Daniel van Dalen - Breslauer curriculum vitae (c.v.) / resume Experienced multilingual allroud support specialist, with broad experience in storage, Windows server environments, VMware and Linux, and with great international experience, having previous experience working in different countries in four languages. The perfect ethical balance between dedication and loyalty to my employer and customers, true customer advocacy, combined with a broad range of technical skills, results in unparalleled satisfaction for all parties involved. I aim to provide a proactive approach, working with customers, internal and external partners to achieve the best outcome. I believe in continuous self-development through building my technical knowledge, communicative skills and linguistic ability. By leveraging interpersonal skills with the right amount of dedication to both customer and company, I aim to leverage the support experience to create stronger positive ties to between my employer and customers, promoting future sales opportunities. I believe my success at consistently achieving this outcome constitutes the most important part of my CV. Employment history September 2013 – January 2017: Senior Technical Support Engineer (Level 2) at Violin Memory Member of a global team, providing support for NAND-flash based storage systems, including SAN arrays, PCIe cards and associated storage management tools. Diagnose, resolve and prevent all HW/SW-related issues affecting Violin storage. Plan and perform remote software upgrades. Support Sales Engineers and Professional Services installing equipment. Liaising with senior engineering teams in escalations. Guiding and assisting new team members in their roles. On occasion, performing hands-on work at customer sites around Europe installing and servicing Violin arrays, and being Violin’s onsite representative during major escalations, representing Violin to the customer’s technical and senior management levels. Partnering with Violin’s strategic sales and service partners around the globe. Was awarded regular salary increases and bonuses for good performance. Housestraat 5 7207 RW Zutphen The Netherlands tel. +31-(0)6-15940972
[email protected] Outcomes "Daniel, I want to thank you personally for the great response you gave to [Customer Z] yesterday at the time they were running into the serious problem. You were very sharp in understanding the issue and forcing the array through it. That at least is a positive point overall as you can read." - Director of Customer Support "I have just been in a meeting with [Customer Z]. Whilst they weren’t particularly happy with the initial contact into Violin, they were impressed with the way you handled the case and were seen to be collaborating very well with L3 / Sustaining. They made the comment that other vendors have a strict escalation path that delays support and despite the initial slow start your response was excellent. Thing is we see this from you and [Colleague Y] every single day and don’t necessarily say thank you every day. So I will take this opportunity to say it now… Well done, it obviously does set us apart from the other vendors!!" - Senior Manager of Support May 2011 – September 2013: Technical Support Engineer for NetApp at Convergys, in Newcastle upon Tyne, United Kingdom Advanced technical support for NetApp SAN/NAS storage arrays and surrounding software solutions. Data ONTAP 7 and 8 (SnapMirror, SnapVault, deduplication, vfilers, hardware etc.) Particular focus on OnCommand system administration and monitoring tools (DataFabric Manager / Unified Manager) Experienced in working with and resolving issues regarding SnapDrive for Windows and Linux, and SnapManager for Exchange / Hyper-V Experience with Virtual Storage Console for VMware vSphere Hardware supported: FAS and V-series storage controllers; disk shelves; Brocade and Cisco ethernet and fibre channel switches o Worked with (primarily) Hebrew, and (secondarily) German and English-speaking customers in a multicultural team providing support to the entire EMEA region. o Two-thirds of caseload consisting of government customers (including military/defense) at ‘secure’ sites in Israel, requiring all diagnostics, troubleshooting and communication to be handled by phone with minimal data. IDF units supported include Intelligence Corps, Navy, Air Force, civilian security agencies and others. Customers including IAI, Rafael, Elbit, Verint and wide range of government ministries. o Cooperating with resellers, Authorized Service Partners to support customers: E&M, Ankor, MindU, Harel, We, Taldor/Glasshouse, Bynet, Comverse, Malam-Team. Cooperating with Professional Services, and sales representatives. Associated project Maintained personal lab comprising 10 simulated NetApp storage systems and numerous physical and virtual servers with technologies including AD, Hyper-V, VMware ESXi, Exchange, SQL. Set up fully functional virtual Exchange and SQL environments with storage on virtual NetApp LUNs to be able to better understand customer issues when working with customers in secure military environments. Outcomes "I would like to say that we highly appreciate your outstanding performance and commitment during the last weekend. In these times of stress where our customers are in extreme situations – your Go Beyond approach is what every customer is wishing for. My team members often bring up your exceptional attitude while supporting them and our customers. We are inspired by such behavior and would like to thank you for this. Keep It Up! 1TEAM!" - Senior Manager, Professional Services "I would like to praise Daniel B. for his service to this customer, and not for the first time. Daniel’s commitment is above and beyond what I’m used to with NGS. He is aware and open to special requests from the customer, serving even after his shift is done, following up on the case, keeping everyone in the loop – these are not taken for granted! (case handovers are very painful). As a result - the customer is happy – even though he just had a PANIC due to a failing motherboard. [Customer X] has 4 different storage vendors serving him – Daniel keeps us the with the top support service. Business wise – this is proven to put us as a preferred vendor at [Customer X]." - Technical Account Consultant, Strategic Accounts "During the last weeks every place that I am going to I heard the name Daniel and how nice he is over the phone and each time they get a great professional help. At the past week I spoke with him twice for my customers at Israel every time I feel that I got the best support that I can get. Behalf of the Israeli customers and myself I would like to say thanks a lot to Daniel." - Technical Account Consultant, Federal Accounts "You are professional, dedicated and give the highest level of service on any