Summary

• Offer over 17 years of technical experience encompassing customer support, system and network administration, hardware/software installation and configurations, migrations, upgrades, and IT security/intrusion prevention.
• Highly skilled at database performance tuning and optimization, and proficient with technologies such as SQL Server, Oracle, DB2, Microsoft Visual Studio, WebSphere, IIS, Perl and Visual Basic.
• Adept at troubleshooting, diagnosing, and resolving challenging technical errors and issues.
• Possess an exceptional blend of analytical, interpersonal, and customer relations expertise.
• Proven skills in onsite and remote problem analysis, and efficiently and appropriately responding to user requests and problems.
• Extensive experience supporting client/server and web-based applications in mission-critical environments.
• Exemplary talents in workload planning, report generation, and personnel training and management.

Professional Experience

Confidential

Software Engineer

• Performed advanced issue analysis and resolution by recreating customer environments on Windows, AIX and Solaris environments, debugging VB and Perl scripts, and rectifying complex product integration issues between products such as ClearQuest, ClearCase, ReqPro, Jazz and OSLC.
• Installed, administered and troubleshot ClearQuest on Windows thick client, Eclipse client and WebSphere.
• Identified data integrity issues relating to multi-site and integration issues, provided SQL scripts to resolve issues with DB2, Oracle and SQL Server, and documented defect and root cause for developers.
• Prepared and delivered staff training in scripting, relational database, and Kepner-Tregoe.

Confidential

Senior Technical Support Engineer

• Delivered high-quality technical support and created custom reports for customers as needed.
• Investigated and swiftly resolved complex data integrity issues on Access, Oracle and SQL Server.
• Generated data files to seamlessly integrate census data into company's mapping software.
• Resourcefully developed application in Microsoft Access to track customer calls.
• Participated in VB programming and created scripts to extract information from census data files.
• Actively supported Sales team by ensuring flawless product demonstrations to customers.

Confidential

Technical Support Manager

• Interviewed and hired team of nine to provide 24x7 technical support.
• Applied dynamic leadership talents toward delegating projects, controlling department budget, purchasing training materials and equipment, and administering staff performance evaluations.
• Led efforts during first three months in role to markedly elevate customer satisfaction.
• Project-managed hardware and software conversions to optimize productivity and performance. Continued

Confidential

• Generated monthly online reports in Access and Crystal Reports for management and customers.
• Prepared, analyzed and presented weekly support statistics at management meetings.
• Championed cross-departmental training among technical support, QA and development, and prepared training documentation.
• Expertly maintained NT 4.0, Windows 2000 Advanced and Sun Solaris 8.0 servers.
• Scheduled, implemented, tested and documented each Polaris software release.

Confidential

Senior Technical Support Engineer

• Continuously streamlined department operations by defining work priorities, delegating staff assignments, and providing timely support for Oracle 8i and SQL Server 7.0.database performance issues.
• Exercised sharp technical acumen to identify, diagnose and resolve challenging software issues.
• Recommended improvements to development and QA regarding new software releases.
• Played an integral role in formulating effective reporting system for management.
• Designed and introduced online knowledge base for staff and customers to view articles.
• Traveled to customer sites to install new systems and perform upgrades as required.
• Actively contributed to efficient transfer of critical data from Magic to Siebel CRM system.

Confidential

Senior Technical Support Engineer

• Provided high-level support for multi-tier medical data mining application server, Oracle 8 and SQL Server 7.0 databases, and RDBMS on Windows and Sun Solaris platforms.
• Reviewed, tested and validated user documentation prepared by technical writing staff.
• Created SQL scripts for customers to identify data integrity issues and extract data for custom reports.
• Initiated and facilitated training for other support and QA engineers to optimize team cohesiveness, accountability, job competency and quality assurance.
• Significantly accelerated helpdesk operations by constructing flowcharts and diagrams to illustrate logical sequence of troubleshooting steps.

Confidential

Support Engineer

• Aided and guided customers with Microsoft Access, Visual Basic, Microsoft Small Business Server, RAS, and networking technologies, and appointed as technical lead for issues involving IIS.
• Supported customer with installation and configuration of DNS, DHCP and WINS protocols.
• Developed and provided training in Microsoft SQL Server and writing SQL scripts.
• Promoted to instructor and tasked with training and coaching new hires in Microsoft Access.
• Presented with Peer-To-Peer Award on two occasions for successfully assisting and training other support engineers, and won multiple customer service awards.