Henry Zhan

Experience

• 

  United Information Technology (UIT)

  Jan 2009 - Mar 2009

  Intern Engineer Solutions Center.

  The position is to set up testing environment in the lab.

• 

  United Information Technology (UIT)

  Jul 2009 - Apr 2010

  Solutions Center Engineer

  The position is to conduct performance benchmark and POC in storage systems.

• 

  EMC

  Apr 2010 - May 2017

  Specialist, Customer Engineer/ Sr. Account Service Engineer

  Installation & configuration of storage array, SAN switch, storage virtualization devices, backup, disaster recovery devices.Corrective maintenance and Proactive maintenance for EMC products.Onsite troubleshooting for security/dark sites.Draft customer service documents and implementation documents.Customer relationship maintenance.Strategical customers/VIP accounts support.EMC Secure Remote Service project promotion and implementation.Providing training to partner for technology and process.New service tools & customer service procedure Champion.Certified performance GURU to carry out performance analysis and tuning.Mentor of new fellows. Show less

• 

  Commvault

  May 2017 - Jun 2022

  Duties: Providing technical support to end users by reviewing logs and troubleshooting on remote sessions. Developing action plans or workarounds to mitigate problems.Analyzing root cause of issues and performance bottlenecks.Escalating tickets with issues potentially caused by bugs to DEV for patches.Writing tech notes/solutions articles based on solved tickets as reference for other support engineers/customers.Product covering scope: Backup and recovery for Linux/Unix, FileSystem/Database, Windows and virtualization/cloud solutions (VMware, Hyper-v, Xen, Openstack, Huawei FusionCompute, AHV, AWS, Azure). VM conversion between HypervisorsData archiving. Show less

  • Customer Support Engineer

    Mar 2020 - Jun 2022

  • Customer Support Engineer

    May 2017 - Mar 2020
• 

  Microsoft

  Jun 2022 - now

  Support Escalation Engineer - Azure