Engineer Customer

Sharman OBrien

Email: *********@********.***

Address: **** ***** ***** **

City: San Bruno

State: CA

Zip: 94066

Country: USA

Phone: 650-***-****

Skill Level: Experienced

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SHARMAN O`BRIEN

3815 SUSAN DRIVE #H9

SAN BRUNO, CA, 94066

TELEPHONE: 650-***-****

E-MAIL ADDRESS: ********@*****.***

OBJECTIVE: Seeking employment as a Customer Support Analyst

SKILLS SUMMARY:

HP NonStop system administration (S series/Itanium)

DSMSCM FUP PATHWAY OSS SAFEGUARD SCF SMF SQL TCPIPv6 TMF VHS VIEWPOINT

Connect:Direct

Data Express

Microsoft Excel

Microsoft Word

OpenNET/AO OpenNET/T-Adapter

Prognosis

XygateFE XygateKM XygateOS XygatePQ

EMPLOYMENT HISTORY:

03/08 -01/13 XYPRO Technology Simi Valley, CA

Customer Support Representative

Provide 1st line support to XYPRO customers

* Case tracking and escalation via Salesforce application

* Recreate customer issues in-house

Receive product and system error logs, system global rules and product

Configuration/ACL files from customer to diagnose reported error.

Apply customer rules in own environment to recreate issue.

Recommend rule modification or product upgrade to customer.

* Work with Development and QA to provide solutions to customer

Report product issues/bugs discovered to QA and development. Create task to fix issues/bugs in next release of product. Work with QA and development to create workaround to provide to customer while product release is developed.

* Product acceptance testing

Receive new release of product from QA, install in own test environment.

Verify successful install and run of product. Report issues to QA.

* Add product enhancement tasks

Add enhancement tasks to future product release folder from customer requests upon approval from development manager.

* Create Knowledgebase articles

Create Knowledgebase articles in Salesforce application from solutions determined from case research

05/00 - 12/07 VISA USA Foster City, CA

Senior Systems Engineer

Diagnose and resolve listed issues impacting online file transfer/authorization:

* HP NonStop software/hardware

Diagnose software and hardware issues on the HP NonStop systems.

Open cases with HP if issues cannot be resolved. Apply required software

patches. Schedule faulty hardware replacement with HP.

* Network connectivity

Work with internal network group to resolve customer file

transfer issues. (FTP, Connect:Direct)

*Security/File encryption

Determine cause of customer file transfer failure due to security or file encryption error. Work with internal Security team to put needed customer security and encryption keys in place to allow transfer.

*Data warehousing

Research customer file warehousing failure on HP NonStop.

(Duplicate file, incorrect naming convention in JCL, missing folder)

Meet with Development group to review application changes.

Report application issues to development.

Responsibilities also included:

* OS upgrades/Patch implementation

* S-series/Itanium system conversions

* Implement CISP compliance standards across all HP NonStop systems

* 3rd party product installation/configuration:

(Connect:Direct, Data Express, OPENNET/AO/T-Adapter, Prognosis

XYGATEFE/XYGATEKM/XYGATEOS/XYGATEPQ)

11/97 - 05/00 Sprint Inc (GOMATECH) Burlingame, CA

Systems Engineer

Responsible for the configuration and maintenance of (8) Hp Non-Stop systems in a test lab environment.

Duties included:

OS upgrades/Patch implementation, performance tuning, database loads,

hardware replacement, Expand over IP implementation

EDUCATION:

09/81 - 06/82 Computer Learning Center San Francisco, CA

Computer science certification

09/80 - 06/81 Skyline College San Bruno, CA

Computer science studies

Contact this candidate