Technical Skills

Hardware: UNIX Solaris, HP-UX, AIX , Linux, Windows NT/2000/2003/2007, EMC Centera CAS, NetApp SAN, HP StorageWorks xp24000, StorageWorks 2200mx Optical Library or OSAR, Dell PowerEdge.

Software: SQL Server 2000/2005, Oracle 9i, Veritas, BEA WebLogic 8, IBM WebSphere, VMware, Microsoft Office, Legato/OTC DiskXtender, Crystal Reports, Sun ONE, NetOp remote control 7.6, Altiris deployment server, Kofax AscentCapture 7.x, Captiva Formware 5.x, OpenText RightFax 8.7, EMC InputAccel, etc.

Network services, protocols, etc.: TCP/IP, UDP, SSL, LDAP, SOAP, SOA, HTML, XML, UDDI, Telnet, SMTP, POP, IMAP, HTTP, DNS, DHCP, NFS, FTP, ACL access control list , HIPAA, Sarbanes-Oxley Act.

Core Competencies: VMware, EMC Formware 5.3.1, InputAccel 6.x, Kofax, OpenText RightFax 9.x, Microsoft, UNIX, WebSphere, FileNet Capture/Imaging/P8, IBML, Bell Howell, BMC, Nimsoft, SQL, Oracle, coding, implementation, documentation, social skills, team building and exemplary leadership, HIPPA, SOX, ITIL processes.

Other: Web Development ASP, HTML , SQL Server 2000, Oracle 8i/9i, VB, COM, Workflow, Directory Services Active Directory, Sun One Directory Server , Rules Engine, Microsoft .NET framework, J2EE application servers Tomcat, WebLogic, WebSphere, JBoss , ENC file viewer Wireshark .

Professional Summary

• Samuel is an experienced Application Support Professional and possesses Degrees in Computer Science and Computer Engineering, highlights include --
• Possesses experience as a Software Engineer and Systems Administrator with companies such as Prescription Solutions and FileNet/IBM.
• Recent hands on experience conducting system monitoring with BMC Patrol Express.
• Supporting development and UAT systems for moving code to production environments.
• Experienced with detecting and solving technical issues from end-user's PC's, SQL queries, backend servers at Data Center locations, performance tuning, and setting-up and managing enterprise level licensing agreements.

Work Summary

Confidential

Systems Analyst / Enterprise Application Support

• As part of Information and Infrastructure Services installed and configured imaging systems for Business expansion.
• Supported development and UAT systems for moving code to production environment.
• Conducted system monitoring with BMC Patrol Express, backup, performance tuning and capacity planning.
• Facilitated QA team, PMPs and development teams for various projects by building new servers for test and staging environment.
• Conducted team build-up for desktop support and security role access issues resolved thousands of service calls and complex cases.
• Maintained and supported production servers and 3,000 users located in Overland Park KS , Carlsbad, Costa Mesa and Cypress CA , OKC, etc.
• Kept imaging/scanning/fax production environment uptime to the highest level possible. In charge of 100 servers including servers for development, training and UAT.
• Server virtualization with VMware and domain admin knowledge.
• Assisted security team in imaging server accounts and permissions for the desktop applications.
• Engaged in desktop standardization and network nationalization projects.
• Hardware, applications, testing and training.

Confidential

Software Development Engineer

• Installed and configured FileNet P8 Business Process Framework BPF , Business Process Management BPM and Content Manager CM .
• Developed Custom JSPs that functioned as additional Tabs for BPF Cases.
• Designed and developed Component Integrator Java Adapter classes to handle unattended processing.
• Designed and modeled Content Engine Custom Object Classes, Document Classes and BPF Metastore objects for FileNet P8 Business Process Framework.
• Modeled BPM workflow maps that were used in the Case Management business flow.
• Configured iLog Rules Engine to be called from within the workflow map.
• Presented FileNet Professional Services to complete assignments and solved complex issues at customer sites.

