8cf95670-8614-4678-ab19-caa448833828

Andrew Smith


287 Custer Street, Hopewell, PA 00000

(000) 000-0000

Professional Summary

To join a dynamic company and team that is focused on growth and expansion while progressive in its approach towards technology and services, and will call upon my experience in client services and customer support and managing multiple projects and assignment from inception to implementation.    

Employment history

Application Support Engineer, Turcotte-Schoen. West Elizebeth, Missouri
Jan. 2020 – Present
Possessing specialist knowledge of operating systems, devices, applications and software.
Providing technical support to teams within the organisation, and to external clients when required.
Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
Maintaining and updating technical documents and procedures.
Identifying and resolving technical issues.
Managing coordination at a local and international level where required.

Process Executive – 3, Gleichner Group. Tadton, West Virginia
Jul. 2017 – Dec. 2018
Quality Assurance.
Team Monitoring. 

Software Trainee, Stracke and Sons. Leuschkemouth, New York
Mar. 2016 – Apr. 2016
  • Coordinate user or third party testing.
  • Install, maintain, or use software testing programs.
  • Review software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.
  • Document test procedures to ensure replicability and compliance with standards.
  • Document software defects, using a bug tracking system, and report defects to software developers.

Education

Eastern Olson University, Lake Fritztown, Georgia
B.Tech, ECE – Electronics and Communication Engineering, Jun. 2014

West Harris College, Andersonburgh, Pennsylvania
High School Diploma, MPC, Dec. 2010

Skills

Received meet expected SLA’s.

Maintain good working relationships with all service providers & internal customer to ensure that services

Maintaining compliance to all IT audits.

Coordination with regional IT Support Team for their problem & providing solution

Configuring Remote Desktop and Remote Assistance

Core Java

C – programming language

Manual Testing

419f0ac2-5b6c-45c7-9a57-25d7c492630e

Andrew Smith

287 Custer Street, Hopewell, PA 00000
[email protected]
(000) 000-0000

Professional Summary

Results-driven senior-level operations manager and engineer armed with a graduate degree and 10 years’ experience.  Dedicated to improving efficiency, productivity, and profitability of organizations through the development and execution of innovative, cost-effective solutions.  Adept at leading teams in the optimization of processes and procedures within manufacturing plants.

Employment history

Application Support Engineer, Robel Inc. Carrollstad, Vermont
Jul. 2018 – Present
  • Proficient experience in Incident, Problem & Change management (ITIL)
  •  Experience and/or working knowledge with the following technologies: relational database, SQL, UNIX/Linux command line environment, network trouble-shooting, object-oriented programming
  • Experienced in trouble shooting, analyzing & working on Windows2003/2008/2012 servers with respect to mobile device image software deployment process & their respective mobile application support services 
  • Experienced in analyzing & reporting patterns of issues by using ServiceNow/SalesForce
  •  Experience and/or working knowledge with the following technologies: shell scripting, Java, Java Servlet, JavaScript, BASH, Perl, PHP, VB, .NET, telephony applications

Sysytems Engineer, Maggio Inc. Donnellview, New York
Sep. 2016 – Jan. 2017
  • Experienced in trouble shooting, analyzing & working on Windows2003/2008/2012 servers with respect to mobile device image softwaredeployment process & their respective mobile application support services 
  • Experienced in trouble shooting, analyzing & working on Cisco wirelesscontroller, Switches, APT’s with respect to mobile device network design
  • Proficient experience in multiple Mobile Device Management tools
  • Proficient in PowerShell scripting and Creating Automation tools using it 
  •  Experience in production support & enhancement of mobile devices (Motorola MC9200, Apple iPods, O’Neil wireless printers) 

Education

Western Wuckert University, North Ashleyberg, California
BE in Computer Science, Computer Science, Jul. 2014

Hintz College, Satterfieldchester, Kansas
Diploma in Computer Science, Computer Science, Nov. 2011

Skills

RDBMS
Experienced

HTML
Skillful

SQL

application support engineer

  • Knowledge of Windows and Linux operating systems
  • Understand and write SQL Database queries (Oracle DB)
  • Understand Unix/Linux and Windows commands
  • Ability to solve medium and high complexity problems
  • Perform failure management as per standard operating procedure.
  • Build and deploy releases and testing after the release.
  • Assist in deploying changes on UAT and Production environment

application support engineer

  • Communicated with the client to obtain an understanding of their environment, challenges, escalation processes and apply that information to support the smooth transition to the new helpdesk application
  • Provide assistance and feedback to customer representatives regarding application issues
  • Provide accurate and clear verbal and written reporting for application failures 
  • Provide accurate and clear verbal and written reporting for application failure investigations and resolution

application support engineer

  • Analyze application data to assess performance and uncover problems.
  • Coordinate resolutions with development team and project managers.
  • Complete root cause analysis of defects.
  • Perform proactive investigation and resolution of application failures internally.

