JEFFREY GREEN

Hillsboro, NH ***** • ac0gfz@r.postjobfree.com • LinkedIn

C: 603-***-**** • H: 603-***-****

SENIOR TECHNICAL SUPPORT ENGINEER

Technical Support Management • System Administration • IT Service Coordination Multifaceted professional with 20+ years expertise leading technical teams in supporting and configuring application

/ technology solutions that optimize LAN/WAN systems and resources. Adept at overseeing technical improvement initiatives, maintaining software configurations and implementing policies to align services that support complex system operations. Proficient at interpreting end-user needs, translating needs into solutions and co-ordinating efforts of internal/external resources to realize deliverables. Skilled in forging solid relationships with strategic partners to troubleshoot issues, evaluate technical alternatives and recommend solutions to support robust IT applications.

CORE COMPETENCIES:

• Software/Application

Support

• Server Configurations

• Client Management

• Metric Evaluations

• Equipment Monitoring & Repair

• Server Development & Execution

• Hardware Repair & Maintenance

• Report Generation & Development

• System Administration

• Helpdesk Support Planning

• Disaster Recovery Planning

• User Training & Support

TECHNICAL PROFICIENCIES

Platforms: Windows, Sun Solaris, UNIX, Enterprise Linux (Red Hat), IIS Servers: Application Server, VMWare Server, Sun Netra server Applications: VMWare, PeopleSoft, Salesforce, Quicken, Veritas, WireShark, WinRunner, Clarify Amdocs, Remedy, Rational ClearQuest, CRM, MS Word, Excel, PowerPoint, Outlook, Arris ServAssure EventAssure and VSM applications, Aspect Generatations IVR application, Pactolus VOIP Applcation

Databases: MYSQL, Oracle, Sybase SQL, SQLPLUS

Network: LAN/WAN Protocols, TCP/IP, SNMP, UDP, DHCP, RIP, N SIP, RTP, Session Timers, DTMF, MGCP, PCMU, PCMA, IEEE 802.11 10/100/1000 Mbps LAN, T1/T3 WAN Languages: Java, Avaya, Bash, C, Shell Scripting, JavaScript, .Net, XML Hardware: HP / Dell / Sun (Workstations, Laptops, Servers), Sun Array 3510, Sun Ultra60, Apple, Arris ServAssure SAPM, VoIP systems, Nortel / Siemens / Avaya / Aspect / Nokia / Arris / Cisco / Casa / Motorola (Routers & Switches), PC peripherals (printers, scanners), RAID PROFESSIONAL EXPERIENCE

ARRIS, Lowell, MA

Technical Support Engineer (2009 – 2016)

Recruited to provide high-level technical support for all VSM applications for clients in South American market. Instrumental in managing the delivery of IT support service operations, including installing new product platforms, databases, and software applications on three large accounts. Served as liaison between project managers, engineering and technical support team to identify and resolve escalated technical issues. Reported to client and company engineers regarding bug fixes and achievement of all project installation benchmarks. Key Achievements:

Credited for reducing open issue service ticket by 65% in the first six months on the job.

Honoured by senior management for maintaining 99% Customer Satisfaction rating for six consecutive years.

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JEFFREY GREEN PAGE TWO

Played key role in supporting company products for such clients as Liberty Global, Cablevision Mexico, and Argentina communicating daily with Engineering/Customer Support Team to resolve issues.

Successfully oversaw installation of Linux, Solaris, ServAssure Applications and Oracle/MYSQL databases.

Devised and conducted client training sessions for international support personnel.

Twice awarded the “Star Awards” for delivering superior application support.

Performed troubleshooting on IP networks, CPE equipment and SNMP queries; monitored and tracked the resolution of all escalated to identify ongoing trends and propose solutions to streamline future support. PACTOLUS COMMUNICATION SOFTWARE, Marlborough MA

Senior Technical Support Engineer (2007 – 2009)

Interfaced directly with wide variety of clients to support development, configuration and installation of Linux and VOIP servers and applications. Provided technical support for escalated issues, delivering critical technical diagnostic troubleshooting to resolve hardware and application issues. Delivered remote and on-site technical support to all end-users, providing detailed instruction to educate users on proper use of technical resources Key Achievements:

Drove process to create and deploy critical applications that replaced legacy technologies.

Supervised on-site installation of complex multi-server systems including Oracle database RAID arrays.

Utilized Salesforce to review and record support incidents, while coordinating bug hot fixes and software releases at the platform and application level.

Consistently met customer requirements for building, configuring, testing and installing new systems. ASPECT SOFTWARE / VOICETEK, Chelmsford, MA

Technical Support Specialist III (1989 – 2006)

Built strong career of excellence for this leading provider of advanced Call Center application designed to improve client’s customer relationships and ongoing interactions. Worked directly with client teams to ensure installation and configuration of complex IVR products/systems. Evaluated user issues, researched devised solutions and implemented strategies that maximized system performance. Identified root cause issues, tracked bugs and performed system tests. Configured Telco switches and setup back-end databases to client specifications. Key Achievements:

Hand-picked to travel around the world to coordinate and execute on-site installation of IVR servers and applications ensuring attainment of all client project goals.

Played a pivotal role in setting up and maintaining continuous operations of the Customer Service Lab, including developing and conducting hardware diagnostic processes.

Ensured timely, on-target resolutions of client issues cross training client engineers and support team in delivering the highest level of customer service.

Honored six times with employee award for “Excellence” in customer satisfaction.

Acknowledged as one of the “Top Five Best Support Engineers” in the company. EDUCATIONAL BACKGROUND

Certificate in Computer Technology - CONTROL DATA, Boston, Massachusetts Studied Culinary Arts - JOHNSON & WALES UNIVERSITY, Providence, RI Professional Development

Additional training classes / seminars / course taken Northeastern University and Sun Academy

Completed extensive training in...

UNIX Administration • "C" & XML Programming • Business Management

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