Customer Support Engineer
Resume:
Alex Faria
Columbus, OH *****
*********.*.*****@*****.***
Professional Summary:
10+ years of diverse IT experience including system administration, middleware management and backup management. Maintained and improved Veeam Cloud Connect backup servers and resources in multiple datacenters worldwide. Oversaw migration from Salesforce to Zendesk ticketing system. Supported Veeam cloud connect backup, replication and Backup for Office 365 and Zerto replication and assisted others in understaning and troubbleshooting Veeam clloud backup and replication. Managed Data Center Infrastructure and Distaster Recovery Enironments and managed testing and implementation for Business Continuity.
I have hands on experience with Zerto DR product, implementing and troubleshooting both on site to cloud and Cloud to Cloud solutions.
Certifications:
ITIL Foundations V3 Certification, VMCE trainer certified
Software Proficiencies
Windows Server, MS Office including 365, Active Directory, Exchange, Hyper-V, VMware, TeamViewer, Kaseya, Lifesize Cloud. GoToMeeting. Install and support for SQL and Visual Studio.
Backup software: Carbonite server and laptop backup, Mailstore, Veeam Backup and Replication, Veeam Agent for Windows & Linux, Veeam Backup for Office 365, Zerto
Hardware Proficiencies
CISCO Meraki Network Monitoring, Sev1, Infoblox, Lifesize Video Conferencing, Airtame, Dell IDRAC, NAS Drive, and SAN drives.
Professional Experience:
11:11 Systems
Teir 2 Support Engineer 2022-1/2024
•Tier 2 Customer support by phone and email for backup, replication, backup to object (S3) storage
•Support for IaaS and DaaS environements
•Colaborating with support team on troubbleshooting and process flow for tickets
•Mentoring team mates and offering assistance with Veeam DR
•Working with 3rd party vendors on resolving customer issues in their environments
Offsite Data Sync
Senior Support Engineer 2020-2022
•Tier 2 Customer support and case escalation
•Troubleshooting customer environments and investigating to identify backup issues.
•Acting team lead during transition after company purchase for 6 months
•Oversaw a migration from Salesforce to Zendesk
•Data migration for cloud backups internally
•Maintaining and managing replications for customers in Hyper-V and VMware
•Managing special projects such as load balancing storage space
•Maintaining que and assigning tickets
•Acted as primary resource and Mentor for Junior Engineers
Veeam Software
Support Engineer 2017-2020
•Customer support and case management
•Live remote support of customers VMware and Hyper-V environments as well as storage devices and servers
•Handling escalated cases from frontline support and providing white glove customer service
•Maintaining a functioning Virtual lab environment to test issues in an isolated environment
•Familiar with many storage devices such as Exagrid, Nimble, Dell EMC, Cisco Hyperflex, and more
Ventech Solutions, Columbus Ohio
System Administrator 2015-2017
•System Administrator and help desk support: Tier 2 and 3
•Active Directory and Exchange administration, user administration
•Onboarding of new hires, offboarding of terminations
•Asset management implementation and maintenance.
•Monitoring and maintaining server, laptop and email backups
•Physical and remote support for over 500 users
•Maintained VOIP phone systems for 4 offices
•Internal support and maintenance of physical servers and VMs using Hyper-V
•Middleware management of scanning and monitoring software on network
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