application support engineer

  • Develop and deploy code fixes to enhance existing application as part of the new Business requirement.
  • Automate repeated tasks through Unix / Bash scripting and schedule them as Cron jobs.
  • Organize and Coordinate all teams for Production release through Change Process.
  • Resolve BAU Incidents,Request, Problems within SLA using ServiceNow and provide 24*7 support. 
  • Organise and provide KT sessions to new joinees.

application support engineer

  •  Providing 24×7 On-call support for Production, test, and   development environments. 
  •  Successfully handling and maintain Situations & S@R in anytime. 
  •  Successfully handling and coordinating with business on Release   and Change Management. 
  •  Upstream Application & Database Management on   PROD/ACPT/TEST. 
  •  New Project handling & team management for operations.
  •  Supporting L2& L3 Activities. 
  •  Experienced in Service Manager and ServiceNow experience on   ITIL principles and practices. 

application support engineer

  • Worked in IMTS as juniour engineer.
  • Description :  I was working in a Mindtree internal project beatal(Mwatch monitoring) . Mwatch is an Application which is used to monitor ,measure and maintain the servers (Linux,windows) etc.It is similar like nagios and other monitoring tools. Networking devices such as routers and switches are monitore and configure with help of OPEN NMS (For N/w Devices) and servers like (Linux,Windows,Weblogic,Mysql) etc are monitored with the help of HYPERIC HQ (For servers). Both Hyperic and Open Nms are Linux Plateform . Both are having Opensource as well as enterprise editions. 
  • Team Size : We were three teams there core, unix, excellence team. I was part of core team which consist of 30 members currently.
  • Clients :     KPN, SVB, FICC, Marriott,  P & G, Unilver, Cadance,  Mindtree,  RAET etc.
  • Roles and responsibility : My role in the project to check whether events are performing or not.

application support engineer

  • Working environment  support 24 * 7.
  • Assist users from all around the world.
  • Troubleshoot Hewlett Packard in house software (Product, Pricing Client and reporting tool).
  • Expose to Unix command.
  • Engage in database Query  Oracle environment.
  • Deal with report generation  Tools involve such as Giant , Discoverer, Brio.
  • Analyze user requirement and propose solution.

application support engineer

  • To provide L1 and L2 production support to Manufacturing, Inventory and logistic, Supply chain Database and External project as well.
  • Responsible for support and development of a website which tracks and perform PT ( Parametric Testing ) on the semiconductor lots.
  • Supporting and enhancing PR/PO website to manage and trackinventory/PO/PR.
  • Providing L2 support for errors in E2open to minimize its impact on SAP.
  • Finding the RCA for production issue and leading it to the steam line.
  • Proving L2 support for production database and JDA jobs to keep supply chain jobs running smoother.
  • Properly documenting the enhancement and logging tickets for each issue with UAT and deployment plan.

application support engineer

  • Client Name: JP Morgan Chase
  • Project Name: Customer Information System Production Support.
  • Project Objective: To ensure smooth batch operations and healthy environment status round the clock.
  • Role: Application Support Engineer
  • Key Responsibilities: 
  • Monitoring job streams for two of very high impact TIER1 production applications.
  • Analyze and identify the root cause of any issue encountered during the execution of scheduled jobs and fix them under the defined SLA timeframe.

application support engineer

  • Answer user inquiries regarding Colligo (A Outlook Add-in) to resolve problems though Email or Remote Session
  • Read Colligo manuals, confer with users, or conduct Remote Session to investigate and resolve problems or to provide technical assistance and support.
  • Analyze failures and trends on applications
  • Ensure customer support, SLA’s for the application are met 

application support engineer

  • Day-to-day management of complex technical issues, incidents, bugs, hotfix, changes, problems, events, management, UAT process in different Modules.
  • Work with application developers and our QA team to isolate customer issues.
  •  support service infrastructure, for applications, windows server, and Linux server, in agile environment.
  • Experience in SQL and Relational databases (e.g. Oracle, MySQL)
  • Familiarity with networking component TCP/IP, Routing, Firewalls.
  • Customer focussed with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.
  • Hire, coach new team members in-service operation.

application support engineer

  • Providing L1 & L2 level support to all the users at ABUDAWOOD PAKISTAN.
  • Training users about new applications and resolving any issues faced by them.
  • Performing QA TEST Report for new releases of the applications.
  • Design complete launch of campaign of sales team application.
  • Design logo and all marketing collateral including user guide manual which help employees to adapt with the application quickly.Managing the documentation of all the applications running at ‘ABUDAWOOD PAKISTAN’.
  • Managing the Workflow system of all the users. 
  •  Working with the regional teams for application upgrades. 

