Emil Davis Email & Phone Number

Columbus, Ohio Metropolitan Area

Mentor Technical Support Engineers. Advise Customer Support Management on technical matters regarding support cases.Knowledge Centered Service Lead. Member of a global council implementing KCS methodology within the Veeam Customer Support organization. Responsible for helping design what our KCS implementation looks like inside our Customer Relationship Management (CRM) software. Brainstorm ways to improve and streamline using KCS within CRM.Create and present training modules to advance Technical Support Engineers' skills and knowledge on both Veeam's products as well as 3rd party software.Member of a team improving and streamlining our on-boarding and training processes which has quickly lead to greater levels of success from our new hires.Recreate scenarios in a lab environment to test specific hypervisor, operating system, disk layout, and Veeam configurations to confirm software behavior. Technologies include VMware, Nutanix AHV, Windows, Linux, MacOS, Unix, Salesforce, Oracle and so on.Spokesperson for Veeam when customers request escalation or prompt attention on their support cases.Deep dive technical issues on difficult situations by analyzing Veeam product logging, OS system logging, and 3rd party software logging. Investigate environmental issues with customer infrastructure.Discuss solutions to difficult situations with Veeam management, Veeam Support Engineers, Veeam Account Managers, 3rd party product support & account managers, and of course our customers.Author documentation on Veeam's software as well as 3rd party products. This documentation is being used to create training modules as well as serve as reference material for Technical Support Engineers. Submit feedback on public facing technical documentation including Knowledge Base (KB) articles and product manuals.

Columbus, Ohio Area

In my role I collaborate with IT organizations around the world to resolve operating system, storage, network, and hardware/software issues related to backup and restore processes with Veeam software. Assist our customers restoring critical business data from ransomware, hardware failure, or end user mistakes. This may include individual files, database items, individual machines, or even all virtual machines across an entire hypervisor cluster.My main focus is on Linux based software. However, I support Linux, Unix, and Windows operating systems on both physical systems and popular hypervisors. Develop tools to assist support engineers. One is a parsing tool in Python which vastly reduces the amount of time it takes to gather information from our product logging. The tool presents the data to the Support Engineer in a format ready to be entered into our ticketing system or into a customer email. Another is a script in Python to find and delete orphaned snapshots. This sent a RestAPI command to the Nutanix cluster and parsed the json response; comparing the json contents to entries in an sqlite database table. Then it generated a bash script containing RestAPI commands to delete the snapshots not in that database. Additionally it would automatically upload results to an SFTP location.Our customers use a vast array of different vendors and thus I am familiar with VMware, HyperV, Nutanix, and KVM based hypervisors. For storage I am familiar with most devices from suppliers such as HPE, 3Par, Nimble, Dell, HPE, Exagrid, and Quantum and so on.Explore and correct issues with Veeam software deployments in the customer environments. Troubleshooting using the standard set of GNU utilities: Netcat, nmap, dmesg, grep, find, wireshark, traceroute, curl, etc.Submit improvements for both internal and customer facing technical documentation.

Hebron, Oh, Usa

Part of a small dedicated team at a startup research and development facility. I started here while equipment was still being installed. We matured a manufacturing process new to the company from being a prototype to in use at a production factory. I created all the documentation and procedures on setup, operation, and maintenance of final finish tire testing equipment which is utilized for daily operation, training, and preventative maintenance. This documentation assisted our facility in achieving ISO 9001 certification.Traveled to Europe as a member of an international team developing flow processes and IT systems to be used in a new $80 million plant using a highly automated manufacturing process based on the technology developed at our facility. Responsible for IT systems and network. Mix of virtual Linux and Windows servers. Mix of enterprise and industrial Cisco network equipment.Deep dive malfunctions with newly installed industrial manufacturing equipment and computer systems. Determine root cause and work with other departments to resolution. Track issues using a ticket system.Ownership of automated industrial equipment which involves configuration, documentation, training, maintenance, break-fix, and improvements. Work in depth with multiple machines which require a wide breadth of knowledge including: 480V 3-phase power, precision machining, programmable logic controllers (PLC), motion drives, temperature control units (TCU), pneumatics, hydraulics, industrial PCs, industrial networking, and so on.Completed and received certificates from multiple training courses from Rockwell Automation learning about Allen Bradley PLCs, Studio 5000, Powerflex Drives, and Stratix (Cisco) industrial network switches.

