Technical Support Engineer

ALEXANDER BELSKY

**** *** *** # *** (***) *** - *184

San Diego, Ca 92103 **********@*******.***

SUMMARY

Highly qualified computer specialist with experience in providing PC hardware and Software/Application support. Has over fifteen years of experience in the information technology field. I have recent experience supporting desktop and advanced systems. I am able to design and develop varied business applications, and assess information technology needs. Background includes Help Desk Level II/III Support, evaluation, justification, sales automation, rollout, training, central database administration and continuous support.

Operating Systems:

Windows NT/95/98/2000/7/XP/Vista/2003 Server, DOS

Unix: Sun Solaris, AIX

Linux, RedHat Enterprise, CentOs

Software:

Oracle 7.x/8.x/9i, 10g,VMware/Vcenter, Scripting, Nagios, Puppet

Microsoft Access, Excel, Word, PowerPoint, Lotus Notes 1-2-3

MS SQL Server 6.0/7.0/2000, 2005/2008

Brio, Business Objects, Informatics

AD, Remedy, Net meeting, G2A, Tivoli, Salesforce, Congons

Exchange Server, Server Manager

Networking:

TCP/IP, NMAP, LDAP, OSI, VLAN

Active Directory, HTTP, HTTPS, SSL, OpenSSL

DNS, Protocols

Hardware:

Intel Pentium/Server

Power PC

Laptop/PC

ThinkPad’s

Dell

HP/Compaq

Languages:

Visual Basic, COBOL, C, C++, JAVA, HTML, PL/SQL, NET, Perl, Bash

PROFESSIONAL EXPERIENCE

Mitek Systems, San Diego, CA 2016 – 2017

Technical Account Manager

Drive customer success for maintenance renewal and expansion. Manage customer health and maturity. Develop and execute adoption plans for strategic accounts. Guide customer onboarding and deliver training Ensure expeditious resolution of customer support cases. Troubleshoot hardware and software technical issues. Assist with Training curriculum & content development, Customer communications development and Development of account plans. Represent the voice of the customer, Document customer interactions, Use cases and workflows, Communicate customer stories to the product and marketing teams and Contribute to product feedback initiatives and capture product gaps.

Also managed level 1 Support Engineers on Day-to-Day Support Cases. Manage level 2 support escalation processes to internal Product Owner. Also, managed the process up to PS support.

Egnyte, Mountain View, CA 2015 – 2016

Senior Professional Services Consultant

Lead customer implementation projects including. Develop and Execute implementation plans

Ensure successful adoption of Egnyte Solutions with is built on VMware Vcenter Linux CentOS

Act as liaison between customers and internal teams such as Engineering and Product Management to solve technical problems and propose new feature development. Engage multiple constituents at the customer organization – Business users and IT. Work closely with our Sales team to drive new revenue through identifying upsell opportunities and new user adoption. Support end user GPO and monitoring and application setup of Nagios servers.

Medimpact Health Systems, San Diego, CA 2012 – 2015

Technical Team Lead

IT Application Support Engineer III

Primary Liaison between end-users/customers and IT department to define business requirements for complex software modifications and enhancements. Reviewed, analyzed, evaluated, and troubleshooted business systems and user needs. Formulated systems to parallel overall business strategies. Wrote detailed description of user needs, program functions, and steps required to develop or modify computer programs. Support over 100 Production Application Servers on Redhat Linux. Build custom script in Perl and Bash to run monitoring of internal Application Support. Build customer SFTP server and application to deal with loading customer data into our Oracle and MySql database. Also, deploy new Production/QA/UAT VMware servers.

• Participated and conducted design reviews and IT process improvements.

• Defined and documented requirements to assist in the development of software specifications to include flow charts, report mock-ups, and business rules.

• Developed project plans, prioritized project tasks, and provided status updates on project progress. Also work closely with the Change Management team to deploy new changes in Puppet.

• Ensured that projects are completed on time, accurate to defined specifications and provided support to software development and QA staff as needed.

• Created quality control processes and measurements to ensure quality and error free

data submission to clients. Wrote complex queries to analyze data.

