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Senior Software Support Engineer (Analyst) | Customer Advocate
Software Testing & Quality Assurance | Future Angular Developer
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SUMMARY
Senior Software Support Engineer (Analyst) with 11 years of experience supporting administrators
and developers of Fortune 100 companies succeed in maximizing their enterprise level software's
potential. Manages clients by setting expectations, requirements gathering, prompt updates, and
directing conference call troubleshooting sessions. Skilled in troubleshooting J2EE Java
applications. Expert in analyzing exceptions and errors leading to resolution and root cause
analysis. Specializes in application and API code debugging and validation. Creates and
verifies reproducible scenarios based on customer use cases. Authors technical documentation
and knowledge-base articles for customer self assist.
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SKILLS
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EXPERIENCE
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Support Engineer and technical advisor who managed customers with product issues and
understanding of development related questions using the IBM Notes Domino API/SDK.
2011 - 2012 took on additional role on the Lotus Live SmartCloud Team as a Support Engineer who managed customers with access, configuration, and product use issues related to the SaaS IBM Notes Domino SmartCloud service that included hybrid environments.
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Troubleshoot and maintained Perl CGI based web and database applications. Scanned and reconstructed space shuttle tiles into 3D data for The NASA Return to Flight Project. Developed a Graphical User Interface for measuring software for Dynamic Structured Lighting 3D measurement system. | |||
EDUCATION |
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Bachelors of Science, Computer Science | |||
Minors of Science, Mathematics | |||
AWARDS & DIGITAL CERTIFICATIONS |
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