George Pagan
Oracle
Weymouth,MA
29
Years of experience
Experienced field service and systems support professional with a strong background in hardware installation, technical support, and customer service. Skilled in resolving escalated incidents, coordinating repairs, and maintaining service-level commitments. Recognized for calm problem-solving, clear documentation, and mentoring junior engineers.
Quality-focused Field Service Support offering 29 years of field service experience. Detail-oriented and proactive with diligent and focused approach to managing projects, reviewing work and coordinating call responses. Maintains strong internal, supplier and customer relationships for maximum effectiveness.
Work History
Senior Field Service Engineer
16 Years 7 Months- Diagnosed Oracle server, storage, and network hardware issues using field service tools and diagnostic procedures.
- Installed, configured, and upgraded enterprise systems while following Oracle support standards and change controls.
- Resolved escalated incidents through root cause analysis, corrective action, and detailed service documentation.
- Coordinated preventive maintenance and repairs to improve equipment availability and service continuity.
- Mentored junior engineers on troubleshooting methods, safety practices, and customer-facing service delivery.
- Managed service requests, parts replacement, and firmware updates across complex onsite environments.
- Interpreted system logs and error codes to accelerate accurate fault isolation and recovery.
- Collaborated with cross-functional teams to restore critical infrastructure and maintain service-level commitments.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Scheduled service calls according to customer location and urgency of need.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Updated and maintained assigned machines per manufacturer specifications.
Systems Support Engineer
13 Years- Resolved complex system incidents across UNIX, Linux, and Solaris environments.
- Administered server hardware, operating systems, and core support tools for stable operations.
- Diagnosed network, storage, and application failures using advanced troubleshooting methods.
- Coordinated escalations with engineering teams to restore critical services quickly.
- Implemented patching, upgrades, and configuration changes to strengthen system reliability.
- Documented support procedures, resolutions, and recurring issues for consistent service delivery.
- Mentored junior staff on diagnostic techniques, maintenance tasks, and support workflows.
- Improved incident response processes through root-cause analysis and operational reviews.
- Streamlined processes for diagnosing and fixing hardware, software, and network problems, resulting in quicker resolution times.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Configured security settings and granted system access to groups and individuals.
- Acted as a liaison between users and vendors during software upgrades or installations to ensure minimal disruptions to daily business operations.
- Effectively communicated with other system engineering personnel and senior executives on joint projects.
- Maintained computer systems, installed and upgraded new systems.
- Enhanced system performance by troubleshooting and resolving technical issues promptly.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Analyzed and managed software patches and versions necessary for successful operating system upgrades.
- Worked effectively in both independent and team environments to exceed IT goals.
- Tracked problematic system errors by implementing various user support tracking metrics.
- Efficiently resolved a a a myriad of technical issues concerning software installation and network connectivity.
- Worked with various departments on integrating new processes for software and manual usage.
- Reduced downtime for users by providing efficient remote and on-site support services.
- Provided exceptional customer service while addressing user inquiries regarding hardware or software issues via phone or email communication channels.
- Ensured smooth transitions during employee onboarding or offboarding processes by managing user accounts, permissions, and equipment setup.
- Utilized strong analytical skills to identify root causes of recurring issues, implementing long-term solutions that reduced overall support requests significantly.
- Implemented proactive monitoring tools for early detection of performance issues, enhancing overall system reliability.
- Maintained detailed inventory records for all company-owned hardware assets, enabling accurate budgeting for future equipment purchases or replacements.
- Supported organizational growth initiatives by participating in the planning, design, installation, testing, and deployment phases of new technology projects.
- Performed troubleshooting and maintenance of existing network systems.
- Contributed to the development of IT policies and best practices that reduced risks associated with cybersecurity threats or unauthorized access attempts.
- Spearheaded efforts towards reducing response times by optimizing workflows within the support team environment.
- Conducted periodic audits of IT systems to identify potential vulnerabilities and recommend appropriate countermeasures.
- Played an instrumental role in streamlining incident management processes through effective incident categorization and prioritization techniques.
- Managed regular system maintenance tasks, including updates, backups, and security checks to prevent data loss or breaches.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Upgraded operating systems and computer software to ensure compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Documented technical issues and solutions to enable tracking history and maintaining accurate logs.
- Connected to client’s computer using remote link to install programs and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with other departments to facilitate successful project completion.
- Trained and mentored junior engineers, providing guidance and direction.
- Documented and developed engineering procedures and processes.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
- Developed and implemented procedures to verify compliance with engineering standards.
Network Manager
7 Years- Directed LAN, WAN operations to maintain secure, reliable connectivity across network environments.
- Monitored network performance, identified faults, and resolved outages promptly.
- Maintained documentation for IP assignments, topology changes, and equipment inventory.
- Applied security updates, access controls, and configuration standards across network devices.
- Collaborated with support teams to restore service and minimize user disruption.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Improved network reliability by troubleshooting and resolving hardware and software issues.
- Ran cabling and installed data drops for new node installations.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Troubleshot hardware and software to determine and rectify network problems.
- Performed system patches, service packs, hot fixes and new security configurations.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- Configured rack server network hardware considering rail depth, hardware mounting and cable routing.
- Performed necessary maintenance to support network availability.
- Installed patches and performed backups, system builds and image updates.
- Supported users both local and by phone with problem resolution and education.
- Configured and maintained network backup and recovery procedures.
- Served as an invaluable resource within the IT department, consistently offering guidance and mentorship to junior technicians working towards professional growth and development.
- Improved system uptime and reliability with proactive network monitoring and troubleshooting.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Installed and configured network hardware, cabling, and endpoints for reliable connectivity.
- Managed routers, switches, firewalls, to support daily business communications.
- Coordinated infrastructure upgrades and configuration changes to improve performance and stability.
- Led troubleshooting efforts for connectivity, routing, and authentication issues across systems.
- Oversaw network monitoring and incident response to resolve outages and restore service quickly.
- Implemented access controls, security policies, and patching procedures to reduce vulnerabilities.
Education
High School Diploma
Skills
Customer support
Hardware installation
On-site training
Advanced troubleshooting
Customer service
Troubleshooting and repair
Equipment installation and repair
On-site support
Preventive Maintenance
Equipment installation
Technical support
System diagnostics
UNIX based tools
Maintenance and repair
Computer hardware repair
Troubleshooting skills
Heavy lifting
Timeline
Senior Field Service Engineer
Oracle
02.2010 - 09.2026Read More
Systems Support Engineer
Sun Microsystems Inc.
02.1997 - 02.2010Read More
Network Manager
Autologic Information International, Inc.
02.1990 - 02.1997Read More
Madison Park High School
High School Diploma
Read More