Product Support Engineer Resume Profile

CAREER OBJECTIVE

To obtain a challenging position which utilizes my technical, creative, and interpersonal skills

EXPERIENCE

Principal Consultant / Independent Contractor

Confidential

Created, tested, and extended:

automation scripts for installing BMC Patrol across AMEX servers
custom Patrol Knowledge Modules KM for monitoring Network, JAVA, and MQ
automation to build out virtual Patrol Agents for monitoring clustered Websphere
KM to autodetect/monitor Clustered Websphere Application cells and restart when needed
KM to extract Websphere configuration values, calculate usages, and forward to Splunk GUI
gzip history propagation process for reducing network traffic and load on agents
data transform process for loading patrol metrics into amex custom monitoring GUI.
Implemented, regression tested, validated and documented the above. Knowledge transfer to FTEs.

Lead Technical Marketing Consultant

Confidential

Provided consulting and technical training to global sales and sales engineering SE organizations. Responsible for designing, building, and maintaining the BSM end-to-end integrated demonstration environment showcasing BMC solutions in a storefront application system. This environment was used for external sales and industry analyst demos, proof of concept delivery, and internal training. Created click-thru ppts, video recordings of demos, deep dive L3 customer presentations, and presented new product release IUR beta training to SEs.
Liaised between SEs and Business Unit on product defects and feature function requests. Conducted monthly SE forums.
Considered go-to expert for BMC ProactiveNet Performance Management Suite BMC Patrol, BMC Proactivenet, BMC Event Management, BMC Impact Management .

Principal Software Consultant

Confidential

Presents and demonstrates BMC's Patrol ESM/ARM/EAM product lines for distributed systems in support of midwest Sales Representatives. Proposes and strategizes with sales on appropriate product positioning. Responds to RFIs and assists in preparing RFPs and ROIs for product penetration.
Implements trials and pilots at prospective client sites. Installs, configures, and tunes solutions for maximum sales impact. Writes customized scripts where product enhancements are requested. Provides single point of technical support for pre-sales questions and issues.
Acts as liaison for post-sales critical situations where product failures dictate onsite consulting support. Works with appropriate levels of the support organization to log, track, and resolve product deficiencies.
Provides technical feedback on new product offerings and existing product enhancements to Product Marketing and Development.

Senior Technical Product Support Specialist

Confidential

Provided technical support to clients in the use, configuration, and management of the Emtek Healthcare
Information System. Problem solving involved troubleshooting the UNIX OS, TCP/IP networks,
NIS/NFS, and code level debugging of the Emtek product. Wrote several programs in support of the
Client Support organization.
Performed Sybase DBA duties for multiple sites in support of Emtek's DSS product. Activities
included installation, maintenance, and trouble shooting Sybase SQL Server 4.9/10.x/11.x.
Maintained DSS schema and provided audits and performance enhancements where needed.
Additionally, provided technical account management for seven assigned hospitals. Managed site calls from inception to resolution delivery, acted as a liaison between clients, account executives, project managers, and internal departments.

Software Sales Engineer

Confidential

Presented to potential clients the technical aspects of partial or total replacement of mainframe
system/CICS architecture with UNIX/UniKix solution. Prepared, demonstrated, and benchmarked
proofs of UniKix product concept in support of western sales team. Configured and estimated
hardware cost on HP9000 servers for department and corporate sized systems.
Designed and coded PSL for the UniKix knowledge module in partnership with BMC Patrol. This interface
provided monitoring of UniKix system resources, and a GUI front-end for launching common UniKix
utilities.

Customer/Product Support Engineer

Confidential

Obtained case descriptions through interaction with customers, duplicated COBOL/CICS/BMS/VSAM/
Sybase/Informix scenarios, debugged and isolated problem code, and provided code patches or alternative
solutions in support of over 200 customer installations.
Designed, coded, and enhanced CICS functionality in the UniKix product line. Wrote site specific
utilities in C, shell script, UNIX utilities, Perl, and Tcl/Tk in support of migration and product support
efforts.
Installed, configured, and tuned UNIX, UniKix, and third party products at customer sites. Trained
clients on UNIX/UniKix architecture and functionality.

Consultant/Programmer

Confidential

Ascertained requirements, designed, coded and implemented an interactive problem reporting system
for the University Computing Services utilizing COBOL/CICS/BMS/VSAM.