Technical Support Customer Service

KENNETH MCKENZIE

Queens, NY. ***** +1-404-***-**** ****************.**@*****.*** LinkedIn

Senior Technical Support Engineer

Senior Support Engineer with extensive experience in providing technical support for HPE product lines, including SimpliVity and StoreOnce. Skilled in troubleshooting and system administration across Windows, Linux, and VMware environments. Proven ability to enhance customer satisfaction through effective problem-solving and detailed documentation. Eager to leverage expertise in IT support to ensure seamless operations and client satisfaction. SKILLS

• VMware, HP-UX Certified, Linux, Commvault, Veeam, Salesforce, Service Now, Remedy, Jira, Software and Hardware enterprise level, Compute, Storage and Networking

Work Experience

XSi an Evernex company Nov 2023 - Feb 2025

Senior Support Engineer Atlanta GA

• Provide "White glove technical support." On a Global scale.

• Server and Storage support of the following products:

• HPE

• Dell / EMC

• IBM

• Managed NetApp systems to ensure optimal performance and reliability, contributing to improved data storage solutions

• Documented and tracked the status of inquiries using Service Now, coordinated appropriate responses and follow-ups, resulting in improved customer satisfaction

• Handled Pager Duty responsibilities 24/7 for one week every month, ensuring continuous system monitoring and rapid response to incidents using Remedy

Hewlett Packard Enterprise, (HPE) Nov 2012 - Oct 2023 Technical Solutions Specialist Atlanta, GA

• Provided technical support for front and backend systems, ensuring high-quality service and customer satisfaction

• Supported Hyper Converged Infrastructure (HCI) products such as SimpliVity, enhancing system reliability and performance

• Supported a wide range of enterprise storage products including StoreOnce, StoreEver, StoreEasy, SAN, NAS, and DAS, optimizing storage solutions for clients

• Utilized extensive knowledge of connectivity protocols such as iSCSI, Fibre Channel, FCoE, NFS, SMB/CIFS, HTTP, and NVMe-oF to improve network efficiency and data transfer rates

• Assisted clients in manually balancing storage capacity using VMware and Commvault to ensure data availability, eliminate hot spots, improve performance, and reclaim space by clearing /VAR/LOG directories

• Updated client systems with the latest firmware and software using VMware and Commvault, ensuring optimal performance and security

• Configured and maintained operating systems and hypervisors, including ESXi and Cisco, to enhance system reliability and efficiency

• Administered VMware, Linux, and Windows servers to ensure seamless operations and support business continuity

• Managed VCenter, Virtual Machines, and VCenter Server Appliance to optimize resource allocation and improve system performance

• Configured underlying operating systems for proprietary solutions such as Ubuntu, Redhat, and Ibrix, enhancing system compatibility and performance

• Managed storage software including CommVault, Veeam, vSAN, and VV Virtual Volumes to enhance data protection and streamline storage operations

• Utilized case management tools such as Salesforce, Remedy, OPT, and JIRA to efficiently track and resolve customer issues, improving response times

• Maintained firewalls and secured internet protocols including TCP/IP, UDP/IP, HTTP, sHTTP, FTP, and RESTful API, ensuring robust network security

• Maintained file, block, and object level storage systems to ensure data integrity and availability

• Managed cloud storage implementation and Catalyst storage, optimizing data accessibility and reducing operational costs

• Utilized AWS Cloud Practitioner certification to optimize cloud solutions, enhancing system performance and reliability

• Managed Azure Cloud environments using Service Now and Jira, improving resource allocation and reducing downtime

• Implemented Docker Containers and Kubernetes to streamline application deployment, enhancing scalability and efficiency

• Leveraged knowledge of HPE ProLiant Servers GEN8 to GEN11 to improve server performance and support business operations Unisource Worldwide, Inc. Mar 2009 - Jan 2010

UNIX Systems Administrator Atlanta, GA

• Resolved IT issues for internal employees using enterprise-level software and hardware, improving system efficiency

• Supported software engineers in application development, enhancing application performance and reliability

• Maintained production and test environments using VMware, ensuring stability and efficiency; terminated rogue test applications to prevent system disruptions

• Managed user accounts and permissions using enterprise-level software, ensuring compliance with business unit requirements

• Conducted disaster recovery tests at remote sites using Commvault, ensuring data integrity and system resilience

• Responded to system alerts and resolved issues using VMware and Commvault, ensuring 24/7 system uptime and reliability Abacus Solutions Group Jan 2009 - Mar 2009

HP9000 Systems Engineer Atlanta, GA

• Tested and refurbished HP9000 UNIX servers and all associated components, ensuring optimal performance and reliability

• Assisted sales reps with pre-and-post sales activities, using Salesforce to track customer interactions and improve sales outcomes

• Maintained and cataloged inventory from entire Datacenter purchases, ensuring accurate tracking and efficient resource allocation

• Operated forklifts to load and unload trucks across various US cities, ensuring safe and efficient transportation of equipment

• Managed remote technical teams to relocate Datacenters and Disaster Recovery sites, utilizing Service Now for coordination and ensuring minimal downtime

Canvas Systems Mar 2000 - Dec 2008

HP9000 Systems Engineer Atlanta, GA

• Managed HP lab equipment and personnel, ensuring efficient operations and maintenance using HP-UX systems

• Assembled technical team to implement goals of HP UNIX server VAR, enhancing team collaboration and project success

• Tested and refurbished HP9000 UNIX servers and components, improving system reliability and performance

• Install new and used enterprise equipment on site.

• Trained technicians on HP-UX systems, enhancing their technical skills and improving service delivery

• Utilized extensive knowledge of Superdomes, V-Class servers, L-Class Servers, N-Class Servers, K-Class servers, and A-Class Servers to optimize server performance and support enterprise-level hardware solutions EDUCATION

Southern Polytechnic State University Kennesaw GA Mar 1996 - May 1998 B.S., Electrical Engineering

Atlanta Technical College Atlanta, GA Sep 1990 - Jun 1992 Associates degree, computer science A.S.

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