Confidential

Technical Consultant

• Authorized contact within the organization to request support, including upgrade/installation with vendors, and worked closely with IT staff to implement various security levels on documents and users and platforms Content Services, P8, and Image Services .
• As a top performer, certified solution partner and reseller, provided technical lead between vendors FileNet, Kofax and customers, and supported various customers and government organizations - Sketchers, MedImpact, Westcom, City of Carlsbad, SBPD, LA city, transportation carriers, etc.
• Engaged in earlier prospective pre-sales support and technical issues, and built demo systems with VMware, McAfee VirusScan and Domain Controller through the dcpromo configuration command.
• Worked in the field with the customer project manager and IT staff to complete three major P8 BPM/CM/RM system setups for a pharmaceutical company and a sporting goods manufacturer.
• Completed six Panagon Content Service 5.4 upgrades for transportation industry clients.
• Completed the Windows 2003 server migration for a customer using IS 4.0/Web 3.3/eProcess.
• Visited and supported customers on-site to maintain Kofax Ascent Capture production systems.
• As the first and second level support engineer, provided timely assistance to solve customer software license, hardware issues for Fujitsu, Kodak and Bell Howell scanners.

Confidential

Global Channel Sales

• Provided enterprise e-content, e-process software solutions and proof of concept for insurance, bank corporations and government organizations BIG .
• Engaged in partner technical issues, RFPs, onsite demonstration and installation support leading sales increases for eProcess and P8 suites through P8 ready certification process.
• Channel Sales Support Excellence award in 2002 for P8 initiative.
• Worked in QA labs to verify partner's P8 applications and documented installation procedures.
• Participated in high availability architectural support Web Farms, MS clusters and coordinated the new product training support between Engineering and Global Learning departments, resulting in higher customer satisfaction and retention.
• Worked with HP/Compaq Proliant server, DELL server and configured ODBC, OLAP, created Database, installed 3rd party software to complete demo systems for sales teams and partners.

Confidential

Product Marketing

• Aside from various RFP/RFI responses, participated in tactical sales calls and product development.
• Comparable to MBA class training, learned how Marketing works - win/loss analysis, branding BrightSpire 1.1, P8 2.x , product lifecycle, evaluation, merger and acquisition examples: successfully participated in Shanna - a Canadian eForms vendor and Cape Vision - Process Analyzer vendor , Gartner analyst and charts.
• New product planning for eProcess 4.x release that had revenue increases and delivered faster ROI.
• Created workflow product demonstrations and provided solution assessments.
• Well versed in workflow technology and development to support system consultants in the field.
• Effectively communicated on behalf of the product manager both horizontally and vertically across the engineering, sales support organizations.

Confidential

Customer Service and Support

• Improved customer satisfaction and resolved product defects through writing reports to QA/Engineering, back up and worked with TAM for major accounts or P1 issues.
• Validated and reviewed configurations with customers to diagnose the system readiness and performance.
• Demonstrated excellent people and troubleshooting skills for 1,000 service calls and customized sample codes with COM APIs.
• Supported integrated document management system, imaging and workflow within various International/ Application Integrity/ developer support groups in conjunction with escalation managers.
• Made a substantial contribution to the new European Support Center in Dublin, Ireland for three non-consecutive months.
• Provided first or second level technical application support for assigned software products by phone, email and with remote web support tools.
• Handled customer-relation problems promptly and appropriately, and escalated issues according to established procedures through team leads.
• Worked with technical account managers, and provided a high level of customer service by clarifying customer needs and ensuring that they were met according to Customer's service level agreement.

Confidential

Service Engineer

• Administered Returned Merchandise Authorization RMA coordinated with accounting when the products were returned for credit.
• Evaluated and tested PC board SIMM memory and various PC card products: Modem, Flash memory, DRAM, Ethernet/10BaseT network and SCSI card.
• Streamlined post-sale support operations and shortened service turnaround.
• Delivered and arranged shipment for repaired products, ensuring that they were met according to Customer's service level agreement.

Confidential

Production Coordinator

• Assessed and ensured data communication with Procomm between corporate headquarters and 12 regional warehouses to keep inventory information current.
• Executed Material Requirement Planning MRP systems on the PICK UNIX to achieve inventory controls.
• Participated in the steel wheel assembly line establishment and daily operations issued work and purchased orders.
• Effectively delegated incoming work orders to the manufacture shop floor via lead man.
• Compiled and adjusted shop workers' time cards with workshop supervisors to ensure accurate payroll results.