Engineer Customer Service

Michael D. Arseneau

*** ******** ******

Geneva, IL. 60134

630-***-****

****.********@*****.***

PROFESSIONAL SUMMARY

Motivated technical professional with over 16 years of customer service

experience

working with clients to troubleshoot and fix complex software problems

across

multiple platforms (mainframe and distributed).

PROFESSIONAL EXPERIENCE

CA Technologies - Lisle, IL 1996-Present

Senior Software Engineer 2007 - Present

Responsible for creation and maintenance of CA Technologies software

products.

. Provide fixes to customer of CA Technologies software issues in a

timely manner.

. Implement new code to enhance existing software.

. Port CA Technologies software across enterprise platforms.

. Set up software configuration controls and development environments.

. Mentor, train, develop and serve as subject matter expert for less

experienced

Associates and support engineers.

. CA Technologies 'Above and Beyond' award, November 2010 and March

2011.

Software Engineer 1997 - 2007

Responsible for maintaining and fixing CA Technologies software products.

. Provide advanced customer support by fixing product deficiencies.

. Package, test and stage individual code fixes and service packs for

distribution.

. Provide quality assurance with test plans for fix verifications.

Support Engineer 1996 - 1997

Responsible for providing front-end technical support for CA Technologies

software products.

. Provide live technical support to customers for enterprise software

products.

. Research and resolve all functionality and usability related customer

issues.

. Perform troubleshooting steps to recreate customer issues.

TECHNICAL COMPETENCIES

Languages:

IBM 370 assembler, COBOL, C, CA Easytrieve, JCL, SQL, HTML

Platforms:

Enterprise Systems: IBM Z/OS, Z/VSE, Z/Linux

Midrange Systems: SUN UNIX, HP-UNIX, HP-Itanium, AIX

Workstation Systems: Windows 7, Linux

Software:

Enterprise: IPCS, XDC, ISPF, DB2, IMS, VSAM, CMS

Midrange: gdb, xdb, dbx, vi, Oracle, DB2

Windows: Microsoft Visual Studio

Methodologies:

Agile software development

EDUCATION

M.S. in Computer Science - Northern Illinois University (30 hours towards

degree)

B.S. in Sociology - Northern Illinois University, DeKalb IL

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