case." - Senior Professional Services Engineer "I want to thank you both professionally and personally for your care and help in such times. Although it is an outstanding and impressive behavior, it is no surprise to me to see that coming from you. It’s indeed a pleasure working with you. Keep up the good work :)" - Technical Account Consultant "I must say [...] service was outstanding at the highest level that can be so much that they "chased" after to see if everything worked out and what you can to help others. This is really the first time I encountered such caring enough to send an email like this." - Military customer "I wanted to express a big thank you the support you give us on a daily basis. Your absolute commitment and technical expertise is a true example for a world class service, even when things are hard to resolve, your professionalism and pleasant attitude is a solid reason for customers to keep on doing business with Netapp." - Senior Infrastructure Engineer at a major NetApp client, SaaS provider "I felt it would be a shame not sharing with you a well-deserved positive feedback regarding Daniel Breslauer, seeing the great work he is doing. Daniel is sharp technically and his technical knowledge is very good. He is eager to learn and expand his knowledge. Daniel is always co-operative, has an outstanding attitude and is very responsive, even when busy. He is very aware of the political considerations when dealing with Customers, which is an important point. This is making it a real pleasure working with Daniel." - Field Support Engineer "Can you please extend the local office thanks to the good work the team is doing and especially Daniel? He always going above and beyond to help customers and the local team. I got this feedback from everyone that worked with him. I am not sure if we can reward him in anyway but I wanted to share this with him and his managers." - Field Support Manager October 2009 – April 2011: FLSA – IT Support Engineer Global Technology at Innodata-Isogen (now: Innodata), Jerusalem, Israel Managing all IT-related systems for the Jerusalem, Israel facility of Innodata-Isogen, a U.S.-based outsourcing company with branches around the world, including in Israel, India and the Philippines, totaling 7000 employees worldwide, 130 of them in Israel. Being the sole IT professional at the Israel facility, coordinating all IT-related issues regarding the Israel facility, including VoIP phones, network issues, contact with ISPs, IT-related purchases, external hardware repairs. Reporting to management in India, dealing with numerous IT teams in India and Philippines. Supporting circa 130 users, including 90 laptops used by (primarily) home workers, frequently through remote access (TeamV iewer, LogMeIn, and others). Users: attorneys, physicians, technical writers,writers/editors. Interfacing with non-IT departments such as Human Resources regarding user account creations and deletions, Finance/Purchasing regarding purchases and inventory, and others. Interfacing with local suppliers. Supporting Windows XP Pro, Windows V ista Business/Enterprise, and Windows 7 Enterprise, as well as Microsoft Office 2003, 2007, and 2010. Supporting Terminal Server and VDI setups; supporting SharePoint sites; mobile devices; configuring, maintaining and executing backups; maintaining systems and software inventories (licensing). Entrusted with company’s MAK / serial keys for all Microsoft and Adobe software. Upgraded entire facility (circa 70 deployed laptops and desktops) from Windows XP / Office 2003 to Windows 7 / Office 2007/2010. Organized and provided training for users as needed. 2007 - 2011: Freelance computer technician / teacher Instructing private and small business customers, including elderly, in basic computer operations, internet and email usage and word processing. Solving home internet connection problems (LAN/WLAN), installing and configuring customers’ computer systems. August 2006 – January 2009: Technical Support Agent on behalf of NetGear, at IDT Global Israel, Jerusalem Devices supported include: routers, modems, NAS, NICs, various other networking devices. Supporting home and small business customers by phone and email (direct and OTS). Arranged RMAs and provided presales advice in addition to technical support. Coached new support agents. Languages worked in: English, Dutch, German (multilingual department). Skills Administrator of client and server editions of Microsoft Windows. Familiar with Active Directory, Group Policy, Remote Desktop Services, Windows VPN server, Hyper-V, and Microsoft Exchange. Good knowledge of storage technologies including SAN (FC / iSCSI) and NAS (CIFS / NFS) systems and protocols. Highly experienced with NetApp management and (host-side) server software Virtualization: experience setting up and administrating Hyper-V; knowledge of VMware ESX / vSphere technologies. NetApp Virtual Storage Console and SnapManager for Hyper-V. Experience with FlexPod and ExpressPod. Basic Unix/Linux experience including Ubuntu Server, Red Hat / CentOS. Familiar with online helpdesk systems – experience working with HP OpenView, SAP CRM, Salesforce. Experience working in large global enterprise environment with adherence to ISO, SOX and SAS70 requirements and certifications. Experience maintaining and configuring access control systems with PACs (proximity access cards) and biometric access mechanisms. Ability to work both independently and team-based, with technical and non-technical contacts. Able to work in an office environment as well as remotely. Languages Dutch: native English: fluent Hebrew: very good German: very good Education 2016 (in progress): LPIC-1 (Linux Processional Institute Certification) 2016 (in progress): VMware Certified Associate 2013: Violin Memory o Sales Engineer training and exam o Support Engineer training o Regular ongoing training in various topics 2011-2013: NetApp / Convergys o 8 weeks new hire training o NetApp Accredited Installation Professional (NAIP) o NetApp Authorized Service Engineer, Level 1 (ASE-1) 2010-2011: Company-supported IT study at Innodata-Isogen 2006-2009: Several in-company courses at IDT Global Israel: o General LAN/WLAN networking; NAS storage o ReadyNAS; basic training on NAS, RAID technology 2004-2005: Pre-Medicine at Charles University in Prague, Czech Republic 2003-2004: Nautical studies (Maritime Officer) in Zwolle, The Netherlands 2000-2004: Pre-university diplomas (V.W.O.) in The Netherlands Personal information Nationality: Dutch. Able to work weekends and all holidays as required. Willing to be available on call out of hours as needed. Flexible and able to work independently, at home or in the office. Traveling long distances to work is not an issue; accustomed to long commutes. LinkedIn: https://www.linkedin.com/in/dbreslauer