Tier 2 Production Support Engineer Resume Seattle, WA - Hire IT People

OBJECTIVE:

Experienced Product Support Engineer with 10+ years experience supporting a variety of applications and hosted platforms for top tier customers. Recently relocated to the Raleigh - Durham area, and now looking for a more permanent role to establish myself in the area.

TECHNICAL SKILLS:

10+ years experience supporting SAAS platforms
Intermediate Windows and Unix administration
Familiarity with bash scripting and SQL
Incident Management and root cause analysis
Process improvement
Updating technical documentation
Remote access support
Microsoft SharePoint
Atlassian Confluence and Jira
Working within ITIL best practices
Working within medical and financial regulations
Remedy and Salesforce Ticketing Systems

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Production Support Engineer

Responsibilities:

Supporting Borderfree.com, a platform for processing international payments online
Handling escalations from customer care teams
Working with JSON files/MongoDB related to order processing
Investigate issues on back end, within Unix and Oracle SQL
Participating in on-call rotation

Confidential, Seattle, WA

NOC/Varolii Support Lead

Responsibilities:

Participated in on-call rotation as Incident Manager
Represented team in cross-functional meetings for change management and problem management
Worked directly with high-priority accounts to increase visibility
After acquisition by Confidential, worked to help scope needed changes for merging Varolii Support with Confidential NOC
Worked with staff to provide training and coaching when necessary
Worked with the rest of support leadership to coordinate scheduling
Managed on-boarding of new hires, securing access and coordinating training with senior team members
Also covered other tasks covered in previous role as needed

Confidential, Seattle, WA

Production Support Engineer

Responsibilities:

Monitor and support multi-tenant SAAS environment with an enterprise customer base
Investigating issues on Unix application servers using Oracle SQL
Assisted with training of new hires
Reviewed escalations from Tier 1 for quality assurance
Frequently responsible for taking ownership of high severity issues
Interfaced with other internal technical teams as necessary to resolve customer issues
Utilized Microsoft Sharepoint and Confluence Wiki for updating internal knowledge base
Tracked issues internally within Remedy and Jira

Confidential, Bellevue, WA

Product Support Engineer

Responsibilities:

Supported medical imaging device used by radiologists to assist in reading MRI studies
Addressed support questions from hospitals and clinics concerning issues using the application in the field
Worked with Applications teams to help overcome technical issues while they were on site for installation and training
Worked with R&D to scope and execute test plans to certify new releases
Worked in accordance with applicable FDA and ISO regulations
Used a variety of VPN technologies to remotely administer systems
Worked with Production department to help restore systems returned from the field
Contributed to internal knowledge base using the Atlassian Confluence enterprise wiki application
Created a web-based application to help manage support territories using PHP and MySQL
Tracked support cases in Salesforce.com

We provide IT Staff Augmentation Services!

Tier 2 Production Support Engineer Resume

Seattle, WA

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship