David

Midrange Enterprise Storage Lab Support Engineer

As this is my ONLINE version of my resume, it is short and used against scammers. I will respond to messages via this job website from valid inquires requesting my actual resume and information for a potential job. If you are looking for an organized, productive, self-sufficient telecommuting technical professional in an engineering role, please read on.

I feel the need to mention this in case any human is actually reading and not using auto-script tools. I am not looking for, nor will respond to:

> temp/contract jobs

> out-of-state recruiters who send irrelevant possibilities

> sales/delivery/shipping/fiances/food/medical/labor jobs

> being vaccinated

> the words "initial" and "remote" in the same sentence

> anything about physically relocating

Direct, full time, 100% permanent remote positions only, that match what I am looking for and what you want.

EMPLOYMENT

March 2014 – present Midrange Storage Lab Support Engineer

Working in multiple ticket queues for our products

A "ticket czar" (given by manager during a review) in keeping queues organized for the team by closing duplicated tickets; routing tickets correctly; escalating as needed

Modified our team's dashboards from a generic search to having a cleaner interface and optimized counters in both Jira and ServiceNow

Working closely with many teams in troubleshooting systems using tools, like Jenkins or docker scripts, in OSes such as Linux (Red Hat, SUES, CentOS), iDRAC, vSphere, BMC, Windows, Cisco

Help train new employees

Employee of the Month - April 2020 & Feb 2023

Troubleshooting hardware server issues and cabled connections such as SAS, Infiniband, fiber channel, ISCSI, power, and memory

Troubleshooting server issues such as switch zoning, port status, network

Scheduled and setup testings and cab builds/decommissions

Created more efficient racking and cabling procedures to help improve cab build efficiency

Acting team lead for build team

Racking and cabling server cabinets of flash storage arrays with hardware such as CISCO, Brocade, Dell EMC, fibre and iSCSI switches, servers, and disk array enclosures

October 2012 – November 2013 Customer Support Senior Advisor Taking over calls sent from tier 1 and other departments, seeing calls completed within scope, and issuing appeasements when necessary for customers via Apple phone call center supporting iMacs, MacBooks, and Mac minis running Mac OS X 10+, and programs such as iTunes, Boot Camp, Time Machine, and other OS X stock applications. Also created more efficient troubleshooting procedures for my team's use.

November 1996 - June 2011 Technical Service Engineer

Telecommuter full time from November 2006 until layoff

A+ CompTIA certification - 5/2000

Installed (remote or onsite), managed, diagnosed problems, trained, and maintained business client interfaces, software, hardware, networks, and other IT needs for over 1000 worldwide customers of hotels, hospitals, and universities

Implemented preventive maintenance, backup, or recovery procedures for proprietary call accounting and voicemail systems for customers

Supported and maintained company proprietary software running on operating systems OS/2 Warp, UNIX (SCO, AT&T), Linux (Fedora, Red Hat), Windows 98 and higher, and DOS 6.22

Database administrator & designer using Epicor's eFrontOffice Clientele, configuring and designing aspects of what our department needed and improving upon the original boxed version

Documented user support activity, such as system problems, corrective actions, resolution status, completed equipment installations, and software defects using a bug tracking system and report defects to software developers

Traveled to sites around the United States to install or swap out units, or train customers, or perform requested onsite maintenance

Created internal Intranet for service department to connect all documents and files

Updated and created user manuals and technical documentations EDUCATION

Bachelors of Science in Game and Simulation Software Programming Dean’s List on three semesters (not a typo from below) Associate of Science in Industrial Technology / Computer Science Dean’s List on three semesters and graduated with high honors