Paulius Sernius

Experience

• 

  DoubleTree by Hilton

  Jan 2010 - Mar 2011

  Porter
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  Dell Technologies

  Nov 2014 - Jun 2016

  Responsibilities:• Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.• Identifies and resolves issues affecting customer's servers, utilizing the tools available and resourcing necessary support staff.• Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, and maintains and updates customer database.• Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.).• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.• Documents problems in the support solution database for diagnostics and solution implementation.• Performs case management functions as required to keep cases up to date and accurate.• Attends required technical training sessions and makes effective use of any assigned lab time.• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.• Identifies, researches and provides input on unique or recurring customer problems.• Remains knowledgeable of Dell’s product line, current industry products and technologies.• Focuses on delivering a positive customer experience according to Dell standards.• Provides timely response to customer escalations with appropriate notification to all required EC staff (TAMs, Management, SMTs) Show less

  • Enterprise Technical Support Analyst (Storage-Equallogic)

    Oct 2015 - Jun 2016

  • Enterprise Technical Support Senior Associate (Server)

    Nov 2014 - Oct 2015
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  Logicalis UK&I

  Jun 2016 - Mar 2017

  Support Engineer

  • Providing technical assistance to enterprise customers across Ireland and UK• NetApp SAN performance/issues troubleshooting and tuning.• Resolving technical issues, monitoring on IBM TSM (Tivoli Storage Manager).• Deploy and Implement McAfee ePolicy Orchestrator security and endpoint encryption software.• Mcafee epolicy orchestrator management/admin• Veeam backup software troubleshooting/remote assistance• New setup/Troubleshooting connectivity problems on Cisco and Brocade switches• Troubleshooting problems with Microsoft Exchange server and Active Directory Domain Services• Managed services – monitoring system for high priority customers (AVG Managed Workplace)• Troubleshooting issues with VMware ESXi 5.0 - 6.0U2 (log reviewing, recommendations regarding best practices)• New-hire laptop setup, software install - active directory, permissions etc. Show less

• 

  Citrix

  Apr 2017 - Jul 2019

  Citrix Cloud Support Engineer

  Working on cutting edge technology products that are fuelling the growth of cloud computing; cloud services, hypervisors, desktop, applications, network, graphics virtualisation, collaborative working, mobile computing and more…Primary Duties / Responsibilities-Provide technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access. -Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from technical leads and/or management.-Achieve and maintain target, number of cases closed or issues resolved, along with other established goals.-Publish articles on moderately complex technical support issues in Citrix Knowledge Centred Support systems and reviews others' articles-Document cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers Show less

• 

  Eir evo

  Jul 2019 - Sept 2021

  - Working in a growing Managed Services team with procedures based on ITIL Framework and governed by ISO 20000. - Work with technical experts and business managers to support and when appropriate input into recommendations to optimise client solutions. - Investigation and Diagnosis - establish failing component, confirm impact, identify any events that may have been a contributing factor. - Resolution and Recovery, reducing impact were possible. - Escalation point for other ICT support teams. - Coordinate other ICT teams or 3rd parties where required. - Provisioning of Servers and Storage. - Provide On Call Support in a rotating team. - Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge management. - Assess infrastructure changes, raise awareness for potential impacts and play a key role in change management governance. Show less

  • Citrix Consultant

    Jul 2020 - Sept 2021

  • Systems Administrator

    Jul 2019 - Jul 2020
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  Enterprise Solutions

  Sept 2021 - Mar 2022

  Cloud Solutions Engineer
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  Google

  Mar 2022 - now

  Customer Engineer