• WORKING WITH SOLIDWORKS PDM (PRODUCT DATA MANAGEMENT)• Handling escalated support calls from partners through remote desktop sessions• Thorough knowledge of SOLIDWORKS PDM software• SQL server database knowledge• MS Windows OS expertise• Networking knowledge• MS Sys-Internals tools knowledge • Knowledge Base Article Creation• QA testing• Bug Report Creation

• First NOC escalation point for escalated issues.• Create tickets through Jira-Atlassian and provide detailed observations and updates on reported issues. • Engage in evaluating the remote assist tools and determine areas of improvement. • Provide product training to Tier 1 Robotics Technical Support Specialists and act as a mentor to other NOC members. • Review customer tickets and follow up with cross functional team members to achieve resolution.• Act as a back–up for Tier 1 Robotics Technical Support Specialists. • Monitor robots to assist with robot navigation utilizing remote control tools when required.• Ensure customer issues receive immediate response and fall within established timeframes.• Provide a daily status report on robot operations.• Run ROS OS commands through secure shell for troubleshooting and diagnosing issues.• Review and offload logs in Linux as needed.• Run PSQL commands to update sql database through command line in secure shell.• Help with QA tasks as needed to run validation tests on newer code for robots.

J2 Global Backup and recovery products were acquired by Jungle Disk. The description of my responsibilities duplicated that of J2 Global.

Manage a diverse and complex scope of support issues directly related to the use, support and implementation of Server backup and recovery.Responsibilities include:Provide customer support and technical issue resolution via e-mail, phone and other electronic medium.Implement and manage the LiveVault® backup and recovery solution.Implement and manage the Asigra backup and recovery solution.Implement and manage the Veeam backup and recovery solution.Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.Log tickets, defects, enhancements with enough detail to be understood and resolved by others.In-depth technical knowledge of Windows Operating Systems.Working knowledge of Linux, VMware.General knowledge of SQL queries.Troubleshooting systems as needed reviewing log files from livevault as well as OS system and application event logs.Troubleshooting connectivity issues using telnet, ping, nslookup and tracert commands.Troubleshooting VSS issues using vssadmin commands and diskshadow commands.Troubleshooting replication issues to offsite vaults by checking networking reports for bandwidth issues.Troubleshooting certificate issues for provisioning failed issues etc..

Tech Support

Implementation Support Engineer (Akorri acquired by NetApp)Responsible for break / fix configuration issues including but not limited to, setting up their environment to monitor data centers and Virtualized VMware and Hyper V systems for end-to-end visibility, from guests to ESX servers, through to storage. Responsible for storage configurations to monitor performance statistics in the Linux virtual appliance called OnCommand Balance. Troubleshooting systems as needed using such techniques as checking DNS, firewalls, port visibility, credentials, duplicate UUID’s in the VMware MOB, and running WEBEM test’s for performance statistic command errors / connectivity to windows device troubleshooting. Also assist with the creation of technical documentation, and knowledge base articles as needed. Work closely with the engineering team to implement bug fix patches into the appliance as needed.

Configuration responsibilities include but not limited to, setting up their environment to monitor data centers and Virtualized VMware and Hyper V systems for end-to-end visibility, from guests to ESX servers, through to storage. Responsible for storage configurations to monitor performance statistics in the Linux virtual appliance called Balance Point. Troubleshooting systems as needed using such techniques as checking DNS, firewalls, port visibility, credentials, duplicate UUID’s in the VMware MOB, and running WEBEM test’s for performance statistic command errors / connectivity to windows device troubleshooting. Also assisted with the creation of technical documentation, and knowledge base articles as needed.

Technical Support /(12/04 – 03/11) – (Part time for about two years during the evening hours)Responsible for responding to technical support questions regarding Alpha Software database products. Questions ranged from network installation and configuration of the Web Application Server database product, router configuration to database errors and installation issues. Other responsibilities include pre-sales / sales support and fielding customer questions regarding form design, calculations, reports etc. Handling incoming bug reports sent in from customers. Duplicating bug reports and creating videos for lead developers to review to see how to repeat the bug report. Technical Sales (05/02 – 12/04)Responsible for technical presales/sales and technical support related issues regardin relational database management system software. Other responsibilities included QA, and release engineering issues, as well as helping customers with installation and setup of the web application server included with the product. Worked closely with the CO-Chairman of the company, assisting him in daily routines as needed, including database report creation, and technical document creation.

Release Engineer / PC Apps Department - (12/98 to 8/00)Built and developed the install program for several different types of speech and language products, ensuring proper build process including high-level quality assurance of the build through the use of ClearCase. Communicated with Developers and Quality Assurance throughout the entire code build and media project build, until the final media creation for the manufacturing release date of the product. Detail-oriented and a good communicator. Intensive knowledge of InstallShield 5.5 Professional Edition and experience with other scripting languages, as well as working with Microsoft Visual Studio Tools, Windows 95/98 and NT/2000 diagnostic and installation troubleshooting.Systems Engineer / MIS Department - (8/00 – 11/00)Installed and configured hardware and software for all supported desktop and laptop computers. Installed Win95, Win98, NT 4.0, and Windows 2000 operating systems. Solved desktop network support problems in a timely manner. Kept license and inventory up to date. Familiarity of TCP/IP for networking installs. Configuration of remote access dial-up and installation of Lotus Notes on all laptops.

Supported complete line of Alpha Software products, as well as, supported database users with various technical questions using the Alpha Five and Alpha Four software databases. Assisted customers with operating and hardware system errors. Strong knowledge of X-basic programming language. Created installation programs using WISE Installation software and InstallShield Professional 5.1.

Deskside SupportResponsibilities included software installation and downloading. Database downloading, created forms and lists via Lotus Notes. P.C. diagnostics, system configurations and reporting problems when appropriate. Assisted employees with technical issues as they occurred.Network Point PersonTested and implemented features of NANOOK, the new registration and renewal system to replace the old registration system. Trained the technical groups and installed the software. Acted as Network Point Person for the roll out the TCP/IP network protocol. Set up TCP/IP on user workstations.Customer Support RepresentativeScreen and routed customer calls and inquiries to technical specialists. Communicated to customers up-to-date support options and services, as well as, validated contracts via on-line terminal emulator. Conducted telemarketing for Lotus PROMPT Service with new and existing sales accounts. Conferences with new hires for training. Unix Licensing