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Milpitas,
Ca 95001
Cell Ph:
(408) 806-9876
hayden.kermani@gmail.com
HADEN KERMANI
SUMMARY
·
Technically
versatile on heterogeneous platforms with a diverse background in IT and broad
technical skill set.
·
Major
strengths include Technical Support, Systems Administration, Servers/Desktops
and Networking.
·
Practical
experience on Server Virtualization, Storage Area Networking, High Availability
Clustering, Fault Tolerance, Backup and Disaster Recovery, Platform Integration
and Implementation of IT/IS infrastructure.
·
Working
knowledge and experience on Database and Web Server Administration, Site
Content Management and maintaining existing code bases.
·
Summing
up overall nineteen years of experience in Information Technology supporting
(Computers & Networks).
WORK HISTORY
Customer Support Engineer 08/11 – 12/11
Atempo – Palo Alto, CA [Permanent]
·
Provided
Technical Support for Atempo Live Backup Server and Client machines which
entailed installation, troubleshooting of IIS 7.0, SQL Server 2005/2008 and
Live Backup Server 3.x on Windows 2003/2008.
·
Troubleshot
problematic Live Backup clients stuck in initialization state, not able to
backup or create checkpoint and network connectivity issues. Server issues included failed client database
relocation, SQL Server services not started, security roles not set correctly
for client groups, IIS relevant issues.
Assisted customers in administering Live Backup updates for Windows 64
bit Mac OS support and hot fixes.
·
Provided
Technical Support for Atempo Time Navigator 4.x Server and Agent Software on
Linux, Mac OS and Windows.
·
Troubleshot
catalog corruption, backup performance, tape libraries install/config issues,
barcode label initialization, mismatch errors, unable to connect to catalog,
network connection failed, etc.
Technical Consultant / Onsite/Remote Assistance 12/09 – 08/11
O.T.S – Milpitas/Los Banos, CA [Home Based Business]
·
Provided
onsite desktop and laptop repair services to mostly Merced and Santa Clara county
residents and local businesses.
·
Remotely
assist customers with software issues and problem resolution; perform onsite
hardware installs/upgrades and home or business network setup; Troubleshoot and
resolve internet and wireless connectivity problems.
·
Remote
and onsite support for Virus/Spyware removal, Imaging and Data Backup Services,
System Clean up and Performance Optimization.
Lab Manager / SQA Engineering 05/09 – 12/09
Extreme Networks – Santa Clara, CA [Contract]
·
Setup and configured RedHat, Fedora Linux systems,
configured regression servers, BD8K – 12K & SummitX switches, Xyplex and
MRV Terminal Servers in a fast paced SQA Engineering lab.
·
Troubleshot and resolved switch test bed issues, connected
remotely via PuTTY/ssh/telnet, ran shell/tcl scripts to test network
reliability, configured switch IP/Gateway settings, replaced compact flashes, reimaged/reconfigured
problematic switches.
·
Fielded Lab Support tickets, prioritized and resolved
technical issues in a timely manner adhering to SLAs.
·
Maintained lab inventory, purchased Lab equipment
and encouraged Lab users to follow ISO and regulatory compliance rules.
·
Responsibilities included installation,
configuration and management of Windows/Unix Servers, iXIA/Traffic Generators, Power
Cyclers, Xyplex and MRV Terminal Servers, iSCSI and Fiber channel based SANs,
racking and stacking switches, cabling, lab infrastructure management, RMAs and
ensuring test beds availability.
Technical Support Engineer / IT Support –
Professional Services 02/07
– 04/09
Olive Software – Santa Clara, CA [Permanent]
·
Provided Tier II Technical Support for Olive
Publishing Server Platform; Customer base included Newspaper Agencies, Magazine
Publishers and Public Libraries, digitizing E-edition of their Newspaper and
Magazine Publications and archived collection of antiquated historical data and
microfilm.
·
Resolved customer server related issues that
included Olive search functionality problems, MD5 Hash based Authentication
Issues, Site Errors, Code base related issues and Data Repository problems;
Diagnosed and resolved site instability and performance issues and tracked case
history in Salesforce.
