DAVE SILLAS
San Ramon, CA • 94583
408-439-6067 • sillasd@yahoo.com

SUMMARY

Accomplished Technical Support Engineer with superior troubleshooting and technical support abilities with migrations, network connectivity, and security and database applications. Over 15 years of cross-platform experience in systems administration, including system backups, analyzing, designing, installing, maintaining and repairing hardware, software, peripherals, and networks. Built strong relationships with co-workers, management and end users. Excellent communication and problem solving skills. Proficient in multiple operating systems and languages.

SKILLS

VMware VCP – VMware Certified Professional, VMware Infrastructure 3: Install and Configure

Legato NetWorker – Lab Class

Linux RHCT – RedHat Certified Technician, System Administration, System Networking & Security

Prog Lang – UNIX shell, Bash, Visual Basic

Languages – English, Spanish

EXPERIENCE

Support Engineer

• Provide technical best practices for partners and customers
• Manage technical issues, solutions and sales opportunity progress by creating cases within the helpdesk system
• Create and Maintain self-help documents
• Work through technical issues at an operating system level
• Build and maintain customer and partner rapport
• Manage case escalation to maintain forward movement on customer issues
• Ensure clear, professional communication between our teams and the customer

Digital Guardian, Santa Clara, CA                                                                     May 2016 – May 2018

Senior Support Engineer

• Support/Implement security products and tools in large enterprise or federal customers
• Responsible for providing exceptional support and technical assistance to the customers.
• Work closely with customers, to diagnose issues and provide implementation support.
• Act as a liaison between the customer and engineering in problem resolution.
• Work with Linux command line, SMTP, DNS, ICAP, Proxies, networking and virtualization technologies
• Use TCPDump to read traces/packet captures via wireshark
• Strong organizational, problem-solving and analytical skills, creative, flexible and innovative
• High energy and enthusiasm for delivering services along with excellent oral and written skills

MobileIron, Mountain View, CA                                                                     December 2014 – September 2015

Technical Support Engineer

• Provide Customer support to outside customers via Phone and Email.
• Troubleshoot DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email
• Manage/Debug Linux systems – Centos LAMP Servers
• Provide support in Mobile Device Management (MDM) - Apple iOS, Android & Windows phones.
• Troubleshoot VMWare ESX servers, MySQL database

Digital Nirvana, Fremont, CA                                                                     January 2012 - September 2014

Senior Technical Support Engineer

• Troubleshoot problems with Web page interaction.
• Provide desktop support for Linux, Windows & Apple systems.
• Function as primary customer contact for all incoming and assigned customer cases for our products.
• Re-creating customer problems and testing customer configurations in-house to help diagnose problems.

Atempo, Palo Alto, CA                                                                                 January 2011 - January 2012

Customer Support Engineer

• Respond to technical inquiries, work with customers or partners, adhere rigorously to SLA requirements and ensure that cases are solved in the most efficient way.
• Investigate the cause of the problem, reproduce the problem to the extent possible, and present all technical information to the 3rd level of support.
• Convey knowledge in writing; providing clear information on the resolution of the case

Xsigo Systems, San Jose, CA                                                                     January 2010 - January 2011

Customer Support Engineer

• Document calls; characterize the problems and collect logs for further troubleshooting.
• Duplicate reported problems in lab.
• Be sure that Client's technical issues and needs are resolved to the client's satisfaction.

VMware, Palo Alto, CA                                                                                 January 2007 - December 2009

Technical Support Engineer

• Handled Customer support calls for VMware Consolidated Backup, SAN Storage & VirtualCenter
• Responded to customer inquiries, primarily via telephone and email
• Reproduced customer issues in a lab environment
• Documented all technical inquires, correspondence, research and resolutions

Accomplishments:

• Received several awards for exceeding successful case closure requirements
• Began live support after only 5 weeks of training

EDUCATION

San Jose State University, San Jose, CA                                              

Bachelor of Science degree in Business Administration, August, 2004 - Concentration: MIS

CERTIFICATIONS

VMware Certified Professional on VMWare ESX 3 (VCP3)

RedHat Certified Technician (RHCT)

HOBBIES & INTERESTS

Robotics – using Arduino, Beagleboard, Raspberry Pi, LaunchPAD & PIC Micro-controllers.

Plugcomputing - Embedded Linux in ARM processors to control sensors & servos.

Mountain Biking, Motorcycling