Software Application Engineer Resume

SUMMARY:

Multifaceted technical career with 15 - year track record of innovation and successTechnically sophisticated support engineer with a solid history of delivering advanced technical support and developing new application features, credited with achieving high standards of quality and operational excellence.
Recognized for exceptional problem solving abilities.
Skilled mentor, team player, and project leader; able to direct and complete multiple tasks effectively and readily master innovative software and tools.
Project Management Software Design & Development Team Leadership System Installation & Migrations
User Technical Support Client/User Relations Documentation Troubleshooting & Issue Resolution

TECHNICAL PROFICIENCIES:

Operating Systems: Windows 95, 98, Me, NT, 2000, XP, Vista, Windows 7, Windows 8, Windows 10. Macintosh OS X, Unix/Linux

Remote Connectivity: PC Anywhere, LogMeIn, Citrix, VNC, Cisco VPN/AnyConnect

Databases: MS SQL, PostgreSQL, and MS Access

Industrial Automation: Proficy HMI/SCADA iFIX

Software: Microsoft Office Programs, Microsoft Internet Explorer, Mozilla Firefox, Chrome, Lotus Notes, WebEx and GoToMeeting, SharePoint and SalesForce, FilleZilla and WinSCP, SharePoint, Remedy, Track-It, Kayako Support Suite, HelpSpot, BugZilla, FogBugz, Test Track Pro, MS FrontPage, Dream Weaver, PXE and Norton Ghost, Adobe Photoshop, Adobe Audition, Sony ACID Pro, SoundForge Pro, Sony Vegas Pro

Hardware: Avaya digital and VoIP telephones, Mitsubishi and Cannon Projectors, HP, Lexmark, and Xerox Printers

PROFESSIONAL EXPERIENCE:

Software Application Engineer

Confidential

Technical Scope: Confidential Kaye LabWatch Pro, Proficy HMI/SCADA iFIX, Win 911/411, SyTech xlReporter, Windows Server 2012/2012r2

Responsibilities:

Expanded software functionality, fixed bugs, and ensured regulatory compliance by developing and writing new VBA code.
Enhanced reporting and trend development as lead developer of report generation software, serving as subject matter expert for the Excel, VBA, and SQL driven tool that creates reports from secure encrypted files.
Improved 24/7 customer support by 33% through the swift delivery of troubleshooting expertise and resolution of software and hardware issues.
Facilitated customer validation by developing effective and efficient factory acceptance tests, installation qualifications, and operation qualifications.

Business Reporting Analyst

Confidential

Technical Scope: SQL/Access database, VBA

Responsibilities:

Created reports and graphs that analyzed and presented manufacturing data compiled from database and floor production logs.
Automated report generation function

Technical Support Specialist

Confidential

Technical Scope: Active Directory and 123Together, PXE, MS Office 2010, ChemBioOffice, WinNonLin/Pheonix, E-Workbook, ActiveSync, Avaya digital and VoIP telephones, iPhones and iPads, Android mobile phones and tablets, Blackberry mobile phones

Responsibilities:

Planned and delivered technical and desktop support for 120 users of a biotech company, building and deploying desktops and laptops, assisting with installation and troubleshooting of software, hardware, and office peripherals, and configuring mobile devices.
Assisted with company relocation and expansion including the breakdown/setup of data center, PCs, peripherals, and scientific equipment, and transfer from digital to VoIP phone system.
Developed new technical and end-user documentation on the PC deployment process and instructions on software installation, projector use, email and calendar, VPN, and phone use.

Applications Support Engineer

Confidential

Responsibilities:

Delivered advanced customer support for speech recognition and medical transcription products, applications, and databases, responding to and tracking the resolution of support tickets.
Completed application and server maintenance and diagnostics and generated Pivot Table and VBA Excel reports for customers.
Performed troubleshooting of application interfaces involving electronic medical records to maintain HIPPA compliance and meet international Health Level 7 standards.
Improved issue volume coordination and employee quality assurance with customer tickets by empowering team leaders to perform metrics for upper management.
Ensured customers were upgraded to the most recent versions and patches of our software releases by updating at weekly meetings and distributing QA release schedules.
Reducing false alarms from 45% to 5% by improving efficiency of alert system.
Developed presentation for demonstration at annual user meeting to facilitate customers receiving improved responsiveness from the support department.
Developed and presented reports life cycle presentation to illustrate the report development process and troubleshooting procedures when errors occur to support team members in resolving run time errors.

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