Engineer Technical Support
Resume:
Luis Rosa
Technical Support Engineer
Raleigh, NC, 27601 ace9ro@r.postjobfree.com
Technical Support Engineer III, NAS, SAN, Storage Administrator
* ******* ** ***lifications:
Netapp Technical Support Engineer - Enterprise 100 Accounts, including
Apple, Cisco, Microsoft, T-Systems, Barclays, etc.
Prior military service, United States Marine Corps.
2 Systems Administration
Netapp Support Operating Systems Hardware
Data OnTap 8x 7 Mode Windows Servers, Desktops,
Hardware and Core 8/2008/7/Vista Laptops, Switches,
Support 2003/XP /MAC OS X Firewalls, Barracuda,
Server and Desktop Netscreen, HP
10.4 -10.6, iPad, printers, SonicWall,
iPhone Cabling, PBX.
Software Instruction MS Microsoft
MS Office 2013, 2010, Instructs up-to 60 BackOffice
'07, '03, Outlook users in classrooms Exchange
2010, Symantec for Windows, IE, MS 2010/'07/'03/5.5/, SQL
Endpoint Protection Office 2000/2005. Hyper- V
11, BackupExec 2010,
Blackberry 5.
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2 Professional Experience:
3 NetApp, Raleigh, NC 11/13 - 6/2014
4 Technical Support Engineer - Contract
Resolves Warranty, Top Enterprise, Secure, and SupportEdge Premium customer
problems via the telephone, the web or Autosupport.
Troubleshoots NetApp hardware FAS 2000, 3000, 6000 series hardware using
OnTap CLI, OnCommand, Service Processor and Fabric MetroCluter Data
Collector Logs
CIFs, SnapDrive for Windows and Exchange Troubleshooting. Experience as an
Exchange 2010 admin.
Basic troubleshooting of Virtual Storage Console (VSC) for Vmware,
SnapDrive for Windows, SnapDrive for Exchange.
Performs OnTap and firmware Non-Disruptive Upgrades using Upgrade Advisor,
Interoperability Matrix Tool (IMT) and Hardware Universe (HWU)
Troubleshoots connectivity issues using TCP/IP tools including PING,
NSLookup, TraceRoute.
Performs Root Cause Analysis of failed systems and components for
customers.
Troubleshoot Fiber Channel over Ethernet issues with basic switch logs, and
loop troubleshooting of cabling, SFPs and drive controllers.
Basic switch hardware troubleshooting, Brocade. Diagnoses switch logs for
hardware replacement.
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22 BB&T Bank, Raleigh, NC. 4/13 - 8/13
23 Messaging Systems Administrator
24 Provides Exchange 2010, Outlook 2010 /2003, Office Communicator /Lync
Support for 30,000 users in a multi -location ITIL environment. 20 Exchange
2010 servers located in two sites with DAG failover. Servers include
Windows 2003, 2008. Offices located throughout Southeast and South Western
U.S. Writes documentation guides and training for level 3 support groups.
Troubleshoots mail flow Cisco IronPort. EFax, Enters change control
requests and attends change management meetings.
Troubleshoots mail flow using Queue Viewer, IronPort Logs, OWA and CRES.
Troubleshoots Outlook 2010 using MFCMAPI, OCAT, CalCheck.
Manages user accounts in ADUC, EMC, Lync 2010 Control Panel.
Troubleshoots connectivity using PING, TRACERT, RCA.
Creates Mailboxes, Mail Enabled Users and Contacts in EMC.
Creates Room, Equipment, and Linked Mailboxes
Database troubleshooting with ISINTEG and ESEUTIL
Creates Distribution and Dynamic Distribution Lists using PowerShell
Assigns Exchange Server permissions using ECP
Monitors Events, Services, Servers and Resource Usage, using EXBPA, and
Event Viewer, Remote Connectivity Analyzer.
Adds and Removes SMTP Relays in EMC.
Public Folder administration and troubleshooting.
Writes simple scripts in PowerShell.
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37 Tata Consultancy Services 4/12 - 4/13
38 Messaging Systems Administrator/ Associate Consultant
39 Provides Exchange 2010, Outlook 2010, Lync 2010, Blackberry, Lotus Notes
Support for 5000 users in a multi -location ITIL environment. Offices
located in NYC, India, China, England, Texas, Tampa. Writes documentation
and guides for level 3 support groups. Troubleshoots mail flow in Mcafee
IronMail. Supports users on regular desktops and VDI environments. Enters
change control requests and attends change management meetings.
40 Provides support in 5 key areas;
Daily Checks and Monitoring
Level III Support - Incidents Requests
Administrative - Create distribution groups, smtp connectors, whitelists
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Change Control
Mailflow Troubleshooting
Documentation and Training
Mobile Devices
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61 Accessory Network Group, New York City, NY 09/11 - 4/12
62 Systems Administrator
Manages 25 Servers and 3 Domains
Windows 2003-2008 Active Directory. Create accounts, groups, and OU's
Saved firm over $90k yr in first month. Works with Marketing to Increase
email marketing opportunities while reducing costs by 50%.
