Support Technician Tech

Gary F. Thomas

(Mobile) 512-***-****

Email: *****.******@*****.***

LinkedIn: https://www.linkedin.com/in/gfthomas

Summary

Technology professional with breadth of knowledge and experience in supporting enterprise class environments. Provides consistent results in solving complex technical problems in a timely manner. Recognized for quickly grasping new concepts and new technologies. Strengths include:

●Public speaking

●Training/coaching

●Technical writing

●Tool Development

●Troubleshooting

●Adaptability

Fast learner

Technical Skills

●SNIA Certified Storage Professional

●Equallogic Storage

●iSCSI networks

●Vmware ESXi

●Active Directory

●General Networking

●Windows Server OS

●Dell PowerVault NAS/SAN

●Network Attached Storage

●Storage Area Networks

Professional Experience

Buffalo Americas 2014-2024

As this is a very small company (less than 30 employees) I had a variety of roles. I handled RMA testing, new product testing, tech support training, sales training, IT management, presales engineer, level 3 tech support, marketing support, and product support.

Dell Inc. 1995-2014

Prosupport Plus Senior Engineer 2013-2014

Helped to launch new ProSupport Plus contract offering. Coached fellow technicians on Equallogic configuration and troubleshooting. Supported various enterprise class systems such as Dell PowerEdge servers, PowerConnect switches, Equallogic and Powervault SAN and NAS storage systems.

Prosupport Senior Engineer 2008-2013

Provided troubleshooting and configuration assistance to enterprise customers using Dell Equallogic iSCSI SAN storage systems including problem resolution, capacity planning, basic to advanced configuration, iSCSI network configuration assistance and configuration of advanced storage features such as snapshots and replication.

Prosupport Engineer 2005-2008

Provided troubleshooting and configuration assistance to enterprise customers using Dell Powervault NAS/SAN storage devices including parallel and serial attached SCSI devices, iSCSI devices and direct attached storage.

Level 3 Consumer Support Technician 2000-2005

Provided support to level 2 and frontline technicians regarding various consumer grade storage devices including desktop and portable hard drives, optical drives, USB drives and floppy disk drives. Developed tools and training for level 1 technicians to assist with troubleshooting customer issues. Provided direct training to level 1 technicians including new-hire training and new product training. Worked with various engineering and quality development groups to improve product quality as well as quality of support. Worked on project to create a self-test system for optical drives which became an industry standard.

Technical Trainer 1997-2000

Developed and delivered classroom training for newly hired frontline technicians at various Dell campuses and outsource partner locations.

Level 2 Consumer Support Technician 1996-1997

Provided support and coaching to level 1 technicians support consumers with various Dell desktop systems.

Level 1 Consumer Support Technician 1995-1996

Provided support to home users and small businesses using various Dell desktop and portable systems.

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