Team Lead Resume

SUMMARY

Highly accomplished Technical Support Professional with 19 years’ experience in troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures. Comprehensive knowledge of Apache Hadoop ecosystem. Superior communication oral and written, customer service and interpersonal skills. Ability to multi - task and prioritize effectively.

AREAS OF EXPERTISE

TECHNICAL SKILLS

Big Data Ecosystems: (Hadoop (CDH and HDP), Yarn, MapReduce, HDFS, Spark)

Technology: (High availability, Mass Parallel Processing architecture, VMware, Docker)

Languages: (SQL, Python, Scripting, Scala, R, Regex)

Database: (Netezza, MySQL, PostgreSQL)

Confidential: (Linux, Windows, Mac OS)

PROFESSIONAL EXPERIENCE

Confidential

Team Lead

Responsibilities:

Assisted to draft and approve the first escalaltion process that would serve soon-to-be multiple billion company.
Listened to the customers’ concern to discern unresolved issues on missing feature and applied workaround until the product officially supported it.
Managed customer expectation by working closely with the end-user, in-house Customer Facing Data Sci and Account Executive.
Traveled globally to provide mentor and training to Customer Success engineers.
Participated and collaborated in peer mentor team meeting to provide feedback on the development plan.

Field Support Engineer

Team Lead

Responsibilities:

Onsite delivered and installed the first Confidential for Hadoop version at one of French largest banks.
Secured territory resellers’ support from Japan and Hong Kong on early Hadoop product line adoption with courtesy visits them and provides 2-3 days onsite technical focused training.
Served as the primary technical escalaltion point contact on ALL standard/customized Confidential for Linux (docker version) and Confidential for Hadoop.
Provided technical support in sales call, technical solution presentation and assisted Account Executive with managing the deal cycle.

Confidential, SAN MATEO CA

Senior Technical Support Engineer

Responsibilities:

Facilitated troubleshooting on customers’ Hadoop cluster to prevent Confidential software issue MRv1/MRv2 jobs.
Developed a trust advisor to customer by providing recommendation on Hadoop’s configuration to address job’s performance and out of memory.
Installed and configured CDH, HDP and MapR clusters to simulate customer’s environment to troubleshot job failure, performance.
Successfully delivered assistance to our field service and customers in the different time zone.

Confidential

Netezza Integration Engineer

Responsibilities:

Drove service improvements with successful initiation and implementation of first extract, transform, and load (ETL) process; using Business Objects (BO) and open source Pentaho to enable accurate day-to-day business decisioning.
Increased cost effectiveness by facilitating and through utilization of VMware to maximize infrastructure efficiency and server consolidation.
Actively played key role in improving ticketing system to support speedy resolution of customer issues during rapid company growth.
Ensured customer satisfaction, promptly addressing and resolving all service issues. Tracked metrics and analyze reports to drive service improvements.