Integrate recently acquired company's IT assets
Mac OSX 10.4, 10.5, 10.6, IPad, Iphone. OSX Server
Blackberry Enterprise Server. Provision accounts, repair phones,
troubleshoot.
Barracuda Mail and Web Filtering
Symantec Endpoint Protection, Symantec Backup Exec, and System Restore
Supports Exchange 2007, hosting multiple domains. Migrates mailboxes and
troubleshooting
Images Servers For Quick Restores
Supports diverse employee base, including Designers, Operations, Sales and
Execs.
Supports of 70 users, plus offsite offices in Hong Kong, Canada, Vietnam,
El Salvador
63 Executive-Solutions Computing Services, Walnut Creek Ca. 09/03 - 07/11
64 Systems Administrator
Maintains and administers computer networks and related environments
including computer hardware, systems software, applications software, and
all configurations. Manage Active Directory, DHCP, TCP/IP, DNS, SQL, WSUS
and some Citrix XenApp. Managed up to 5 servers and up to 200 users
Plans, executes and documents Windows and Exchange Migrations and
deployments.
Diagnose, troubleshoot, and resolve hardware, software, or other network
and system problems, and replace defective components when necessary. Build
Servers and Workstations.
Plan, coordinate, and implement network security measures to protect data,
software, and hardware.
Configure, monitor, and maintain Exchange/ Outlook email and virus
protection software. Manages typical user issues. migrate and move
Mailboxes
Design, configure, and test computer hardware, networking software and
operating system software. Including Windows 2008/2003, Windows 7/XP, Light
Mac OS, Dell, IBM
Confer with client about how to solve existing system problems.
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66 MIMECOM.COM, San Francisco, Ca. 2/00 - 4/00
67 Systems Administration/ Desktop - Short Contract
Worked with team to rapidly deploy network spanning four office locations.
Installed desktops, servers, printers and switches. Coordinated work with
cube, phone and cabling contractors. Provides desktop support and network
admin functions for 75 users
68 The Polymer Technology Group, Berkeley, Ca. 1/00 - 09/2003
Network Administrator, Systems Integration
Migrates Windows NT PDC/BDC network to Windows 2000 / Exchange 2000 Active
Directory in 3 days. Manages 5 Dell PowerEdge servers and 55 desktops, 50
users. Windows XP. Adds user accounts, creates email boxes, configures SQL
Server. Manages IT projects from eval to purchasing to execution. Deploys
Symantec Corporate Security. Assures backups with BackupExec 8.6.
Architects and sets up workstations, laptops, and servers; including Dell,
IBM, and Compaq. Configures for remote access to internal network. Installs
HP switches and printers. Configures WINS, DNS, and DHCP.
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74 Wachovia Securities, Bay Area offices 9/02 - 10/02
Network Migration and Rollout, Short Contract
75 Migrates and installs over 150 Dell PC's with Windows XP and Lotus
Notes. Provides end-user support and quick problem resolution. Configures
ILX trading software.
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77 Epic Learning, Oceanside, Ca. 6/98 - 11/99
Network Administration/Desktop Support/ Operations
Leads team in installation, training, and support of over 300 Compaq
desktops.
Adds users into Windows NT 4.0 file/print server. Troubleshoots logons.
Leads transition to MS Outlook 98 solution, saving over $50,000 a year.
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80 G.E. Capital, Lucas Valley, Ca. 7/97 - 8/97
Rollout Technician Contract
Provided support on 300 Compaq DeskPro Windows 95 workstations. Upgraded
hardware and software for migrations to Win 95. Performed Q.A. testing, and
completed hardware inventories.
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83 Palomar College, San Marcos, Ca. 11/94 -11/98
Desktop Support Technician
Installs, configures and trouble-shoots software/hardware on over 500 Dell
desktops in a Windows LAN/WAN. Conducts seminars for over 1,000 users on
Internet using Netscape Navigator and Internet Explorer. Advises faculty in
acquisition and use of IT solutions for research, teaching and
communications.
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85 United States Marine Corps. The World 12/89 - 12/93
Operations and Support
Leads Marines in delivery and maintenance of mission critical hardware
during high intensity operations.
Programs, assembles and tests airborne weapons for Marine Air Combat
Element.
3 Security Clearance:
Secret security clearance (Inactive)
4 Languages:
Conversational Spanish
5 Education & Training:
Diablo Valley College, Concord, Ca.
Microsoft Partner
Has taken over 13 courses in Windows technologies, including, Active
Directory, and Exchange 2010 cert.
6 Affiliations & Awards:
Member, Phi Rho Pi, national speech honors fraternity
Recipient of honors, including Kuwait Liberation Medal, Marine Corps Good
Conduct Medal, South West Asia Service Medal.
Business Networking International, Certified Networker
Board Member Hispanic Chamber of Commerce
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