Support Representative Storage Engineer
Resume:
CHERYL A. COLLINS
**** *** ******, *.*. Box ***, Syracuse, OH 45779
512-***-**** *********@*****.***
https://www.linkedin.com/in/cheryl-collins-4088a85/
SUMMARY
NetApp Storage Systems Engineer with strong experience deploying and administering NetApp SAN/FAS/NAS
Dell Compellant and Equallogic Storage arrays
Certified NetApp Storage Professional (NCDA, NCIE-SAN)
Fibre Channel/iSCSI, CIFS/NFS protocols and ONTAP upgrades, 7-Mode to CDOT
NetApp OnCommand System Manager
NetApp OnCommand Unified Manager
NetApp OnCommand Insight
NetApp SnapMirror and SnapVault
Cisco MDS 9250i SAN switches, setup, maintaining and upgrading
Five plus years of Data Center experience
Data Center for Cloud Storage
Documentation every aspect of the build for the Storage, from configuration and setup to maintaining and executing backups and recovery
Helped with the documentation for the Runbook
Strong Communication skills and work well with a team or as an individual
SAN/Storage upgrades, provisioning, security, patching and maintenance
Capacity planning and performance monitoring
Experience with JIRA and CONFLUENCE
Security Technical Information Guides (STIG)
SATA, RAID, Networking, External Storage, iSCSI and Fibre Channel
products
Networking skills in Windows Desktop, Server Operating
Systems
Microsoft Office suite
Developing training and system integration/development
Secret Security Clearance
JOB HISTORY
SENIOR CONSULTANT
CGI FEDERAL
OCTOBER 2017- NOVEMBER 2022
Knowledge Expert & Consultation: Functions as a consultant to other Infrastructure groups as a recognized data storage expert.
Installed and configured the NetApp storage from the initial setup to deployment
with all the NetApp tools for design and configuration. OnCommand Insight, OnCommand System Manager, OnCommand Unified Manager, Snapshots, SnapVault and SnapMirror
Worked with Brocade switches configuration etc
Forecasted system capacity needs, prioritized work based on departmental priorities and system critical functions as an inter/intra-group liaison, performed complex analysis, proactively identified problems and made recommendations regarding solutions, and maintained responsibility for end-user (customer) satisfaction.
Proactively monitored, tested, collected and analyzed system performance statistical data to improve quality & ensure optimal performance of all Storage environments
Created and maintained documentation as it relates to infrastructure systems, design, configuration, support and processes
Designed & implemented system security standards, system backup procedures, and other recovery processes in accordance with the company's compliance, disaster recovery and business continuity plans
Diagnosed and resolved complex configuration and bottleneck issues within a complex application & systems infrastructure
Provide 24x7 L4/L5 escalation support for all storage platforms on a rotational basis.
Provided multi-level technical support in defining, developing and evaluating storage products to meet Cloud Computing SaaS, PaaS & IaaS needs
Maintained reports on disk utilization, availability and growth patterns
Provides recommendations to improve the storage infrastructure and address/lead critical issues and analysis
Investigated failures to find the root cause and drive resolution. Wrote the Root Cause Analysis of the findings
The design of the data center is made up of Cisco UCS and VMWare (Flexpod), Cisco UCS 100, VMWARE 6.x and all NetApp systems. Using the latest of NetApp FAS8060 and FAS8040 with CDOT (Clustered Data OnTap) 9.x.
The use of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
Dell/ EMC PowerVautl setup and configure Dell Storage for new storage environment.
Windows Adminstration setting up permissions groups and access issues.
Service Now for ticketing and for issue resolution also Knowledge base articles.
Worked with Cyber Security to update and resolve security issues with the storage and switch issues.
CommVault, I was at times responsible for restoring from backups. Created new backups also.
STORAGE ENGINEER
NFL FILMS
JULY 2017-OCTOBER 2017
San/storage management, manage day to day operations, including storage design, configurations, implementation
San/storage performance monitoring, capacity planning, utilization/trend forecasting, problem
resolution and reporting.
San/storage upgrades, provisioning, migrations, security remediation, patching and
respond to storage related trouble tickets
Design and implement infrastructure storage solutions based on user or application owner input
Collaborate with engineers and operations team through technical escalations, procedures and project tasks
CLOUD STORAGE ENGINEER
July 2015 – June 30 2017
SAPNS2 (National Security Services) Herndon VA
Knowledge Expert & Consultation: Functions as a consultant to other Infrastructure groups as a recognized data storage expert. This is an all NetApp setup for the data center. Build of the datacenter from the ground up.
Installed and configured the NetApp storage from the initial setup to deployment
with all the NetApp tools for design and configuration. OnCommand Insight, OnCommand System Manager, OnCommand Unified Manager, Snapshots, SnapVault and SnapMirror
Configured the Cisco MDS 9250i switches for the entire environment
Participated in the design and implementation of the Company's Disaster
Recovery Plan to ensure the storage, backup and restoration of data systems are functioning in the event of catastrophic failure
Forecasted system capacity needs, prioritized work based on departmental priorities and system critical functions as an inter/intra-group liaison, performed complex analysis, proactively identified problems and made recommendations regarding solutions, and maintained responsibility for end-user (customer) satisfaction.
