Greg R. Living

• Worldwide support for Nimble / HPE Storage Products.
• Specialized in protocol support with an emphasis on Fiber Channel and iSCSI for weekend support team.
• Worked on government Secure and Non-Secure cases
• Duties included troubleshooting various hardware and software problems related to Nimble arrays, often engaging in direct support via WebEx/Zoom
• SME and Team Lead for FC on weekend team.
• Worked with Engineering / Account teams on complex or sensitive issues with upset customers.

• Weekend Days Team – NetApp, Worldwide NetApp filers running 7-Mode and Cluster Mode
• Specialized in protocol support with an emphasis on Fiber Channel and iSCSI
• Also part of SnapX and Virtualized verticals
• Worked on government Secure and Non-Secure cases
• Duties included troubleshooting various hardware and software problems related to NetApp filers and associated management software, often engaging in direct support via WebEx
• Was SME for FC/FCOE/iSCSI on weekend team
• Developed and held classes to teach basics of FC protocol in order to teach other TSEs basics of FC protocol and how to look for most common issues encountered.

• Worldwide high level support for IBM BladeCenters and various BladeCenter components and options
• Often sent on site for critical situations where onsite technical expertise was needed or for customer relations
• Took cases from lower level support and special call based cases from Rapid Response Customers
• Duties included troubleshooting various hardware and software problems on BladeCenter units that lower level support could not solve
• Dispatched parts and onsite support as needed
• Recreated problems in lab based on customers hardware setup and worked with development and or vendors to resolve issue
• Became Subject Matter Expert for Fibre (SAN), and for IBM Power line of BladesCenter systems.

• Worked with troubleshooting team within IBM’s E-Business operations center, specifically supporting the General Motors account
• Was responsible for investigating and working tickets generated by automated monitoring systems watching GM servers in various IBM locations throughout the United States and Canada
• Duties included troubleshooting and mid to high level administration of client servers running various operating systems including AIX, SunOS, NT 4.0 and Win2k Server
• Used BMC Patrol to remotely monitor and control servers
• Worked with L3 groups for serious application or OS problems
• Troubleshooting and problem correction were all carried out remotely, contacting on-site technicians as needed for physical intervention
• Was responsible for contacting clients, at all hours, when down systems caused business impact
• Position was 12 hour third shift with a rotating AWS schedule.

• Worked second shift as part of a four man support team
• Required to often work in non-standard environments such as Level 100 CleanRooms
• Provided basic, and advanced technical support for office desktop
• Also provided support for systems connected to various tools and equipment used in the manufacture of CREE LED lights and Cree solid state lighting products
• These various systems ran on everything from DOS and Windows 3.1 to Windows XP
• Support was on hands, phone, and by remote control using Dameware
• Supported various types of HP networked and local printers
• Provided primary support for company PDAs
• Used imaging software, Altiris, and Microsoft Sysprep to image and deploy various models of Dell computers
• Responsible for installing various software applications end users
• Duties included managing user network accounts and Microsoft Exchange e-mail accounts
• Network ran both Novel Netware and Microsoft 2000/2003 servers using Active Directory
• Provided support for Cisco VPN and Citrix Metaframe clients
• Responsible for sending malfunctioning equipment and or peripherals to manufacturer for RMA repair
• Preformed various licensing and inventory tasks.

• Part of a 3 person team that supports users for ABB Inc at Division HQ in Raleigh NC
• Provided remote support for other sites and users via on site break-fix, MS SMS 2.0/2003 and VNC throughout the United States
• Supported BCE (Basic Computing Environment) software, which included, but not limited to Windows 2000 Professional, Microsoft Office 97/2000/XP, Internet Explorer, Lotus Notes R4/R5, Cisco Systems VPN Client, Adobe Acrobat Reader/Writer, McAfee Virus Scan
• End to end troubleshooting of client/network/switch/router problems
• Extensive use, configuration, and troubleshooting of Notes R4/5 notes clients
• Worked closely with Level 3 server side Notes support on a regular basis
• De Facto PDA specialist
• Duties included PDA (PALM/CE/PPC) setup, installation, and post-install troubleshooting of issues ranging from basic connectivity to serious hardware/software failures
• Installation and configuring of Lotus Notes-to-PDA sync software, primarily EasySync 3.x/4.x
• Configuring/Troubleshooting wireless capable PDA devices for use in and out of office using industry standard encryption and security measures such as WEP and PEAP/Radius
• Supported any other issues user may have had including Network, and Hardware issues
• Other duties included setting up and imaging new machines for end users, upgrades/security patching to existing users systems, domain migrations, user account management, hardware ordering, and hardware repair/repair via IBM ESC+ system, onsite service, and asset tracking.

