Position: NetApp/SAP - RTP
Location: North Carolina

Details: We still have the below opportunity open and needs to be filled very soon.
Please submit your resume (along with their rate net of laptop, smartphone,
etc.) to Larry ASAP.

Opportunity Name PSE Onsite Resident - RTP, North Carolina

Area East
Region RTP
Start Date 8/2/2010
End Date 1/28/2011
Resource Needed PSE

Additional Skill Set Comments:

A. SAP Support
The PSE will assist CUSTOMER to perform a technical storage related tasks.
The PSE will provide assistance to architect, maintain, and facilitate the
deployment of CUSTOMER’s SAP environment.  The PSE will:
create and/or update NetApp specific design documents

- Review and validate the storage solution design documents to
determine applicability to the proposed environment
Review and verify the completeness of the storage installation and
operations document-sets

B. Case Management
The PSE will provide regular updates on CUSTOMER case status to the CUSTOMER
Project Lead. The PSE will open and monitor cases for CUSTOMER with NetApp’s
Global Support Center (”GSC”). The PSE will maintain a list of CUSTOMER’s
open cases and will ensure that the cases are being worked and have not
stalled at any point. This may be accomplished by emailing the Technical
Support Engineer (”TSE”) working a case, requesting an update, or serving as
a facilitator between CUSTOMER staff and the GSC. When possible, the PSE
will take the lead for these cases and perform diagnosis and resolution on
the issue.

C. Offsite Service and Repair
The PSE will assist the GSC in the coordination of resources and activities
for diagnostic/break-fix activities at other CUSTOMER locations including
coordination between CUSTOMER onsite personnel and the GSC to provide remote
diagnostics, entry into the facility, parts delivery and break-fix personnel
coordination.

D. System Management and Execution
The PSE working with CUSTOMER will provide project management and project
execution work as required by the CUSTOMER that may include:
- Storage and data management systems installations
Hardware upgrades and additions
Data ONTAP and firmware upgrades and recommendations
Operations Manager (”OM”) installation and upgrades
Storage and data management system monitoring using OM
Onsite diagnostics and replacement of hardware components
- GSC coordination
Test planning and execution .
Participation in regularly scheduled reviews with CUSTOMER
Documentation of NetApp storage environment

E. Service Management:
To ensure the highest level of customer service to CUSTOMER, it is
imperative that CUSTOMER and all NetApp personnel work within NetApp’s
currently defined service processes. As soon as a problem is first
identified with a NetApp system and considered important enough to require
resolution, a trouble ticket must be opened with the GSC. The CUSTOMER will
provide a contact person for every system installed. The GSC and the PSE
will use this information to facilitate case resolution.

1. Examples of PSE Activities
The following are examples of activities that are within the scope of the

Services performed by the PSE:
Perform support of CUSTOMER’s SAP environment
Perform daily monitoring and diagnostics
Provide local point of contact details to NetApp for Return Material
Authorizations (”RMA”s). The PSE is responsible for obtaining from CUSTOMER
an up-to-date copy of the local points of contact for CUSTOMER’s systems.
This information is used to provide correct address details for parts
shipments. The PSE should handle any parts returns for CUSTOMER’s NetApp
systems.

Serve as an assigned advisor responsible for understanding CUSTOMER’s
environment and representing CUSTOMER’s support needs to the GSC
Perform onsite service and repair
Perform upgrades and local installations
Provide assistance with the NetApp NOW site and advice on how to best
use the site
Assist with technical support matters in cooperation with a TSE when
required Coordinate GSC customer service personnel and field resources to
solve CUSTOMER’s problems

- Report on process and product maintenance
Regularly analyze AutoSupport diagnostic data
Perform case trend analysis

- Provide proactive service management, including software and hardware
release planning and bug analyses
Analyze software patches and field alerts, and advise CUSTOMER as to
the appropriate next steps
Assist with Disaster Recovery (”DR”) planning, data archiving
planning, and data migration planning
Analyze CUSTOMER needs and recommend additional products and services
to meet these needs
Participate in CUSTOMER’s change management meetings

Contact Information:
If you can assist, please contact
Larry DOT Dicus AT HeritageGlobalSolutions DOT com
Thanks, J
Jeff Estep
Heritage Global Solutions
“Experience Counts”
Office-949 218 9902
Cell-818 469 5950
Fax-949 606 9925
www.HeritageGlobalSolutions.com
DGS Certified SB/DVBE (#46997)
American Indian/Service Disabled Veteran Owned
GSA Schedule 70- GS-35F-0049V
CMAS 3-09-70-2648A