Worked with the team on design and setup
Proactively monitored, tested, collected and analyzed system performance statistical data to improve quality & ensure optimal performance of all Storage environments
Created and maintained documentation as it relates to infrastructure systems, design, configuration, support and processes
Designed & implemented system security standards, system backup procedures, and other recovery processes in accordance with the company's compliance, disaster recovery and business continuity plans
Diagnosed and resolved complex configuration and bottleneck issues within a complex application & systems infrastructure
Provide 24x7 L4/L5 escalation support for all storage platforms on a rotational basis.
Provided multi-level technical support in defining, developing and evaluating storage products to meet Cloud Computing SaaS, PaaS & IaaS needs
Maintained reports on disk utilization, availability and growth patterns
Provides recommendations to improve the storage infrastructure and address/lead critical issues and analysis
Conducted research, cost-benefit and return-on-investment analysis on proposed hardware, software and systems to justify recommendations, support purchasing efforts and in making infrastructure design and architecture decisions
Investigated failures to find the root cause and drive resolution. Wrote the Root Cause Analysis of the findings
The design of the data center is made up of Cisco UCS and VMWare (Flexpod), Cisco UCS 100, VMWARE 6.x and all NetApp systems. Using the latest of NetApp FAS8060 and FAS8040 with CDOT (Clustered Data OnTap) 9.x.
The use of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
Broadcomm and Brocade switches. Configured and provisioned storage
TECHNICAL TRAINING SENIOR ADVISOR
July 2013- April 2015
DELL INC
Delivered technical training curriculum to customers through a combination of lecture and hands-on lab exercises. Dell Compellant and Equalogic Storage Arrays
Executed best practices for ensuring excellence in instructor training and performance. Installing and deploying software packages, such as SAN HeadQuarters, all Dell related Storage Software
Performed ramp sessions for delivery staff to work with development team to build skills in all training deliverables and tools. Conducted pilot training and provides feedback to adjust materials to better serve customers
Assisted in the review of new training materials by analyzing customer feedback and providing feedback for recommended revisions to course curriculum developers.
Experienced with developing training and system integration and development, familiar and have followed training guidelines in accordance with the ADDIE model
STORAGE SUPPORT ENGINEER
CDS, INC
June 2012- July 2013
Austin, TX
Hands on experience troubleshooting NetApp storage systems and storage software
Replace hardware, motherboards, DIMMs, Power Supplies, hard drives etc
Handle all failovers and system panics
RCA (Root Cause Analysis)
Created SOW and work contracts
SENIOR SUPPORT ENGINEER
NETAPP
November 2007 to June 2012
Lake Mary FL 32746
Supported NetApp filers, SAN/NAS implementations
Networking experience in current Windows desktop and server Operating
Systems. Additional networking experience with Novell, UNIX and Linux
Duties include problem tracking, escalations, and accurately written
problem documentation
Responsible for providing content (technical
articles) to be published on internet support pages
Hands on experience troubleshooting NetApp storage systems and storage software
Helped Perform initial setup and problem resolution for storage Administrators worldwide through remote support sessions
Helped train new hires on NetApp technology and best practices as well as provided support assistance to coworkers and management via case escalations and other higher end duties asked of me
Provided customer phone support for SAN and NAS hardware and software over iSCSI, Fiber Channel and Ethernet standards
Worked remotely to solve various problems with SAN and NAS
Handled escalations and helped refine the escalation process
Provide training based on my experience in the position and ran several classes and "Mentoring Groups" to aid the team as a whole in growth
Trained new hires on all NetApp products and platforms
Trained all new hires on all software and job related tools required for the job
Managed the roll-out of inbound call center training programs, utilizing train-the-trainer approach
Experience with several different CRM packages also
Facilitate training organization leadership development
Share resources and talent among the entire training organization
PRODUCT SUPPORT REPRESENTATIVE
January 1995 – Nov 2007
ADAPTEC, INC.
Provide in-depth telephone and e-mail customer support for Adaptec
VideOh, USB/1394, SCSI, SATA, RAID, Networking, External Storage,
iSCSI, and Fibre Channel products
SATA, SCSI, Networking and RAID products.
Networking experience in current Windows desktop and server Operating
Systems. Additional networking experience with Novell, UNIX and Linux.
Support Macintosh products as the product focal
Duties include problem tracking, escalations, and accurately written
problem documentation. Responsible for providing content (technical
articles) to be published on internet support pages
CERTIFICATIONS
NCIE (NetApp Certified Implementation Engineer)
NCDA (NetApp Certified Data Administrator)
ACSP Adaptec Certified Storage Professional
Essentials in Networking
Certified Soft Skills Trainer
Certified SAP Trainer
Secret CLEARANCE
CompTia Security Plus
Education
ORLANDO COLLEGE
Orlando, Florida
Associate of Science in Paralegal
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