DANIEL GENSER
Charlotte
Summary
Experienced IT Operations Engineer with 30+ years in IT Support Help Desk and Command Center settings. Proficient in supporting various server equipment, operating systems, and network devices. Recognized for problem-solving and troubleshooting abilities, excelling in analyzing issues, pinpointing root causes, and creating effective solutions. Skilled in developing documentation and Standard Operating Procedures (SOPs) to simplify complex processes for junior support staff.
Overview
7
7
years of professional experience
Work History
Lead Technology Operations Engineer
Lowe’s Companies, Inc.
09.2022 - Current
- Transitioned job role to a new department after organizational restructuring.
- On-board support of new hardware/software, create documentation and training for the team, and ensure monitoring rules are setup to create incident tickets and route to the correct teams.
- Create and maintain technical knowledgebase and provide technical training and coaching for lower-level engineers and the IT Service Desk agents.
- Collaborate with internal infrastructure engineering teams and external vendors to resolve complex issues.
- Monitor power and VMware infrastructure for 2000+ retail and supply chain locations across the United States.
- Troubleshoot hardware and software related issues and escalate to external vendors when needed.
- Analyze incident metrics tracking and reducing outages and process inefficiencies.
- Periodically evaluate team members and report any concerns to management team.
- Participate in regular status meetings with various internal teams and external vendors to report support issues and offer solutions to improve support processes.
Lead Support Analyst, Senior Support Analyst
Lowe’s Companies, Inc.
01.2018 - 09.2022
- Helped create a Tier 3 Hardware support team within the IT Service Desk to act as escalation point between support and engineering teams.
- Provide 24/7 Level 3 on-call support to Help Desk and Field Engineers dispatched to store locations to service Cisco switches and firewalls, IBM, HP and NetApp servers, as well as Toshiba and Cisco voice equipment.
- Create training documentation and conduct training.
- Create training documentation for new hire on-boarding, and conduct new hire training.
- Analyze store outage incidents for root cause and provide plans for preventing outages and reducing down time.
- Collaborate with other IT departments and external vendors to resolve issues.
Education
Bachelor of Science - Computer and Information Science
University of Florida
Gainesville, FL08.2004
Associate of Arts - Business Administration
Santa Fe Community College
Gainesville, FL04.2000
Associate of Science - Computer Systems Analysis
Santa Fe Community College
Gainesville, FL12.1997
Skills
- Hardware and Software Troubleshooting
- Dell VxRail and PowerEdge servers
- HP ProLiant servers
- IBM P5 servers/P7 BladeCenter servers
- NetApp storage servers
- VMware vSphere and ESXi
- Cisco Routers/Switches/Firewalls/WAN Accelerator
- Cisco Unified Communications Manager
- Motorola Wireless Switches/Access Points
- Toshiba Digital Telephone Systems
- Polycom Wireless Telephone Systems
- BMC Remedy Incident Management
- Ultimate Technologies Retail POS Systems
- Vertiv UPS and Power Distribution Systems
Timeline
Lead Technology Operations Engineer
Lowe’s Companies, Inc.
09.2022 - Current
Lead Support Analyst, Senior Support Analyst
Lowe’s Companies, Inc.
01.2018 - 09.2022
Associate of Arts - Business Administration
Santa Fe Community College
Associate of Science - Computer Systems Analysis
Santa Fe Community College
Bachelor of Science - Computer and Information Science
University of Florida
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