Senior Support Engineer

Ryan Timmons 419-***-**** *************@*****.***

PROFESSIONAL SUMMARY - SENIOR SUPPORT ENGINEER

Senior IT Professional with 12 years of experience supporting enterprise environments, specializing in backup solutions, infrastructure, and high-touch technical support. Skilled in diagnosing complex issues, optimizing systems, and delivering consistent value to both internal teams and external clients.

Deep knowledge of backup, networking, and infrastructure technologies, with strong problem-solving skills. TECHNICAL SKILLS

Backup & Recovery: Veeam Backup & Replication, Disaster Recovery Support, Storage Integration OS & Platforms: Windows Server 2003–2025, Windows Workstations, AD, Exchange, SQL Server Virtualization & Cloud: VMware, Hyper-V, Office 365, Azure, AWS Networking & Infrastructure: TCP/IP, DNS, DHCP, LAN/WAN/VPN, Routers, Switches, Firewalls Scripting & Tools: PowerShell, C#, WinForms, Internal Tools, Automation Support & Administration: Troubleshooting, System Administration, User Training, Documentation PROFESSIONAL EXPERIENCE

Veeam Software – Columbus, OH

Senior Support Engineer, November 2019 to Present

• Delivered senior-level support for Veeam Backup & Replication (VBR), focusing on backup failures, configuration issues, and complex restore scenarios across enterprise environments using SQL, Exchange, Active Directory, and Oracle.

• Supported Veeam Recovery Orchestrator (VRO) deployments, assisting customers in validating disaster recovery workflows and resolving issues related to orchestration test failures and integration with existing infrastructure.

• Provided high-touch support for VIP clients, frequently managing high-impact cases where backup operations were impaired, ensuring resolution under time-sensitive conditions.

• Developed internal engineering tools to improve diagnostic efficiency and troubleshooting workflows.

• Regularly contributed to internal documentation, proposed user guide and KB updates, and enhanced team processes through knowledge sharing.

• Mentored junior engineers through shadowing, reverse-shadowing, and guidance on log analysis, case handling, and support procedures.

• Participated in the U.S.-only on-call rotation for handling after-hours support for federal customers, requiring clearance and specialized responsiveness.

• Recipient of the Emerald Engineer Award for outstanding performance. Vetter Managed Services / Vetter USA — Mansfield, OH IT Specialist / Client Network Technician, December 2017 to August 2019

• Served as Company Network Administrator and Lead Technician for multiple client environments, delivering technical support and optimizing network performance to enhance end-user experience.

• Developed custom internal and client-facing software with a focus on database-driven analytics, improving reporting and operational workflows.

• Supported a wide range of systems and networks, working closely with clients to deliver scalable, secure solutions tailored to business needs.

CERTIFICATIONS

• Project+ - Active

• CompTIA Network+ – Expired

• CompTIA A+ – Expired

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