tracking system, and BackupExec

software.

WORK HISTORY

Dell Corporation / EqualLogic Nashua, NH.

Enterprise Level 2 Support Consultant

2009-Present

I provide RAID support utilizing email, Webex remote support and telephone

world wide working second shift from 1-9PM. The Dell SAN solution is used

in a majority of fortune 100 Companies throughout the country and world.

AGFA Corporation, Wilmington, MA 1995 -2009

Senior Support Consultant, North American (NAFTA) Division 2002-2009

Provided Windows system support to customers, field personnel and sales

principally by phone, remote desktop take over, using Questra software

across Internet, with occasional on site visits.

. Worked as sole Systems Support Consultant, 2005 to present, after

losing team due to reduction in workforce.

. Implemented major desktop takeover application throughout North

America, serving as lead architect and coordinated more than 80% of

customer install base, which yielded faster and more efficient support

resolutions and $1 million savings in travel expenses.

. Participated on team developing and hosting successful technical

training curriculum focused on enhancing field service team skills for

Networking, HP hardware, Microsoft Windows Server 2003, Networking and

storage (NAS and DAS), saving time and money, while improving customer

installation and service experience.

. Demonstrated proficiency Dell and Hewlett-Packard Support teams

resolving Server hardware/software issues.

. Tracked service calls entering issues in to SAP corporate software and

escalating as needed.

RICHARD J. GENTILE Page 2

UNIX System Administrator 1995-2002

Performed remote administration of Sun Solaris Systems throughout the US

and Canada in the Printing and Graphic design industry.

. Managed Legato Networker application routinely backing up servers and

clients.

. Assisted and administered department Network and print and storage

Servers utilized by team of 50.

. Provided end user support to all UNIX related questions, and provided

support with custom created korn shell scripts.

AUTOLOGIC INCORPORATED, Woburn, MA 1978-1995

Systems Regional Support Specialist 1989-1995

Supported x86 SystemV Interactive UNIX.

. Performed on-site visits to support both domestic and international

newspaper customers and field personnel for installation of new

products and resolution of system issues.

. Assumed District Managers responsibilities during absence.

Technical Support Specialist 1981-1989

Provided telephone support to customers and direct support to field service

personnel to resolve system issues of high resolution Imagers and various

PC based servers. Outlined and taught maintenance courses.

. Managed and directed 25 field technicians on east coast in finding

solutions to customer issues under strict deadlines.

Test Technician 1980-

1981

Developed and organized the Northeast area Overhaul and Repair operation.

Repaired Printers,

Disc Drives, and Magnetic Tape Peripherals.

Field Service Engineer 1978-1980

. Performed installations, Customer Training, and Preventive and

Corrective

maintenance on Typesetting systems designed for the Graphic

Arts Industry.

. Area of responsibilities included New York, New Jersey, Philadelphia,

New England

CERTIFICATIONS

DELL COMPUTERS

Presently PowerEdge Certified Server Engineer (DCSE)

HEWLETT PACKARD

Presently Hp Proliant Server Certified

2001 NEW HORIZONS COMPUTER LEARNING CENTER

Updated NT 4.0 to Windows 2000 MCSE

1999 TECH DATA INSTITUTE

Microsoft Certified Systems Engineer MCSE

1994 NORTHEASTERN UNIVERSITY

Completed Data Communication Certification Program

PROFESSIONAL DEVELOPMENT

Completed CCNA Boot Camp - 2008 AMERICAN INTERACTIVE

Adaptive Edge Fundamentals - 2007 PROCURVE NETWORKING

Solaris System Administration II - 2000 SUN MICROSYSTEMS

Computer Technology - 1978 CONTROL DATA

Criminal Justice Course Curriculum - NORTHEASTERN UNIVERSITY Boston, MA

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