Engineer Technical Support

Luis Rosa

Technical Support Engineer

*** ***** ****** 646-***-****

Raleigh, NC, 27601 ****.*******@*****.***

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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