Engineer Technical Support

**** ********** *** *******, ** 770-***-**** ****.******.***@*****.***

Michael Kane Martin

VCP5-DV MCITP:EA MCSA:2008,2012 CCA XenApp 6 CCP-Netscaler 10

EMCISAv2 BCNE Security+ CCNA:RS

Citrix Systems LLC Alpharetta, GA Oct 2014 – Present

Sr. Escalation Engineer

Serve as the primary technical support contact and technical support liaison to assigned customers.

Serve as a technical expert within the team; assist and guide engineers in the execution of their duties and problem resolution

Provide a high level of technical competence to independently resolve complex trouble reports.

Maintain information on assigned customer, including contact points, deployment data, remote access method(s) and other information as requested by management

When a software bug is discovered, log issues in the bug tracking system, reproducing the bug and providing all reasonable data to the Engineering Group

Create knowledge base documentation for all resolved issues when an existing document does not exist or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable

Participate in new product or version readiness programs and ensure technical readiness throughout Technical Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Technical Support

Technically engage in and lead the technical resolution of crisis or emergency situations as requested by the team leader, manager and/or Senior Director /Vice President, Worldwide Technical Support; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation

SunGard Financial Systems Alpharetta, GA April 2014 – Oct 2014

Sr. Systems Engineer

Responsible for the support and operation of the managed services environments in US/UK/India data centers. Working with a variety of internal and outsourced functions such as Services Desk, product support specialists, data center providers and technical architects. Ensure the delivery and continued operation of the environment/s and are delivered to customers in line with SLAs.

Incident management

Problem management

Change management

Management of infrastructure services

Disaster recovery

Patch management

Implementation and upgrade of iWorks applications

Security

Monitoring and reporting

Development Value

Safe Systems Alpharetta, GA July 2010 – April 2014

Sr. NOC Engineer Tier 3

Design and provision storage space for virtual systems based on thorough analysis of application workloads (disk I/O). Create aggregates with optimized raid group sizes, NFS mounts and exporting to ESX hosts.

Design and implement multiple server consolidation projects using vSphere 5.0/5.1/5.5

Virtual Center and VMware converter 5.

Design both physical and virtual systems per application availability requirements

Design and implement Data backup and Restore utilizing Live Vault, Windows Backup and Symantec Backup Exec programs, Veeam Backup.

Configure SAN RPO/RTO schedules based on client requirements and needs.

Configure appropriate link aggregation connections between ESX hosts and SAN utilizing Brocade ICX series equipment.

Maintain a quarterly patch management schedule for the ESXi hosts using Update Manager.

Configure appropriate v App implementations for DRS and HA requirements for specific application hosting.

Plan and configure Active Directory sites and services to accommodate additional physical sites under a single AD domain or across Trusted Domains using Conditional Forwarding.

Work with auditors and vendors to maintain compliance and technical goals.

Develop and Deliver new hire training, consulting, remote support, technology research, and documentation for both internal and external customers.

Troubleshoot and resolve infrastructure compatibility issues based on system architecture, project requirements, and/or customer expectations.

AirWatch /Wandering Wi-Fi Atlanta, GA Oct 2008 – July 2010

Sr. Engineer/NOC Manager

Managed all network integration services including installation, maintenance staging, and configuration.

Responsible for designing, installing, testing and repairing wired/wireless networks for a variety of business locations. From small coffee shops to multilayered fiber networks.

Provided pre-deployment RF system testing, installation site surveys, RF interference site surveys, integration testing & modifications, detailed installation reports, installation tasks, QA inspections and in general support the activities around the deployment of wireless network equipment.

Handle escalated trouble calls and work closely with engineering, field technicians, and telecommunications carriers to resolve service issues.

Responsible for daily operations of call center and ensuring proper KPI and SLA standards.

Wrote and ensure all technical documents were up-to-date and properly enforced for all Tier1 personnel.

Committees

North Forke Plantation HOA

Board Member - Secretary

February 2014 – Present Grayson, GA

Grayson United Methodist Church

IT Steering Committee Board - Member

February 2014 – Present Grayson, GA

Certifications

Nov 2014 Citrix Certified Professional NetScaler 10

Nov 2014 Citrix Certified Administrator NetScaler 10

Sept 2014 Amazon Web Services Solutions Architect

Nov 2013 Brocade Certified Network Engineer

Feb 2013 Microsoft MCSA 2012

Dec 2012 EMC Information Storage Associate v2 (EMCISA)

Oct 2012 VMware VCP5-DV Datacenter Virtualization

April 2012 Cisco Certified Network Administrator

March 2012 Microsoft MCSA 2008

March 2012 HDI-CSR

Sept 2011 Citrix: XenApp 6 Administration

June 2011 Comptia Security+

May 2011 PRO: Microsoft Server 2008: Enterprise Administrator

Mar 2011 Microsoft Server 2008: Application Infrastructure

Feb 2011 Microsoft Server 2008: Network Infrastructure

Jan 2011 Microsoft Server 2008: Active Directory Exam

Oct 2010 Microsoft Windows 7 Client

May 2010 Cisco Small Business Administrator

July 2008 Cisco Certified Entry Network Technician

June 2005 Microsoft Windows XP Client

June 2005 Microsoft Server 2003: Security Administration

Education

2007-2009 Florida Institute of Technology Online Attendance

MIS/Business Administration

Summer 2005 InTense Schools Washington, DC

Completed Microsoft Certified Systems Engineer Training for Server 2003

1999-2000 East Mississippi Community College Mayhew, MS

Industrial Engineering

1997-1999 Holmes Community College Goodman, MS

Mechanical Drafting & Design

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