Manager Technical Support

James L. Smith

631-***-**** **** Compass Court

*********@*****.*** Connelly Springs, NC 28612

SUMMARY

An accomplished Pre/Post Business Technologist whose excellent communication and analytical skills have led to heightened responsibility in a sales and transaction driven business. An energetic, innovative professional who contributes to the team and consistently exceeds performance goals. Flexible in attitude yet firm in the desire to create a positive and successful work environment. Proven ability to adapt to diverse organizations and heterogeneous landscapes. Unique combination of skills that blends technical savvy with prompt and effective product delivery. Received numerous awards for customer service distinction. Expertise is broad in scope including but not limited to knowledge in the following areas:

QUALIFICATION SUMMARY

Outstanding communication skills: Comfortable interacting with all levels of business, organization, and cultural levels

Highly Organized: Expert in multi-tasking and prioritizing: Ability to manage large and small projects from start to finish.

Flexible & Adaptable: Assimilate data quickly and can transition as needed, switching roles as needed to maintain productivity and effectiveness. Open minded

Resourceful Problem Solver: Forward looking and can anticipate & analyze problems, then formulate a solution to achieve expected and wanted goal.

Detail-Oriented: Always looking for errors or inconsistencies, believe in continuous improvement methodology

Highly technical in knowledge and understand the sales process and the need for solid work product

PROFESSIONAL EXPERIENCE

CA Technologies, Charlotte, NC 2012-2016

Presales Principal Consultant – I worked closely with multiple customers both remotely and onsite presenting/demoing products that help customer become more Agile within the DevOps arena. This includes but not limited to Continuous Delivery solutions, Service Virtualization Solutions, and Test Data Management Solutions. Manage and provide High Level Technical expertise to CA's Technical Staff on CA's Major Software offerings. Provided CA's GPS group with ideas and templates for developing packaged services that could be offered thru a channel structure. Provided support for major CA problem accounts and was responsible for all aspects of providing customers with need resolutions to their problems. Worked with engineering to enhance or repair current software offerings. Worked with internal Computer group (GIS) to enhance backup and recovery practice

Foothills IT Solutions, Hickory, NC 2011-2012

Senior Systems Engineer – Support multiple clients infrastructure including all aspects (cabling, server install, workstation install, support of all hardware and software, etc.) both remotely and on-site. Clients include but not limited to Doctor’s Office, Dentist Office, Eye Doctor’s Office, Manufacturing Plants, Retail Stores, Etc ….

Business Continuity Solutions, Granite Falls, NC (Startup) 2011

Support Engineer – Responsibilities include all phases of customer contact regarding setting up Appassure ReplayOnLine software for disaster recovery. Responsible for setting up iSCSI assigned storage using Open-e operating system to Windows 2008 and Windows 7 servers/workstations running on XenServer and VMWare.

FalconStor Software, Melville, NY 2001-2011

IT Storage/Backup Manager - Responsibilities include all phases of maintaining the current heterogeneous FalconStor IT Infrastructure which include IP and FC for client and storage connections. My roles include but are not limited Design and maintenance of FalconStor Business continuity and Disaster recovery plan, Creation of FalconStor’s Sarbanes Oxley IT compliance policies, IT asset control and management, Storage utilization control and management, Active Directory Exchange Support and management, Lotus Notes Support and management. Company Backups using Symantec Backup Exec. Was also responsible for Falconstor’s Antivirus software which Symantec End Point Protection was used.

PROFESSIONAL EXPERIENCE (continued)

Manager Storage Appliance - Responsibilities included the design and creation of FalconStor Pre-Configured Appliance, Design and configuration of custom solutions for end-users, pre and post-sales support for FalconStor Field personnel, post-sales support for field delivered appliances, liaison between field and development, installation script and configuration, sizing guides, install guides. Pre-Built field appliances and performed all kernel mods, driver re-compiles, additional software installs before the boxes left the facility.

Manager Certification Lab - Responsibilities include testing and validation of all Storage Devices, HBA cards, Servers, Switches that are currently included in the FalconStor CDL. These certifications include both internal certification testing as well as field certification testing. Also responsible for several FalconStor certification from companies such as STK, IBM, EMC and others.

ENTEX Information Services, Inc., NY, NY (Formally MetLife) 1998-2001

LAN Administrator and Desktop Technical Support Consultant - Installed and configured Windows NT 4.0 Servers, setup print queues for network printers, configured software to run daily backups of different Domains (NT 4.0, NT 3.51 and OS/2 Operating Systems), setup Communication Rooms with server racks – servers – routers – switches – hubs – patch cords - xconnects (UTP and Fiber Optic). Headed up a migration team and built multiple NT 4.0 workstations for deployment in a production environment. As Site Manager I provided end user support for over 130 users on a wide variety of software installations, problem solving, operating systems, and network architectures.

NT Migration Team Leader – Working on migration of Windows 3.1, 3.11, NT 3.51 in a Banyan Vines environment to Windows NT 4.0 Domain. Machines were Multihomed with Ethernet and Token-ring. The position requires interviewing users to see what applications they use, backup hard drives to tape, hardware installs (HD’S, Mem., CD-ROMs, NIC cards, etc.), installing NT 4.0 and ensuring that all applications will run under NT 4.0. Ensure all workstations are made Y2K compliant.

