San Diego, California, United States
Experienced Production Engineer with a demonstrated history of working in the entertainment and security industry. Strong information technology professional skilled in Storage, Databases, Servers, Unix/Linux, and Incident Management.
Support and maintain the PlayStation Network platform in all regards of network service. Ensuring maximum availability of services. Using internal tools to address issues that potentially impact millions of customer accounts. Work with internal developers to diagnosis, treat, prevent issues, and enhance user experience. Design and implement web services and commerce capabilities, creating, working with, and debugging Java, C++, Python, Perl, Bash, among many others that operate at a very large scale that requires high availability. Working with large data, compiling large data sets that have been retrieved from either a database (Oracle), or Splunk. Compiling these lists and altering them to be human readable to present to internal customers in a non technical form. Working with Payment related service, network outages, and incidents in a fast pace, high stress environment. This includes work with each of our regions globally, our payment vendors, as well as our internal developers, project managers etc.
•Provide advanced troubleshooting to large enterprise clients and government establishments using PureDisk, Media Server Deduplication Pools, and/or NetBackup/PureDisk Appliances. •Assisting customers in production down situations with high financial impact towards speedy resolution. •In depth network troubleshooting/configuration. Including connectivity/communication diagnosis, protocol & port configuration, MTU conversion, name resolution and much more. •Troubleshooting over 28 different varieties of Linux, UNIX, and Windows operating systems. •Troubleshooting & navigating Veritas file systems. •Diagnosing bad/faulty hardware and replacing it. •Deep diving performance/resource issues & bottlenecks. •In depth process & system log analysis. •Basic Bash/Perl scripting and automation. •Initial configuration, deployment, and installation of operating systems & NetBackup Appliances. •Compile a list of high impact issues for our customers, prioritizing them for resolution. Submitted these to Product Management to have the issues patched. •Created and lead new hire training, as well as SME training. •Recreate customer environments via virtualization and reproduced issues. •Effective time management, knowledge base document creation, exchanging knowledge with the rest of my team and mentoring new employees. •Time in this role I have achieved 100% customer satisfaction rating for 27 months consecutively. As well as having met 100% of SLAs since starting this position.
•Provide advanced troubleshooting to customers of all Norton consumer products on Windows, Mac, and Android platforms as an escalation technician. •Customer retention •Virus remediation •Knowledge base document creation •Mentoring new employees. •Time in this role resulted in achieving top 2% of performers globally in case resolution, time to resolution, as well as customer satisfaction.
•Developed and maintained a small business network •Maintained data integrity •Coordinated onsite/offsite data storage •Repaired any clients, routers, servers •Performed backups & restores