SUMMARY

• Productive and creative IT Professional offering 15+ years of hand - on experience in design, implementation and enhancement of business applications and systems.
• Ability to drive technical aspects for development support of multi-tier enterprise software platforms for customer­facing applications and technologies.
• Rare blend of development and administration understanding of enterprise applications, systems and technologies integration through teamwork, creativity, critical thinking, determination, leadership and productivity.
• Strong technical background with solid history of delivering outstanding customer service and satisfaction.
• Demonstrated ability to work professionally and successfully in team of multi-cultured individuals globally.
• Multilingual with strong organizational and communication skills to effectively and easily interface with end-users, technical teams, and professionals on all levels.
• Ability to manage multiple initiatives with multiple customers.
• Proven ability to learn and master new tools, concepts and techniques in reasonable time frame. Passionate about learning new technologies and applying them for effective customer service and satisfaction.

TECHNICAL SKILLS

• C#/VB, .NET, JavaScripts, HTML, Windows Scripting, Unix Shell Scripting, PowerShell Windows 2012, 2003, 2008 Servers, Windows 7/8/10, Vista, XP, AIX, Solaris, Linux Oracle 10g, 11i, 12g, IBM DB2 8.x, 9.x, Microsoft SQL Server 2003, 2008, 2014 Siebel Application Server, Gateway, Siebel Web Server Extensions Installation, Security/Authentication Administration, Siebel CTI Integration, Oracle Business Intelligence Enterprise Edition (OBIEE), WebSphere 6.1/7/8 ND Administration, BusinesObjects, ISAM - IBM Security Access Manager, TFIM - IBM Tivoli Federated Identity Management, Load Runner, DBX, WinDbg, Performance Monitoring, Tivoli ITCAM for Siebel, Control-M, CA Wily/Introscope, TeaLeaf, Active Directory, Apache Directory Studio. GitHub SISNAPI (Siebel), TCP/IP, SNMP, SMTP, BIG-IP F5, Cisco CSS/ACE, WireShark VMWare, Microsoft VPC, RDP, VNC, Oracle Linux Virtualization, VirtualBox, Amazon AWS

PROFESSIONAL EXPERIENCE

Confidential - Durham, North Carolina

Senior Application Consultant

Responsibilities:

• transitioned over to Confidential of North America as Senior Consultant as part of acquisition of all BCBSNC IT Staff, Operations and support functions. Continued to support BCBSNC mission critical applications while enhancing cross­functional technological skills.
• Lead the team to upgrade to BCBSNC Siebel Infrastructure to Siebel version 8.1.1.8 from 7.8.2., and later upgrade, implementation, integration and functionality of Siebel Open UI version 15.6. Performed activities in transforming and upgrading highly complex infrastructure of Siebel from ground up.
• Planning of full database conversion from DB2 to Oracle 12g o Planning and upgrade of Siebel Application Servers on UNIX and Windows on New
• Planning and upgrade of Siebel Web Server Extensions on UNIX Servers.
• Planning and upgrade of the Siebel Repository from 7.8.2 to 8.1.1.8

Confidential - Chapel Hill, North Carolina

Senior Application Engineer

Responsibilities:

• Joined the leading Healthcare Insurance Company to manage end-to-end design, build and maintain the operational readiness of application infrastructure in a mission critical computing environment. Responsible for providing ownership for Siebel Applications and WebSphere Applications in addition to technologies that integrate with designated applications. Became the subject matter expert for the team and knowledge lead for the company for their corporate and operational excellence projects related to Siebel Applications.
• Performed administration and maintenance of Siebel application servers supporting over 5000 call center representatives and online insurance purchasing and claims system.
• Fully responsible for core Siebel administration tasks in Test, Dev, QA, Pstage and Production environment.
• Implemented Gateway server failover on Windows 2008 cluster.
• Determined best practices and managed documentation . Increased Efficiency through implementation of best practices and process automation. Authored internal documents which streamlined Siebel web application maintenance.
• Performed frequent Siebel SRF and Repository migrations from one environment to another.
• Configured and maintained Siebel security with Active Directory
• Investigated and resolved several aspects of Siebel application such has browser hangs, slow performance, crashes, memory leaks, CTI and user login issues including networking bottlenecks.
• Provided 24x7 on-call support for any Siebel administration related issues and complied with SLA’s.
• Mentored peer administrators and help them ramp up their skillsets to effectively manage mission critical and complex environments.

Confidential - Raleigh, North Carolina

Senior Technical Support Engineer

Responsibilities:

• Joined the leading CRM Software Company to provide technical support to their CRM Suite of applications.
• Troubleshoot and resolve complex technical issues reported by customers of Siebel Business Applications. Concentration included Core Server Functional Area.
• Maintained lead and subject matter expertise in System Administration, File System, Security Authentication, Resonate, BIG-IP and Siebel Native Load Balancing, Document Server, Object Manager, Diagnostic Tool, Gateway, SWE, Web Server, Server Manager, SR Broker/Manager, Crash, Hang, Memory Leak, Application Performance, Report Server/Actuate, Clustering
• Troubleshoot and resolve complex technical issues logged by customers on Siebel Analytics Platforms and Applications, Oracle Business Intelligence Enterprise Edition (OBIEE) Infrastructure and Oracle Business
• Provided trainings on troubleshooting crash/hang/memory leak/performance issues to Cross-Functional Technical Support Functional group
• Delivered presentation on Big-IP Supportability and usability with Siebel Applications to All Technical Support Groups worldwide.
• Positioned as Expert Technical Support Engineer for testing in Siebel 7.7, 7.8 and 8.x Load balancing Readiness Corporate Project.
• Expanded as Primary Expert and Backup Resource Manager of the Core Server Functional Group to ensure group resource availability and Service Request escalations.
• Served as a primary contact between Resonate and Technical Support teams for issues related to Resonate load balancing specific issues.
• Maintained Resonate/Siebel supported Network Interface Cards Matrix on Siebel SupportWeb customer support site.
• Also served as a Back Line Engineer for Core Server functional Group while Primary for OBIEE Functional Group.
• Collaborate with Engineering, Development team, Product Management on OBIEE/OBI and Siebel Business Applications products.
• Interviewed prospects for Technical Support.
• Published and approved Knowledge items for the Siebel SupportWeb customer support site.
• Mentored new hire Technical Support Engineers.