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SUMMARY:

Experienced professional with proven success in customer service, operations, and technical support environments. Demonstrated ability in collaborating across - functional teams, and finding resolutions to customer production escalations. Military veteran with demonstrated skills in developing and implementing processes and procedures that enhance business efficiencies. Extensive knowledge and experience supporting JAVA/J2EE, C, C++ applications, UNIX/Solaris systems, Linux, Oracle, Networking, Client/Server, Internet/Web, Windows, MySQL, DB2, Hadoop, Data Warehouse, Sybase eco systems. Over Ten years supporting Real-Time transactional databases and systems.

CORE COMPETENCIES:

• Strong Production escalation management experience
• Strong Level 3 application support experience.
• Team Lead and management experience
• Cloud-based SaaS/PaaS Software and Infrastructure Support Experience
• Strong Organizational Skills
• Client Feedback Management
• Real-Time transactional system support experience
• Quality Assurance and Testing
• Process Improvements
• Problem Resolution/Troubleshooting
• Exceeding Service Level Agreements
• End User Training and Support
• Staff Training and Development
• Software and Application Support
• Client Relationship Management
• Full Life Cycle Project Management
• Team Building and Leadership
• Communication and Collaboration

TECHNICAL SKILLS:

Hadoop, Data Warehousing, C/C++, Shell Script/PHP/HTML/Perl Script Programming, Sybase, SQL, COBOL, RPG, Assembler, Basic Programming, Oracle9i Architecture and Administration Tools, Oracle9i Database Structures, Oracle9i Database and Instance Management, Microsoft Office 2000 Advanced Project, IBM AIX 5.2/IBM DB2 Administration, MySQL/CISAM Database, NCR UNIX 3.00, 3.01, 3.02 OS/Oracle8 Database/Solaris Network/SunOS BSD/Windows3.x/DOS/Unix System Administration, Windows 95/98/Windows NT 4.0 Core/OS/2 Warp/Solaris Support and Administration, SUN/OS Workshop, Ethernet Protocol, TCPIP, IPX, SPX, FDDI, Token Ring, LAN, WAN, Cisco Route, HUBS, IBM Tivoli Monitoring Software Tool.

PROFESSIONAL EXPERIENCE:

Confidential, Mountain View, CA

Technical Software Application Support Manager

Responsibilities:

• Managed and led frontline support team, that responded to internal and external customer production issues and questions.
• Investigated and resolved complex Confidential ’s Flagship Photoregister cloud application production issues.
• Troubleshot front-end application bugs and analyzed server logs for proper error messages to help identify backend issues.
• Prepared and distributed weekly and monthly case reports to senior leadership.
• Guaranteed customer service excellence and response times by tracking support conversations and ensuring all issues are quickly and completely resolved.
• Triage Production escalation tickets to engineering and incorporated responses in new process or training.
• Studied support tickets for accuracy. Monitored and identified frequently occurring, high impacting support issues, and file bug and feature requests if necessary. Mentored junior support engineers.
• Developer console/Firebug for troubleshooting browser issues
• Linux/Unix commands for searching and monitoring log files
• SQL queries for researching and deep diving into database
• JIRA/Confluence for case tracking and documentations
• Salesforce CRM for case tracking and reporting
• Postman for API troubleshooting
• Led Confidential Technical Support Team that met and exceeded client Confidential .
• Maintained and updated support knowledgebase and support HTML FAQ/HELP pages.
• Served as player-coach to technical support engineers furnishing great support and achieve professional goals.
• PCI Security Standards for IT and Back Office Certificate.

Confidential, Mountain View, CA

Technical Services Manager

Responsibilities:

• Oversaw product quality programs including bug eradication strategies and product improvement proposals to enhance Confidential Recruiter platform for the benefit of our members.
• Devised and disseminated weekly product bug status report to management.
• Collaborated across functional teams to resolve Recruiter platform complex technical production issues.
• Supported Confidential JAVA/J2EE, AngularJS, and JavaScript applications
• Developer console/Firebug for troubleshooting browser issues
• Linux/Unix commands for searching and monitoring log files
• SQL queries for researching and deep diving into database
• JIRA/Confluence for case tracking and documentations
• Salesforce CRM for case tracking and reporting
• Created and maintained reports decreasing case response time for Tier 2 Team.
• Improved recruiter and premium InMail usage and product quality by analyzing Big Data.
• Implemented bug eradication process reducing production bugs by more than 80%.

Confidential

Lead Technical Support Application Specialist

Responsibilities:

• Helped enterprise, premium, and non-premium members with specialized technical products and applications including Confidential Flagship Product Recruiter, applications, tools, widgets, and mobile support.
• Collaborated with organization-wide staff and managers to resolve escalated production technical issues.
• Utilized Hadoop, Teradata, Oracle, server logs and browser developer dashboards to analyze and repair production issues prior to triaging with development teams.
• Used JIRA for ticket management.
• Developer console/Firebug for troubleshooting browser issues
• Linux/Unix commands for searching and monitoring log files
• SQL queries for researching and deep diving into database
• JIRA/Confluence for case tracking and documentations
• Salesforce CRM for case tracking and reporting
• Constructed JIRA dashboard to help support and engineering teams monitor and manage production bugs.
• Initiated weekly bug review meetings with engineering team.
• Managed inaugural Recruiter Platform Bug Fest where over 48 hours recruiter platform engineers worked to reduce recruiter platform production bugs by more than 80%.

Confidential, San Mateo, CA

Senior Customer/Technical Support Engineer

Responsibilities:

• Supported technical aspects of installed base of large fast-paced, SaaS70 compliant Cloud-computing distributed multi-platform (Unix, Sun, Windows, Linux, Clarify, NSP, F5, Oracle, MYSQL, SQL, J2EE, Java, Weblogic, iPlanet, Internet) enterprise web-based applications within United States and Canada.
• Troubleshot, sustained, and assisted complex web applications for thousands of domestic users.
• Monitored and analyzed system using Big Brother software to uncover issues with system hardware, software, and network connectivity.
• Trained technical support team. Developed and preserved shell scripts in Unix/Linux environment.
• Designed and sustained PHP scripts for customer sport web site.
• Worked with appropriate leadership and additional teams to execute updates.
• Responded to initial level customer support calls and escalated to second and third levels as needed.
• Investigated and resolve web applications within J2EE / Web 2.0 environment.
• Released new codes to customer production environments.
• Met and exceeded client Confidential .
• Created, maintained, and revised production BASH scripts.
• Served as player-coach to team of technical support engineers.
• Developer console/Firebug for troubleshooting browser issues
• Linux/Unix commands for searching and monitoring log files
• SQL queries for researching and deep diving into database
• Used SPLUNK to monitor system and application health
• Used Confidential tool to debug and troubleshoot JAVA process issues