Newark, Oh

As Helpdesk Technician I support a thousand county employees in fulfilling their job roles by keeping their computers systems and VoIP phones up and running. Departments served include the Courthouse, Jails, Administration Building, Park District, Sheriff, Courts, Records, and more.The environment is mostly virtual Windows Server machines running on VMware with Windows Desktop clients managed through Active Directory (we had some pesky physical machines which remained). A remote Disaster Recovery (DR) site and multiple remote sites connected via dark fiber.Performed user account management in Active Directory. Assisted in modernizing the environment going from mostly scripting during login to taking advantage of Group Policy Objects (GPOs). Exchange and spam filter administration. Assisted the server administrator with maintaining the Windows Server machines. Troubleshooting of network issues like the time a squirrel chewed through one of the fiber lines between sites.Traveled to Redmond, WA for a week training class on the IP based Zetron MAX Dispatch system which I helped deploy in a brand new 911 call center.Help end users by configuring new computer deployments, performing hardware upgrades, configuring user accounts, and cleaning malware from infected machines. Revised outdated documentation to reflect updated software used as technologies and software versions changed.Lead Antivirus administrator. Responsible for keeping antivirus up to date and running effectively. Clearing malware off infected systems. Used Linux in an isolated environment to clear infections and collect undetected malware binary files. These binary files were upload to our antivirus vendor for analysis. Several of these samples were used to update definition files distributed to all customers. Created a script to automate removal of old antivirus client and installation of the new client when we changed to a new vendor.

Columbus, Ohio Area

Troubleshoot and analyze electronic circuits in the test department for faulty equipment, components or design issues. These failures can either be probe In-Circuit test failures or functional simulation failures using proprietary test equipment. Examples of the products I work with are “Smart Meter” electric power meters, natural gas meters, remote surveillance cameras, wire harness analyzers, welders and plasma cutters, cellular phone towers, parking control devices, control systems, and military applications.Upon discovery of issues, repairing, re-designing, or forwarding supporting information to our customers for their consideration.IPC 610-E certified, experienced repair technician with Lead Free (RoHS) materials. Perform rework on Through-Hole and Surface Mount Technology components, including Ball Grid Array (BGA), Quad Flat Package (QFP), and Quad Flat No Lead Package (QFN). Use of equipment such as soldering irons, extractors, hot air pencils, BGA rework stations, and x-ray machines.I support 2nd shift Test Associates in a team environment to keep production on schedule. This includes troubleshooting and repairing proprietary automated test equipment and associated computers with a minimal amount of downtime.Created tools for failure data collection and analysis using SQL, Access, and Excel. This data has improved the quality of over $2,000,000 monthly production. This has also reduced turnaround time in the troubleshooting/repair area by over 50%.

Columbus, Ohio Area

Part time contract position in a small entrepreneur start-up. Performed on-site computer and networking functions. These included, but were not limited to: network and Wi-Fi installation, computer system restoration, malware and virus removal, configuration of software, and printer support.In this position I learned how to quickly and efficiently configure Microsoft Windows for a variety of uses including personal home use and business office use. A large part was also configuring Microsoft Outlook and Intuit Quickbooks in business environments.Additional responsibility was in assembling new computers from individual components and installing/configuring Microsoft Windows and other software for the end user.I also setup and administered a Linux web server so we could host our own content for Ebay sales.

Columbus, Ohio

This was a part time job when I started college. I would work from 7:30am - 12:00pm then attend my college classes. I was forced to resign when my afternoon classes were cut to mornings only, and they already had an afternoon employee who had been working there longer than I.Interacted with customers in a retail environment on the phone and in person. Assisted in sales and customer service. Used company vehicle to pick up and drop off parts at businesses around the Columbus, OH area. Checked/stocked inventory and prepped store for opening.

Lisbon, Ohio

During my High School years I got a weekend & summer job at a local landscaping company. I learned the lessons of a strong work ethic earning above minimum wage while a teenager.This was not your typical mowing lawns job. The majority of my time was spent on hard-scapes such as installing brick patios and walkways, stone retaining walls, stone steps, trees, shrubs, new lawns, irrigation, and drainage. Operated equipment such as tractors, backhoe, zero turn mower, tillers, seeders, and straw-blower. Drive company truck to job sites and operate equipment on customer property.Maintain a positive attitude and provide outstanding customer service when interacting with home and business owners. As a point of pride we always went the extra mile to leave the customer's property in better condition than before we arrived. Attention to detail and maintaining a clean working environment are the keys to success.Performed maintenance and repaired equipment and trucks.