Customer Service Engineer
Resume:
CURTIS GARVIN
770-***-**** ********@******.***
Top Performing Storage Support Engineer
Collaborative problem solver with exceptional customer interaction skills, Technical Engineer with
storage design and troubleshooting strength to quickly resolve critical systems downtime
Expert in identifying root cause of issues and translating complex processes into concise,
understandable and actionable steps
Expertise
High Availability SAN and NAS Install, configure, and administer SAN
Infrastructure and performance troubleshooting Develop and maintain SAN documentation
Storage Area Network (SAN), LUN Provisioning Storage Area Network (SAN) Design
Professional Experience
SENIOR STORAGE SPECIALIST
International Business Machine (IBM), Smyrna, GA 10/2010 – 2/2015
Rewarded for exceptional customer support resulting in $850k new revenue in one quarter
•
In less than an hour restore data access for customers down for more than 8 hours
•
Reestablished connectivity to customers Windows, VMware, AIX and Linux host systems
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Consistently achieved top customer satisfaction ratings
•
Emerged as lead point of escalation support for both junior and senior SAN storage
•
specialists
Improved support center efficiency by training/mentoring new and existing team members
•
Achieved outstanding support recognition for supporting IBM customers on the DS4000,
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DS5000, DSC3700, Storwize V7000, SONAS (with NetApp FAS), Storage Switch and
Storage Volume Controller product lines
Worked across cultures and time zones to assist with configuration and troubleshooting on
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Storage servers, host systems, data switches and Storage Volume Controllers
Knowledge of IBM X series, Blade servers and Tivoli Storage Productivity Center.
•
STORAGE SPECIALIST
International Business Machine (IBM), Smyrna, GA 4/2007 – 10/2010
Awarded for 100% customer satisfaction rating by using technical and soft skills to provide
•
quick and effective problem resolution
Generated repeat business by providing superior support to IBM customers on the DS4000,
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DS5000 SAN, and XIV (Enterprise SAN Storage) resulting in customers renewing support
contracts
Advanced to trainer and guide to the Field Service Engineers
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Produced knowledge articles to improve resolution time and reduced customer impact on
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known issues
Improved IBM hardware through team collaboration which identified product defects and
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assisted in update fixes
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CURTIS GARVIN
2 Lawrenceville, GA 30043
770-***-**** ********@******.***
SENIOR SYSTEM ADMINISTRATOR
SoundBite Communications Inc. Burlington, MA 12/2003 – 2/2007
Enhanced user network and remote access through Windows 2000 and 2003 Active
•
Directory infrastructure
Increased sales team productivity through mobile email and file access with Microsoft
•
Exchange 2003 server and Netapp network attached storage
Provided savings by deploying and managing a Televantage and Nortel PBX system
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Enhanced Security for office network and data center by deploying a Check Point NG
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firewall solutions
Dramatically reduced downtime by performing system maintenance for 400 production
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Windows and Linux servers with Telephony T1 boards, IVR and speech recognition systems
at multiple data centers as a part of a six person operations team with an on call rotation
schedule
Cultivated growth by expanding network to multiple sites with point to point bonded T1’s
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and voice over IP including Cisco 2811 and Nortel routers
Improved network and telephony performance on Cisco 2811 using QOS for VOIP traffic
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and bandwidth monitoring
Helped company pass audit by Monitoring network traffic and documented network
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infrastructure with Microsoft Visio 2003
Prevented security breach by consistently monitoring firewall network traffic
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Technical Skill Summary
Software
VMware, IBM DS Storage Manager, Microsoft Windows versions 3.X to 2012, MS Exchange
2000, 2003, MS DOS, MAC OS 7.X to 8.6, Red hat Linux, Microsoft Office 4.3 to 2013,
Arcserve 5 to 6.6, Veritas Backup Exec 7 10, Partition Magic 7 8, Norton Ghost 7 9, Check Point
Firewall 1 & NG, Secure Client, Windows SUS, Cisco IOS 12x, Basic HTML, HP Open View,
Cisco Works
Hardware
IBM DS3000, DS4000, DS5000, DS3700 mid range SONAS (with NetApp FAS) and XIV
enterprise storage subsystems, IBM Storwize V7000 and V3700 storage subsystems, IBM
Brocade and Cisco switches and SAN Volume Controller, Toshiba, IBM, Dell, HP laptops, IBM P
and X series servers, HP network printers, NetApp Filers, Nokia firewall Appliance, Sonic Wall
firewall, Linksys and D Link DSL/Cable routers, Cisco/HP switches and routers
Professional Training
IBM LSI Corp.
IBM Mid range Storage and XIV Enterprise Storage IBM DS4000 and DS5000
Storage Area Networking, IBM SAN Volume Controller
IBM Storwize Storage V7000 Intrasystems
2 IBM SAN Volume Controller Check Point Firewall
Admin.
IBM SAN Switches
VMware KnowledgeNet
3 Cisco CCNA Program
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