Application Support Engineer Resume

SUMMARY:

To obtain a position within an organization that will offer a broad opportunity for advancement, challenge and broaden both the skills I have acquired and that are inherent within, and which will result in the overall benefit of both the organization and myself..

EXPERIENCE:

Confidential

Application Support Engineer

Responsibilities:

Siebel System administration - Installation, Troubleshooting and administration of the CRM Project which includes a Siebel CRM and UCM implementation in a Linux and Windows environment with Oracle 10g Database.
Built Development, QA and Production environments (HA environment using VERITAS Clusters) with Team
Performed migrations into QA, and Prod environments.
Performed Data loads into QA and Prod environments.
Created Various Shell and Windows Scripts to Automate task such as overnight SRF compile and implementation.
Run SQL queries for development against the production system.
Websphere MQ Systems administration - designed, implemented and maintained the Websphere MQ implementation for the CRM Project. The implementation included two queue managers, one client and SSL encryption on all channels.
Assisted with and was a resource on other Webshere MQ instances.
Created shell scripts to automate and monitor MQ and send out notifications of issues in environment.
Portal Administration - Troubleshooting and administration of the Portal environment( Corporate Intranet).
Assist Supervisor with various task and fill in when Supervisor is out of the office.
Trained coworkers on Websphere MQ, Siebel and Portal as well as Basic Unix Task and Scripting.

Confidential

Senior Implementation Manager

Responsibilities:

Application Admin and 2nd tier (24x7) support for two Unix based (Oracle 10g db backend) and one ColdFusion based Applications, escalating to 3rd tier support when needed.
Eliminated all non actionable alarms on application, improved their reliability and standardized processes for monitoring and installing releases.
Promoted from implementation Manager in Dec. 2006
Perform team lead duties when team lead was out of the office
Received a Key Contributor for the last 3 years
Technical Duties
Monitor, troubleshoot, install releases and deploy code to resolve know defects on Unix applications that provision various services in 13 states with Websphere frontend.
Monitor and troubleshoot the Cold Fusion based Sales funneling application. Manage Business Object for pulling reports from Application database.
Create and maintain documentation as well as train teammates on applications
Create and edit Unix scripts and cronjobs to automate functions and installations on the server or within the application.
Control access to applications and maintain file permissions.
Update data in application via SQL commands
Support and configure Middleware such as Websphere and Tuxedo

Confidential

Problem Coordinator in the Technical Assistance Center - Tier 1 helpdesk

Responsibilities:

Coached 35 agents on problem resolution and customer service insuring that they were in the queue for a reasonable amount of time and that they provided the highest level of customer service as possible.
Escalated Problems to appropriate resolver groups, established conference lines for Problem resolutions, managed problem resolution, and notified appropriate management. Tracked major problems and their impact on the helpdesk and organization.
Trained agents and other management on troubleshooting and proper procedures.

Confidential

Communications Specialist

Responsibilities:

Troubleshot Windows NT 4.0, Windows 2000, Windows 98 and network connectivity over the phone in a corporate WAN environment including VPN.
Performed Windows NT / 2000 server Network Administration involving, permission issues, Exchange issues, Server troubleshooting through active directory and exchange admin.
Resolved 90% of calls over phone or through SMS. Educate coworkers and gave presentations on different tools and knowledge required for the position.
Part-time Server administrator and PC technician responsible for Security policies, permissions, user maintenance and modifying profiles in and windows 2000 / Exchange 2000 environment, also performed PC troubleshooting, repair and connectivity.

Confidential

PC Tech & Backup Network Admin

Responsibilities:

Directly responsible for 3 buildings consisting of approximately 300 network nodes. Nodes consisted of approximately 200 workstations (Macs and PCs), and 100 Printers, Switches, Hubs, Servers, and Network functionality. Resolved all problems with software, hardware, network, and server issues including printer diagnostics and repair, Cat V cabling and new pc setup.
Responsible for Campus Wide Network Functionality after hours. This included Novell 3.11 and 4.0 servers, and Windows NT 4.0/2000 servers.