Oliver Kraemer Email & Phone Number

Ipswich, Queensland, Australien

Ipswich, Queensland, Australia

Ipswich, Queensland, Australia

Ipswich, Queensland, Australia

Auckland, New Zealand

- Covered all aspects of post-sales field support – predominately H/W focused – as the sole engineer for HDS customers and sales team in and around the Auckland region- Provided the delivery of services such as site management, problem determination, installation service, engineering and reconfiguration changes, equipment and site relocation, technical assistance and customer education- Troubleshot faults and undertook remedial actions as well as preventative maintenance measures- Installed and configured the various HDS product lines, SAN, NAS and File system products or upgraded existing equipment platforms in secured data centres and customer data rooms- Performed preventative maintenance according to recommended routines and procedures- Worked with an incident tracking system in a timely and logical manner to support customers as per contracted SLA

Reading, United Kingdom

- Provided in-depth 3rd level technical software support for customers around the world via a “follow-the-sun” work flow with support offices in Ft. Lauderdale, FL (USA), Tokyo (Japan) and Reading (UK)- Delivered bilingual (mostly English) support via email, telephone and incident tracking database in a medium-sized team for mostly SME end-customers and resellers- Troubleshot – often highly business critical such as connectivity or data access – issues in customers’ SANs while working with all levels of SAN components including applications, application OSes, various switch vendors, HBAs, NICs, iSCSI protocols, FC architecture and storage arrays- Analysed complex issues related to storage availability, performance, otherwise H/W & S/W (drivers) related, using a log consolidating tool that time lines all events across a SAN (application, systems, trace, comms, etc.) often being longer than 10 000 line- Explained the actual cause of an issue to – sometimes non-technical – customers with clear communication in a factual and controlled manner, with customer often very stressed and anxiousInteracted with 3rd party vendors support such as Microsoft, VMware or HP to resolve issues of mutual customers SANs- Provided weekend on-call duties on a 3-4 weeks rotating roster, including mentoring junior support staff, to advise and help to resolve complex issues- Kept incident tracking database and knowledgebase up to date with new customer information, solutions and designs as well as public FAQs on company web site with customer related information such as best practices- Tested pre-release versions and features of software and determined suitability for customer shipment and worked closely with developers to fix issues or bugs

Toronto, Canada

- Provided bilingual 1st level support of the Clickfree product portfolio in a small team, mainly for US and Canadian but also European private customers- Performed general pre-sales services, orders, technical support, software installation and returns- Resolved technical issues related to MS 2000-Vista and Mac OSes, software compatibility, backing up and restoring of files, drives installation, hardware malfunctioning- Reviewed and created German product manuals and other documentations for Clickfree's webpage

Brisbane, Australia

L1 support; short term contract

Melbourne, Australia

L1/2 support; short term contract

Betzdorf, Germany

- Provided in-house system and network administration in a team of two for a manufacturing plant and office in Germany plus five other office locations across Europe- Administered all servers (mainly MS Win, in addition iSeries AS/400) and clients OSes (MS Win NT/2000/XP) and data- and communication network infrastructure (hubs, switches, routers, VPN, Siemens Hipath4000 telecommunication system)- Delivered desktop and helpdesk support services for 325+ local and remote clients- Handled virus and spam protection; backup and recovery of data (CA ARCserve); user directory (MS Active Directory) and messaging (IBM Lotus Domino & MS Exchange)- Drafted documentation including system and security guidelines working with an incident database

Diploma, It Specialist In Systems Integration, 87%

Abitur (A Levels - University Entrance Level), Main Subjects: Geology & Biology