Wayne Keen

Experience

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  US Navy

  Sept 1984 - Sept 2004

  Data Systems Technician/Fire Controlman

  Served in the United States Navy for 20 years as Combat Systems Electronics Technician and Supervisor, Advanced Tomahawk Weapons Control System Technician and Supervisor and Information Technology Technician and Supervisor. Supervised from 3 to 23 employees through my career. Held Secret clearance level. Retired from Military as Petty Officer First Class (E6).• As Data Systems Supervisor/Technician, troubleshot, repaired and performed maintenance on combat systems equipment. Which included radar display systems and computer systems. Also performed routine preventative maintenance and maintained documentation. Supervised up to 23 technicians.• As Advance Tomahawk Weapons Control Systems Supervisor/Technician, I was responsible for mission planning, preventative maintenance and repairs of mission and launch computer systems. Also supervised 3 other technicians, conducted training scenarios with technicians along with Joint ship exercises.• As Information Technology Supervisor/Technician, was responsible for maintaining and repairing carrier computer hardware/software, printers, Xerox copiers, Supply Computer system and workstations. Also responsible for fiber installation and repairs. Supervised 6 technicians.• As Information Technology Supervisor/Technician, was responsible for moves, installs, maintaining and repairing Pearl Harbor Shipyard computer hardware/Software, network printer and copiers and CISCO VOIP phones. As IT Project Supervisor, I was responsible for planning, installation and removal of information technology equipment for shipyard dock projects.• Supervisory duties included evaluations, awarding and disciplinary actions. Maintaining and scheduling maintenance, personnel schedules and training. Secondary jobs included career counselor, hazardous material custodian, test equipment calibration, inventory, ordering parts and equipment. Show less

• 

  Alaska Airlines

  Nov 2004 - Apr 2006

  Computer Contractor

  Contracted with Alaska Airlines/Horizon Air to upgrade over 300 computers in 6 months. • Loading and updating system images. • Working one on one with customer's transferring personal files, settings and loading applications unique to them. • Wrote Scripts to fit the needs of the different departments and individuals. • Performed hardware and software troubleshooting for networked new/old computer systems and printers. Also troubleshot any miscellaneous equipment such as scanners and PDA's. • Provided customer support in the field, by emails and phone. • Maintained documentation and status on new installations and software licenses. • Created processes for complex software loads and configurations. • Updated desktop build images, using PowerQuest or Altiris imaging software. • Maintained inventory of local software library.Alaska Airlines continued to extend my contract beyond 6 months due to my performance and skills. After my contract was extend, I continued in assisting with upgrades, repairs of information technology equipment and similar duties as other technicians until I moved on to a permanent position with Hynix Semiconductor Manufacturing plant. Show less

• 

  SK hynix

  May 2006 - Aug 2008

  Factory Automation Technician

  Provided hardware and software support on factory automation equipment along with desktop workstations in the memory fabrication plant.• Used SEMI Equipment Communications Standard (SECS) / Generic Equipment Model (GEM) software utility to automate the communications with the plant tools and troubleshoot communications issues.• Performed complex and critical installations, setup and maintenance of the Automated Material Handling System (AMHS).• Performed electrical and mechanical troubleshooting to determine problems in nonfunctioning electro-mechanical equipment.• Dismantled, adjusted, repaired and assembled equipment according to layout plans, blueprints, operating or repair manuals, rough sketches or drawings.• Used test and diagnostic equipment to perform troubleshooting.• Rebuilt or performed equipment modifications as required.• Performed IT support for over 250 workstations in the clean room, including software installation and software support.• Installed and configured PC workstations and network components. Completed hardware and software upgrades as required.• Performed maintenance, service, troubleshooting and repair of PCs, printers and network components. Show less

