Engineer Customer Service
Resume:
TUAN VU
San Jose CA ***** ********@*****.*** (C) 408-***-****
CUSTOMER SUPPORT
Dedicated Field Support Engineer with 5 years experience in installation, configuration of Hardware
and Software for Disk array and SAN. Over 5 years experience as a Field, Customer Support Engineer.
Ability to identify, analyze, solve problems and work in fast-paced, high-velocity environments. A team
player with proven ability to develop and maintain good working relationships with customers. Top
Secret clearance.
TECHNICAL SKILLS:
Tape Libraries: SL8500, SL500, L20/40/80/700/1400/ 5500
Tape Drives: T9840, DLT7000/8000, SDLT220/320, LTO Gen1/2/3
Disk System: Blade Store, FlexLine 200/300/600, Hitachi Thunder 9500
Symmetrix, Vmax, VNX, Clariion, Centera, Celerra, Conectrix,
Operating Systems: DOS, Solaris, Unix, MCSE, A+ and Linux
Network: LAN, Hub, Bridge, Router, Switches of Brocade, Storagetek, Mc Data, Cisco
Storage: SAN, NAS, SCSI. FC, Santricity, Veritas, EMC, HDS
PROFESSIONAL EXPERIENCE:
EMC Santa Clara, CA 2006-2013
Customer Engineer
Provided field support for EMC product with Enterprise system Data center
Solved many customer troubleshooting problems over the phone, webex.
Performed server
software and hardware installations, testing, troubleshooting and maintenance of systems.
Updated hardware and
software at correct revision levels. and FCO
Teamed with Sales,
Marketing, Customer Support, and Professional Services to ensure customer satisfaction.
Maintained accurate
inventory and return parts in a timely manner.
SUN MICROSYSTEMS (formerly Storagetek) Santa Clara, CA 2001-2006
Field Engineer
Provided field support for our valued customers in a timely manner. Also performed
accurate diagnoses to assure a high amount of first-time fix.
Provided “above and beyond” service by helping customers resolve software issues.
Performed server
software and hardware installations, testing, troubleshooting and maintenance of systems.
Updated hardware and
software at correct revision levels. Documented all service work for new installations.
Reviewed and
recommended tool techniques and processes that improved problem identification for new
products.
HP (formerly Compaq) Fremont, CA 1999-2001
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Customer Service Engineer
Tested UNIX/ Open
MVS system for high end Server, SAN, Server and tape libraries.
Used Compaq analyzer,
performing diagnostics to resolve complex or uncommon or intermittent Functional failures.
Led and participated
with Design Engineers from Quality, Test and Development to isolate faults and to debug new
and existing products.
Maintained records of
log error from the field data to aid in establishing product reliability and failure and to debug new
and existing products.
HITACHI DATA SYSTEM, Santa Clara, CA 1995-1999
Senior Field System Technician
Installed, operated,
maintained, repaired and modified HDS disk array and mainframe system.
Provided information
and technical support to customers.
Gathered requirements,
created new product final system test process flows.
Performed requirements
engineering and system usability testing for field problems.
Conducted performance
analysis on laptop used in System disk array & Ethernet device drivers.
Interfaced with
customer personnel to provide quality service and feedback on problem evaluation and resolution.
IBM, San Jose, CA 1990 - 1995
Test Engineer
Assisted in
development of Disk array FC Adapter.
Helped debug IBM
controller card for disk array from system level to board level.
Installed & Assisted in
debugging system level issues under IBM SAN test program.
Developed training
procedure & conducted sessions of IBM FC disk drive for failure analyst technician level 1 & 2
support of Sun storage and OEM product.
Provided customer
support and resolved several customer problems involving complex disk failed.
System Technician
Responsible for System
Test DASD as customer configuration.
Conducted the IBM
main frame on final test with DB2 and MVS.
Conducted the
serviceability & vibration tests on control and DASD.
Setup and monitored
Token Ring Network at 4/16 Mbps for frame loss and other errors using Traffic generators,
Performance utility and LAN Manager in String DASD with 3990 and 3390.
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• Performed detailed study of servo test for IBM disk drive.
• Conducted System & Power Surge tests on IBM Disk array.
• Used SCSI test case for trouble shooting of new product disk drive and cables.
• Worked in MFG clean room for disk process test.
EDUCATION:
B.A. Management Information System University of Phoenix, San Jose, CA
A.A. Computer Science, American River College, Sacramento, CA
STATUS:
US citizen and active Top Secret clearance from Dept. of Defense
Willing to travel
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