application support engineer

  • Support and manage Staff Discount System, Customer Loyalty System, Kronos Payroll System, Labour Planning System and Replenishment system. 
  • Investigate and resolve all BAU tickets within SLA on the ServiceNow Ticketing tool and provide 24*7 BAU Support in Shift.
  • Analyze and deploy code fixes on critical application issues affecting daily operations.
  • Investigate the sales forecasting algorithm and implement fixes to improve the accuracy of the batch job results. 
  • Implement monitoring alerts on critical checkpoint jobs in replenishment and payroll processing.
  • Fine-tune application and batch SQL to improve application performance and batch run-time.
  • Organize and Coordinate all teams for Production release through Change Process. 

application support engineer

  • Work on ussd based application(Radix and orange).
  • Work in team environment to complete all testing activities according to schedule.
  • Completed testing on code releases to ensure quality.
  • Troubleshooted and resolved application issues escalated from end users.
  • carefully monitoring all the IP’s, according to country.

application support engineer

  • Fixing errors of users 
  • Updating the existing system according to the new company requiremetns 
  • Handling Oracle reports 
  • Maintaining the re-insurance information system 
  • Generating and compiling statistics for Management 

sr. application support engineer

  • Documented systems and processes for internal users. 
  • tasked with Maintaining and troubleshooting our websites on daily basis.
  • handled all lead integration with clients CRM systems                            using HTTP and SOA API. 
  • Directly involved with Websites team to facilitate the roll out of new template for our searchSites as needed. 
  • worked directly with developers &QA engineers to fix bugs and roll out new versions of IBM integration (OGILVY). 
  • Developed training materials and procedures, and train users in the proper use of applications.
  • Developed a deep understanding of products functionality and how it relates to business goals 

application support engineer

  • Proficient experience in Incident, Problem & Change management (ITIL)
  •  Experience and/or working knowledge with the following technologies: relational database, SQL, UNIX/Linux command line environment, network trouble-shooting, object-oriented programming
  • Experienced in trouble shooting, analyzing & working on Windows2003/2008/2012 servers with respect to mobile device image software deployment process & their respective mobile application support services 
  • Experienced in analyzing & reporting patterns of issues by using ServiceNow/SalesForce
  •  Experience and/or working knowledge with the following technologies: shell scripting, Java, Java Servlet, JavaScript, BASH, Perl, PHP, VB, .NET, telephony applications

application support engineer

  • Provide user support by diagnosing their problem and device problems and implementing technical or procedural solutions.
  • Providing support to user generated E-Tickets through Mail.
  • Take Online Monitoring of the users issue and troubleshooting it.
  • Consult with users,  to identify technical requirements for proposed  Queries through Calls.  

application support engineer

  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Installed, configured and provided ongoing configuration management for custom applications.
  • Conducted and supported implementation delivery with client and internal departments.
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Assist in automating development, QA and release management tasks.
  • Update and maintain project issues list, which includes prioritizing issues.

application support engineer

  •  Worked on Next generation SIEM technology SNYPR which includes User Behavior Analytics (UBA) and User Entity Behavior Analytics(UEBA) 
  •  Responsible for SNYPR application installation and end to end Validation 
  •  Worked on Hadoop clusters Monitoring and Troubleshooting of Hadoop components 
  •  Communicated with the client to obtain an understanding of their environment, challenges, escalation processes and apply that information to support the smooth transition to the new helpdesk application 
  •  Identified and escalated issues with the migration to ensure they were addressed and resolved
  •  Install, configure, and troubleshoot our Enterprise software package by remote access means. UAT of new release installations and content. 
  •  Working with the development team for bug fixes and debugging. 

application support engineer

  • Monitor system health across our environment.
  • Troubleshoot infrastructure and network issues as possible causes of poor service performance
  • Contribute in writing and in person to root cause analysis meetings as part of process improvement
  • Operate and support a suite of Java-based Web Services
  • Participate in the development and testing of internal tools, scripts and other coding projects.
  • Support deployment automation software
  • Work closely with peer teams to deliver high availability and optimum performance for customers

application support engineer

  • Worked in EDG Technical Support DTA team for around 17 months. I have good understanding of MATLAB  External Language Interfaces products like MEX, MEX APIs, MATLAB Engine & MATLAB API for Other languages.
  • Created a module as part of a Simulink Test Manager in Simulink Test toolbox. This involves Full Stack development.       The front end of the module is developed in Dojo JS and integrates with C++ and MATLAB in the backend.
  • Implemented a feature to log installed products information collected from users’ MATLAB session. This involves  using JNI library APIs to call the JAVA APIs from C++ codebase.
  • Provide assistance to application support to team members

application support engineer

  • Good experience in configuration of Various Comptel Eventlink modules. 
  • Monitoring and attending the daily CDR data polling issues from various switches. Responsible for ensuring the smooth polling of CDRs from various Switches location. 
  • Analysis of Failed CDRs.  
  • Resolving tickets in Remedy within SLA assigned.

