Joel E Gonzalez
Senior Serviceability Engineer
Willow Spring,NC
Overview
21
21
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
Work History
Senior Serviceability Engineer
Nutanix, Inc
RTP, NC
07.2020 - Current
- Drove product improvement by sanity testing product, filing bugs and improvements.
- Improved UX/UI by collaborating technical feedback on the architectural considerations for deploying Nutanix AHV Clusters on AWS.
- Compiled data regarding current customer and Support challenges to prioritize the improvement for Nutanix Clusters on AWS.
- Composed knowledge base articles for common procedures for Support and customer consumption.
- Composed internal documents for deeper understanding of Nutanix Clusters on AWS architecture.
- Provided multiple knowledge transfer session for Support personnel.
- Participated in multiple troubleshooting sessions during Proof of Concept and internal development testing to provide general AOS/AHV guidance.
- Regularly reviewed product documentation to ensure accuracy.
- Reviewed Support and Engineering tickets to file product and procedure improvement.
- Worked closely with Support to assist with cases and escalations.
Senior Systems Reliability Engineer
Nutanix, Inc
RTP, NC
04.2019 - 07.2020
- Conducted phone screen and onsite interviews for industry hires.
- Regularly directed to handles critical/escalated cases.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Site Reliability Engineer
Cohesity, Inc
RTP, NC
10.2018 - 04.2019
- Assisted with long running backup issues related to NetApp NAS sources.
- Assisted with SQL backup issues.
- Assisted with deployments and upgrades.
- Assisted with Amazon glacier back and restore issues.
Systems Reliability Engineer
Nutanix, Inc
RTP, NC
05.2017 - 09.2018
- Assisted in deployment of new clusters leveraging Foundation tools on ESXi and AHV.
- Assisted in migration from VMware Standard Virtual Switches to VMware Distributed Virtual Switches.
- Troubleshot, debugged, and diagnosed customer issues encountered in the field.
- Gathered and review logs via cli on Centos based Nutanix Controller Virtual Machine, ESXi and KVM/AHV.
- Assisted with upgrades of Acropolis Operating System, ESXi and Acropolis Hypervisor (KVM).
Senior Technical Support Engineer
Remote Services SimpliVity, Inc
RTP, NC
11.2015 - 04.2017
- Performed deployments of ESXi 5.5 and 6+ on standalone vCenters and linked-mode environments.
- Performed troubleshooting of network issues in 1GbE and 10GbE switches environments to ensure proper LAN and WAN connectivity.
- Assisted with migration from Standard vSwitches to Distributed vSwitches.
- Performed health checks on Ubuntu based OmniStack Virtual Controller and vSphere environment to ensure minimal impact to production environment.
- Performed ESXi host upgrades to version 5.5 and 6.
Technical Support Engineer III
NetApp, Inc
RTP, NC
12.2010 - 10.2015
- Resolved VMware SAN & NAS connectivity issues.
- Analyzed VMware support bundles to identify potential configuration and interoperability issues; provided customers with guidance on how to address these issues from complete infrastructure perspective.
- Assisted customers with failed ESXi upgrades, worked jointly with VMware Support to complete upgrades successfully.
- Assisted with new installations of VMware ESXi and SRM solutions.
- Identified bugs and submitted reports for HBA firmware issues, Cisco, and Brocade switches; worked jointly with the respective vendor to resolve the given bugs.
- Educated customer in the limitations of NFSv3‘s single stream nature and addressed misconceptions when implementing with LACP.
- Troubleshot & solved complex networking issues of high business impacting nature.
Network Administrator
The HammockSource Inc.
Greenville, NC
10.2008 - 12.2010
- Deployed, blade chassis S, HS21 & SAS array.
- Configured and updated IBM blade chassis S storage system for use SAS raid array for, ESXi.
- Virtualized ecommerce and DC infrastructure to VMware ESXi 3.5 with zero downtime.
- Upgraded to ESXi 4.0 on HS22 IBM blade.
- Deployed Cisco Aironet Access Point.
- Troubleshoot and maintained multiple POS at remote sites.
- LAN Administrator Pioneer Surgical.
Symantec
Greenville, NC
09.2004 - 10.2008
- Managed daily backups using, Backup Exec.
- Reconfigured PIX security system and upgraded from DSL to SHDSL for recent merger.
- Performed yearly network wide upgrade of Symantec Antivirus.
- Evaluated lab computer systems for configuration upgrades and performed software and hardware upgrades.
- Gonzalez/3 Administered Windows SBS 2003, 2000 Servers.
- Troubleshot of Windows 2000/XP client workstations local and remotely.
- Deployed wireless access points.
Manager of Weapons Specialists
US Marine Corps
Camp Lejeune, NC
06.2000 - 06.2004
- Supervised and coordinated the safe and adequate operation a howitzer artillery weapon system (valued at $527,337).
- Conducted monthly personnel performance evaluation.
- Generated quarterly reports using Microsoft Excel and Word to establish the status of maintenance and parts of each individual weapon system.
- Requisitioned, monitored, accurately received, and delivered repair and replacement items for six artillery weapons systems (valued over $3,164,022), utilizing the Asset Tracking Logistics and Supply System (ATLASS).
- Resulting on an increased combat readiness from 30% to 90%.
- Awarded Navy and Marine Corps Achievement medal for raising unit’s combat readiness as ATLASS manager to +90%.
Certification
VMware Certified Professional – Data Center Virtualization 2019
Education
AAS - Information Systems Security
Pitt Community College
03.2006 - 09.2010
Timeline
Senior Serviceability Engineer
Nutanix, Inc
07.2020 - Current
VMware Certified Professional – Data Center Virtualization 2019
10-2019
Senior Systems Reliability Engineer
Nutanix, Inc
04.2019 - 07.2020
Site Reliability Engineer
Cohesity, Inc
10.2018 - 04.2019
Systems Reliability Engineer
Nutanix, Inc
05.2017 - 09.2018
Senior Technical Support Engineer
Remote Services SimpliVity, Inc
11.2015 - 04.2017
Technical Support Engineer III
NetApp, Inc
12.2010 - 10.2015
Network Administrator
The HammockSource Inc.
10.2008 - 12.2010
AAS - Information Systems Security
Pitt Community College
03.2006 - 09.2010
Symantec
09.2004 - 10.2008
Manager of Weapons Specialists
US Marine Corps
06.2000 - 06.2004
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