Resume_May_2016
- 1. Gerardo Ivan Morales PowerVM Certified Technical Support Specialist (Full Time 40+ hrs) - International Business Machines (IBM) Cedar Park, TX 78613 g.ivan.morales@gmail.com - 210-723-1715 Authorized to work in the US for any employer WORK EXPERIENCE Product Engineer - pSeries Hardware Management Console (HMC) International Business Machines (IBM) - Austin, TX - April 2015 to Present Responsibilities Debug HMC issues for client escalations while documenting defects encountered in the field for development. Coordinate with other product engineers and escalation points of contact to resolve high visibility concerns. Attend and participate in GA (general availability) meetings for new feature releases across the department. Provide education and assistance to front end technicians Provide feedback to development on how to better improve the HMC product. Accomplishments Selected for 10 week IBM Executive Leadership Seminar Series in 2015 Skills Used Exceptional Customer Service Cross Department Collaboration Technical documentation and publications Technical research and implementation In depth error and system log analysis In-Lab testing and problem reproduction Light Unix/AIX/HMC bash/shell/ksh script analysis and debugging PowerVM Certified Technical Support Specialist (Full Time 40+ hrs) International Business Machines (IBM) - Austin, TX - October 2011 to Present Awarded top contributor #1 ranking within the support center for 2013 and 2014. Selected to train new employees for Premium Support in the concepts and practices of PowerVM applications. IBM trained in Virtual I/O Server advanced concepts and practices (Dual VIO environments, Live Partition Mobility, HMC/FSM, SEA failover/sharing, SSP, AMS, VLAN tagged networks, etc.) Successfully implemented team pilot programs, such as our e2e (end to end) process, for managing support tickets and team member metrics. Provide resolution support for standard and premium support clients with PowerVM concepts and implementation to meet and exceed center support metric goals while technically documenting all cases. Proactive in setting up VIO Server, Network Install Manager (NIM), and AIX client environments for teammates and other teams to provide testing platforms and replicate technical issues. Analyze and review system snaps for problem determination. Publishing author/reviewer for PowerVM technical documents for public use.
- 2. Collaborate between various support teams within the center and higher level support to research and resolve client issues and ensure client success. Managing the VIOS team in transitioning and using IBM's end to end (E2E) web application for managing ticket assignment, team schedules, center and team wide announcements, and technical documentation. Consulted on numerous 16 hour VIOS update engagements for a client company resulting in additional revenue for IBM. AIX Installation/Backup/Restore Support Specialist (Full Time 40+ hrs) International Business Machines (IBM) - Austin, TX - September 2007 to October 2011 Proficient in supporting and applying AIX base/mksysb installations, NIM configurations for network installation, and muti- media backups/restores. Researched and resolved AIX related cases opened by IBM standard and premium clients. Published four technical documents as open access guidelines to AIX install and backup related concepts. Management chosen focal for a floor and lab relocation team. The project involved logistically relocating lab systems, employee cubicle assignments, workspace furniture requests, cubicle key management, among other responsibilities. Process Guidance Council Member for a year. Revised/edited/published processes used within the support center for procedural references. 2+ years Assist On Site IBM Remote Desktop volunteer admin; responsible for user account creation, internal installation support, password resets, and application presentations. MHS Support Representative for Tricare Online Lockheed Martin - San Antonio, TX - May 2007 to August 2007 Supported and managed Tricare Online, a Military Healthcare Services web portal where active duty and veteran soldiers, and their families could manage hospital records and make appointments. EDUCATION Master of Business Administration in Business Administration University of Phoenix - Austin, TX 2014 to 2016 Bachelor of Science in Engineering Electronic Technologies Texas A&M University - College Station, TX May 2007 SKILLS Leadership, Technical Support Soft Skills, Word, Excel, Powerpoint, Project, IT Problem Solving, Technical Writing, Team Training, AIX administration, Team building skills ADDITIONAL INFORMATION Technical Certifications * AIX 7 Administration (Test No. C4040-221) Completed 04/05/2014 * Virtualization Technical Support for AIX and Linux (Test No. 000-109) Completed 12/18/2012
- 3. * Enterprise Tech. Support for AIX and Linux v2 (Test No. 000-108) Completed 11/14/2012 * Enterprise Tech. Support for AIX and Linux (Test No. 000-100) Completed 12/22/2010 * System p Administration (Test No. 000-223) Completed 04/27/2008 I am currently in the process of pursuing my MBA to open additional opportunities in the IT, electronics engineering, and/or technical support/consulting field. I am searching for a team based environment where there are opportunities to lead and work on projects. Additionally, I'm striving to be a part of a professional culture that embraces creativity and technology to provide innovative solutions to clients of the business.