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Senior Tier 2-3 Technical Support Engineer Resume

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San Antonio, TX

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SUMMARY:

An accomplished IT professional with over twelve years of experience and a proven blend of leadership, communication, and technical skills. Demonstrated ability to create effective relationships with employees at all levels of the organization to establish vision, direction and to achieve business results. Self - motivated, organized, fast and willing learner. Eager for new challenges and opportunities to use knowledge and skills to contribute to the success of an organization.

SKILL:

Windows, UNIX, MVS, Linux, VMs, Windows Server 2008 TCP/IP, SMTP, POP, SSL, 802.11, SSH, Telnet, IMAP, HTTP/HTTPS, LDAP APEX Oracle, MySQL, MS SQL Server Apache, LAMP, IIS IBM/RACF, AS/400, Active Directory, Antivirus Software PC Anywhere, Remote Desktop, VNC, OpenVPN, SoftEther VMPlayer, VirtualBox, VMWare Workstation, VMWare vSphere ESXi 5/6

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Senior Tier 2-3 Technical Support Engineer

Responsibilities:

  • Utilized knowledge of the customer environment, delivering timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
  • Worked with development team to understand future releases and ensure support team was trained and prepared for product rollout.
  • Efficiently analyzed and debugged incidents, identifying the technical solution required to fix the issue, and clarified this to customers.

Confidential, San Antonio, TX

Linux System Administrator

Responsibilities:

  • Provided troubleshooting of system services such as Apache, SMTP, POP, IMAP, HW, and RHN.
  • Assisted with user and group administration by processing user add and deletes and updating passwords.
  • Exercised judgment in decision-making in order to routinely deliver "Fanatical" customer support to account managers, customer and other departments.

Confidential, Austin, TX

Systems Security Engineer

Responsibilities:

  • Provided support to IS developers, other support teams, store and corporate users by addressing and researching questions and issues related to the application architecture and framework in production and QA.
  • Created LDAP security groups in corporate and store environment through HD Portal and Ibridge.
  • Supported the WASADMIN in the WebSphere environment by bouncing and troubleshooting the web services applications and server boxes.
  • Worked with various shell script queries for acquiring and setting up associate LDAP profiles in the mainframe database and pushed to the store and corporate systems.

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