GERRY AREJA

2609 Lookout Drive, Apt. 7203,

Garland, TX 75044

469-487-8271

Client Support Specialist

CAREER HIGHLIGHTS

  • Outstanding 10+ years experience as an IT professional for Global Top 3 Oil Company (Shell Oil) and Leader in Cloud Backup Software (Asigra Inc.)that focused in the areas ofIT Infrastructure& Applications solution and implementation, Systems Administrationand Technical Support.
  • Bachelors’ degree in Computer Science.
  • Excellent experience in solution, installation, administration and supporting IT Infrastructure & Applications.
  • Expertise in project implementation(e.g. Process & Tools improvement, Citrix projects, Call Center Infrastructure, Web servers, Network, etc.)that resulted cost savings($100- 500,000), customer satisfactionand business growth.
  • Excellent interpersonal, organizational, planning and communication skills.
  • Strong leadership, problem solving skills, customer focused, result oriented, team player, fast learner and can adapt easily to new technologies.

TECHNICAL SKILLS

Operating Systems: MSWindows 2000/XP/ Vista/ Windows 7/8, Server 2000/2003/2008/2012, SBS 2008, UNIX,Mac OS X, Linux (RedHat, SUSE)

Infrastructure: Citrix, Active Directory, Exchange Server 2007/2010/2013, LAN/WAN, VMware vCenter and ESXi 5.0/5.1/5.5, IIS (Web server), Hyper-V, SAN/NAS, Apache Tomcat, SharePoint 2010/2013, TCP/IP, DHCP, DNS, FTP, Faxination, IVR, Telecoms.

Web Development: HTML, XML, JavaScript, ASP, VBScript, Visual Basic, Python.

Applications:Asigra Cloud backup, Office 365, Google Apps, HP Service Center,Vantive Enterprise, SAP, Business Objects, Enterprise Interaction Center (EIC), BackupExec, MS Office.

Databases: Microsoft SQL Server 2005/2008/2012, Oracle Database, PostgreSQL.

Hardware Platforms: HP Server, Desktop, Laptop and Thin Client machines,Cisco Catalyst switches (1900, 4000, 6509) and routers, PABX (Ericsson).

PROFESSIONAL EXPERIENCE

ASIGRA INC, Ontario, Canada 2011 - 2015

Asigra isan industry leading cloud backup & restore software technology provider in the world.

TECHNICAL SUPPORT ENGINEER

  • Provided a 24/7 technical support(Level 3) and solutions to Asigra cloud backup customers worldwide.Reporting to the Director of Technical Services & Support.
  • Provided support and solutions via email, phone and web interface. Work includes administration of cases using CRM software, supporting case escalations, management of case and updating case activity, testing of software for new versions, bugs and patches, documentation and knowledge transfer for known issues.
  • Installed and administered servers (Windows 7, 2003, 2008, 2012, SBS, Linux – RedHat, SUSE), database (SQL, Postgres, Oracle) and Asigra software for troubleshooting and testing of new versions and hot fixes.
  • Built IT Infrastructure (Windows servers, Linux servers, Exchange server, Active Directory, VMware, Hyper-V, Windows Clusters, SharePoint, etc.), installed database (MS SQL, Postgres) and Asigra cloud backup software to reproduce or test customer issues and provide solutions.
  • Part of the team that recognized by Storage Magazine's 2014 & 2015 Enterprise Backup Application: Best Technical Support - beating EMC, CommVault, HP, IBM, Symantec & Dell (2014 only).

SHELL OIL COMPANY, Malaysia, Philippines 1993 – 2010

Shell Oil is a multinational oil company and one of the largest oil companies in the world.

IT SPECIALIST 2006 - 2010

  • Part of a Global team responsible for Change management operational work for IT Application Compliance(Info Sec, SOX, Regulatory) that successfully off-shored to IBM Brazil and achieved Shell Company awards.
  • Managed the streamline of theChange Request process activities through reduction of effort that resulted cost savings, $100,000+ annually.
  • Administered the offshoreIT Application Compliance process and inventory work,and Tools management activities (user account creation & maintenance, support, and report generation).
  • Trained the offshore team (IBM Brazil) for change management operational work & tools for IT Compliance.

SYSTEMSENGINEER 2003 - 2006

  • Part of a Global teamthat successfully deployed CitrixInfrastructure (Windows 2000/2003, VMware, Active Directory, Thin Client) and provided administration & support.
  • Worked with operational teams, project teams and vendors in developing solution for Citrix infrastructure.
  • Contributed to the reduction of Incident and Problem tickets by 50% for two consecutive years.
  • Trained new Engineers for installation, configuration, administration and support of Citrixinfrastructure.
  • Managed the Release & Change Management lifecycle (planning, testing of applications and deployment).
  • Proposed, designed and implemented an initiative/project to deploy a Freeware tool to the Global Citrix serversthat improved performance and saved cost ($400,000).

IT INFRASTRUCTURE ENGINEER 1997 - 2003

  • Responsible for solution, installation, configuration, administration and support of IT infrastructure projects(Windows server, UNIX, Network, Web, Call Center, etc.).
  • Worked with technical team, Data Centre team and vendors for solution and implementation of projects.
  • Led the implementation of a Customer Service Call Center improvement project. Installed and supported the Infrastructure (Servers, Network, IVR, PABX, MS Exchange integration, SAP integration, Telecoms, Applications), and Business Continuity/ DR Plan.
  • Acted as Systems Administrator and provided supportfor Intranet/Internet services.

DATA CENTER OPERATOR/ NETWORK ADMINISTRATOR 1993 - 1997

  • Administered and provided 1st level support for IT Infrastructure (e.g. Mainframe, Windows servers, MS Exchange, Web server (IIS), UNIX servers, Remote Access, Network (Cisco switches & routers), Telecoms.

EDUCATION

Bachelor of Science degree in Computer Science, 1992

Philippine Christian University

Certification:Certified on Information Technology Infrastructure Library (ITIL) foundation

Trainings:

2011 Asigra Cloud Backup Training (Canada), Asigra Certified Professional (ACP)

2011 Ryerson University – Workplace Communication Program (Canada)

ACCES Employment – IT Connection (Canada), Canadian Workplace Essentials

PC Troubleshooting & Repair (Windows XP/ 7, Server 2003/2008)

2006 IT Compliance (Info Sec, SOX, Regulatory) Training (Houston, USA)

2005 Introductory Certificate in Management

2005 Citrix Metaframe Presentation Server 3.0

2004 Citrix IForum (Orlando, Florida, USA)

2004 IT Infrastructure Library (ITIL) foundation

2003 MS IIS, MS Windows 2000, Visual Basic, Java

2000 Cisco Training, Project Management

1999 Netdynamics (Web application) (New York, USA)