·
Researched and implemented a more cost effective
Network Infrastructure in Olive’s Denver Office and stabilized ongoing network
connectivity issues; negotiated prices with vendors and made more cost
effective decisions in equipment purchases (Laptops, Servers) for Olive Santa
Clara and Denver.
·
Created Windows 2000/2003 Server and XP Pro VMWare
Images and Setup test environments to reproduce and resolve customer issues.
Worked with VMWare Controller on Windows platform as well as Installed and
Configured on the Network and managed an ESX VMWare Linux Server to test
Olive’s PipeX Software Technology.
·
Worked on customer projects that required creating
newer customized front-end skins adhering to customer’s organizational
preferences as well as cosmetically complimenting their company colors and
logo. Also worked on large projects for customers needing to convert their
Legacy Text Data into XML format and assisted with implementation efforts on to
their servers.
·
Supported customers using Remote Control with
installation and configuration of Olive Server Platform and Applications onto
their new Servers upgraded or migrated from Windows 2000 to 2003; Setup and
configured their SANs; Moved Repository Data from previous Shared Storage to
new and setup and mapped virtual directories in IIS appropriately. Setup/implemented
and administered Google Analytics accounts and tracking code; also worked with
Omniture to track customers’ websites and gather statistical data.
·
Entrusted with internal IT responsibilities for
Olive Santa Clara and Denver Offices which included managing a two node load
balanced MS 2003 cluster server configuration and 24x7 on call rotational
support for Olive production environment; Day to day responsibilities covered
managing internal file servers and their network infrastructure which included
(Cisco/Linksys Routers, Switches, T1 and PBX systems). Provided Outlook Email
Support; Setup Laptops and Blackberrys and provided support to Olive out of
state employees. Periodically administered and managed Olive Site Content and
documentation on MS SharePoint Server.
Customer Support Engineer – Enterprise Learning Group 09/05 – 10/06
Kaiser Permanente – Oakland , CA
·
Provided
technical support for Kaiser’s online web based regulatory compliance HIPAA training
courseware created by SABA .
·
Introduced
better and more convenient support methodologies to Kaiser’s support
organization by implementing Net Meeting remote assistance which proved to be a
valuable tool and improved their level of support by saving time, faster
problem resolution, and made it much more convenient and cost effective especially
to Physicians on a time crunch who needed a quick resolution.
·
Managed
“The Learning Well” and “KP Training” courses - Diagnosed and resolved login
access issues, transcript and course incompletion problems, attestation form
issues, registration, catalog search issues, usability and navigational issues.
·
Troubleshot
and corrected browser settings: temp internet files settings cookies, popup
blockers, security and privacy settings, Java virtual machine compatibility
issues; lastly generated report data using Crystal Reports and by running
pre-written SQL queries.
Windows System Administrator – Global Services 10/04 – 06/05
IBM
– San Jose , CA
·
Played
a key role in imaging and preparation of backup systems and kept them ready for
deployment when critical system issues were reported by production, ensuring
the least amount of down time and staying in accordance with service level
agreements.
·
Developed
a more time saving and effective process which in turn allowed production to
meet their product output quotas.
·
Managed
a couple of Active Directory Domain Servers, utilized (Users and Computers, Sites
and Services for Replication, Group Policy and Object Units).
·
Deployed
Windows XP/2000 Systems in Hitachi disk and wafer manufacturing clean rooms;
ghosted, sysprep’d, joined systems to corporate domain and modified DNS records;
also deployed some SuSe Linux 7.0/9.0 systems.
·
Fielded
problem tickets in Tivoli
Windows System Administrator – IT Data Center
Network Associates – Santa Clara,
CA [Contract]
·
Supported
500+ servers in an IT data center and lab environment; job duties entailed fixing
server hardware and networking issues.
·
Racked
servers, coordinated and performed moves within the facility and maintained
hardware inventory.
·
Managed
Windows and Sun Solaris servers; troubleshot BSOD issues, RAID failures,
networking issues, Cluster failover issues.
·
Performed
weekly tape backup rotations and managed backups in Veritas NetBackup.
