Michael Hsieh Email & Phone Number

United States

Nj

•Day to day work with Linux servers including tasks such as assisting customers with compiling drivers, reviewing system logs and managing capture interfaces •Responsible for recreating and troubleshooting customers’ technical configurations such as load balancing and tcpdump filters•Test, prepare and arrange replacement equipment for shipping products to customers•Service focused ensuring world class customer support•Resolving technical queries around the Endace product suite within specified SLA•Performing functional verification tests, quality checking and failure analysis of RMA products•Thorough case management, logging, tracking and Incident Management•Developing, uploading and maintaining the content on the Endace support portal•Creating, and maintaining knowledge base articles for customers both internal and external

•Provide tier 2 and 3 support of our Red Hat based backup solution for ESX 3.5 and later and our Ubuntu based backup solution for ESX/ESXi and XenServer 5.5 and later. Perform detailed analysis of Linux logs to diagnosis customer issues on a daily basis•Assist customers to determine the cause of issues by examining PHD Virtual, VMWare, Xen, FTP and SAN log files, performing shared desktop sessions and conference calls with the customer and developers•Provide world class support to our global customer base experiencing production server outages•Configure VMware and Citrix test environments in order to assist in replicating customer problems •Assess the end user’s virtual infrastructure to identify any potential bottlenecks

Melville, New York

•Lead QA responsible for Alpha and Beta testing of new disaster recovery automation software (RecoverTrac)•Configured and managed VMware and Hyper-V Virtual environments for use associated with disaster recovery scenarios and backup applications•Worked closely with IT lab team in configuring storage and applications such as iSCSI, Fibre Channel equipments, RAID and host-based software•Proficient in installing and configuring various Unix, Linux and Windows operating systems for host-based applications testing•Worked closely with developers to track down programming issues and made suggestions to help improve software functionalities

Fair Lawn, New Jersey

•Responsible for installing new LAN network rack and maintaining network security•Monitored, troubleshoot, and repaired all mission critical systems to ensure smooth operations•Managed users and groups in company’s Domain via Active Directory •Maintained in-house systems including repairs, updates, and procurement of new equipment

Little Falls, New Jersey

•Handled migration for 137 clients from legacy mainframe platforms onto Mellon’s front-end OPCS system•Analyzed and developed stored procedures using Rapid SQL based on client needs and specifications•Performed weekly production moves for all IVR related updates •Created and executed SQL queries for stored procedure updates•Provided system application training to new consultants and off-shore employees

Fort Lee, New Jersey

•Interacted with senior management to deliver IT solutions for business issues and initiatives relating to the Interactive Voice Response system•Served as primary client contact to identify and provide appropriate solutions when issues arise during production moves•Developed and executed detailed test plans to ensure system integrity•Provided systems training and overview for all new hires

Piscataway, New Jersey

•Assisted the engineers in setting up customer’s T1 lines•Responsible for customer disconnect requests

Vcp, Vmware Infrastructure 3: Install And Configure V3.5

VMware Certified Professional

Cisco Certified Network Associate [Ccna] Program

Cisco Certified Network Associate [Ccna] Program

B.A., Economics