Lance Mortenson Email & Phone Number

Powder Springs, Ga, Us

Bogota, Colombia

Resolving complex software problems on HP Business Servers. Assisting hardware team using software tools to identity hardware issues and make recommendations on parts to replace.Listen to what customer needs actual were and put together a learning plan to educate them in order to solve the issue customer wanted to solve. Teaching application usage and or operating system usage as dictated by end user needs.Providing technical expertise for the HPUX operating system.Create technical documents for worldwide internal/external/ business partners knowledge database.One of the lead engineers for LVM, file system issues, disaster recovery, and changing instance numbers.Recommended patches, part replacement, system design strategies, and performance enhancement strategies.

Alpharetta, Ga

TAM for critical customers and number of managers on each account was dictated by customer. Was one of a few account managers that handled any and all issues these customers requested. Directed support requests to the correct team and monitored all actions recommended by the support teams. Followed up on technical action plans and made sure that customer had correct resources available at the time that the down time or actions were being done to assure greatest up-time. If any patches or other items were recommended discussed with customer the impact and priority of installing or making any modifications on production servers. On conference calls to make sure that Hp was a team member for all actions on the customer site and made recommendations for best business practice and made sure that all modifications and configuration changes met best supportability practices.BRS - Analyzed data to develop, coordinated and manage solutions for in-depth, time critical, production impacting problems for High Availability computer systems. Time back to production was the number one priority and analysis sometimes came after getting server back into production. Detail action plan was delivered to customer after root cause was determined, this action was non-stop support for customer and was passed from engineer to engineer until cause was found.Customer were mostly Fortune 200 with administrators from around the world with varied expertise and was engaged with varied management levels. Team staffing was 24X7 with other team members available by pager when needed.Analyzed crash dumps, hardware and software logs, and worked with administrators to determine and resolve root cause of system failure or system performance issues.Recommended patches, parts, system design modifications and performance enhancing modifications for better server reliability.Documented all procedures and solutions and provided to entire account team HP and customer.

Bachelor'S Science Degree, Electronic Engineering Technology

Activities and Societies: Student Body Vice President, President of Motorcycle Club

Continuing Education, Computer Programming

Activities and Societies: Student Body association.