Dennis Kloepping

Upton, MA *****

www.linkedin.com/in/denniskloepping

ac10cz@r.postjobfree.com 508-***-****

Customer-Focused Interconnectivity, Integration,

and Quality Assurance Engineer

Field-service oriented. Validate product compliancy to industry standards and develop user / training guides. Test product integration into fiber SAN. Establish and foster vender relationships. Create and facilitate training classes. Subject Matter Expert on mainframe connectivity. Create whitepapers. Areas of expertise include:

Fiber SAN and networking Ficon connectivity Subject Matter Expert Fiber Optics Problem solving Documenting issues Writing symptom-fix cases

Technical research Technical writing

Professional Experience

DELL EMC, Hopkinton, MA 2000 to 2017

Principal Systems Integration Engineer 2006 to 2017

Primary engineer for EMC products attached to IBM zSeries CPUs and fiber switches. Installed and administered multiple system environments with numerous storage and SAN products. Helped maintain 5K node ficon SAN running 250 LPARs for Quality Engineering testing. Provided technical guidance.

Debugged and documented product issues, escalating to development within multiple companies for resolution.

Troubleshoot fiber connectivity issues on corporate raised floors and connecting fiber closets.

Created white papers, requirements, and procedural and solution guides, participating in early-ship programs with IBM zSeries, Brocade, and Cisco in mainframe arena.

Developed and executed test plans, validating new architectures within 4 companies and ensuring compliancy.

Boosted customer satisfaction, acting as focal point for joint-customer issues with IBM and Dell EMC.

Created knowledgebase solutions (SalesForce), providing input to Support Matrix for delivering technical requirement information.

Acted as focal point for mainframe-attachment inquiries for entire-global corporation, assisting with customer satisfaction.

Mainframe Technical Support 2000 to 2006

Provided technical assistance to field personnel in large-computing environment. Activities include hardware, software, SRDF, computer operations, root-cause analysis, and problem determination / escalation with product development. Offered technical explanation to customer and marketing personnel.

Authored and taught 40-hour Mainframe I/O Problem Determination class, transferring knowledge to service personnel and expediting problem resolution.

Created 500+ knowledgebase solutions (Primus), assisting employees in identification and resolution of issues.

Dennis Kloepping ac10cz@r.postjobfree.com Page Two

Additional Experience

IBM, Poughkeepsie, NY

Remote Support Specialist, IBM Large System Support Center

Delivered technical assistance to field personnel in large-computing-mainframe environment. Encompassed hardware, software, installation planning, computer operations, and escalation to product engineering and service planning. Implemented 6.5K-hit-per-month internal website for technical information. 2029 Nortel DWDM support trained.

Support Customer Engineer, IBM Commercial Branch Office 335

Supervised daily activities of 14 customer engineers within service territory. Provided technical assistance within entire Branch Office. Launched customer-focus visits to increase loyalty. Received IBM Means Service Award.

Customer Engineer, IBM Commercial Branch Office 335

Serviced equipment at assigned-customer sites. Assisted computer operators.

Education

Associate of Applied Science (AAS),

Dutchess Community College, Poughkeepsie, NY

Professional Development

Basic UNIX

Advanced TCP / IP Workshop

Six Sigma Fundamentals

Recognizing and Preventing Sexual Harassment

eCompliance and Careful Communications

Project Leadership and Team-Building Skills

Business Writing: Write to the Point

Situational Leadership

Conflict Management for Individual Contributors

Fiber Channel Trace Equipment

Fiber Optic TDR

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