Gabriel John Rogers
IT Architecture
Falls Church,VA
Overview
21
21
years of professional experience
7
7
Certifications
Work History
Sr. Consultant
Wolters Kluwer
2015.03 - 2017.01
- System Integration Services
- Maintain, expand and share knowledge of Corporate Professional Services, with an expert knowledge in CCH Indirect, and/or CCH Direct products, and solutions
- Install software and deliver system integrations for corporate customers
- Extensive knowledge of virtualization architecture, VMware and Hyper-V
- Assist in the development and documentation of new processes and the changes associated with software applications, including the maintenance requirements
- Provide mentorship for consultants within the Professional Services team
- Contribute with product management, product development and customer support software issue resolution teams
- Perform consulting services and product training activities
- Support Wolters Kluwer Consulting; training services in cross-organizational activities
- Represent Wolters Kluwer within the industry
- Participate in organizational activities to meet or exceed company objectives
- Proactively pursue professional development activities (e.g., self-study, attending seminars, review, professional publications and establishing personal networks)
- Working with ERP packages such as Microsoft Dynamics ERP products (e.g., AX, NAV, and GP).
Technical Support Engineer
VMware, Inc
08.2010 - 07.2016
- Configuration, troubleshooting of ESX Environments
- NetAPP, DELL, EMC, HP, IBM Array troubleshooting and configuration designs
- FC, FCOE, iSCSI, NFS
- Storage performance I/O tuning and analysis
- Providing in-depth RCA, log analysis and review
- Network, storage, implementation, architecture and design
- Providing ESX Storage and Network training for Engineers
- Collaboration with storage and network vendors for architecture design implementation and resolution
- Server Management Software (HP Insight Manager, IBM Director, Dell Open Manage
- Linux / UNIX, providing technical support to clients and 3rd party vendors
- Troubleshooting firewalls and security related issues
Sr. Technical Support Engineer
VMware, Inc
07.2012 - 03.2015
- Case Management:
- Drive customer satisfaction of by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required
- Proactively escalate customer issues and work with Sales, CPD, PSE, PM to assign appropriate priority
- Complete a formal root cause analysis for resolved issues at customer request
- Complete KB articles for all resolved issues
- Provide best effort support for customers operating on/in unsupported configurations
- Retain ownership of customer issue from creation to closure
- Account Management:
- Facilitate the on boarding process of new accounts by leading the initial engagement meetings
- Complete comprehensive site profile documents ensuring the customer’s VMware infrastructure and architecture is documented
- Manage account document repository ensuring accuracy and completeness
- Proactively notify the customer on a weekly basis with product alerts, new KB articles and bug updates that relate to their environment
- Review customers change management process / documents for gaps against know best practices
- Assist the customer with support planning, upgrade and maintenance updates by providing input to implementation plan and alerting peer center of upcoming change
- Conduct weekly or monthly case reviews to identify issue trends and opportunities for corrective actions
- Work with greater VMware Account Management team to ensure overall customer satisfaction with Global Support Services
MyVMware VOC Facilitator
VMware, Inc
10.2011 - 02.2012
- Responsible for conducting VOC sessions to multiple internal and external groups
- Assisting with preparation for the sessions, including preparing the test cases/scenarios that we’ll be walking the customers through, validating the data we are going to show to customers, and preparing measurement criteria
- Collecting measurements/results from VOC sessions.
Systems Engineer
Nulan Consulting, LLC
04.2008 - 08.2010
- Maintain client base operations within all facets as it relates to IT Infrastructure support and design
- Clients are primarily small to mid-sized businesses, with some Enterprise clients
- Implementation of internal and external (co-locations), network / environment to scale per clients requests with a focus on ROI, functionality, redundancy as well as forecasting clients future IT related requirements
- Setup and configuration of servers, switches, routers, wireless access points
- Collaboration with clients and technology vendors to ensure effective system design and implementation of outsourced related projects
- Monitoring of client systems, servers, providing analytical data to the client
- Technologies Implemented: Microsoft server 2000, 2003, 2008, SBS 2003, Exchange 2000, 2003, 2007, Active Directory, IIS, Share Point, Sonic Wall, Net Screen, Veritas Backup Exec
- Supporting mid to large scale clients: Microsoft Clustering Services, Microsoft Terminal Services
- VMware ESX 3.5, Virtual center 2.5, Vmotion, VMware tools, IBM Tivoli TSM
- Active Directory design policy based GPO’s with a focus on environmental cost saving solutions
Systems Administrator
Flight Options
04.2007 - 04.2008
- LLC, a wholly owned subsidiary of Raytheon, Maintenance and improvement Windows 2003 Active Directory environment
- Maintenance of MS Windows / Linux server hardware and operating system health and patching levels
- Improvement / upgrades of Microsoft applications such as Exchange, Active Directory, SQL Server, IIS, SharePoint