• Part of an 8 person team that supported users for ABB Inc at Division HQ in Raleigh NC.Provided remote support for other sites and users via MS SMS and VNC throughout the United States
• Supported BCE (Basic Computing Environment) software, which included, but was not limited to Windows 2000 Professional, Microsoft Office 97/2000/XP, Internet Explorer, Lotus Notes R4/R5, Cisco Systems VPN Client, Adobe Acrobat Reader/Writer, McAfee Virus Scan
• Supported any other issues user may have had including Network, Hardware and PDA issues
• Other duties included setting up and imaging new machines for end users, upgrades/security patching to existing users systems, domain migrations, user account management, hardware ordering, and hardware repair/repair via IBM and DELL onsite service.

• Used Norton Ghost Enterprise 6.5 to create Multiple, department specific, Windows 2000 images for four types of Compaq Desktop and Laptop computers
• Was solely responsible for prepping machines to be rolled out
• This included several pre-deployment steps to prepare each machine for specific users
• Conducted user interviews to determine what applications, drive mappings, etc
• Were needed
• Personally deployed over 150 ready computers to users on a regular pre-arranged schedule
• Was instrumental in detecting and correcting several flaws and problems in existing deployment process
• Conducted follow up QA interviews with users
• Provided general help user and server support during non-deployment time

• Worked with the troubleshooting team within IBM’s E-Business operations center
• Was responsible for investigating and working tickets generated by automated monitoring systems watching thousands of servers in various IBM locations throughout the United States and Canada
• Duties included troubleshooting and mid to high level administration of client servers running various operating systems including AIX, SunOS, NT 4.0 and Win2k Server
• Worked with L3 groups for serious application or OS problems
• Troubleshooting and problem correction were all carried out remotely, contacting on-site technicians as needed for physical intervention
• Was responsible for contacting clients, at all hours, when down systems caused business impact
• Duties also included a rotating position in Network Operations Center (NOC) where we conducted infrastructure monitoring
• Monitored customer and IBM infrastructure equipment with Netview 6000 and various custom designed tools
• Customers ranged from Boarders Books to the Federal Bureau of Investigations
• Position was 12 hour third shift with a rotating AWS schedule.

• Administration and support of 200+ user Windows 2000/NT 4.0/Win9x network
• Design and implementation of new Windows 2000 Server network with SMS 2.0
• Setup and maintenance of Exchange 5.5 and later of Exchange 2000 mail server
• Configuration of server / workstation hardware and software for corporate headquarters and branch offices
• Wrote reports for upper company executives regarding new hardware and software that dealt with comparisons or pros and cons
• Kept track of and catalogued licenses for software used throughout the company
• Conducted initial inventory of software and hardware then created an SQL database to house the information
• Troubleshooting and remote configuration of Cisco routers and WAN equipment to maintain connectivity with 4 remote offices worldwide
• Administration of UNIX based, Lucent Technology Definity Enterprise phone system
• Ongoing documentation of network topology, IP addressing schemes and cabling infrastructure.

• Site survey and auditing of customer premise equipment for reduction of hardware and possible issues that could arise during transition from the existing Token Ring network to 100 baseT Ethernet
• Train and oversee engineers and subcontractors from Maxnet and NCR involved in the installation of multiple vendors hardware products including servers, RAID arrays, terminal servers, Ethernet and fiber optic switches, fiber optic media converters, routers and cabling
• Configuration of Cisco 2600 series routers for source/route translational bridging
• Configuration of 3Com 3300 switches for IP addresses, VLAN membership, port trunking and resilient fiber links for backbone redundancy between wiring closets and server rooms
• Configuration of Transition networks Fiber optic to CAT 5 media conversion chassis and external MD fiber conversion modules
• Update AIX operating system to allocate proper IP addresses to diskless workstations and other BOOTP devices through DHCP
• Troubleshoot and resolve post conversion connectivity issues
• Prepare new cable map, network documentation and associated project completion paperwork.

• Administration and support of 200 user Windows NT 4.0/Win9x network
• Configuration of server / workstation hardware and software for corporate headquarters and branch offices
• Maintenance and administrator of Exchange 5.5 mail system
• Troubleshooting and remote configuration of Cisco routers and WAN equipment to maintain connectivity with 4 remote offices worldwide
• Administration of UNIX based, Lucent Technology Definity Enterprise phone system
• Ongoing documentation of network topology, IP addressing schemes and cabling infrastructure

• Maintained, administered and oversaw transition from Novel 4.1 Network to Microsoft NT 4.0 network with MS Exchange 5.0 and SQL Server
• Coordinated and installed fractional frame relay connection to the internet
• Constructed isolated network for a small computerized callout center
• Constructed several company Intel based PCs from basic parts
• Maintained and troubleshot company computers
• Designed and maintained company web site.

Took over as a Manager of Weekend Shift of HPE Nimble / Alletra storage support. Job included handling personal issues, reviews, training, hiring in addition to dealing with any customer issues that required escalation or special attention above and beyond what the TSEs could handle. Maintained and created reports for upper management. Also stepped in to work or help with cases as needed.

• Tested component parts of Medley Internet Suite
• Tested alpha and beta levels of TCP/IP stack and programs of OS/2 Warp Version 4.0
• Tested alpha and beta levels of IBM Internet Connection for Windows.

• Shop Office Operations, record keeping, parts inventory control.