Greg Bracewell Email & Phone Number

Markham, Ontario

Oakville, ON

• Provided telephone, email and remote support for ShoreTel Unified Communications systems, OAISYS Voice recording software, ASCOM phones and other Hardware
• Dealt with ShoreTel Phone Switches, IP Phones, SIP Phones, Mobility Appliance and Applications, ShoreTel Voice Recording, OAISYS Voice Recording system, Network switches and other network devices for troubleshooting.
• Worked with Partners and Third Party vendors such as ShoreTel, OAISYS, ASCOM to get final resolution to customer issues
• Worked with vendors for RMA replacements of hardware (Phone switches and IP/SIP/DECT, Wi-Fi Phones)
• Customer Site installations, upgrades and rebuilds
• Project Work (Building user databases, Programming switches and call flow)

Burlington, ON

• Provided technical support NetWorker and several associated Modules using telephone, email, CHAT and Remote Support
• Provided support to Systems Administrators, IT Departments, Customer Engineers and internal departments
• Faultfinding and troubleshooting Backup and Recovery, Core NetWorker, Module issues. Investigating connectivity issues, analysis of Brocade, McData, Cisco switches, checking zoning
• Collaborated with other departments if assistance is required. Liaising with Managers. Working with Senior Engineers and Coaches for consults and escalations
• Mentored Junior Engineers and provide coaching for them when required
• Specialized in NetWorker Modules for SQL, Exchange, MEDITECH, and Documentum. NDMP (Celerra & NetApp), DataDomain, Clariion, VNX

Mississauga, ON

• Exported backup tapes, prepared required reports for offsite tape storage on a daily basis and daily reporting on backups, investigated backup failures as required
• Opened cases with 3rd party vendors on hardware failures
• SAP account unlocks and password resets
• 3rd party ftp uploads
• Liaised between different departments, opening internal and external tickets also liaising with offsite storage rep
• Contacted offsite locations to ensure tape changes have occurred

Mississauga, ON

• Provided technical support on SANs (Storage Area Networks) and associated Layered applications using telephone and email
• Provided support to Systems Administrators, IT Departments, Customer Engineers and internal departments
• Fault finding and troubleshooting on Clariion Storage Arrays utilizing analytical skills, dialing into arrays, remote access, research, knowledgebase systems, technical documentation
• Dispatched cases to Customer Engineers for parts replacement or implementation of action plan also Liaising and collaborating between different departments to provide the correct support for the customer
• Worked alongside our Engineering team in collaboration with the field engineer or customer for data recovery/access, re-imaging Storage Processors
• Investigated connectivity issues, analysis of Brocade, McData, Cisco switches, ensuring zoning is correct

Accrington, UK

• Building, Servicing & Repairing of PC's
• Operating System Installations (Windows 98, ME, NT, 2000, XP & Linux)
• Graphic & Web Design (Designing Company Logo's and Websites)
• Provided tutoring in PC maintenance, PC Fault finding, Graphic design and basic Website construction (HTML only)

Accrington, UK

• Overseeing Shop and Repair Department (6 people)
• Basic Small Office Network installations
• Building and repairing PC systems, Operating System and Software installations
• Stock ordering and purchasing and general back office duties
• Graphic and Web Design

Education record

Education record

Education record