- Maintenance and improvement of VMware ESX Virtual "guest" server operating systems and the ESX hosts in the Flight Options VMware cluster
- Maintenance and improvement of RDP server farm clusters
- Manage help desk and desktop responsibilities catered to the businesses expectations
- Deployment of advanced features that improve business service and improve IT effectiveness
- Upport production change control processes from development to production servers
- Review, testing and improvement of server DR and backup processes to assure 100% recoverability of the system(s)
- Automation, by scripts or system jobs, efforts such as file archival on critical server systems or file transfer to other servers
- Providing systems access control to approved individuals by following administration procedures and best practice guidelines
IT Project Coordinator
K, / Antares
Force
12.2006 - 04.2007
- Responsible for Antares client mid-size company approximately 600 end users located in five states throughout the US
- Managing on-site contractors with desktop and network problem resolution
- Installation / configuration of client / server hardware and software
- AD configuration and maintenance, OU’s, GPO’s
- Providing daily progress report to upper management, HSIA outages, and outstanding high priority issues
Network Administrator
Stonebridge Companies
12.2005 - 07.2006
- Corporate office
- Maintain corporate network, servers, PC’s
- Configuration and maintenance of PBX phone systems, VOIP
- Server related - configuration consisting of Active Directory, Exchange 2003, Microsoft windows 2003 server, and Kronos
- Created Disaster Recovery policy and procedures for off-site data storage
- Hardware related – Replace faulty disk drives / rebuild blade raid 5 servers
- Installation of blade servers, patch panels, switches, and Cisco routers
- Maintain corporate office laptops / PC’s
- Responsible for all licensed software and hardware assets
- Ff-site
- Directly responsible for over 20 major hotels, networked to the corporate office for accounting and Kronos biometric purposes
- Responsible for maintaining and negotiating contracts for high-speed internet access for hotel properties
- New construction planning / installation phase related to all network, PBX phone systems per individual franchisor specifications under strict time requirements
- Configure / Troubleshoot T1 /T3 connectivity, Routers, Linux servers (Various
- Distributions) configured as wireless radius servers
Help Desk Analyst
Arrow Electronics
03.2001 - 12.2005
- Call center support relating to:
- Supporting IBM mainframe eNetwork 4.3
- Online Alpha systems
- Responsible for LAN / WAN network connectivity
- Configuring end-user pop3 email accounts; trouble shooting pop3, Solaris mail servers
- Hardware / software configuration for end-user PC’s and Laptops
- Asset recovery / inventory
Help Desk Technician
Stuart Entertainment
Littleton, CO
10.2000 - 03.2001
- In-house proprietary technical software support
- IT Network support
- Configuring LAN networks - loading software for pre- inspection upon site installation
- Supporting clients through the call center with the use of remote tools
Technical Support Analyst
Advanced Digital Information Corporation
08.1999 - 10.2000
- Software trouble shooting -UNIX, Windows 9x, NT, Novell, servers configured with ADIC Automated Data Storage Libraries
- Software leads/ sales: For in house software Amass, Data Manager, Volserv
- Hardware trouble shooting - SCSI conflicts, bad tape drives, picker alignment and picker replacement
- Hardware leads/ sales: Automated Data storage Libraries
- Working with on-site ADIC field agents as well as on site third party field agents in US, France and Germany
- Maintaining open communication between field agents and the client for trouble shooting and logistical purposes
- Routine customer service maintenance for secure and non-secure sites
Infrastructure Architect
IBM
Remote , Virgina
01.2022 - Current
- Planned, designed and delivered diverse IT solutions.
- Worked with business analysts and different subject matter experts to gather and define requirements, identify constraints and plan scopes.
- Developed long-term strategies for different business segments.
- Provided senior level technical support to internal and external government clients.
- Wrote detailed architectural design plans, security requirements and specifications.
- Managed installation, upgrade and deployment projects and provided on-site direction.
- Managed and monitored installed systems for highest level of availability.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Built and maintained network infrastructure consisting of Windows, Linux and virtual products.
Education
B.S.M. Bachelors of Science - Management, Music Theory / Business Law
University of Phoenix
Phoenix, AZSkills
Consulting
Certification
PROFESIONAL CERTIFICATIONS
Timeline
Infrastructure Architect
IBM
01.2022 - Current
Sr. Consultant
Wolters Kluwer
2015.03 - 2017.01
Sr. Technical Support Engineer
VMware, Inc
07.2012 - 03.2015
MyVMware VOC Facilitator
VMware, Inc
10.2011 - 02.2012
Technical Support Engineer
VMware, Inc
08.2010 - 07.2016
Systems Engineer
Nulan Consulting, LLC
04.2008 - 08.2010
Systems Administrator
Flight Options
04.2007 - 04.2008
IT Project Coordinator
K, / Antares
12.2006 - 04.2007
Network Administrator
Stonebridge Companies
12.2005 - 07.2006
Help Desk Analyst
Arrow Electronics
03.2001 - 12.2005
Help Desk Technician
Stuart Entertainment
10.2000 - 03.2001
Technical Support Analyst
Advanced Digital Information Corporation
08.1999 - 10.2000
B.S.M. Bachelors of Science - Management, Music Theory / Business Law
University of Phoenix