Karina Halpin

Liaising with various engineering teams on escalation and highlighting product defects and enhancements - Providing 2nd and OEM level technical support on the Storage and Availability Management Group products and appliances on UNIX and Linux platforms. - Working as part of a Tiger Team for specific customers on their most critical servers and issues - Knowledge Management - Coaching and mentoring of TSEs -Assisting in the creation of a development roadmap for TSEs - Veritas SF 5.0 certification

- Liaising with various engineering teams on escalation and highlighting product defects and enhancements - Providing 2nd and OEM level technical support on the Storage and Availability Management Group products and appliances on UNIX and Linux platforms. - Working as part of a Tiger Team for specific customers on their most critical servers and issues - Knowledge Management - Coaching and mentoring of TSEs -Assisting in the creation of a development roadmap for technical support engineers

Responsibilities included: - Providing 1st level technical support on the Storage and Availability Management Group products such as Veritas Cluster Server, Veritas Filesystem and Veritas Volume Manager on UNIX (Solaris, HP-UX) platforms to a worldwide customer base. - Engaging and assisting Business Critical Account Managers and the needs of Business Critical customers. - Replicating of customer scenarios/configurations. - Team focal point for German-language cases

Responsibilities included: - Providing 1st level technical support on the Storage and Availability Management Group products such as Veritas Cluster Server, Veritas Filesystem and Veritas Volume Manager on UNIX (Solaris, HP-UX) platforms to a worldwide customer base. - Replicating of customer scenarios/configurations. - Team focal point for German-language cases

- Installing, configuring, administering and maintaining in-house UNIX, Novell and NT servers and networks. - Troubleshooting hardware and software issues on the UNIX servers at OS, application and user-level. OS including HPUX 9.x-10.20, Solaris 2.5x-2.7 and DataGeneral servers.Applications including Network Node Manager 4.1, ITO, StrataView, Networks, ATM, PanaVue, SecureId - Providing PC support to end-users- Ensuring Y2K compliance of the in-house systems. - Providing for the security of servers.

Responsibilites included: - Providing third level support to Technical Support Dept. - Providing technical expertise to the Senior Tech group on AST technologies and products. - Providing coaching and expert training to all levels within Technical Support. - Developing innovative and creative Engineering solutions to the challenges faces by the Technical Support Dept. as a whole. - Interfacing directly with customers on highly technical issues.

- providing second level support to the first level analysts. - training the first level support analysts in Operating Systems and software applications aswell as hardware and troubleshooting methods - Being the contact person for the Scandinavian Support Centre which entailed: - dealing with their escalations directly - ensuring that they were kept up-to-date on all the latest AST product information - SAP trainer for call logging system - Pronto Pro contact

Providing First Level Support of AST Products to customers in UK, Ireland and Germany in both English and German. These customers ranged from businesses to dealers to PC users and involved troubleshooting both hardware and software problems and offering support on Operating Systems (including DOS 6.22, Windows 3.1/3.11/95, NT 3.51/4.0, SCO OpenServer 5.0, OS Warp Connect and Netware 3.12/4.0). Also was Group Leader of the German team for two months.

This was part of my work placement as part of my Computer Degree. Responsibilities included: - developing software for use within the business - such as the stock and email monitoring systems. - installing and testing software packages and providing feedback to the Field Engineers on possible installation issues and troubleshooting techniques. - assisting in the maintenance and repair of the in-house computer systems. - assisting in the Accounts Department, Reception and Service Logging