Pre-Sales Support Engineer – NSD Pre Sales Volume
Systems 04/01 – 05/03
Hewlett Packard – Cupertino ,
CA
·
Tier
III pre/post sales support escalation point for HP products technical issues;
pre-qualified technical solutions for regional and international sales and
assisted with closing big deals and generating more sales revenue.
·
Investigated
and replicated customer issues in a lab environment and delivered timely
solutions related to HP NetServers, NetRAID HBAs, HP monitoring tools, Windows
NT/2000 Clustering, HP SANs, HP Autoloaders, HP backup DLTs and DATs;
Installed, tested and validated customer’s configurations, compatibility and
functionality of Citrix Metaframe, Oracle 9ias, on HP Netservers.
·
Saved
the company additional consultation fees by taking on job duties of a former technical
consultant while maintaining my primary job responsibilities.; This entailed managing
an IIS Web Server that hosted an internal proprietary call tracking system
designed in ASP, VB, JSP,
L/XML code base and backend SQL database server;
job duties included modifying database tables in synch with making appropriate
code changes in a pre-existing code base.
Desktop Support Engineer – IT/MIS Networking Support
Division 09/00 – 04/01
Sony Corp – San Jose ,
CA
·
Supported
2000 desktops / laptops in a diversified multi-platform 10baseT Ethernet
collapsed-backbone network environment.
·
Resolved
problem tickets in Tivoli related to Citrix sessions, Outlook 98/2000, Windows
9x, NT 4.0 – 2000 Workstation issues.
·
Re-Imaged
and built end user laptops & workstations with Symantec Ghost 7.0/7.5.
Systems Administrator / Lab Tech – Business
Connectivity Group
09/99
– 04/00
3Com Corp – Santa Clara, CA
[Contract]
·
Supported
1000+ NT/Novell/UNIX servers/desktops networked through the BCG Engineering
test lab.
·
Installed and configured RAID 0, 1, 5, 10 on Compaq, HP
& Dell Servers; installed I/O cards, external tape and hard disk
enclosures; researched and negotiated
prices with 3rd party vendors and made more cost effective purchases
for BCG.
Desktop Support Engineer – ECS Programmers, Mesa Help
Group 03/98 – 06/99
IBM – San Jose , CA
·
Resolved
complex technical issues on both Windows NT and OS/2 platforms; fixed C
language code errors in a proprietary software utilized for disk manufacturing
and cleaning tools; assisted with Y2K migration, installed TR Type I & II
network cables.
Notebook Specialist – Customer Service Organization,
Call Center 11/95 – 10/97
Acer America – San Jose, Ca
[Permanent]
·
Responded
to all incoming telephone customer inquires for technical issues ranging from
software and hardware break-fix with Acer notebooks; provided high level
customer service and support and awarded for outstanding accomplishments and
contributions to the customer service organization.
Sr. PC Technician – Service Department 96 – 97
Comp USA – San Jose, Ca [part-time position parallel
with TSR @Acer]
·
Troubleshot
& repaired IBM PC compatibles at card level. ESP (Extended Service Plan) sales
& support.
Technical Support Rep – CSO, Call Center
05/95 – 10/95
Logitech – Fremont , CA
·
Fielded
all telephone technical inquires on mice, scanners, trackballs, joysticks in
Windows 3.1/95, NT 3.51 & DOS; diagnosed & resolved erratically moving,
invisible, fading pointer issues, system hang after driver installation, blown
PS/2 connectors/ports, defective bus cards & other hardware issues; trained
users & implemented troubleshooting methodologies.
Technical Consultant PC Vendor, Computer
Training Organization 11/93 – 04/95
Soft Line Systems Bombay, India [Permanent]
·
Troubleshot
and repaired IBM PC Compatibles at card level. Logical/Physical hard disk
partitioning on multi-platforms (DOS, Windows 95, UNIX).
