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Technical Support Engineer

Location:
DeBary, FL, 32713
Posted:
October 09, 2018

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Resume:

Amanda M Dunning

** ****** **.

Debary, FL *****

386-***-****

ac7byl@r.postjobfree.com

TECHNICAL SKILLS:

• Ability to use network diagnostic tools, such as ping, telnet and trace route.

• Ability to develop security, performance, and user support baselines, then implement and maintain those baselines

• Install, manage, and maintain Windows 98/ME, Windows 2000 Pro, Server, Advanced Server, and Windows XP

• Utilization of Microsoft Office Suite building spreadsheets and documents to maintain an organized work environment

• Over 7 years’ experience providing NetApp support in a Break/Fix environment, dealing with Data ONTAP both CDOT and 7-Mode systems, I have worked with troubleshooting Windows SAN, ESX multipath environments, as well as troubleshooting Cluster Peer environments involving Fabric Switches, also comfortable with storage protocols including NFS, CIFS, and FC. I spent the last couple of years working with NetApp SnapMirror/SnapVault technologies as well as several years focused on Hardware, Very knowledgeable when it comes to Autosupport analysis and using all NetApp tools, including WebEx, for troubleshooting and resolving cases. At one time I was delegated as the senior resource for the Federal & Major Accounts Hardware team responsible for training new hires coming on the floor after initial hire training.

• Over 6 years’ experience managing technical teams and training coworkers on handling technical case work, managing field tech work orders, as well as monitoring data center operations and networks.

BUSINESS SKILLS:

• Ability to handle changing priorities and deadlines

• Ability to work well on group projects

• Ability to communicate though group discussion, email, and lab reports

• Practice professional attitudes and ethics including integrity, dependability, patience, and determination

EDUCATION: Florida Technical College 2003- 2005 Deland, FL

Associate of Science Degree: Network Administration

Core Course Work:

• Microsoft Office Suite XP

• Cisco switching and routing

• TCP/IP

• A+ Hardware and Software

• Network + Hardware and Software

• Windows 2000 Professionalaz

• Windows 2000 Server

• Windows 2000 Network Infrastructure

• Implementing Windows 2000 Directory Services Infrastructure

• Designing Windows 2000 Directory Services Infrastructure

• Windows 2000 Security

• Designing Windows 2000 Network Infrastructure

EMPLOYMENT:

Convergys/NetApp Account Technical Support Engineer 2010 - Present Lake Mary, FL

Provides multi-level technical support for diagnosing, reproducing, and resolving software and hardware issues in relation to NetApp Storage systems including loop troubleshooting, PCI-NMI errors, and down filer situations. Over 7 years’ experience providing NetApp support in a Break/Fix environment, dealing with Data ONTAP both CDOT and 7-Mode systems, I have worked with troubleshooting Windows SAN, ESX multipath environments, as well as troubleshooting Cluster Peer environments involving Fabric Switches, also comfortable with storage protocols including NFS, CIFS, and FC. I spent the last couple of years working with NetApp SnapMirror/SnapVault technologies as well as several years focused on Hardware, Very knowledgeable when it comes to Autosupport analysis and using all NetApp tools, including WebEx, for troubleshooting and resolving cases. At one time I was delegated as the senior resource for the Federal & Major Accounts Hardware team responsible for training new hires coming on the floor after initial hire training.

• Fiserv Lead Associate Technical CSR/Technical Support 2007 - 2010 Irving, TX

Shift manager over a team of network analysts responsible for maintaining organization of work flow for the business unit. Daily tasks consisting of organizing spreadsheets, station assignments, managing severity issues, performing business quality control and providing training of staff as needed. Responsible for resetting of security passwords, escalating virtual desktop, application, and hardware issues after hours, also processing of backup tapes to be shipped offsite. Worked with diagnostic tools used to monitor and troubleshoot networks, including ATMS, Host servers, and Batch transmissions. I was also trained as a backup to the server admin team to assist with afterhours support.

• CompuCom Systems Inc. Technical Support 2005 - 2006 Dallas, TX

Primary go between for CompuCom and Xerox for all issue pertaining to business flow and tech support for all mountain and pacific times zones. Working one on one with regional, district, and local managers to maintain organized tech support. Responsible for building spreadsheets and training staff on creating tech orders, organization of tech work load, as well as logistics for all district offices.

References Available Upon Request



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