eugene eller
@eugeneeller
I deliver enterprise storage, VoIP, and technical support solutions for global customers.
United StatesWhat I'm looking for
At IBM, I provide enterprise storage support for thousands of Fortune 500 customers using FlashSystem A9000R/A9000, XIV, and IBM Elastic Storage System platforms. I recreate customer issues in lab environments, lead root-cause analysis, develop workarounds and code-fix plans with software developers, and build knowledge-base content.
I've also led backup-team administration, global technical training, and operational support, including VMware ESXi training environments and unified programs for U.S. and international recruits. I translate complex technical processes into practical guidance for system administrators, support teams, business partners, and end users.
Previously at ScanSource, I designed and implemented VoIP solutions for more than 150 small and mid-size customers, managed deployments, performed network assessments, and trained customers and vendors on Avaya and ShoreTel systems. My background spans storage, virtualization, telecommunications, networking, customer support, documentation, and IT consulting.
Experience
Work history, roles, and key accomplishments
Provided enterprise-level support to Fortune 500 customers for IBM storage systems, including FlashSystem A9000R/A9000, XIV, and Elastic Storage System. Analyzed, designed, and presented network solutions, and performed data backup, recovery, and risk assessments.
Designed and implemented VoIP systems for third-party business partners, provided network assessments, and developed training programs. Managed projects with vendors including Avaya, ShoreTel, IBM, and Polycom.
Provided technical support for commercial desktops and IBM server systems, handling over 35 calls per day. Managed broadband connectivity, account provisioning, email, and Windows installation and configuration issues.
Desktop Systems Analyst
Wang Global
Jan 1997 - Jan 1999 (2 years)
Provided telephone technical support to end-users for business and personal systems, performing diagnostics and resolution of technical issues. Promoted to Mid-level Analyst in 6 months.
Education
Degrees, certifications, and relevant coursework
IBM
Technical Support Experienced Professional - A9000/XIV, Storage Systems
Earned Technical Support Experienced Professional - A9000/XIV certification in April 2020.
IBM
Flashsystems Certified A9000/R Engineer, Storage Systems
Earned Flashsystems Certified A9000/R Engineer certification in April 2020.
VMware
VMware vSphere: Install, Configure, Manage [V5.0], Virtualization
Completed VMware vSphere: Install, Configure, Manage [V5.0] training in October 2013.
Avaya
Avaya ACSS, Telecommunications
Earned Avaya ACSS certification in June 2011.
ShoreTel
ShoreTel Certified Installer, Telecommunications
Earned ShoreTel Certified Installer certification in June 2011.
ShoreTel
ShoreTel Certified Trainer, Telecommunications
Earned ShoreTel Certified Trainer certification in June 2011.
Avaya
Avaya ACS, Telecommunications
Earned Avaya ACS certification in July 2009.
CompTIA
CompTIA Convergence+, Networking
Earned CompTIA Convergence+ certification in July 2009.
Avaya
Avaya ACA, Telecommunications
Earned Avaya ACA certification in July 2009.
Kennesaw State University
Bachelor of Science, Information Systems
Bachelor of Science in Information Systems with a specialization in Information Security, completed in May 2007.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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