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Application Support Engineer Resume

Austin, TX

TECHNICAL SKILLS:

Languages: Java EE, Oracle SQL, MySQL, Pl/Sql, Shell scripting, Javascript, HTML, CSS, Python, Perl, C#, Visual Basic

Technologies/Tools: Linux, Atlassian (Jira, Confluence), Tomcat, Jenkins, VS Code, Eclipse, Selenium, Postman, Office 365

Frameworks: Spring, Hibernate, Bootstrap, Angular, Node.js, SpringBoot, .NET, jQuery

Certs & Methodologies: Scrum Master Certified ( Confidential ), Agile, SDLC, Kanban, Scrumban, DevOps, DevSecOps, SysOps

EXPERIENCE

Confidential, Austin, TX

Application Support Engineer

Responsibilities:

  • Triage client issues that have been escalated through a multi - tiered call center
  • Troubleshoot and identify bugs in back-end and front-end solutions for clients
  • Create MySQL queries for production hotfixes for clients
  • Document thorough reproduction steps for recurring issues
  • Analyze Splunk logs to provide root cause analysis for high profile issues

Confidential, Fort Worth, TX

Software Developer Analyst

Responsibilities:

  • Research customer reported defects to identify root cause in our flagship SaaS application
  • Work closely with customer IT to implement software upgrades for small to large pharmacy chains
  • Collaborate with DBAs, QAs, development team and support team members to resolve mission-critical production issues
  • Enforced and enabled TLS 1.2 compliance for communication between EPS and outside vendors
  • Serve as main escalation point during after hours (part of an on-call rotation with other L3 representatives)
  • Troubleshoot and debug codebase which consists of over 2,000,000 lines of code
  • Advocate for customer high priority issues during daily internal review committee meetings
  • Help maintain, update and create new knowledge base articles (KBAs)
  • Participate in demos on behalf of stakeholders to ensure acceptance criteria are met

Confidential, Fort Worth, TX

Support Representative

Responsibilities:

  • Support end users which included pharmacy technicians and pharmacists with questions and concerns with the Confidential Classic pharmacy software
  • Created shell scripts to help automated processes used on a daily basis
  • Manage customer relations with specific customer accounts by acting as the liaison between the pharmacy IT team and support
  • Identify defects within the application as reported by end users

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