PROFESSIONAL SUMMARY:

Application Support Specialist experienced in providing technical customer support and systems administration services to ensure proper software usage, optimal functionality and applied best practices. Complex problem solver able to thrive in fast paced and challenging technical roles providing strong analytical abilities, communication skills and detailed organization.

CORE COMPETENCIES

• Proactively manage application software support cases per severity, service level agreements and best practices
• Root cause analysis of application software issues related to usage, data integration and workflow system processes
• Collaboration with software vendors, engineering teams and customers for software related issues per agile scrum methods
• Systems administration and support of application software implementations and upgrades for testing and production domains
• Creation of knowledgebase software documentation, release notes and user guides for technical subject matter

CORE SKILLS

Operating System: Windows Server, Solaris 10, Windows Desktop 7 - 10

Software: HyperVisor, VMware, MS 2016-OutLook & Exchange, MS Word, MS-Visio, MS Excel, MS SharePoint, MS-OneNote, MS PowerPointMS-Teams, SQL 2016 (SSMS/SSRS), Office 365, SalesForce, ServiceNow, Remedy, Symantec, Sophos, McAfee, Trend-Micro, IQ-Suite, IBM Lotus Notes & Domino, Skype, Cisco WebEx, VPN, Communicator, Citrix Goto Meeting, Textpad, Ultraedit, SysInternals, MKS, Oracle, Base64 converters, Putty, Box, MFT, FileZilla, WS FTP, JIRA, DNS, FTP/S, LDAP, ETL, Active Directory, Domino Directory, Intelliwatch, Ipswitch, Beyond Compare, TreeSize, RDP, ActiveState Perl, Alta-Vista, Lucene, G-Suite, Internet Explorer, Edge, Google Chrome

PROFESSIONAL EXPERIENCE:

Confidential, Edison, NJ

Application Support Specialist

Responsibilities:

• Triage and manage customer application software support cases and change management requests using salesforce
• Root cause analysis and resolution for data center infrastructure management application software suite - saas and on premise
• Create and manage custom views, reports and dashboards for metrics reporting using jira and salesforce
• Provide application software support of installations and upgrades for professional services teams and sales teams
• Perform systems administration and support services using cisco webex and citrix goto meeting for global customers
• Create and update quality assurance test cases for new software releases, patches, hot fixes and feature enhancements
• Configure system parameters to improve application performance for usage and security per vendor recommendations
• Debug analysis - java, iis-ssl/tls, tcpip/dns, ldap, windows, javascript, sql scripts, system/network utilization/processes
• Collaboration and escalation of validated software issues to product management, engineering teams and vendors using jira
• Provide recommendations for feature enhancements for systems integration, workflow and usability per agile scrum methods
• Create documentation for application software administration, usage and best practices using office 365
• Perform server and desktop software installations, upgrades and service packs on windows, sql and web-based servers
• Liaison and mentor customers providing information of new software version feature improvements and software functionality
• Provide customer technical support for application software installations, upgrades and patches per recommended standards
• Administration and support of customer s-ftp accounts for secure file transfer access using putty
• Perform analysis of application software logs, server event logs and system metrics for performance tuning and security
• Quality assurance testing of application software fixes and new product features: vmware, windows server 2016, google chrome, java, office 365, windows desktop 10, ldap, javascript, iis/tls/ssl and sql server ssms/ssrs 2016
• Administration of user, group and miscellaneous objects using ldap and active directory for application synchronization
• Research vendors knowledgebase and technical notes for software related issues, security and best practices

Confidential, Minneapolis, MN

Software Support Specialist

Responsibilities:

• Root cause analysis and resolution for technology standards center asset management application software suite
• Provide recommendations for application enhancements of systems integration, workflow and usability per agile scrum methods
• Create test plans and test cases for new software releases, patches and enhancements using sharepoint and ms-office 2016
• Provide customer application support for technology standards center asset management software suite using servicenow
• Create documentation for application software administration, usage and best practices using ms-office 2016
• Perform, demonstrations and mentoring for technology standards center using skype meeting
• Liaison with flexera and stakeholders for asset management requests in accordance with service level agreement and policy
• Collaborate with cross functional teams, software vendors and stakeholders for asset management customer requests
• Quality assurance testing of application software fixes and new product features using jira, windows server 2016, windows desktop 10, google chrome and sql server 2014
• Research flexera asset management knowledgebase concerning application software products and software requirements
• Provide analysis of support case incidents and request classification trends using jira dashboard for metrics reporting

Confidential, Rutherford, NJ

Application Support Engineer

Responsibilities:

• Triage and manage customer application software support cases and change management requests using salesforce
• Root cause analysis and resolution for records content management for compliance and e-discovery application suite
• Installation, upgrade and administration of windows server 2012, sql server 2012, windows desktop 10, application software, server clustering, migrations, consolidations and decommissions
• Perform systems administration and support services using cisco webex and citrix goto meeting for global customers
• Create and manage custom views, reports and dashboards for metrics reporting using jira and salesforce
• Analysis and resolution of data conversion issues import / export, system workflow, xmlschemas, dxl, xml, nsf, pst, base64, etl
• Support customers in performing system retention management and case management searches for litigation data result-set
• Coordinate application installations, upgrades and support with vendors, engineering, professional services and sales teams
• Troubleshoot and resolve application software issues - mail routing, database corruption, server crashes, panics and hangs using system logs, debug parameters, system metrics/process diagnostics, core dump analysis and security permissions control
• Liaison and mentoring of application software administration, usage and best practices for global customers
• Provide recommendations for software enhancements of systems integration, workflow and usage per agile scrum methods
• Debug analysis - java, iis-ssl/tls, tcpip/dns, ldap, windows, javascript, sql scripts, system/network utilization/processes
• Configure system parameters to improve application performance for usage and security per vendor recommendations
• Collaborate with engineering team, software vendors and product management using jira for software issues and enhancements
• Create test plans and test cases for new software releases, patches and enhancements using office 365
• Perform application software security analysis and administration for customers per sarbanes-oxley and hipaa compliance
• Quality assurance testing of application software fixes and new product features using vmware/hypervisor, windows server 2012, iis, ksh, java, perl, c++, javascript, windows desktop 10, etl and sql ssms/ssrs server 2012
• Perform presentations and customer mentoring using powerpoint and software demonstrations
• Create knowledgebase documentation for software support and administration using office 365 and sharepoint
• Perform analysis of application software logs, server event logs and system metrics for performance tuning and security
• Deploy and replicate application and mail enabled databases, application design upgrades to backend and web-based servers
• Registration and administration of user, group and miscellaneous objects using active directory and lotus notes directory
• Administration and support of customer managed file transfer accounts for secure file transfer access using putty
• Create mail routing topology, replication topology and system schema/configurations for application processes and workflow