Engineer Customer Service
Resume:
Jeffrey C. Drabek
*** ****** **** ****, **** Forest, NC 27587
**********@*****.***
OBJECTIVE
To participate in an effective technical department, with a vision to complete projects and all associated tasks in an ethical and timely manner. I believe in order for any company or department to maintain a high quality of service, you must share knowledge and be open to other solutions in order to provide the customer with the best experience while maintaining the best interest of the company along with exceeding the customers’ expectations.
Certifications
NetApp Certified Data Administrator (NCDA)
Microsoft Certified Professional (MCP)
Microsoft Certified System Administrator (MCSA)
Microsoft Certified System Engineer (MCSE)
PROFESSIONAL EXPERIENCE
NetApp ~ May 2011– March 2016
Research Triangle Park, NC
Global Services Distribution Center Engineer
2015 – 3/1/16
I am currently a GSDC Engineer, in this position I have created several capabilities for installation best practices that line up with our portfolio. I am a lead in our verification process of our NetApp cDOT clusters to confirm that best practices are being followed when basic installation occurs.
Currently we are developing remote processes for cDOT in order to better serve our customers.
Escalations Engineer
2014 – 2015
As an escalation engineer, I handle high profile issues and help drive them to a solution. At times I may have to reproduce the problem in the lab and or work as a voice between engineering and the customer for data collections / information gathering.
Working as an EE on the ICE now GSDC team I am additionally responsible for the following:
Assisted in creating the current stoplight report for installation verification
All communication between the customer and engineers working on stoplight reports
Keeping current with any known issues and discuss if a new check should be created for the stoplight report
Working with account teams and end customers on night and weekends during cutovers and migrations to assist with support if needed
oRecently worked with Terramark, Gibson Dunn and Crutcher and SoftLayer to name a few
Work with SAM’s and GSM’s to drive customer satisfaction from case management to precut over checks.
TSE 3
2011 – 2014
To provide continuous support for diagnosing, reproducing and fixing hardware and software issues running on NetApp hardware, to assist customers with problem isolation and resolution. I am part of the hardware team. That any hardware being shipped to a customer needs approval before it can be shipped. I confirm that it is the correct part and that part is needed by reviewing logs and error messages.
Resolve warranty, premium customer problems via telephone, web or auto support
Research customer issues in a timely manner and follow up directly with the customer.
Assist other engineers with cases and mentor new technical support engineers
Continue training on new and existing products to better serve our customers.
Good verbal and written skills
Good interpersonal communication and customer service skills
NFS and CIFS file sharing
Networking abilities
NetApp Filer Hardware and OnTap software troubleshooting
Information Technology Partners ~ June 2010 – May 2011
Chicago, IL
Assistant Senior Systems Engineer
To provide continuous support for in-house Software and Hardware, responsible for providing quality technology design and operational support services, includes distributed processing file server-based services and applications, as well as file server hardware and peripherals
Placed as lead on Net backup 7.0.1 install with two new Dell Servers with Dell Tape drives.
oHave advanced knowledge of Net Backup.
Replaced and updated CISCO switches and wireless access points
Support a manufacturing plant shop floor 24/7
Exposure to VMWARE monitor server performance.
Setup / Maintain exchange users and mailboxes
Create documentation for new policy, procedures and troubleshooting.
Worked with WebSense Firewall Software
Exposure to SQL 2008, 2003 and 2000
NorStates Bank ~ May 2004 – June 2010
Waukegan, IL
IT Professional
Provide continuous support for in-house WAN and hardware.
Directed and managed outside vendors with:
oWeb site Design
oVoice over IP Phone System
oAS/400 setup, connection and troubleshooting
oDigital Document Storage
Disaster / Recovery tested on all Microsoft Server’s and all programs
ArcServe Data Backup and Restore
Timely and complete documentation of all work
Projects consist of replacing servers, switches, desktops, maintaining and tracking inventory.
High level of security maintained at all times
Immediate repair and/or updates for all software issues
Worked with State and Federal regulators to confirm that the company is in compliance with all regulations with company policies, procedures and SOX
Active directory / Add and remove users / Setup, adjust group polices for different OU's
Create groups for shared files on the network for security.
Setting up the PC's, set all the security settings, make sure they are not compromised. Attach them to Domains, Install Symantec Anti-Virus. Install software on PC's required depending on the position of the user.
Symantec Anti-Virus, monitor daily for any risks. If a risk occurs, isolate the PC and remove the risk with the direction on the Symantec web site. We have had risks but not and outbreak since I have been employed at the bank.
American Business Systems ~ January 1997 – May 2004
Northbrook, IL
IT Professional
Support in-house and client software, hardware and networking needs.
Plan Install of Networks, Manage small team with outside vendors for WAN install
Software / Hardware Sales
Build Novell and Microsoft file servers.
Support / Trouble shoot Networks, Computers, Software and Printers.
Train clients on our software.
Joy Lutheran Church
Gurnee, IL
Youth Leader
United Parcel Service
Northbrook, IL 60002
Driver / loader
Henry M Greene and Associates.
Mundelein, IL
I managed a Professional telemarketing call center downtown Chicago in the John Hancock building. Our target markets were CEO’s, Lawyers and Doctors. My job responsibilities were:
Dominick’s Finer Foods
Waukegan, IL
I managed the produce department and closing manager duties. My job responsibilities were :
Service Merchandise
Waukegan, IL / Mundelein, IL / Niles, IL
Electronics Dept. Manager
It was my job to manage a department of 10 -15 employees
Education
College of Lake County
Grayslake, IL 60030
Attended to increase knowledge and prepare for a business environment for computer training and communication skills. Working towards a business degree with a computer science minor. (36 semester hours completed)
Zion Benton High School
Zion, IL
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