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Senior Integration Engineer Resume

Rockville, MD

SUMMARY:

  • Self - starter, team oriented technical consultant seeking an opportunity in the Information Technology.
  • I have a passion for development and issue solving and possess skills in BMC Remedy, Confidential, Progress code, SQL and Excel.
  • A detail-oriented and customer-focused professional who pairs strong interpersonal skills with exceptional problem-solving ability that allows for good judgment.
  • Technical Support Professional with Masters in Computer Application.
  • Having almost 8 years of experience in the field of ICT that includes development and enhancement of various software applications.
  • Hands-on experience with Confidential - Cloud ERP Software
  • Hands-on experience with BMC Remedy Tool
  • Expert level knowledge in PROGRESS database and OpenEdge
  • Technical and functional knowledge expertise in ERP MFG/PRO, Confidential .
  • Performed UAT, OAT as well as functionality testing as a tester for different customers.
  • Excellent troubleshooting skills when it comes to identifying and resolving issues that arise within an application.
  • Hands-on experience with .NET UI
  • Having knowledge of ITSM Platform - Incident Management Module.
  • Experienced in handling all L2 and L3 support incidents
  • Experienced in creating documentation and leading sessions, consultation and technical advice to clients and end users
  • Experienced in maintenance (performance monitoring & proactive problem solving).
  • Experienced with SQL.
  • Experience in bug fixing tools - JIRA, BugZilla
  • Expe4rience in health care.
  • Basics of mapping data models in Tableau, Pivot, Access.
  • A keen learner who always wants to learn new tools & technologies.

COMPETENCIES:

  • Combine patience, determination, and persistence to troubleshoot client issues
  • Skilled at evaluating options and generating solutions
  • Strong problem-solving and analytical skills
  • Troubleshooting equipment or situations
  • Ability to work on multiple projects at the same time
  • Dynamic, result-oriented and problem solver
  • Enjoy working as a team member as well as independently

TECHNICAL SKILLS:

Programming Languages: Basic knowledge of JAVA, C++, C#

Databases: Oracle, Microsoft SQL Server, MySQL, MS Access

Tools: BMC Remedy7.x ARS, BMC Mid-tier 7.x,, BMC Email Engine, Developer studio.

Knowledge of ITSM: Basics of WFM, Confidential, Progress, Microsoft Visual Studio

IDE: Eclipse

Application, Web server: Tomcat, .NET UI

MS: DOS, Windows XP/NT/2003/2008, UNIX, Ubuntu

Others: Basics of scripting in Linux and Unix, Shell Scripting and JDE

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Senior Integration Engineer

Responsibilities:

  • Manage project schedules for technical integrations and serve as liaison between staff and account manager
  • Lead internal technical projects for Integration Services and work with managers from different teams
  • Assist in resolving technical issues submitted by clients and manage escalations to development
  • Partner and Enterprise integrations - Works directly with Partners and Enterprise clients via email and phone to provide leadership, consultation and ongoing support of integration projects.
  • Project management - Responsible to manage project schedules for technical integrations with Partners and Enterprise clients.
  • Keeps Account Manager well informed about the status of Development effort and serves as the liaison between development staff and account manager.
  • Sales Support - Assist with technical consultations to prospects with the Partner sales team.
  • Internal projects - Responsible to manage internal technical projects for Integration Services. Often working with managers from other divisions within Confidential .

Confidential, Mount Laurel, NJ

Technical Support Analyst

Responsibilities:

