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, CA04.2000
Diploma - Computer LAN Technician Specialist
Computer Training Academy
San Jose, CA01.1996
Electronic Engineering Technology
Heald Institute of Technology
San Jose, CA05.1989
Certificate - Electrical Maintenance Technology
Central County Occupational Center
San Jose, CA06.1983
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
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