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Engineer Support

Prior Lake, MN
November 28, 2018

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*** ******* **** ** *, Burnsville, MN 55306

Cell: 612-***-****, Home: 952-***-****

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

Objective To seek a position leveraging and expanding troubleshooting and problem solving skills in HPC and beyond.

Summary Most recent responsibilities included providing technical support, troubleshooting and problem resolution of Intel® Omni-Path, Intel® True Scale InfiniBand, and Intel® Enterprise Edition for Lustre products. Additional tasks included providing remote and on-site cluster bring-up, developing and presenting detailed troubleshooting training, and authoring knowledge articles to document solutions. Created Linux test scripts to automate and analyze disruptive fabric events to isolate and resolve issues observed in the field. Other scripts include "dashboard" summaries of complex product diagnostic dumps and low-level point-to-point connectivity tests.


OS: RHEL, SLES, Ubuntu, Solaris, AIX, HPUX, IRIX

Languages: Bash, Perl, Tcl/Expect, Python, C

Protocols: InfiniBand, Fibre Channel, iSCSI, TCP/IP, Gen-Z (reviewing recently released specs)

Troubleshooting: Strong ability to analyze complex fabric data to identify probable causes with additional analysis to isolate root cause. Detailed, methodical approach to problem replication in the lab to assure repeatability in both cause and resolution. Communication: Clear oral and written communication with customers on information requirements to completely understand reported issues. Provide clear, precise steps for additional troubleshooting or data collection and concise steps for resolution or corrective action. Author knowledge articles based on known or recently discovered issues not covered by product documentation. Professional Experience

Intel Corp., Edina, MN / QLogic Corp., Shakopee, MN 2010 - 2016 World Wide Product Support Engineer

Resolved complex issues and escalations on customer fabrics, including issues with external causes (3rd party products). Identified and provided solutions or corrective actions for incorrect fabric topologies, inconsistent or incomplete host configurations, installation issues with newer Linux distributions, and attempts to implement functionality not intended for the products.

Provided device driver and OS support for Linux hosts (RHEL,CentOS, Scientific Linux, SLES). Installed OS and product software on lab hosts to replicate customer issues and validate work-arounds or driver patches.

Provided hardware and software support for Omni-Path and InfiniBand switches and host products including the OFED software stack and MPIs. Also provided interoperability support for InfiniBand fabrics with Mellanox switches and HCAs. Wrote scripts to extract switch ASIC register data for specific issues to minimize fabric disruption of a full ASIC stack dump. Wrote additional scripts to scan switch diagnostic output into an html dashboard to better view the overall switch status.

Provided System Administration support for lab hardware. Configured dedicated server to develop PXE/Kickstart configurations for automated operating system installations including TCP/IP, IPoIB and DHCP settings. Performed benchmarks using Open MPI and MVAPICH2 for performance tuning and fabric event/error monitoring. Built custom Linux kernels as needed to match customer configurations for precise troubleshooting and problem replication. Hardware configurations included Intel, Dell, IBM and HPE blade servers. Configured multiple networks/subnets to isolate switch and chassis management, IPoIB traffic, and node-to-node MPI traffic.

Assisted System Test and Verification teams to validate new software release candidates. Wrote test scripts to simulate fabric disruptions to verify software stability.

Successfully supported multiple transitions of call center teams and case management software. Developed and provided product and troubleshooting training to call center staff. Also provided Salesforce CRM training to staff for case management. Intel acquired QLogic Infiniband business Mar 2012. QLogic Corp., Shakopee, MN / Ancor Communications, Eden Prairie, MN 1997 - 2010 Technical Support Lead Engineer

Resolved complex issues on customer SAN installations. Provided solutions or work- arounds for SAN topology and configuration issues. Utilized trace analysis tools to identify causes at the protocol level for Fibre Channel and iSCSI.

Provided device driver and OS support for Linux (RHEL,CentOS, Scientific Linux, SLES), Solaris, WinXX and VMware. Installed OS and device drivers on lab servers to duplicate customer issues and validate solutions.

Provided hardware and software support for FC, iSCSI and 10G FCoE switches and host products. Analyze switch and host data from customer fabrics to determine root cause and solution.

Provided System Administration support for lab hardware. Developed "multi-boot" method to allow multiple OS installations on separate disk partitions to reduce unnecessary OS re-installs (or swapping disk drives) during customer problem replication. Configured dedicated HA cluster using Heartbeat/DRBD, Apache Tomcat and MySQL to provide monitoring and authentication of "Call Home" alerts from enterprise customers' director class products.

Supported multiple transitions of call center teams and CRM tools. Developed and provided troubleshooting training to call center staff at multiple international and domestic sites. Documented technical requirements for CRM transition from Oracle to Salesforce. Provided administrative support for Salesforce issues.

Developed scripts to collect data from customer Linux hosts to identify probable causes to SAN issues. Developed script to create a "dashboard" summary of host and switch configuration data to simplify analysis by the call center staff. QLogic acquired Ancor Aug 2000.

Medtronic, Fridley, MN 1994 - 1997

Lead Analyst

Provided Windows desktop support for Novell GroupWise email and collaboration tool. Assisted customers with installation or usage problems, and provided training when necessary.

Novell GroupWise administrator for Netware and SunOS. Developed scripts to collect metrics from GroupWise servers and identify usage trends for future hardware resource requirements.

Configured and deployed dial-up server to allow email clients remote access to GroupWise servers.

Contract Technical Support Positions 1993

Provided support for signal integrity analysis tools.

Provided support for hardware/software installation and configuration of SGI (IRIX), HP

(HPUX), IBM (AIX), and Sun (SunOS/Solaris) servers. Intergraph Corp., Mendota Heights, MN / Daisy Systems, Minnetonka, MN 1983 - 1992 Staff Applications Engineer

Provided pre-sales and post-sales support for Electronic Design Automation tools. Presented product demonstrations to prospective customers. Provided technical support for existing customer and provided advanced feature training to fully understand the product capabilities.

Product support included schematic capture, netlist scripts for 3rd-party simulation tools, digital simulation tools, and layout tools (IC and PCB). Performed customer benchmarks by entering test designs into the product and verifying design and product integrity. Intergraph acquired Daisy Systems Dec 1990.

Education BSEE, Electrical Engineering

South Dakota State University, Brookings, SD

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