Customer Service Technical Support
Resume:
Columbia MD. ***** USA
Phone Numbers
Home : 410-***-****
Mobile : 443-***-****
Email : ************.**@*****.***
Roberto Eliseo L. Cavan
Over 20 years in the IT Industry, has extensive experience on both hardware
and software implementation, installation and support. Worked as a Sr.
Customer Engineer for EMC Computer Systems Pte. Ltd. Handled different key
positions and acquired skills in Account Management, Project Management and
Escalation Management, providing Escalation to resolution on technical
issues. Perform capacity planning, performance analsysis and other needs
assessments. Participate in planning, approval, and implementation of
Change Management requests. Troubleshoot/diagnose and resolve complex
problems involving servers, SAN storage and SAN switches. Prepare technical
documentations and procedures in preparation for Disaster Recovery(DR)
drill to mitigate risk. Implement best practices and technology standards,
standard procedures in upgrading of patches for the storage, Fibre Channel
switches and upgrade the microcodes of storage arrays for SAN and NAS and
CAS storage devices. Provide high-level implementation standards to EMC
software & hardware and onsite support to customers. Has hands-on
experience in Network, computer hardware Maintenance, Troubleshooting,
Implementation and Repair.
PROFESSIONAL EXPERIENCE:
Company : VPC Construction and Supplies
Duration: June 2011- Present
Position: Manager/Safety Engineer
. Supervise teams in the fabrication and installation of rebars,
. Facilitate safety training for new workers .
. Attend meetings with General contractor regarding schedules of
concrete pouring, scheduling and changes in load of rebars.
. Ensure installation of rebars are strictly followed as per the civil
structured design.
. Provide work scheduling and payroll for the teams.
Company : EMC Computer Systems
Duration: October 25, 1999 to April 2011
Position: Sr. Customer Engineer
Technical Responsibilities:
. Perform high standard Implementation, Upgrades and Installation of SAN,
data storage devices through planning and coordination with Professional
Services to ensure smooth execution of projects.
. Perform capacity planning, performance analysis and other needs
assessements as requested by Management.
. Participate in the planning, approval and implementation of Change
Management requests.
. Provide Technical support and service to EMC Storage Devices, SAN, NAS,
SAN switches and (CAS)Content Address Storage, Fibre Channel, FCoE and
other EMC storage devices.
. Troubleshoot/diagnose and resolve complex problem involving servers, SAN
storage and SAN switches. On-call in a 24x7 environment.
. Perform on-going optimization of the systems to ensure adequate
capacity, availability and scalability.
. Manage and develop assigned sites/account and act as EMC's customer
representative for all technical issues and ensure service deliverables
are within the scope.
. Undertake Intermediate / Advanced Configuration planning and provide
designated, initial customer training on EMC equipments.
. Prepare Technical reports /documentations relating to technical issues
for assigned accounts.
. Acquired Account, Escalation Management & Project Management skills
Company : Computer Engineering Corporation
Duartion: July 01, 1998 to October 25, 1999
Position: Technical Support Specialist/ Training Supervisor
Technical Responsibilities:
. Facilitate the orientation and training of newly hired employees and for
the Education department.
. Administer job specialization and job rotation for both Customer Service
and Technical support group.
. Identifies, plan for the training materials of both support groups.
. Ensures all technical training attended by one personnel is echoed to
the rest of the support groups.
. Provides Technical Support, Installation, configuration and
troubleshooting for Cebu -based customers.
. Technical Support/ Consultancy for Systems and Networking.
. Implement Network Installation, Implementation and maintenance.
Company : Kelvaye Corporation
Duration: December 15, 1994 to April 30, 1995
Position: Operations Officer
Technical Responsibilities:
. Prepare weekly report to the Mall manager regarding incidents that
causes disruption in the arcade operation to eliminate occurrence.
. Coordinate with the technical group for Preventive Maintenance schedule
of the machines .
. Attend regular meetings with security and admin group and formulate plan
for evacuation procedures.
. Conduct regular meetings with Customer Service Representatives (CSR) and
Technical group to maintain the quality of service.
Trainings and Certifications :
EMC Symmetrix/ DMX Hardware Installation and Maintenance
Connectrix Fibre Channel Switches Installation and Maintenance
EMC SRDF Installation & Implementation Training
Clariion Fibre Array Installation and Maintenance Training
Centera (CAS) Configuration and Implementation
EMC Control Center Storage Management software training
Windows NT Server Installation and Configuration
Fibre Clariion Disk Array Implementation and Troubleshooting,
Connectrix/CISCO/Brocade Switches Installation and Troubleshooting
CELERRA NAS Configuration and Installation
Data Domain Implementation, Installation and Maintenance
Education :
University of Cebu
Bachelor of Science in Computer Engineering - March 1989
Projects Handled and Completed:
Big projects handled and contributed to the success of the projects. Have
significantly helped the customers in increase sales and revenues and gave
the companies faster and quicker time to make business decisions and time
to market their products and services.
. BNP Disaster Recovery(DR) config and setup
. BNP Storage migrations and Server configuration & migrations.
. BNP Enterprise switch migration
. BNP setting up of 3-tier DR setup ( 2 sites in Singapore and 3rd site
in HK)
. BNP Data Center move :
- Involves in the planning, approval and implementation, meeting with
customers & team members involve in the project, configuration,
research, upgrading, coordination.
- Prepare documentation for before and after scenarios and
documentation for installed device configuration for management single
view .
. Involves, meeting, planning, presentation to customer the business
value of SRDF.
. Disaster Recovery drill at UBS, Credit Suisse, DBS banks.
. SONY Systems Singapore Storage Migration :
Configure and install storage devices and upgrading of storage
microcodes, firmware and switch firmwares
. SONY Systems Singapore Data Center move and migration
. Sabic Singapore International:
- Install and configure storage arrays
- Storage provisioning and DR testing
. NCS( National Computer Sytems PL ):
- SAN installation, configuration and Disaster Recovery setup.
- DR drill and testing.
. Maybank Singapore:
- Installation, DR configuration and migration.
- Migration of old storage to new storage and connectivity of
new servers
- SAN switches installation, upgrading and provisioning.
- DR drill and switch configuration and migration
. AMD - install storage, switches, migration of oracle data to new
storage. Data and device provisioning.
Contact this candidate