Network and Desktop Technical Support Consultant - Build and configure Windows NT 4.0 & 3.51 workstations in and out of a Banyan Vines environment. Install and configure software on Dell Latitude and IBM ThinkPad Laptops with Windows 95. Installed different types of software such as IE 4.0, Netscape Navigator, Lotus Notes, MSOffice 95Pro & MSOffice 97Pro, Van software for Remote Access. Diagnose and troubleshoot PC’s, Laptop’s, and Printer problems installed both locally and networked. Provide end user support on software, operating systems, and network architectures.

GEM ELECTRONICS, Brentwood, NY 1996-2008

Network and Desktop Technical Support Consultant (part-time) – Assist Senior Network Engineer in setting up domains and workstations in Windows NT 4.0 and Windows 95. Built and configured Windows NT 4.0 server. Diagnose and troubleshoot PC hardware and software problems.

AMERICAN STEEL PRODUCTS INC., Farmingdale, NY 1993-1995

Shear Mechanic – Sheared assorted gages of steel to engineering specs. -Draftsman to create new designs and technical materials to resolve production problems.

NORTHROP-GRUMMAN AEROSPACE CORPORATION, Bethpage, NY 1983-1992

Prototype Mechanic in Research and Development - Created detailed technical manuals -Read blueprints and engineering specs. -Worked with quality assurance inspection and engineering to determine proper course of action, such as the removing, replacing, and upgrading of various critical aircraft systems.

EDUCATION

Computer Career Center, Hempstead, NY 1996-1997

Computer Technology (LAN Specialist)

S.U.N.Y. Farmingdale, Farmingdale, NY 1985-1987

Major: Engineering

College of Aeronautics, Flushing, NY 1980-1983

Major: Airframe and Powerplant (A.O.S. Degree)

OPERATING SYSTEMS

Microsoft Window Server/Desktop, Redhat Linux and other Linux Variations.

CLOUD – VIRTUAL PLATFORMS

Amazon, Rackspace, Azure, VMware, OpenStack, HyperV, XenServer, VMware VDi, XenAPP

SOFTWARE

CA’s DevOps solutions ( Release Automation, Test Data Management, Service Virtualization, Automation suite for clouds, Data Center Automation, Cloud Manager (Servicemesh oem), FalconStor’s IPStor and VTL Products (Falconstor’s Products offer Virtualization, Mirroring, Remote and local Replication for storage and VTL, Data Migration), Symantec Backup Exec, HP OpenView, Microsoft Office all versions, Ghost Image Software, Power Quest Drive Image, Iomega Backup, ARCserve, Backup Exec Versions, Lotus Notes, McAfee AntiVirus, Inoculan AntiVirus, Norton AntiVirus, Exchange Server 2003 and 2007, SQL Server, Microsoft Clustering.

HARDWARE

Tape Hardware:

Dell ML6000, Dell PowerVault, Quantum, Breeze Hill, ADIC Scalar Tape Library, Quantum series Tape Library, StorageTek L20 – L40 – L180, 9710, DLT7000, DLT8000 Tape Libraries, IBM Ultrium.

Disk Hardware:

IBM ServeRaid, IBM 2105 ESS (Shark) – FAStT Series – ProFibre Storage Array DF4000R and Netfinity EXP200 and EXP300, Dell MD1000 and MD3000, Hitachi Lighting Series - Thunder Series and DF400, EMC CLARiiON and Symmetrix, Promise, ACNC JetStor, Adaptec DuraStor, ATTO Technology Diamond Array, Baydel O/ESR 2000, Bell Micro Galaxy 55, Chaparral RIO RFF288 and RFF244, DotHill SANnet Series, Dynamic Network Factory SANSTORM and DATAMAX, EuroLogic SANbloc Series, HP StorageWorks Series and Virtual Array 7400, MTI V20 and V40, NEC iStorage Series, Nexsan ATAboy, RunTop LS7282, Storage Engine NAS and SAN Storage, StorageTek 9176 Disk Array – B220 – B280 – BladeStore – D173 – D178 Disk Subsystems and V960 Shared Virtual Array, SUN StorEdge Series, TMS RAM-SAM SAM-500 and RamSan-520, Winchester Systems FlashDisk Adaptec DuraStor, AMI Mega Raid, Compaq Smart Array, Mylex SANArray FFx and FFx-2.

San Fabric:

Brocade Silkworm Series Switches, Brocade 300e, Gadzoox Capellix Switches, HP/Compaq StorageWorks SAN Switches, IBM TotalStorage SAN Switch, Qlogic SANbox Series Switches, McData Intrepid and Sphereon Switches, StorageTek 4108 Switch, SUN StorEdge, Vixel 7200 Fabric Switch. Gigabit Switches – Alteon ACEswitch180E, Cisco Catalyst Series Switches, Extreme Summit Series Switches, Intel Series Switches, Netgear Series Switches. Routers/Bridges – ATTO Technology FibreBridge, Chaparral, Crossroads, PathLight

San Hardware:

Host Bus Adapters including ATTO Technology ExpressPCI models, LSI7x02XP-LC series cards, Qlogic 23xx series cards, Qlogic 24xx series cards, Qlogic 25xx series cards.

REFERENCES: Available upon request

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