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Senior Support Engineer Resume

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Herndon, VA

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SUMMARY:

Extensive experience in customer technical support. Strong analytical skills and creative problem solving complemented by people skills from a retailing background.

AREAS OF EXPERTISE:

  • Troubleshooting
  • Customer Service
  • Process Improvement
  • Tem Leadership

TECHNICAL SKILLS:

Operating Systems: Windows, z/OS, z/VM, TSO, ISPF, DB2

Languages: COBOL, REXX, JCL, SQL

Proficient in: MS Office: Word, Excel, PowerPoint

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Senior Support Engineer

Responsibilities:

  • Participated in Agile teams
  • Supported roughly 80 CA mainframe z/OS “Low Volume Products”. These were software products with very few issues per year. This position put a heavy emphasis on people skills and ability to creatively analyze and troubleshoot issues for products with little familiarity. Also supported z/VM products for backup, job scheduling, operations, and other systems functions.
  • Wrote Knowledge Documents to enable customers to find solutions or procedures on their own.
  • Maintained the Business Continuity (disaster recovery) plan for the region and the schedule for after - hours support for the Low Volume group.

Support Planner

  • As part of the first team of Support Planners, helped define the role at CA. Established procedures that kept Support Engineers informed of new releases.
  • Participated in product development teams. Anticipated and planned for training and staffing to provide technical support for new releases.
  • Made quarterly presentation to upper management on progress and problems.
  • Planned integration of acquired products and support of third party products resold by CA.

Support Manager

  • Established close working relationship with Level 2, QA, and Development.
  • Team consistently exceeded goals for answering phone calls, resolving issues, etc.
  • Acting manager of QA for one year.
  • Personally resolved our more difficult technical issues.

Confidential, CA

Support Engineer

Responsibilities:

  • Team lead for Y2K products.
  • Resolved over 1500 issues.

Confidential

Programmer/Analyst

Responsibilities:

  • As VSAM administrator, modified VSAM nightly backup program to show all termination messages on 1 report instead of 25, and make maintenance of program easier.
  • Liaison between ADP group and other groups within the Office of the Comptroller, and with other offices in the Smithsonian.

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