Robert Kresge
Storage Engineer
Pleasant Grove,UT
Summary
Storage Support Engineer 20+ years experience in the computer industry. 16 years in the Technical Support industry. 14 years supporting NetApp and other data storage equipment.
Intelligent and dedicated with strong analytical skills. Committed to excellent customer service with ability to effectively communicate technical information to both technical and non-technical individuals.
Dedicated data storage professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Strengths include:
- Excellent Communication Skills
- LAN/WAN Technologies SAN / NAS
- NetApp hardware/software
- Documentation Skills
- Troubleshooting CIFS / NFS TCP / IP FCP iSCSI
- 14 Years Supporting / Troubleshooting/ Training NetApp and other Data Storage equipment Solid understanding and experience with NetApp equipment.
- Familiarity with Data Domain equipment.
- Have received some training on Clariion, Symmetrix and Hitachi storage equipment.
Overview
27
27
years of professional experience
1
1
Certification
Work History
EMPLOYMENT Storage Engineer
Source, CDS
Eatontown, NJ
04.2014 - 12.2022
- Analyzed logs and provided remote support for customers and Field Engineers (FE) in troubleshooting and repairing NetApp equipment
- Guided FEs through troubleshooting hardware issues and complex motherboard replacements on legacy NetApp equipment
- Supported Data Domain systems on a daily basis to replace disks, power supplies, memory, and cards
- Aided with preparing new accounts for call-homes, customer contacts, and customer notes
- Arranged recommended levels of spare parts for multiple locations customer sites or nearby depots
- Aided with multiple back-lined tickets and escalations to facilitate customer satisfaction.
- Prepared action plans for problematic processes and assets.
Technical Support Engineer II
EMC Isilon Division
Draper, UT
11.2013 - 04.2014
- Provide world class technical support for EMC Isilon customers
- Already working involved cases after only a week of training and a week of CBTs
- The rest has been on the job learning.
Technical Support Engineer
Convergys
Orem, UT
09.2007 - 09.2013
- Provided world class technical support for NetApp customers (Storage / Network / Systems Admins)
- Troubleshoot and resolve a wide variety of issues in multiple environments including SAN (iSCSI and FC) / NAS / CIFS / NFS / Loop Troubleshooting as well as the underlying infrastructure (FC and iSCSI SAN, NFS, CIFS, TCP/IP, UDP, SNMP, MPIO)
- Solid understanding of SnapMirror / SnapVault relationships, configuring CIFS and NFS environments and multi-protocol environments
- Proficient with SnapDrive, SnapManager, System Manager, FilerView, OnCommand Unified Manager/Operations Manager/DataFabric Manager (DFM)
- Training of new hires in all the above
- NCDA certification.
Information Security Technician
Zions Mgmt Svcs Corp, RHI
, UT
08.2006 - 09.2007
- Provisioning using NetWare, Active Directory, mainframe and several other applications to create, move and provision user accounts for computer networks that cover the western United States
- Use of a ticketing system to track and record work.
Technology Specialist
Timpanogos Academy
Lindon, UT
07.2003 - 06.2006
- Administered a network of more than 60 computers
- Planned, wired, installed and maintained a computer lab of 30 computers
- Provided technical support to 27 teachers and staff
- Installed, learned and maintained the Student Information System database including report cards, custom reports and reporting for the Utah State Office of Education
- Managed Linux, Windows 2000/2003 and NetWare servers
- Taught keyboarding and computer classes to grades 1-9.
Technical Support Operator
Teleperformance USA
, UT
09.2002 - 07.2003
- Assisted MSN customers ranging from “computer-savvy” to “computer illiterate” with email and dial-up issues
- Consistently scored 100% on customer satisfaction.
Installer
Rollouts, Inc
Chaska, MN
11.2001 - 04.2002
- Installed networking equipment in, offices along the Wasatch front
- Performed server upgrades, installed routers, switches, desktop computers and peripheral devices.
- Laid out materials and system components to prepare for installation.
- Maintained schedule of appointments with eye for both quality and speed of service.
NDPS Test Engineer
Novell, Novell, Inc
Provo, UT
12.1995 - 09.2000
- Installed and configured Netware servers in a lab environment for the purpose of testing Novell Distributed Print Services (NDPS)
- Worked with developers to discover and resolve technical and design issues.
Education
MAED - Elementary Education
University of Phoenix
Murray04.2004
Bachelor of Science - Computer Science And Information Systems
Utah Valley University
Orem, UT08.2001
Skills
- Microsoft Products: Outlook, Word, PowerPoint, Excel
- NetApp Products: Operations Manager, Snapdrive, System Manager, ONTAP
- Networking
- TCP / IP Administration
- SAN / NAS / CIFS / NFS
- Linux
- Windows 2003 / 2008 server
- Some Exchange server
- ISCSI / FCP
Accomplishments
- Trained more than 50 new hires in NetApp hardware and software. NAS / SAN / CIFS / NFS / NTFS / Linux and Unix / Windows servers as well as effective communication skills.
- Provided technical support and training for twenty seven teachers and staff. Enabling them to accomplish their work in a more timely manner, while at the same time, reducing the number of tech. support requests.
Certification
- NetApp Certified Data Administrator (NCDA), Aug 2013
- Service Strategies CSP Certified Instructor
- TCP/IP Administrator, May 2002, Utah. (BrainBench Certification)
- Certified Novell Administrator (CNA), November 2001, Utah.
Timeline
EMPLOYMENT Storage Engineer
Source, CDS
04.2014 - 12.2022
Technical Support Engineer II
EMC Isilon Division
11.2013 - 04.2014
Technical Support Engineer
Convergys
09.2007 - 09.2013
Information Security Technician
Zions Mgmt Svcs Corp, RHI
08.2006 - 09.2007
Technology Specialist
Timpanogos Academy
07.2003 - 06.2006
Technical Support Operator
Teleperformance USA
09.2002 - 07.2003
Installer
Rollouts, Inc
11.2001 - 04.2002
NDPS Test Engineer
Novell, Novell, Inc
12.1995 - 09.2000
MAED - Elementary Education
University of Phoenix
Bachelor of Science - Computer Science And Information Systems
Utah Valley University
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