Technical Support Rep – CSO, Call Center
Intuit Menlo Park, CA [Contract]
·
Provided
technical phone support for Quicken & Quickpay end-users with loan
amortization, checkbook reconciliation issues, setting up liability/asset
account information with personal/business categories, tax/non taxable &
payroll calculations of deducting fica, futa, sda, ssc taxes, also mailed out
updated patch fixes for known issues.
Senior Technician – Service Desk 91 – 92
Fry's Electronics Fremont, CA [Permanent]
·
Troubleshot
and repaired IBM PC/AT compatibles at board level; logical/physical hard disk
installation and partitioning.
EDUCATION
·
HP
Training Center, Cupertino, CA – Certificate of Completion – Windows 2000 Cluster
Server Administration – 2001
·
UCSC
Extensions, Santa Clara , CA
·
West
Valley Mission College, Santa Clara, CA – UNIX – 2000
·
LANOP, San Jose , CA
·
South West College , Hayward ,
CA
Awards:
Honor Roll 93.0 %; Outstanding Achievements in all subjects.
TECHNOLOGY
·
NOS: Windows 2000/2003 Server, Advanced
Server, Data Center, Professional, NT 4.0 Server, Enterprise Edition, Terminal
Server, Embedded Server, Workstation, Windows 7, Vista, XP, ME, 9x, 3.x, OS/2,
MS-DOS, Netware 3.21, 4.12, 5.0, 6.0, SCO Open Server 5.0x, Sun Solaris 2.x,
x86 8.0, NETBSD, Red Hat 6.0, 7.x, SUSE 7.x, 9.0, Debian, Ubuntu, MAC OSX
10.5.x.
·
Software: Mail Servers: Exchange Server 5.x, 2000/2003 Windows
Messaging/Microsoft Mail or MAPI, Mail Clients: Outlook 98/2003, Exchange
Client 5/2000, Microsoft Mail. RDBMS: MS SQL Server 6.5, 7.0, 2000, Web
Servers: IIS 5.0, Directory Services: Active Directory, Novel Directory
Service, LDAP Directory Service, Web Content Management – Microsoft SharePoint,
Interwoven TeamSite, Remote Control: MSTSC/RDP, Logmein, VNC, Telnet, SSH, FTP,
CRMs: Remedy, Tivoli, Salesforce, Siebel, Familiarity with Scripting in: ASP,
VBScript, JSP, HTML, XML, Reporting: Crystal Reports, Imaging: Ghost, Rapid
Deploy, Server Virtualization: VMWare, Backup and Disaster Recovery: Veritas
NetBackup, Omniback, Anti Virus/Spyware: Symantec Norton, McAfee, Trend Micro,
AVG, Spybot, Spy Sweeper, Malware Bytes, File Systems: FAT, FAT32, NTFS, XFS,
DFS, NFS, CDFS, Microsoft Office Suite: Word, Excel, PowerPoint, Adobe Acrobat
Reader, Web Technologies: Adobe Flash, Shockwave Player, ActiveX Objects, .Net
Framework, Google Analytics, Omniture.
·
Hardware: Wintel x86/x64 based Servers: Dell, HP, IBM, Compaq Servers and
Desktops/Notebooks, HP SANs, Tape Libraries/Autoloaders, DLTs, DATs, NAS NetApp
Filers / NetRaid HBAs, Hardware RAID 0, 1, 5, 10, IDE, SCSI, SATA, USB, Serial,
RS232, Bluetooth, Wireless 802.11 a/b/g, Handheld Devices/Smartphones:
Blackberry, Palm Pilot.
·
Networking: Cisco/Linksys, CheckPoint Router/Firewall/VPN, Switches, Hubs, KVM, Ethernet
10/100/1000 Base-T CAT5/CAT6, Fiber Optics Single/Multimode LC/SC cabling, GBIC
& FC SFP/XFP Transceivers, IBM Token Ring Type I & II, T1/T3,
SDSL/ADSL, Cable Modem; OSI Layer, TCP/IP, UDP, DHCP, DNS, WINS, Gateway,
Subnet Mask, NetBEUI, FTP, HTTP, IMAP, POP3, SMTP, SNMP, OWA, Routing
Protocols: MPLS, BGP, OSPF, IS-IS.
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