• 

  Symantec

  Sept 2008 - Oct 2015

  Providing high quality technical services to our customers for multiple VERITAS Advanced services offerings. Participate in internal projects that help streamline processes for each service:1. Installing and configuring new Netbackup 5200 and 5300 series appliances, with or without external storage units. Performing software configuration and verifying appliance works as per customer specifications. If customer purchased the Preferred service package, this would also entail performing test backups and restores on up to two clients for each client type. 2. Return Merchandise Authorization (RMA). Remove and replace defective appliances, which would include swapping original primary drives, memory and PCI cards into new appliance. Verify appliance works and that previous storage data was retained and accessible. If new appliance was not using the original primary drives then would perform a software configuration and verify appliance works as per customer’s previous specifications. Also, ensure that any previous storage data was retained and accessible.3. Appliance hardware upgrades, e.g., Storage shelves, Fibre and Network cards, Memory, etc. Performing testing and verification that new hardware is working properly.4. Pro-active RAID Controller Battery Backup Unit replacement program for appliances. Assist customers with applying firmware updates and engineering binaries to ensure success with appliance updates prior to battery replacement service. Address any technical issues that may arise during battery replacement. Track and manage case activity from the field with SalesForce case management software. Ensured successful closure of cases from both vendor field services and our side. Follow up with customers after battery replacement to confirm that the replacement was successful and the system was fully operational. Show less Provided technical support for the Pro-Active Battery Backup Unit replacement program on Symantec NetBackup, PureDisk and Backup Exec Appliances. This program entailed preplanning with customers on replacing aging Battery Backup Units to reduce customer Appliance downtime and enhance customer support experience.• Performed analysis on logs and systems files to validate appropriate firmware and patch levels prior to battery replacements to ensure appliance was at right patch levels for known issues.• Assisted customers with applying firmware updates and engineering binaries to ensure success with appliance updates prior to battery replacement service.• Set appropriate expectations with customers about our service and what to expect from the post battery replacement.• Addressed any technical issues that were raised during battery replacement.• Tracked and managed case activity from the field with SalesForce case management software. Ensured successful closure of cases from both vendor field services and our side.• Followed up with customers after battery replacement to confirm that the replacement was successful and the system was fully operational. • Provided status updates to internal stakeholders as required.• Participated in internal projects that helped streamline the process and offered new ideas for creating exceptional customer experiences. Show less Provided customer’s with hardware and software support for NetBackup and Puredisk.• Provided software support for Netbackup and Puredisk in customer environments.• Provided hardware support on Puredisk and Netbackup Appliances.• Customer support performed via phone, email and/or Webex.• Performed software failure analysis and corrected issues within customer's environment.• Created technical processes and documentation for Howto's, Defects and Informational.• Used SalesForce software for case management and documentation of customer issues.• Collaborated with 3rd party hardware vendors in support of appliance hardware repairs. Show less

  • Americas Lead, Principal Technical Support Engineer, Appliance Solutions

    Jul 2015 - Oct 2015

  • Americas Lead, Senior Technical Support Engineer, Appliance Solutions

    Mar 2014 - Jul 2015

  • Senior Technical Support Engineer, Netbackup Support

    Sept 2008 - Mar 2014
• 

  Veritas Technologies LLC

  Oct 2015 - now

  Providing high quality technical services to our customers for multiple VERITAS Advanced Services Offerings:1. Installation of new 52xx Series and 53xx Series Netbackup Appliances, 33xx Series Access Long Term Retention (LTR) Appliances, and 5150, 5250, and 53xx Series FLEX Appliances. 2. Performing software configuration and verifying appliance works as per customer specifications.3. Upgrading Appliance hardware, e.g., Storage shelves, Fibre and Network cards, Memory, etc. Performing testing and verification that new hardware is working properly.4. Return Merchandise Authorization (RMA): a. Remove and replace defective appliances, which would include swapping original primary drives, memory and PCI cards into new appliance. Verify appliance works and that previous storage data was retained and accessible. b. If appliance is not using the original primary drives then would perform a software configuration and verify appliance works as per customer’s previous specifications. Also, ensure that any previous storage data, if any, was retained and accessible. c. If data not being retained they replace faulty unit and configure system as if new.5. Perform Appliance relocations, e.g., Unrack, Ship, and Install system at new location, whether within same site or to another offsite location. 6. Assist customers with applying firmware updates and engineering binaries to ensure appliance is up to date with latest fixes. 7. Track and manage case activity from the field with Oracle Service Cloud Case management software. Ensured successful closure of cases from both vendor field services and our side. 8. Participate in internal projects that help streamline processes for each service.9. Maintain VERITAS Advanced Services (VAS) team work processes for each model and type of appliance related to VAS service offerings. Show less Providing high quality technical services to our customers for multiple VERITAS Advanced services offerings. Participate in internal projects that help streamline processes for each service:1. Installing and configuring new Netbackup 5200 and 5300 series appliances, with or without external storage units. Performing software configuration and verifying appliance works as per customer specifications. If customer purchased the Preferred service package, this would also entail performing test backups and restores on up to two clients for each client type. 2. Return Merchandise Authorization (RMA). Remove and replace defective appliances, which would include swapping original primary drives, memory and PCI cards into new appliance. Verify appliance works and that previous storage data was retained and accessible. If new appliance was not using the original primary drives then would perform a software configuration and verify appliance works as per customer’s previous specifications. Also, ensure that any previous storage data was retained and accessible.3. Appliance hardware upgrades, e.g., Storage shelves, Fibre and Network cards, Memory, etc. Performing testing and verification that new hardware is working properly.4. Pro-active RAID Controller Battery Backup Unit replacement program for appliances. Assist customers with applying firmware updates and engineering binaries to ensure success with appliance updates prior to battery replacement service. Address any technical issues that may arise during battery replacement. Track and manage case activity from the field with SalesForce case management software. Ensured successful closure of cases from both vendor field services and our side. Follow up with customers after battery replacement to confirm that the replacement was successful and the system was fully operational. Show less

  • Americas Lead, Principal Advanced Services Engineer, Appliance Solutions Advanced Services

    Sept 2016 - now

  • Americas Lead, Principal Advanced Services Engineer, Appliance Solutions Advanced Services

    Oct 2015 - Aug 2016