senior application support engineer

  • Provide L2 support for All Transcription related Cbay Application.
  • Build test environments for highly complex releases and responsible for assigned UAT/Releases.
  • Participate in weekly Support meeting and maintain status reports on all ongoing Support tasks.
  • Participate in new product rollout, testing, and create additional training materials.
  • Working in production support (L2) to client on application, database and Testing. to guide and oversee the support and help desk teams. To be able to deliver on Service Level Agreement (SLA). 
  • Monitoring production systems running 24×7.
  • Provide server/database sizing and tuning inputs to clients/implementation team. Also includes assisting the production centers by taking the remote connection. This includes database maintenance, database updates and troubleshooting the problem with the Cbay Software’s.

application support engineer

  • Gives Training and Support of  Web-based application (E-Office) at Election Commission of India on the payroll of SISL Infotech Pvt Ltd from Sept. 2017 to March 2018. 
  •  Gives Training and Support of  Web-based application RTI (Right to Information), cVIGIL application, Voter helpline mobile application and Suvidha web-based application at Election Commission of India on the payroll of SISL Infotech Pvt Ltd.
  • Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
  • Managed system-wide operating system and software deployments, as well as any related upgrade problems.

application support engineer

  • Maintain records of daily updates, problems and remedial actions taken, or installation activities.
  • Exhibited strong technical aptitude and application expertise resulting in optimised performance, continuous improvement recommendations and product innovation.
  • Resolved product design, acquisition and launch concerns to achieve customer’s targeted business goals.
  • Gathered project requirements to ensure quality deliverables.

application support engineer

  • Assisted in making improvements to device rollout procedures, raising screen imagery to 21 minutes, rather than three-hour downtime. The method introduced allows 45 + desktops to be pre-imaged in a single day, allowing on-demand tasks or instant recovery. This time saved by this change is a simple, positive outcome, as it reduces the effect of customer customers and the overall service level agreement. 
  • Helped customers through providing first and second level technical support, by answering calls, emails and Self-Service tickets from BD customers (which include hospitals in the US, Canada, and Australia) and assist them with issues that they are having with BD Pyxis™ products (Medical Equipment Servers, Consoles, Client Machines, and Workstations) such as da. This multichannel customer interactions platforms enabled a 24-hour support. 
  • Having knowledge in CRM/ERP systems such as SAP/SafeForce, enabled me to monitor and analyses all opened, in process, pending and closed tickets. This assist me to pull all reports which reflect frequency of reoccurring issues such as software (application errors), Network (communication issues, damaged Ethernet cables, faulty network cards) and Hardware (drawer failures, latch broken, sensors faulty, power cords damaged). Through this report BD is able to analyse and proffer solutions by improving on of software and hardware designs for better customer experience. This reduce 98 per cent of reoccurring problems. 
  • During the 2017 WannaCry ransomware attack. Some hospital using BD devices were attached or were found to be vulnerable. I assisted in deploying security patches on 300 plus devices in over 50 plus facilities, thereby reducing the impact of the ransomware attack. BD device security team which i assisted by working extensible with the Microsoft security team to stop or bring the level of impact to a minimum. This protected patient data and allowed the company to maintain its positions as one of the exceptional companies that protects patient data integrity HIPAA (Health Insurance Portability and Accountability Act of 1996). 
  • Handled problems through apt communication, probing, isolation to identify all issues relating to communications with network, application issues with BD applications/Microsoft OS and Hardware issues. Then use skills such as group policies configurations, Sybase/MySQL database manipulations, Java Scripts, network communication protocols troubleshooting tools (ports telnet, DNS and IP’s via using Wireshark, terminal and PowerShell) and reimaging OS to resolved customer issues. If peradventure issues could not be resolved, I ensured issues were escalated to product support engineering team. This helps BD always find root cause of issues and have customer relational team to maintain standard repo.  
  • When issues that could not be resolved remotely on BD devices occurred, I negotiated with customer on dispatching field service technicians on-site on time, and this caused little or no impact on customer management system. This provided customer with ability to rely on BD for its efficient customer service. This positively affected the high customer retain rate. 

application support engineer

  • A competent professional with 3 years of experience in Networking, HPUX, Linux, Oracle and Internal finance applications.
  • ITIL V3 foundation certified.
  • Worked on incident management, Major incident management, Cisco routers, switches, and change management.
  • Possess comprehensive knowledge of Microsoft Word, Excel, and Outlook.
  • Good experience in resolving tickets and system monitoring within SLA