SOFTWARE SUPPORT ENGINEER/SOFTWARE PRODUCT SPECIALIST Resume

SKILLS:

Database: (Oracle and MSSQL) and Server Maintenance SQL and RDBMS SOAP and XML Back office and POS ( X - Store) Omni-channel ERP and CRM Java, C++, C#, JavaScript, HTML5, CSS3 Troubleshooting and Testing (QA)

PROFESSIONAL EXPERIENCE:

Confidential

SOFTWARE SUPPORT ENGINEER/SOFTWARE PRODUCT SPECIALIST

Responsibilities:

Implementing changes and troubleshooting integration between 3rd party software and Oracle Order Management System (OMS) through review of comprehensive XML logs
Accurately log all details regarding inquiries in internal company database.
Identify, research, prioritize and resolve multiple complex and critical production data and application issue
Research cross channel integration points to identify system issues (Web, POS, etc.).
Perform SQL queries to locate & correct system data integrity issues specific to tables and databases.
Communicate directly with the Services, R&D - Q&A for system change requests & client integrations.
Collaborate in tandem with clients/vendors to proactively diagnose & resolve technical inquiries.
Interact, liaise, & communicate directly with clients via software development life cycle (SDLC)
Serve as point of contact for clients off-hours to provide 24/7 software support assistance.
Inspect, develop, and simulation, functional testing, load and compliance testing using SOAPUI technology
Demonstrate excellent customer service skills for both internal & external clientele.
Provide end user support to business colleagues across the JIRA Software, JIRA Service Desk, Confluence
Work with clients and internal resources to research, diagnose, and resolve issues with Oracle Order Management System
Troubleshoot and resolve technical issues in Oracle Commerce products.

Confidential

SYSTEM SUPPORT SPECIALIST

Responsibilities:

Reported all severe issues to senior level IT team with recommendations.
Manage BJs membership through mainframe and as/400 maintenance
Troubleshoot hardware, software, & network issues in accordance with company protocol.
Provided responsive, direct technical support to team, outside contractors & vendor resources.
Reported severities to VPs & senior management with detailed documentation and recommendations.
Administered additional after-hour support & reconciled major issues via S.O.S ticketing system.
Served as primary point of contact for Clubs, Gas Stations, Home Office & Distribution operations.
Trained & supervised junior team members with PC & desktop application issues.
Managed & directed inbound calls to provide technical assistance to end user.

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