  • Perform initial triage, duplicate and analyze customer reported issues. Identify and provide solutions to the customers, including patch retrofits. Service desk routing, which includes Web-Monitoring, Live Chat and ACD
  • Create Problem Analysis (PA) documents And Review Problem Analysis (PA) documents and Knowledgebase Articles.
  • Develop temporary code fixes and suggest workarounds to the reported issues.
  • Mentoring and knowledge transfer to the local team And Maintaining Confidential Knowledgebase Articles.
  • Analyze, test, and solve complex problems. Advise customers of potential solutions and how to implement them as well as escalating issues appropriately.
  • Design, develop, test, and review code. Document complex custom solutions to customer requirements. Provide top-notch customer service utilizing Confidential best practices.
  • Experienced with .NET UI Support
  • Dealing with many customers escalations in respect to support issues
  • Experienced in checking the log files, web speed, apps server, tomcat and any applications related issue with Confidential
  • Experienced in the installation of Confidential Enterprise Applications software and the conversion of production databases to the latest Confidential versions.
  • Trained peers and clients in technical functionality of flagship software Confidential Enterprise Applications.
  • Experienced with AWS/Cloud, API in Confidential platform
  • Coordinate cloud operational service and action plans. Manage all engagement management administration activities (Cloud Portal updates, time recording, SLA report generation, status reporting, maintain enterprise applications, call escalations, maintenance window communications/facilitations, environment uptime corrections on a timely basis.
  • Work closely and directly with small to moderate size customers to support service delivery and action plans.
  • Provide interface between SDC and Services project team with any escalations and requests.
  • Work closely with Cloud SDC (Service Delivery Center) Team to ensure processes around major incident management, change and problem management are adhered to. Provide interface between the Cloud SDC’s and the Customer for escalations and major incidents.
  • Monitor Cloud Operations service delivery contract adherence for respective customers and that SLAs are delivered. Escalate to the Cloud management as required.
  • Collaborate with SDC’s, Global Support and Services to provide closure to customer escalated issues, concerns and support calls.
  • Responsible for perpetual monitoring of customer satisfaction via the Service Delivery Scorecard. Provide formal Monthly/Quarterly Service Reviews and Cloud Service Reports.
  • Keeping up to date on all Cloud Processes and procedures
  • Progress database administration experience.
  • L3 support role- works as system admin to monitor cloud customers, expertise in builds and releases and technical operations
  • Subject matter expert of CRM and BPM
  • Expert knowledge in SQL, UNIX, Linux and Shell scripting
  • Technical and functional knowledge expertise in ERP MFG/PRO, Confidential .

Confidential, Piscataway, NJ

Solution Integrator

Responsibilities:

  • Development and enhancement of customized application based on BMC Remedy ARS 7.1 and 7.6 SP2 depending on client's requirement and ensuring the application is running up efficiently.
  • Provided the RCA of escalated issues for Remedy Based production environment.
  • Experienced with Remedy on SQL and on Windows environments..
  • Technical SPOC for customers for solving their issues in Production environment.
  • Experienced in SQL, Oracle and Visual Studio.
  • Support Experience - CRM Support, Telephony, Help Desk Support and Operations Support
  • Dealt with many Customers’ escalations in respect to support issues within the SLA
  • Experienced in the management of all phases of the application lifecycle and best practices of software design within a large organization. This includes Requirement gathering, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.
  • Experienced in maintenance (performance monitoring & proactive problem solving).
  • Experience in ITIL
  • Responds to and resolves infrastructure related incidents
  • Handles operating system and active directory user changes and creation.
  • Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. Recommends course of action and implements as approved
  • Utilizes standard corporate tools to record change and problem activities for tracking purposes
  • Experienced with Citrix, VPN.
  • Bug Fixing and Solving issues.
  • Level 1 support to customers

Confidential

Test Engineer

Responsibilities:

  • Analyzing and understanding business requirements/enhancements and preparing comprehensive test scenarios and test cases to achieve desired coverage.
  • Estimating testing tasks effort.
  • Test cases development and execution.
  • Performed defects tracking and retesting.
  • Created daily status report for the preparation and execution phase.
  • Sending weekly KPI (indexes) report.
  • Preparation and execution of test cases for various types of testing i.e. Functional, Regression, Integration & System.
  • Attended walkthroughs of functionalities conducted by Business Analysts.
  • Prepared functionality related documents.
  • Experience in VB, XML, XSL, JavaScript, VB.NET and ASP/ASP.NET

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