We provide IT Staff Augmentation Services!

Principal Technical Support Engineer Resume

SUMMARY:

Seeking a Challenging Position with a Service Oriented Organization that will benefit from my Technical, Administrative, and Communicative Skills through full SDLC & PM.

EXPERIENCE:

Confidential

Principal Technical Support Engineer

Responsibilities:

  • Supporting customers on multiple products performing web sessions as needed.
  • Perform internal test cases in an attempt to replicate reported problems.
  • Engage with product development to log bugs / enhancements as needed. Some have been integrated in E - Business Suite used to date.
  • Development/Publication of content for How To and Problem Resolution.
  • Train engineers on creating customer visible content.
  • Content management for global team. (Publication, remark processing, broken links, health)
  • Provide recommendations to senior management on improving business processes.
  • Supported Hosted / Cloud customers.
  • New product testing for feedback prior to release.
  • Train / Mentor Colleges Globally

Principal Technical Support Engineer

Confidential, NC

Responsibilities:

  • Management / Development of Social Media Communities
  • Product Root Cause Analysis for Developing Enhanced Products
  • HTML / PL/SQL Diagnostic Script Development & Marketing
  • Content Management, Development, Maintenance, & Delivery for Global Customer Consumption
  • Java Script development within HTML content for linksets using Dreamweaver.
  • Development/Distribution of Global Product Support Newsletters & Advisor Webcasts
  • Collaborate with Senior Management on Project Development.

Senior Support Engineer

Confidential

Responsibilities:

  • Experienced with PM working independently as well as directing global teams to meet business requirements including full SDLC.
  • Primary objective is to develop Oracle Applications enhancements to automate the use of products, thus gain increased customer acceptance with simplified processes towards delivering increased revenue.
  • Managed and taught a global team developing technical solutions for global support and customers using MS Visio.
  • Develop, Provide, and Maintain Technical Support References for Global Support and Clientele.
  • Studying and analyzing internal behaviors towards improving global operational processes reducing time, simplifying, and requiring less costs to exercise them.
  • Analysis lead, which entails analyzing customer data towards developing simplified enhancements of the products including training employees on the process.
  • Content lead, which includes creating and teaching how to Produce Quality Technical References for Global Support and Clientele including training employees on the process. Portal web maintenance for active team.
  • Experienced on supporting customers for Application Custom Development, System Administration, Concurrent Processing, Printing, Reports, Workflow, MS Visio, MS Project, Hosted Environments.

Technical Analyst

Confidential

Responsibilities:

  • Position in which provides world wide support for all Application Object Library / Install issues.
  • Experienced with Oracle Applications System Administration, concurrent processing, printing, reports.
  • Working knowledge of: Oracle Applications and associated tools.

Confidential, Kissimmee, FL

Senior Analyst

Responsibilities:

  • Position that entails project management, system implementation, providing training, user support, and maintenance of AIX applications on a Risc 6000 platform.
  • Applications knowledge of Crystal Reports, MS Visual Studio 97 and MS Office 97.
  • Experienced in Informix / SQL Report Development.
  • Developed a sample program in Visual Basic and an Access database for use of the County Attorney.

Senior P/C Specialist

Confidential

Responsibilities:

  • Project management, which includes the responsibility of coordinating Helpdesk projects with system, network, application, and operations personnel.
  • Handled on call responsibilities, managerial decision - making and exceptional organizational skills.
  • Responsible for purchasing and installation of hardware and software, resolving related problems, procedure maintenance and implementation, employee training on hardware and software.
  • Developed working knowledge of: Novell, Unix, Windows 3.x, 95 & Workgroups, OS/2, Crystal Reports, MS Access, WordPerfect 6.1, Quattro Pro 6.0, GroupWise E-mail, and multiple DOS and Windows applications, MS Office 95, troubleshooting LAN & WAN countywide, Macintosh.
  • Achievements include: Developing productive database programs and maintained cost effective system upgrades.

P/C Workstation Specialist

Confidential

Responsibilities:

  • Purchased and installed hardware and software, resolved related problems and conducted employee training on hardware and software.
  • Gained working knowledge of: Novell, WP 6.1, Quattro Pro 6.0, and multiple DOS & Windows applications.
  • Employee of the month over six constitutional offices and development a HelpDesk Standards & Procedures Manual.

Senior Computer Operator

Confidential

Responsibilities:

  • Supervisory position of a six - person operations staff.
  • Coordinated operations projects with system and application personnel.
  • Handled user requests, problems, and managed all aspects of the operations environment, and maintenance and implementation of procedures.
  • On call responsibilities, managerial decision making and exceptional organizational skills.
  • Working knowledge of VM, VTAM, VSE, JCL, REXX, CICS.
  • Achievements include: Employee of the month for the Board of County Commissioners.

Hire Now