Dave Sillas Email & Phone Number

San Jose, California, United States

San Francisco Bay Area

Sunnyvale, Ca

Providing exceptional support and technical assistance to customers. Working closely with customers, to diagnose issues and provide implementation support. Acting as a liaison between the customer and engineering in problem resolution.

Mountain View, California

Fremont, Ca

Resolving customers technical questions by both phone and e-mail.Respond and provide technical direction to customers regarding operational issues, firmware upgrades and general maintenance.Troubleshoot and diagnose issues through research and/or re-creation to determine the root cause.Recommend solutions in a timely, clear and professional manner.Install products or systems at customer sites and deliver training to customers.

Palo Alto, Ca

Respond to technical inquiries, work with customers or partners, register cases according to the company process, adhere rigorously to our SLA requirements and ensure that cases are solved in the most efficient way. Investigate the cause of the problem, reproduce the problem to the extent possible, and present all technical information to the 3rd level of support. Convey knowledge in writing according to company methodology; providing clear information on the resolution of the case

Document calls; characterize the problems and collect logs for further troubleshooting. Duplicate reported problems in lab.Be sure that Client's technical issues and needs are resolved to the client's satisfaction.

Handled Customer support calls for VMware Consolidated Backup, SAN Storage & VirtualCenter Responded to customer inquiries, primarily via telephone and emailResolved customer technical issues through research, reproduction, and troubleshootingCollaborated with customers, other departments, venders and partnersReproduced customer issues in a lab environmentDocumented all technical inquires, correspondence, research and resolutions Accomplishments: Received several awards for exceeding successful case closure requirementsBegan live support after only 5 weeks of trainingUtilized Linux, Windows, Netbackup, Networker and SQL on a daily basis to resolve customer issues.

Supported Backups on Unix & Windows Systems using LEGATO software. This includes system Installs, Backups & Restores. Restored individual files to whole systems, including the Backup server itself, caused by user error or by hardware failure. Wrote scripts, to monitor backups, network status & disk usage, in DCL, FORTRAN, C and UNIX shells. Provided weekly Performance charts on backup status, using Visual Basic for Applications to parse Email, provided by Backup software, to create automated Excel charts of Tape usage.Provided day to day operations support for computer systems requiring 99% uptime, tape systems and printers. Added & upgraded software as required. Troubleshoted any system or network problems, wrote tools to do so.Set/implemented strategic systems direction for VMS Alpha, Sun systems.Provided direction to computer operators in a 24/7 environment. Accomplishments: Installed & configured LEGATO backup software on server and 14 UNIX clients. Developed backup and recover scheme, upgraded tape jukebox to higher capacity drives.Trained Operation staff to run backups and provide support of the print systems.Assisted in upgrade of PROMIS system, requiring extremely little downtime.Developed IP usage tracking, acquiring data from VMS using DCL Scripts to an automated Excel Worksheet using Visual Basic for Applications Purchased & installed Sun Solaris Backup server, providing management with detailed cost analyst.Learned Visual Basic by writing a Tape Logging project which tracked current status and usage of VMS and UNIX backup tapes.

Provided Network Support Backups and Restores of Unix and Windows NT systems using Veritas NETBACKUP. In a 24/7 environment, supporting hundreds of systems worldwideWrote scripts to summarize backup status using Bourne shell and Visual BasicInterfaced with worldwide Users and System Administrators daily.Troubleshot backup failures, using knowledge of UNIX & Windows systems, Networking and Veritas NETBACKUP. Enter tickets into Siebel system Accomplishments: Developed automated system tasks using UNIX shell/Visual Basic Applications to acquire and report nightly status of backup jobs. Automated Outlook to open mailed log files, passing the info to Excel to archive status and create draft email for customers. Decreased the process from 4 hours to 15 minutes.

Monitored SUN UNIX systems. Administer & maintain MAESTRO job scheduler. Scheduled, maintained and monitored DLT tape backup using NETBACKUP, managed VAX/VMS cluster. Administered SAP - account creation & job transfer.