Application Support Technician Resume Englewood, CO - Hire IT People

SUMMARY:

10 Years experience supporting technical operations
5 years experience working in Cable industry
4 years experience working with online communities/social networking
4 years experience working in Agile environment
Extensive experience working within a team
Impeccable work ethic
Excellent interpersonal and communication skills
Established organization and self - management skills
Vital, technically inclined troubleshooting mind-set

TECHNICAL SKILLS:

OS: Red Hat Enterprise Linux, Windows, Mac OS

Software: Rally, Confluence, KenCast Fazzt, Command-line LINUX, MySQL, SQL Commander, WinCVS, AltovaXML Spy, numerous trouble ticket tracking softwares, Microsoft Office applications, and various web browsers

Languages: UNIX/LINUX and XML with exposure to perl, mysql

WORK EXPERIENCE:

Confidential, Englewood, CO

Application Support Technician

Responsibilities:

Received trouble-tickets from Tier 1 support for debugging beyond UI level
Provided valid workarounds to internal customers when available
Summarized and escalated defects to Development teams
Captured ongoing issues and trends based on monthly KPI metrics reporting for development teams to address as user stories in Agile sprints
Worked with Operations lead to create and document process run-books for dispatch communications in cases of outages or impairments
Access request fulfillment (administering application roles for internal customers)

Confidential, Centennial, CO

Validation Engineer

Responsibilities:

Minimized project costs through extensive in-house scavenging of required hardware.
Organized central repository of project documentation while ensuring all “living” documentation remains up-to-date.
Grew team knowledge base from scratch as main contributing technical writer .
Tracking of status/progress/blockers regarding team user stories and their supporting tasks through use of Rally Agile software.

Confidential, Burbank, CA

Support Engineer

Responsibilities:

Contributed as generalist supporting Internet Publisher/Advertiser marketplace platforms.
Worked towards subject matter expertise in system health monitoring.
Learned network of “ who ’ s who ” across departments within large-scale organization -essential in escalations and in providing updates and communication channeling.
Gained familiarity of wide array of support tools used to gain account managers a competitive edge with their marketplace campaigns.
Maintained effective use of various command-line interface tools essential in log-mining.
Lead daily global hand-off call to team counterparts located in Asia region.
Gained further familiarity of scripting in perl.

Confidential, Hollywood, CA

Service and Support Specialist

Responsibilities:

Performed as primary engineer for national upgrade project, transitioning key client from proprietary solution to ADI solution, compliant with industry standards.
Performed as implementation support for nationwide upgrade of hardware/software used in Video on Demand solution, in coordination with multiple service vendors.
Performed as project lead for enterprise-scale deployment launches extending clients national footprint.
Gained heavy exposure to UNIX environment through the editing of XML metadata and administering of local and remote production system servers.
Gained familiarity with CableLab 1.1 specification standards.
Became oriented with TCP/IP networking for use in (unicast and multicast) delivery of digital assets while supporting network administration and firewall management groups.
Authored numerous technical/functional, testing, and workflow documents.
Led numerous trainings and product overviews using various forums of presentation.
Created knowledge base for commonly encountered issues and regular tasks.

Confidential, Beverly Hills, CA

Quality Assurance Verification Engineer

Responsibilities:

Performed as test lead for website features and administration tools.
Optimized efficiency in automated customer feedback handling, accounting for 1/3 less load on application and substantial increase in accuracy using regular expressions for advanced mail filtering.
Authored and managed all documentation throughout process from testing strategy to “ Smoke Test ” checklists and matrices.
Managed daily monitoring of e-marketing campaign ensuring accurate and timely delivery.
Researched new testing and test tool enhancements.
Provided QA department with up to date customer feedback.

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Application Support Technician Resume

Englewood, CO

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