Support Engineer Technical

TESSA L BOWEN

Cell: 541-***-**** Email:********@*****.***

TECHNICAL SKILLS

Operating Systems/Hardware/Software/Protocols:

●Windows 2003/2008/2012/7/XP/PE, AIX, Linux, HP-UX, Solaris, OpenVMS, ONTAP, TLD/ACSLS robots, VTL, NetApp, EMC, SAN, NetBackup 6.x-7.x. Options: [Core, NDMP, Snapshot Client, VMware, Encryption, Vault, VMware, Hyper-V, Data Domain, SLP, VCS, Replication Director, OpenVMS], LAN, WAN, TCP/IP, Networking, DNS; Some Exchange, SQL, Cloud, Oracle, AD.

EXPERIENCE

2014-2024 Senior Principal Designated Support Engineer - Symantec data loss prevention

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2013-2014 Principal Technical Support Engineer, Symantec Corporation

●Backline Engineer for NetBackup. Take backline escalated cases, and work until resolved. Mostly related to VMware option, Core, and NDMP, always willing to take any other types of cases to meet needs of the support organization.

●Perform continued self-training to improve areas of focus as well as broadening scope of knowledge of various NetBackup features.

●Set up test environments to reproduce customer issues, and submit engineering escalations for defects.

●Conduct/created training classes: Learn Teach Learn, NBU 7.5 Administration, NDMP basic/advanced.

●Participate in monthly virtualization meetings, bi-weekly toughest cases sessions, and Daily helpdesk for FL/ADV/RPS techs, which includes helping on calls/webex.

●SME for VMware, Hyper-V, Instant Recovery, Snapshot Client NDMP, Core, Encryption, Replication Director.

2012-2013 Advanced/Backline Technical Support Engineer, Symantec Corporation

●Advanced/Backline TSE for NetBackup. Took any advanced queue case regardless of NetBackup option involved, while narrowing focus to become SME for NDMP, VMware, and Replication Director cases.

●Responsible for creating, and conducting basic new hire training for the NetBackup NDMP option.

●Participating in Backline roving program, responsible for serving as a continual help desk for other team members, as well as providing support to backline for some NDMP cases.

●Perform continued self-training to improve areas of focus as well as broadening scope of knowledge of various NetBackup features.

●Experience setting up test environments to reproduce customer issues, and submitting to and working directly with Engineering on product defects.

2011-2012 Technical Support Engineer, Symantec Corporation

●Frontline TSE for NetBackup. Specializing in Core, VMware, Snapshot Client, Hyper-V, NDMP, Encryption, Media Manager, Hardware, Vault, NBCC.

●Additional responsibilities included training new hires, and managing, organizing, and conduction interviews and interview team to fill additional NetBackup frontline TSE positions.

●Accomplishments: Maintained high stats for case taken/closed, and exceptions CSAT scores.

2007-2011 Technical Support Engineer, Symantec Corporation -

●FL TSE for SAV CE, Symantec Client Firewall, LiveUpdate Administrator, SAV for Linux, and SEP 11.x/SBE 12

Personal Skills

●Exceptional communication, customer service, and listening skills.

●Work well as a team or individual and highly self-motivated.

●Positive attitude, commendable work ethic, and professional approach dealing with difficult situations

●Organized, highly efficient, and skilled at prioritizing.

●Willingness to take on new challenges, and adapt well to change.

●Learn new technologies, and concepts quickly, and excel at directing own learning and professional development

Certifications: Security + Certification

Education

2005-2007 Associates of Applied Science Degree in Network and Systems Administration, Linn-Benton Community College Albany, OR

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