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Engineer Technical Support

Santa Clara, California, United States
March 01, 2018

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Gina Wiltshire

Santa Clara, CA

408-***-**** /


Accomplished Systems Administrator and Technical Support Engineer with over 15 years of experience in Data Center Engineering and Support.

Extensive and progressive administration and test experience configuring and maintaining secure, complex, distributed applications/platforms as well as implementing centralized management tools. Support Company's critical server farm and IT datacenter in a mixed infrastructure containing Windows and Unix/Linux servers.

Administer network switches, firewalls, VPN, Routers and related hardware.

Manage the successful delivery of projects on strict schedules and budgets.

Exercise judgment within generally defined policies and practices to identify and select a solution.

Consistent track record using technical skills and business knowledge to deliver quality products that meet business integrity and requirements.

Professional Experience:

Intel Corp., Santa Clara, CA 2016 – 2018

Data Center Physical Touch Support Specialist

Support Data Center environments, including light equipment handling, dock to rack, and Windows & Linux server support, and after hours on-call support. Also included are standard Service Management functions; Asset Management, Incident Management, Service Request Management, and Knowledge Management.

Support computing hardware, i.e. Dell, HP, Quanta, and Supermicro for design engineering.

Manage large scale installs of Linux, Solaris or Windows servers in DC environment using OS provisioning tools such as Altiris or IPPF or PXE.

Coordinate, train and execute multi-team patch process for computing hardware.

Hands-on experience with TCP/IP networking, including Ethernet, IP addressing & subnetting, routing, and network troubleshooting

Monitor ticket queue for new Incident & Request Tickets and assign as appropriate.

Test and troubleshoot computer hardware/software issues. Execute root cause analysis within specified service level agreements.

Interface with and manage working relationships with hardware vendor technicians, engineers, and management.

Cisco Systems, San Jose, CA 2009 – 2016

Data Center Support Engineer / System Administrator

Member of Tier2/3 Support Team, which provides technical support and expertise for global production Data Centers, installing and configuring servers, diagnosing failures and repairing hardware issues.

Responsible for functions in support of computing hardware, i.e. HP, SUN, and UCS for design engineering in Cisco data centers.

Unix/Linux Sys Admin skills to focus on Solaris and RHEL (CEL) Operating System.

Switch/Router configuration and troubleshooting – Cisco and Juniper Switches/Routers platform

Knowledge of Network Cabling/Patch Panel involving DAC/Fiber/Cat5 cables.

Basic networking knowledge of DNS/DHCP/NIS Services.

Proficiant with VMware (vSphere, vCenter, vMotion, etc.)

Expertise with Server virtualization (ESXi, KVM), Cisco UCS Manager, Remedy Case Tool, CSCC, SCH

Develop and document other standards needed to implement repeatable troubleshooting skills, networking monitoring, and hardware health monitoring.

Hewlett Packard, Cupertino, CA 2008 – 2009

Data Center Support Engineer / System Administrator

Provide technical support and expertise in the creation, tracking and delivery of software products. Drive technical research and collaboration with developers in the definition, design, development, and usage of software development tools and systems.

Lead teams in planning, supporting, coordinating, and integrating, trouble-shooting, and administering systems used as part of the Software Development infrastructure. This included the documentation, the design, code, integration, testing activities, the change control activities, the release activities and the process definitions as well as the tracking and delivery of Software products.

Hewlett Packard, Cupertino, CA 2001 – 2007

Systems Software Engineer

Characterized and analyzed SPECweb99, SPECweb99_SSL, and the SPECweb2005 benchmarks on HP-UX and Linux for IPF and PA-RISC architectures. Contributed to weekly SPEC committee meetings.

Identified and resolved performance issues with SPECweb work loads on HP-UX, compiler, and application software (Apache/Tomcat/JSP and Zeus/JSP). Produced world-leading benchmark results. Published disclosures showcasing the processing times of the HP Integrity server product line outperforming competitors’ processing times.

Validated performance of new networking interfaces, switches, cumulative transport and streams patches, and the large-send implementation. Effectively communicated findings and issues to the development teams resulting in higher quality software.

Utilized performance tools and instrumentation to characterize system attributes, e.g. networking, performance fine-tuning, and TCP/IP network trouble-shooting

Identified performance tuning opportunities and worked with the development organizations to implement into new software products.

Performed benchmark testing including initial test system/ring setup, administration, and documentation to ensure repeatable results.

Improved quality, manageability, and quantity of benchmarks that ensured HP-UX performance did not regress during the software development cycle.


De Anza College, Cupertino, CA (Computer Science)

Addition Skills:

MS Project, MS Office Suite, MS Access, MS Excel, Windows 98-2010, HP Open view, Solaris, RedHat and CentOS Linux.

Hewlett-Packard Certification courses include HP-UX Internals I, HP-UX 11.X Internals, HP-UX Performance and Tuning, HP C Programming, Unix Shell Programming, Linux Administration I and II, Linux Administration I and II, Systems Development Life Cycle (SDLC), and Polices and Procedure (CMM).

Excellent interpersonal, listening, verbal/written communication skills with demonstrable ability to interact effectively with people at all levels of an organization.

Excellent customer service and negotiation skills that lead to mutually beneficial outcomes.

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