PROFESSIONAL SUMMARY:

• Software professional with 21 years of experience in supporting enterprise applications of products in areas unified technology, telephony, web portal and security.
• Comprehensive knowledge and technical expertise in server - client solutions, object oriented applications, and relational databases for the enterprise business; OSS, SaaS, J2EE, B2B, Datacenter and Contact Center.
• Solid knowledge of computer and network architecture includes experience working with Microsoft, MAC, Unix and Linux operating systems. Work well independently, or in a team setting providing all facets of application support such as troubleshooting, installations, and maintenance.
• Demonstrated leadership skills, and focused content on customer relations and satisfaction.
• As evidenced by my work experience, I have strong versatility as it pertains to various job responsibilities with proven skills.
• Self-motivated and the ability to acquire technical knowledge and skills rapidly.
• Strong analytical skills including troubleshooting and research.
• Innovative problem solver, able to see the business and technical sides of a problem.
• Excellent verbal and written communications skills.
• Engineer with experience in customer facing roles.

SKILL:

Computer Systems: Microsoft OCS 2007 R2, Microsoft Windows 2000/2003/2008 R2/2010/2013, Windows 7/8, Windows NT/XP, MAC OS X 10.6, VMWare, IBM 3081 VM/CMS, VAX VMS, UNIX, Cluster/SUN OS/ULTRIX, RHEL 5/6/7, CentOS 6/7, SUSE 11/12, Ubuntu, Oracle Linux, Solaris 7/8/9, SCO 3.2v4.2/SCO5, HP LX Pentium, DG Aviion.

Web Service: Microsoft IIS, Apache Web Portal, J2EE, JAVA, JavaScript, JRocket, Solr.

Telephony: VoIP/SIP, IP Gateway, T1, ISDN, Aspect ACD, Nortel, Avaya, Asterisk, Spectrum.

Databases: PostgreSQL 9.2/9.4, Sybase 12.5 ASE, Sybase 15, MS SQL Server 2005/2008, Sybase OCS, Oracle 10g, MySQL, ODBC.

Computer Languages: VAX/Turbo Pascal, C, C++, C#, Modula-2, Assembly, Lisp, COBOL, SQL, UNIX Scripting, Perl, XML, VXML, Java.

Foreign Languages: Fluent Portuguese, French.

WORK EXPERIENCE:

Confidential, Burlington, MA

Senior Technical Support Engineer

Responsibilities:

• Provide senior level technical support for customers who utilize the Black Duck products for their OSS (Open Source Software) initiatives and compliance.
• Applications include Protex, Export, Code Center, Code Sight and Hub products running on Linux platforms; RHEL, CentOS, SUSE and Microsoft Windows 2008 R 2/2010/2012. Systems product solutions include: Scanning, Code Matching, Component identification, BOM (Bill of Materials), Knowledge Base (OSS projects), Solr Search Index, Application Tools (Java based), SDK API, REST, Github and Plugin Integrations (SCM).
• Worked in a team orientated and customer dedicated atmosphere.
• Worked in a fast paced environment supporting 150 customers.
• Responsible for critical issue resolutions as defined by Service Level Agreements.
• Maintain and achieve a high NPS score.
• Provide leadership and mentoring to a team consisting of 7 engineers.
• Assist customers with the upgrades and installs of product releases.
• Assist customers with product implementation and configuration.
• Worked collaboratively with Implementation and SCM team members on customer projects.
• Worked collaboratively with Development on defects.
• Creation and tracking of case requests in Salesforce and JIRA systems.
• Created article solutions and contribute to the Customer Success Support portal.
• Acted as the dedicated Code Sight product expert for customer Yahoo
• Built and managed TFS Windows server for Code Sight test cases
• Built and managed a Open LDAP server environment

Application Layers:

• Apache Tomcat Web Service, Spring Framework and Hibernate sub-components
• PostgreSQL Database Server
• Jenkins, SonarQube and TFS plugins
• ALM integration
• VMWare
• Windows Authentication, LDAP/AD

Confidential, Southborough, MA

Product Support Engineer

Responsibilities:

• Working as a contractor/consultant. Provide Level 2 support and service for licensed/subscription customers using the Connected Backup product.
• The position also entails troubleshooting and technical support of the product running on Windows 7, Vista, XP as well as Windows 2003 server platforms and MAC OS X 10.6 (Snow Leopard).
• Responsible for issue resolutions as defined by Service Level Agreements.
• Researching, reproducing and resolving technical issues reported by customers.
• Worked collaboratively with Operations and L3 Support team members on case escalation.
• Install, configure and maintain lab environment Datacenter for backups.
• Creation and tracking of support cases in Clarify system, and HP Service Manager.
• Creation of product solutions in Knowledge Base HP Service Manager.

Confidential, Chelmsford, MA

Senior Technical Support Engineer

Responsibilities:

• Provide senior level technical support for technical teams of focused accounts considered to be Aspects Premiere Clients who utilize the Confidential application for their contact center. Applications include EnsemblePro and Unified IP products running on Microsoft Windows 2000/2003, VMWare.
• Worked in a team orientated and customer dedicated atmosphere.
• Worked in a fast paced environment supporting 250 customers.
• Responsible for critical issue resolutions as defined by Service Level Agreements.
• Provide leadership and mentoring to a team consisting of 8 - 10 engineers.
• Network troubleshooting of TCP/IP and RTP packets using snoop, tcpdump and Wireshark.
• Perform upgrades and code mod installs on multi-server hierarchy for maintenance releases.
• Worked collaboratively with Development on defects and delivering hot fixes from CQ (Clear Quest).
• Creation and tracking of service requests in a CRM product AMDOCS, Clarify system.
• Provide quality assurance of the internal Knowledge Base product, Primus.

Application Layers:

• Microsoft OCS 2007 R2
• Windows Authentication, LDAP/AD
• Gateway Motorola cPCI
• Digital Communication Processor (DCP)
• VoIP/ SIP

Product Support Engineer

Confidential

Responsibilities:

• Service strategic customers at the highest level.
• Performed software updates using Solaris RPM packages for customers.
• Configured and troubleshooting of Sun NIS+ networks (debug and analysis of TCP/IP traces).
• Performed testing and distribution of defects.
• Work with Development on the creation of defects.
• Provide leadership and mentoring to a team consisting of 6 - 8 engineers.
• Provide quality assurance of the internal Knowledge Base product, Primus.
• Maintain and update lab environment.
• Implementation and integration of ALI (Austin Logistics) OnQ call optimizer product.

Confidential, New York, NY

Senior Services Consultant

Responsibilities:

• Create and maintain Confidential ’s proprietary service tools and procedures (Shell, Perl scripts and Web pages).
• Service employee problems and requests originating from their helpdesk, the Remedy system.
• Provide one on one training to the employees.
• Provide software updates to the banks internal SMS group.
• Create monthly status reports of incoming/outgoing faxes.

Confidential, New York, NY

Software Service Consultant

Responsibilities:

• Service customer problems and requests originating from Confidential customer service line.
• Provide high quality packaging of installation kits.
• Provide software updates to customers using shell scripting and install package.
• Create and maintain service tools and procedures.
• Provide technical advice to assist the customer with tailoring the operating environment.
• Provide Client Services and Development groups with feedback on critical or repetitive customer problems and issues.