Technical Support
Resume:
Alejandro B. Halili
**** ******* *****, *** ****, Ca 95129
email : *******@*****.***
OBJECTIVE
To seek a challenging position in engineering industry that needs
innovation, creativity, dedication and enable me to continue work in
challenging and fast paced environment, leveraging my current
knowledge and fostering creativity with many learning opportunities.
SUMMARY OF QUALIFICATIONS
An accomplished Support and Systems Administrator with extensive
experience in consumer hardware and support industry. Proven ability
to make quick decisions and balance customer satisfaction with
company objectives. Passionate about creating and maintaining a
positive customer experience.
Unix System Administrator with over ten (10) years experience
including administering Sun OS/Solaris 2.x systems. Strong software
testing methodology, automation and test execution experience on
hardware and software system with exceptional background on Storage
and Network (SAN) attached devices. Excellent networking experience in
TCP/IP, file system architecture, NFS, NIS, Chameleon, DNS and
experienced Bourne shell scripting, UNIX internals and UNIX Shell
programming for test automation.Excellent troubleshooting skills with
the ability to work across functional areas to identify and resolve
complex technical problems. Fair understanding of Oracle administration
concepts on UNIX.Excellent in establishing ESS joint qualifications and
global support with Sun Microsystems and Fujitsu Siemens relative to
Servers and cluster software offerings. Experienced in set-up,
configuration, test and replicated problems encountered by customers.
Good support for business and mission critical system environments.
Very responsible and dependable in meeting deliverables. Flexible in
adapting to a variety of environments and commitments to timely
resolution of problems to meet the demands of internal and external
customers. Received numerous awards and recognition for excellent
customer service and support.
TECHNICAL SUMMARY
Operating Systems: Solaris 2.x, AIX 4.x, Linux, Windows 2000, XP, NT,
Win 95/98
Scripting: Bourne, Korn, C Shells
Hardware Sun SPARC, UltraSPARC, SunFire (all models, including F12K),
IBM High-end to midrange storages (ie. ESS800, DS8000, DS4000,
DS6000), Fiber switches (CISCO, Brocade)
Software: DB2, TPC, TPC-R, Websphere Application Server, RETAIN, Lotus
Notes
Third-Party Tools / Applications / Utilities : HTML, HTTP, HTTPS, FTP, DNS,
NIS, NFS, TCP/IP, sendmail, sudo, Veritas Volume Manager, VCS,ssh
EMPLOYMENT HISTORY
2006-2015 TPC Level 2 Technical Support Engineer, IBM San Jose
Responsible for diagnosing, analyzing, recreating, and resolving
customer reported problems. Debugging and analysis are performed via
the telephone as well as electronically and remote access to support the
IBM worldwide customer base (America/EMEA/AP).
Interpret complex software problems that span across multiple platforms
(Windows, UNIX, Linux), applications (TPC, CIMOM, DB2 & WAS), and
hardware components (switches & disk subsystems).
Interface with customers, developers, testers, and other support
organizations.
Responsible for writing Tech Notes, performing causal analysis,
contributing to service metrics, defect prevention activities, and training
new employees/customers.
2001-Present Systems Integration Engineer, IBM San Jose
Handles integration of IBM Storage with major Open Systems like
development, RPQ support and interoperability in a 4-node Sun Cluster
environment with Sun branded HBA’s and Storage Traffic Manager (Sun’s
multipath driver). Validates/tests Fibre Channel with Storage Area
Networks Fabric switches, Host Bus Adapters, Operating Systems, File
Systems as well as Logical Volume Managers. Conduct testing of SCSI
HBAs and SAN Data Gateway to support customers migrating to SAN.
Develops validation methodologies when suites are not available from
the server vendor. These validations include testing/qualification and
certification on major Open System platforms.
Determines the feasibility of supporting a given platform with other
technologies. Assists in resolution of field problems. Educate customers
as well as IBM field personnel.
1997-2000 System Support Engineer, Sun Microsystems San Francisco
Provides system support, including hardware, OS and softwar
applications thru field personnel on-site or via telephone support .Assist
in developing installations plans for customers and ensures proper
installation of the Enterprise Services supported products and patches.
Provides problem isolation and resolution by utilizing system software
diagnostics while acting as an interface with Sun’s Sales and
Professional Services to ensure proper and timely support delivery
available to customer needs.
Provide account management of key accounts like VISA, Lucky Surf and
previous dotcoms like Medicalogic.Assists in conducting onsite technical
account reviews to ensure latest Hardware and Software revisions.
Delivers SunStart and other service deliverables for revenue.
Mentors new and junior SSEs, acts as a technical resource to any
support personnel. Interfaces between customers and CCC/CTE/Area
Engineers using the Call Management tools to update all involved parties
of the activities.
1996-1997 System Administrator,Parallax Graphics, Sta. Clara,CA
Served as the sole UNIX administrator for a small engineering group
(UNIX users) and for 20 administrative PC and MAC users, all based on a
large UNIX server with NFS, DNS and NIS. Handles rebuilding of servers
and E-mail support.
1994-1996 Technical Support Engineer, Computer Associates,
Alameda,CA
Provided a 24-hour worldwide Database Administration support to
Ingres’ DBA in the field. Administered and maintained a heterogenous
network of UNIX servers and workstations. Resolved over 100 major and
minor problems in a single month achieving 100 percent technical
accuracy.
1992-1994 Software Analyst, US Army 5th Signal Command,
Worms,Germany
Installed and tested standard army software throughout
Europe.Diagnosed and resolved a data communication problem from an
electronic mail host which had been down for three months, preventing
further loss of production time. Single-handedly ran an 11 man shop for
three weeks providing technical support to army installations in Europe.
1990-1992 System Configuration Manager, US Army Information Systems
Software Development, Fort Lee,Virginia
Directly managed and compiled over 1000 application source codes
utilizing UNIX SCCS utilities. Identified potential problems in system
baseline saving the US Army potential losses in deployment funds.
Developed and implemented a shells script automate and standardized
system procedure, substantially reducing the manpower and improved
turn-around time.
1989-1990 Computer Security Specialist, 751st Military Intelligence
Battalion US Army, South Korea
Monitored and controlled user access to main computer system.Ensured
optimum operating efficiency of computer system by analyzing system
performance indicators.Safeguarded classified equipment and materials
through proper accountability, use, storage and destruction .
EDUCATION
1987 BS Bio Chemistry, San Francisco State University
CERTIFICATIONS
2003 Certificate on Linux
1998 Certificate on Veritas Volume Manager, Veritas Corporation
1994 Certificate on Managing Ingres Databases,Computer Associates
1992 Certificate on Introduction to Oracle, Oracle Corporation
1992 Certificate Introduction to C, US Army
1991 Certificate Introduction to Unix Internals, US Army
Publications
Contributed to the following IBM Redbooks.
Fault Tolerant Storage
http://www.redbooks.ibm.com/redbooks/pdfs/sg246295.pdf
DS4000 Best Practices and Performance Tuning Guide
http://ps-
2.kev009.com/rs6000/manuals/SAN/DS4000_FAStT/DS4000_Best_Practices_and_Performance
_Tuning_Guide_January_2006.pdf
Introducing Hosts to the SAN Fabric
http://ps-2.kev009.com/basil.holloway/ALL%20PDF/sg246411.pdf
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