Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

George Contreras

Vacaville,California

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Senior Technical Support / Lead Systems Test Engineer

HPE/Aruba/Silver Peak INC
01.2008 - Current
  • Provide support for Silver Peak’s Enterprise level customers on the WAN Optimization products, IPSEC, GRE, UDP Tunneling, WAN compression, TCP/IP, VRRP, WCCP, POE, LTE and QOS.
  • Worked with routers (Cisco 2811, 2624, Nexus 9000, Arista), hubs, Cisco Switches (3850,3500, 2924), Aruba, Arista, PoE, Firewalls (Netscreen, Fortinet, Cisco Pix, Sonicwall) Windows XP & WIN2K & WIN2003, 2008, 2012 Server.
  • Work with VMWARE Vsphere 5.0, Microsoft HyperV, AWS
  • System Test Silver Peak product line
  • SDWAN, SAAS, SASE
  • Spirent Test Center/Avalanche

Senior Systems Engineer

Engate Technologies
10.2007 - 02.2008
  • Assisted enterprise level customers in post and pre-sales issues
  • Worked Enterprise SPAM issues
  • Troubleshot Internetworking Issues
  • Contract

Manager, Customer Support/ Information Technologies

Anchiva Systems Inc
04.2006 - 10.2007
  • Researched and Assisted in Choosing CRM, Phone System, and Mail Server
  • Installed and redesigned Corporate Network.
  • Assisted in setting up and customizing CRM, phone system, internal domain controller
  • Designed and installed Open-Xchange Mail Server and Microsoft Exchange Server, DNS, Radius, Web, and Active Directory servers on WIN 2003.
  • Setup site to site VPN to offices overseas in APAC.
  • Setup policies and customer escalation procedures for the customer service organization.
  • Assisted in the design of the Anchiva support web site.
  • Assist users in desktop issues such as printing, Windows, and network issues.
  • Provide Pre-sales and Post-sales support for the Anchiva’s customers
  • Assisted customers in inter-networking issues, worked on SPAM, AV, and Spyware issues.

Senior Technical Support Engineer

Silver Peak Systems, Inc
09.2005 - 04.2006
  • Assisted in setting up and customizing CRM, phone system, internal TAC Web server
  • Designed and installed the TAC lab
  • Setup Exchange Server, DNS, Radius, Web, and Active Directory servers on WIN 2003, wrote policies and customer escalation procedures, assisted in designing support web site for the Technical Support Organization.
  • Provided support for Silver Peak’s Enterprise level customers on the WAN Optimization products, GRE Tunneling, WAN compression, TCP/IP, VRRP, WCCP and QOS
  • Worked with routers (Cisco 2811, 2624), hubs, Cisco Switches (3500, 2924), Firewalls (Netscreen, Fortinet, Cisco Pix, Sonicwall) Windows XP & WIN2K & WIN2003 Server.

Manager of Technical Support Americas/ Technical Support Engineer III

Fortinet Technologies, Inc
08.2004 - 09.2005
  • Supervised the Tier I and II support center.
  • Set up an internal TAC Web server, Exchange, Radius, LDAP, and DNS servers, designed and installed the TAC lab
  • Wrote policies and customer escalation procedures for the Technical Support Organization for the Americas Team.
  • Built the Americas TAC Team by selecting and hiring the team members.
  • Provided input for key changes the internal CRM.
  • Supported Security products Firewall, VPN, Traffic Shaping. Worked with Fortinet’s customers by assisting them in troubleshooting internetworking issues.
  • Worked with routers, hubs, switches, TCP/IP, Windows 95 & 98 & NT & XP & WIN2K,IKE, SSL, SSH, IPSEC and PKI.
  • Worked on Anti-spam, Anti-Virus and Content Filtering.

