David Jones Email & Phone Number

Raleigh-Durham, North Carolina Area

• Providing infrastructure support with emphasis on Microsoft Operating Systems and VMware Hypervisor in enterprise environments.• Researching customer issues in a timely manner and following up directly with the customer with recommendations and action plans.• Leveraging internal technical expertise, knowledge base, and other internal tools, to provide the most effective solutions to customer issues• Collaborate with other Technical Support Engineers who may need assistance working a case; utilizing my area of expertise to help them in order to most quickly facilitate solutions for the customer.• Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.• The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Microsoft SharePoint) with NetApp storage systems and solutions -Server, and Desktop Virtualization Solutions..• Providing support for VMware ESX administration 5.5 thru 6.7; • Network protocols and topology; Windows NAS/SAN – iSCSI; FC/FCoE; CIFS• Responsible for diagnosing, reproducing, and fixing software issues customer experience with NetApp software.• Troubleshooting NetApp backup and recovery software on Microsoft EcoSystem system to assist customers with problem isolation and resolution• Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)• Strong written, verbal, interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.• Ability to follow standard engineering principles and practices. - Creative approach to problem solving.

Worked in a team-environment installing, maintaining and troubleshooting network and server hardware and software components.•Managed Wintel platform by implementing server builds standards, automating and centralizing software installs, monitoring disk space and capacity, troubleshooting network issues and modifying security measures to accommodate for ever-changing threats to the network.•Provided in-person and phone support to end users and application owners, troubleshooting application and hardware issues.•Provided support and maintenance for Windows Server platforms 2000, 2003, 2008, 2008 R2 and VMWare.•SQL Support – adding mount points to SQL 2005 cluster, adding resources to SQL instances, troubleshooting problems with SQL Cluster instances in Cluster Administrator.•Participated in a team responsible for 24/7 network and end-user support to a 5000-user network, two critical data centers and 800+ Windows servers & Netware Servers, resulting in a 99.8% uptime.•Experienced in advanced TCP/IP functions (WINS, DNS, DHCP)•Knowledge and experience with server based administrative activities (User Admin, Backups, Microsoft Security Patching)•Participated in the planning and implementation of policies and procedures to ensure Windows and virtual server, efficiency, and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.•Performance-tuned Windows and virtual server platforms across the organization to ensure high levels of data quality, availability, and security.•Participated in Disaster Recovery exercises for infrastructure & application support.•Migrated obsolete hardware platforms to VM's via VMware Converter & decommissioned obsolete hardware.•Participated in the definition and design of a project. Determined hardware requirements and initiating hardware orders for projects.•Created Application & Server Groups in Active Directory for new application projects.•Participated in creating, testing, applying of GPO’s to server application groups in Active Directory.

Raleigh-Durham, North Carolina Area

Managed users RSA SecurID accounts.•Installed, configured, and troubleshooting Checkpoint & Cisco VPN client connections•Provided support from remote clients through dial up, high speed connections, and wireless connections.•Provided application support for C.O.T.S applications•Troubleshooting LAN connectivity issues & dispatching ticket when appropriate.•Configured and managed user mainframe accounts & printer queue.•Provided support for IBM/AS400 application, user accounts & printers.•Used Tivoli & SMS to remotely manage, and install applications on workstations.•Troubleshooting problems with users Novell Group Wise email accounts.•Installed, configured, and troubleshooting of local and network printers.•Logged and tracked tickets to completion in Peregrine ticketing system.•Managed users LAN accounts through Active Directory.•Provided on site support for application changes/upgrades.•Provided ongoing and consistent updates and messaging of project status to project team.•Effectively managed multiple projects/initiatives concurrently.•Provide ongoing and consistent updates and messaging of project status to project team.•Developed and maintained a productive and positive, working relationship with project stakeholders

Bachelor Of Science, Business Administration

Education record