DAVID J. MANNA

Maynard, MA *****

adcxgr@r.postjobfree.com

***/***-****

SKILL SUMMARY

Solid experience as a Level 3 technical support engineer. Interfaced with development and coding engineers. Performed knowledgebase updates and wrote new articles. Directly interfaced with customers and system administrators. Used WebEx to install, configure, train and maintain software package. Knowledgeable in VMware, vCenter and vSphere Client. Certified EMC Proven Professional.

EXPERIENCE

Hemlock Consultants, Maynard MA

Customer Support, PC maintenance, VMware and Cisco support 3/2020 - present

Window10 installation, configuration and support

Spectro Scientific, Chelmsford MA

Customer Support, Level 2 support for Oil and Fuel Analysis instruments 2/2019 – 3/2020

Salesforce ticket tacking system, Knowledge base article creation

JIRA engineering ticketing system, direct interface with developers

Sales and Parts order processing, Installation and Training

Network Technology Academy, Malden MA 1/2018 – 2/2019

CompTIA A+, Cisco Networking and VMware Administration

Windows Server 2016, Windows 10 Professional

ESXi, Linux, vCenter, vSphere Web Client and vSphere client

Customer Support Engineer, Dell Technologies (formerly EMC), Hopkinton, MA 2016 – 2018

Supported Dell EMC’s Storage Resource Management (SRM), cloud computing written on HTML format using MYSQL database.

Performed Level 3 support related to configuration and licensing. Opened tickets with development engineers for coding issues.

Carried out virtual installations of SRM over WebEx.

Trained customers in application usage including overview of software package and module expansion.

Triaged operability issues.

Customer Support Technician, EMC ControlCenter, EMC Corporation, Hopkinton, MA 2003 – 2016

Supported EMC’s Central Management software using Oracle and Java.

Walked customers through installations, application usage, and operability issues.

With engineering staff, determined need for hotfix or patch to best correct issue.

Rapid Response Team Escalation Engineer 2000- 2003

Provided Level 2 support working severity 1 cases customer down, data unavailable.

Used TimeFinder, Solutions Enabler, and PowerPath software in AIX, Solaris, HP-UX and Windows 7/10 operating systems.

David Manna

Page 2

EDUCATION

Network Technology Academy, Malden MA

CompTIA A+, Cisco Networking and VMware Administration

Windows Server 2016, Windows 10 Professional

ESXi, Linux, vCenter, vSphere Web Client and vSphere client

Worcester Polytechnic Institute Certificate Program, Westborough, MA

UNIX Systems Administration, TCP/IP, Ethernet, Networking

Quinsigamond Community College

Associates Degree in Science. Major in Computer Maintenance Technology

PROFESSIONAL DEVELOPMENT

AMETEK P&AI, Chelmsford, MA 2020

Network Technology Academy, Malden MA 2019

EMC Proven Professional SRM Certificate, Milford, MA, 2017

VMware VMotion, Online, 2015

EMC Proven Storage Certified, Milford, MA, 2014

VMware Administration, Milford, MA, 2013

Microsoft Training and Certification, Westboro, MA 2007

United States Coast Guard – Veteran

Contact this candidate