Customer Support Engineer II: IDP/Global PRO/NSM Team & E-Support Team

Juniper/Netscreen Networks, Security Products Division/Netscreen Technologies
10.1999 - 08.2004
  • My job responsibilities include providing Tier 3 customer support for VARs, Distributors, enterprise customers, and end users via telephone and e-mail for IDP, Global Pro & Global Pro Express and NSM (Netscreen Security Manager.
  • Check email queue for the IDP/Global Pro/NSM.
  • Followed up with customers and recreated technical problems.
  • Assisted the firewall/VPN team in supporting the Netscreen 5, 5xp, 5xt, 5gt, 10, 100, 25, 50, 204 and 208.
  • Took 1st through 3rd Tier support calls for the 500, 1000, 5200, and 5400.
  • Worked on Beta projects, Wrote technical notes, application notes, case studies, and solutions for the Technical Assistance Center website
  • Assisted other support engineers when needed throughout the day.
  • Assist the European TAC work on re-creation of technical issues
  • Follow up on issues at the corporate office with engineering
  • Support European customers after the TAC team has gone home.
  • Worked with routers, hubs, switches, TCP/IP, Windows 95 & 98 & NT & XP & WIN2K,IKE, SSL, SSH, IPSEC and PKI.

Network Technician II

Frontier GlobalCenter
07.1999 - 10.1999
  • Work with Cisco Routers 7500, 12000, Catalyst 5000 switches.
  • Work with Sonet, DS3 circuits, TCP/IP, BGP, ISIS.
  • Used Remedy to work on trouble tickets.

Network Engineer

DJAllen Associates
05.1996 - 07.1999
  • Worked on WANs frame relay, ISDN, xDSL. Configured Cisco & Gandalf & Ascend Routers.
  • Worked with TCP/IP, IPX, SNMP, PPP protocols.
  • Worked with Spectrum and SNMPc, WhatsUp Gold, Network management applications, NT 4.0 and Netware 4.11, 5.0; IRIX, and with, Desktop Video Conferencing.
  • Assembled configured, and troubleshooted PCs.

Education

Bachelor Of Science - Computer/Business Information Systems

University of Phoenix
San Jose, CA
04.2000

Diploma - Computer LAN Technician Specialist

Computer Training Academy
San Jose, CA
01.1996

Electronic Engineering Technology

Heald Institute of Technology
San Jose, CA
05.1989

Certificate - Electrical Maintenance Technology

Central County Occupational Center
San Jose, CA
06.1983

Skills

  • Remote technical support
  • Experienced in various software platforms
  • Incident response management
  • Network infrastructure administration

Certification

  • CCNA Cisco Certified Network Associate – Renewed 2008-04
  • NCSA Netscreen Certified Security Associate
  • NSCP Netscreen Certified Security Professional
  • NCIA NetScreen Certified IDP Associate
  • FCNSP Fortinet Certified Network @ Security Professional
  • VCP 5.1 Vmware Certified Professional
  • SPIE Silver Peak Internetworking Expert #1037

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Senior Technical Support / Lead Systems Test Engineer

HPE/Aruba/Silver Peak INC
01.2008 - Current

Senior Systems Engineer

Engate Technologies
10.2007 - 02.2008

Manager, Customer Support/ Information Technologies

Anchiva Systems Inc
04.2006 - 10.2007

Senior Technical Support Engineer

Silver Peak Systems, Inc
09.2005 - 04.2006

Manager of Technical Support Americas/ Technical Support Engineer III

Fortinet Technologies, Inc
08.2004 - 09.2005

Customer Support Engineer II: IDP/Global PRO/NSM Team & E-Support Team

Juniper/Netscreen Networks, Security Products Division/Netscreen Technologies
10.1999 - 08.2004

Network Technician II

Frontier GlobalCenter
07.1999 - 10.1999

Network Engineer

DJAllen Associates
05.1996 - 07.1999

Diploma - Computer LAN Technician Specialist

Computer Training Academy

Electronic Engineering Technology

Heald Institute of Technology

Certificate - Electrical Maintenance Technology

Central County Occupational Center

Bachelor Of Science - Computer/Business Information Systems

University of Phoenix
George Contreras