A Senior Technical Support Engineer with a proven and verifiable record for

using strong technical and interpersonal skills to enhance organizational

efficiencies. Organized, self motivated and goal oriented.

TECHNICAL SUMMARY

Operating Systems software:

Microsoft DOS, Windows ; Unix, Linux Red Hat, Free BSD

Hardware:

EMC product line, Centera, Clustering Software (SRDF-CE) Windowing

Terminals, PCs (Alpha & Intel, IBML imaging systems, NCR imaging systems,

RAID Storage, HP networking systems

Microsoft Tools:

Exchange/Outlook, Office suite, IE, various System Management & Diagnostic

Tools

WORK EXPERIENCE:

Technical Support Engineer II

FIS Global corp. Boston, MA 2010-

Present

. Account Representative responsible for overseeing major account (Bank of

America) and customer liaison for accounts.

. Provided support and maintenance (Troubleshooting skills). of various

systems' hardware,

software and firmware configurations solutions to identified problems and

follow standard practices

and procedures.

. Including installations, upgrades, and service patches on servers,

PC's(workstations), printers,

networks and Storage

. Work closely with customers to resolve technical issues, Recommend

solutions to identified

problems and follow standard practices and procedures.

. Provides necessary follow-up with customers and Customer Service

Management to ensure issue is

satisfactorily resolved. Monitors and tracks all software service calls,

provides call status updates at

regular intervals and communicates status to customers.

Senior Software Quality Engineer

1999 - 2009

EMC Corporation - Hopkinton, MA - Corporate Service Readiness

. Ensures EMC products are serviceable and internal organizations are

prepared to support new products at time of introduction and throughout

the product lifecycle.

. Responsible for ensuring customer service readiness through product

testing, requirement definition, knowledge transfer, and direct contact

with global customer service organizations, including but not limited to:

Engineering, Professional Services, and Training.

. Develops service procedures and supporting documentation, including but

not limited to: installation information, documentation updates, debug

guides, service restore and repair procedures. Participates in the

product verification testing.

. Develop strong knowledge of organization's mission and strategy and

applies to daily activities

. Customer and field training, develop presentations of new product

information for field and customer

Present new product information for field and customer via classroom and

con-calls at the time of introduction and throughout the product

lifecycle

Senior Multivendor Systems Support Engineer

1994 -1999

Digital Equipment Corporation/Compaq

. Account Representative responsible for overseeing major accounts

throughout Southern New England. Adminstration of contracts and

customer liaison for accounts.

. Provided support and maintenance of various systems' hardware, software

and firmware configurations. This includes installations, upgrades,

and service patches on mainframes, servers, PC's, printers, tape

drives, networks and Storageworks (RAID)

Field Engineer 1987 - 1999

Digital Equipment Corporation

. Account manager for a several Digital sites, including administrative

and technical support and maintenance of various computing

environments, including engineering labs, business/production

environment, desktop and mainframe support.

. Responsible for direct supervision of staff of eight. Triaged 24 hour

call flow, distribution of work flow

Engineer Technician 1984

- 1987

Digital Equipment Corporation

. System and board level troubleshooting on VAX\VMS prototype systems.

ACCOMPLISHMENTS:

* A+ Certified 1994

* Microsoft Certified Professional 1997

* Microsoft Certified System Engineer 1998, 2000

Reward & Recognition's - 1987, 1989, 1990, 1992, 1994, 1995, 1996,

1998(Compaq)

Reward & Recognition's - 2000,2001,2003,2005,2006,2007,2008(EMC)

* MAC/Apple Systems Certified 1994

EDUCATION:

. Liberal Arts Massachusetts Bay Community College - Wellesley

Hills, MA

. Computer Science Keefe Technical School - Framingham, MA

1007 South Main Street

Bellingham, MA 02019

774-***-**** (cell)

acb16s@r.postjobfree.com

[pic]

Contact this candidate