Senior Support Engineer Resume

SUMMARY:

I am an IT support professional, who is as comfortable making enhancements to n - tier J ava applications as writing shell scripts to automate start of day checks. I have over 10 years’ experience working through the software lifecycle starting out in java development before moving on to middleware, infrastructure, and support.

SKILLS:

Linux
IBM WebSphere Application Server
Shell scripting
IBM WMQ
Java
Apache/Tomcat
APIs

EXPERIENCE:

Senior Support Engineer

Confidential

Responsibilities:

Application Support . Assisted customers using Confidential ’s online API management system to leverage their existing data and systems.
Kept customers appraised of solutions, fixes and defect resolution.
Networking. Investigated all aspects of data flow from device to backend, through Confidential ’s software to investigate performance, security, and data issues.
Automation. Wrote a bash script to manage various aspects of Confidential ’s software remotely via a menu-driven application.

Support manager

Confidential

Responsibilities:

JEE Development . Fix ed bugs and developed new functionality for multiple applications. Managed entire release process as well as being part of a team for larger releases.
Internal Support . Ensur ed internal development projects had the necessary permissions, security and SLAs in place, utilising LDAP, Jenkins continuous integration and proxy passes on Apache/Tomcat linux servers.
Virtualisation . Created internal cloud to enable the hosting of external clients ’ development environments and encourage the development of internal applications. Used VM Ware to manage server and system load. Manag ed permission using LDAP and Active Directory.

Technical support

Confidential

Responsibilities:

Showed adaptability in providing support to a small company developing secure electronic documentation.
Made bug fixes to the Java application, provided technical support to all aspects of IT from helping out with document management to security to patching network cables.

2nd level application support

Confidential

Responsibilities:

Automated manual tasks. Wrote shell scripts which automated a 45 minute manual task that had been done for several years and sent out a formatted email to the support team and the business in order to give them advanced warning of any issues before start of day.
Made monitoring simple. Promoted adoption of an open source monitoring tool that gave a live dashboard of the various application and their status to enable pro-active investigation and resolution of issues, often before the business noticed.
Trained Staff. Mentored junior staff in linux and the applications that were supported.
Wrote checks to monitor load on servers and proactively moved applications to ensure service to all users and implemented standard fixes to run automatically and only report to staff upon failure, non-critical failures were store and reported on weekly.

Application developer

Confidential

Responsibilities:

Developed Stakeholder Pensions Views . Extended the Provide Information application to view and update Stakeholder Pensions.
Automated Build Process . Took a build process that involved many manual steps and automated it to reduce the time from 8 hours to under 2 hours.
Migrated from desktop to web app. Transformed the Provide Information application from a desktop application to an online pensions and life assurance portal.

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