Engineer Technical Support

Michael S Taylor

www.linkedin.com/in/michaelstaylor65

Raleigh-Durham area,

919-***-**** *******.*.********@*****.***

SUMMARY

Results driven Technical Support Engineer Senior Field Service Engineer with strong experience in

NetApp ONTAP (7 and C-mode), Solaris OS, Windows, Hardware, Veritas VM. High customer relations success in quickly determining problem and identifying right solution. Ability to persevere to reach goal of customer satisfaction. Strong collaborative skills, ability to work well within teams and foster teamwork. Core strengths include:

Expertise

Tech Support/Problem Solving, Programming/Application Support, System Administration / Managment, Software Migration/Porting

Languages

ksh, bash, Postscript, JCL, RACF, SQL

Operating

Systems

Solaris, RedHat Linux, Ubuntu, MacOS X, Windows 2000/2003/ 8 / 7 / XP, ONTAP 7 &

c-mode,AIX, OS400

Software

MS Office, Word, Excel, Powerpoint, OpenOffice, Active Directory, VPN, Veritas VM,

Norton AntiVirus, McAfee VirusScan, Solaris Disksuite, Wireshark, OpenSSH, Remedy, Oracle: SQLplus, ISPF

Hardware

SPARC, Integrity, Intel, Macintosh, HP Printers, PA-RISC

Certifications

Solaris Administration / Installation

PROFESSIONAL EXPERIENCE

Epiphany Healthcare, Durham, NC 2016 - Present

Software Support

Daily case management by claiming and working issue resolution within the defined protocols. Work

towards team Level 1 goal of closing 80% within four business days. Understand and follow procedures

and policies including proper documentation of cases and troubleshooting performed. Utilizing MySQL

via Filemaker Pro for customer databases.

NetApp, Raleigh, NC 2011 - 2016

Technical Support Engineer / Field Service Technician

Answered phone calls for Enterprise customers relating to Storage product core issues and Hardware failures. Supported customers with issues that included SnapX Software including Snap Manager for Oracle, SnapCreator, Snap Manager for SAP, SnapDrive for UNIX and Windows. Provided customer support on Snap Manager for Oracle application that included Solaris, Unix and Linux. Utilized Wirehark

for debugging connectivity issues.

Consistently ranked in top percent of team in number of calls answered within 3 minute time limits.

Ranked #5 out of team members in answering all calls that included hardware, Ontap software, Snap Manager for Oracle, SnapDrive.

Served as “Go to” Unix expert in providing direct technical support to team member's customers in resolving Unix issues.

Michael S. Taylor 919-***-**** Page 2

Oracle, Raleigh, NC 2010-2011

Senior Field Service Engineer

Onsite Cisco - Supported Sun/Oracle System Administrators in advanced areas, such as command line, security, and server configuration.

Provided consulting services in support of world-class clinical services offerings with focus on enterprise architecture

Provided daily support that ensured company staff had necessary tools to perform tasks efficiently

Sun Microsystem, Cary, NC 2000-2011

System Support Engineer

Supported Sun customers ensuring customer satisfaction by providing online and face-to-face technical

support. Maintained Patch levels for wide range of servers.

Provided consulting services in support of world-class clinical services offerings with focus on enterprise architecture

Supported Solaris, Veritas VM, Netbackup, Disk Suite, and physically replaced hardware where

needed helping to maintain customer's Service Level Agreements

Implemented server installation in various customers, Administered to Storage Arrays including LUN activation and configuration.

Maintained schedule for backup personnel within NC region

Sun Microsystems, Denver, CO 1998-2000

Technical Support Engineer

Answered 20 to 30 calls a day for Enterprise customers relating to Storage Products including Sun

storage arrays and servers, and Sun software such as Veritas VM, Solaris DiskSuite, Netbackup. Also

worked in Operating System questions support. Served as Tier 2 and Tier 3 backline for TSE function.

MCI Communications, Denver, CO

System Administrator

Administered to AS400 software and hardware, UNIX OS and hardware, and mainframe hosts. Used RACF, ISPF, JCL, OS2, Windows, and SunOS. Also maintained document management via Iron

Mountain offsite storage. Produced reel-to-reel tapes in order to support Airlines project maintained

on AS400.

IBM, Manassas, VA - Chip Manufacturing Engineer

Contel, Dale City, VA - Customer Service Representative

EDUCATION

Slippery Rock University, Slippery Rock, PA

Bachelor of Communications, Minor in Mathematics

Areas of Study: Radio and Television

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