• Managed Salesforce cases and Quickbase service requests while maintaining and enhancing business systems programs and processes and providing in-depth business and technical analysis, designs, solutions and implementations.

• Subject matter expert on several complex PartD/PDE related products and processes.

• Responsible for several successful Proof of Concepts, designing, developing and implementing various processes/tools/scripts/Integration and simplification of existing processes.

• Troubleshoot, Fix/Enhance existing issues/processes, document, train and implement solutions.

Rapid7, LLC, Los Angeles, CA 2010 - 2012

Backline Support Engineer II

As a Backline Support Engineer (Metasploit Lead) I provided consistent world-class security, network, and product support to a wide range of security minded customers and enterprises. By serving as the primary liaison between the company and client.

Resolves real-world business challenges by supporting cutting-edge vulnerability assessment software across complex, multi-faceted customer deployments.

Ensuring customer feedback, suggestions, comments, and enhancements are properly channeled into product management and development is a key component of this position.

Configured / Installed and maintained Oracle 11 Database in a windows environment.

Possess excellent knowledge of security assessment, vulnerability management theory and penetration capabilities along with an unmatched drive and capacity to rapidly learn the newest technologies.

Impeccable oral and written communication skills channeled towards sustaining market leading customer loyalty are cornerstones of this role.

UJET Holdings, Los Angeles, CA 2007 - 2010

Senior Technical Support Engineer

Provided effective and consistent technical support. Researched technical solutions. Responsible for updating and maintaining WiMAX wide area network. Managed staff of six technical support representatives.

Provided all level technical support to all internal and external customers including sales team.

Support a customer base of over 3,000 users in an area that covered over 150 miles.

Configured / Installed and maintained Oracle 11 Database in a windows environment.

Standardized the software configuration to be able to deploy on customer machines.

Performed tasks related to answering customer inquiries received via telephone, email, in person, or through applications and correspondence.

SKF Condition Monitoring, San Diego, CA 2005 - 2007

System/Application Support Engineer

Provided excellent software and hardware support for SKF Aptitude Condition Monitoring application for developers, sales representatives and SKF bearing customers.

Provided first and second level technical support to all SKF customer and sales team.

Installed Aptitude software in over 150 different sites all over the world.

Helped in the configuration of customers Oracle or MS SQL Server Database.

Standardized the software configuration to be able to deploy on multiple networks.

Installed, configured, debugged software and hardware with customer on the phone and onsite.

Provided operator training for standardized Oracle and MS SQL Server scripts, increasing operator productivity.

Navy Marine Corps Internet (NMCI/EDS) San Diego, Ca 2002 – 2005

Field Support II/Deployment

Supported Networking Administrative Team on a Windows 2000/2003 network.

Administrated the Exchange Server, Domain Server, and Server application running on MS SQL server.

Provided hands-on support on day-to-day issues that might occur on a military base in San Diego.

Maintained and administrated Microsoft Windows 2000 network, with over 5,000 users.

Supporting multiple Business Applications that were created for the Navy and the Marines.

Navy Medical Center San Diego (NMCI/EDS) San Diego, Ca

Technical Support II/Network Engineer

Provided second and third level technical, and networking support to customers using Microsoft Windows NT/98/95/2000/XP.

Conducted troubleshooting methods in order to solve multiple complex networking issues.

Provided Networking Administrative Support for the network i.e. Exchange Server, Domain Server, and Server Admin.

Silicon Valley Bank Santa Clara, Ca 2000 – 2002

Software Engineer/Data warehouse Analyst

Developed, functionally tested and implemented numerous custom SQL statements to exploit the capabilities inherent with BrioQuery and Business Objects interfacing with multiple database solutions.

Created customized reports, charts and queries for multiple databases including: Oracle, SQL Server, AS/400, and DB2 using the on-demand server, and scheduled jobs using the broadcast server.

Assisted in the development of a new warehouse environment with multiple database solutions, and created new fields, tables, columns, joins and procedures.

The Sutherland Group/Brio Technology Incorporated San Diego, Ca 1998 – 2000

Senior Technical Support Engineer II

Conducted troubleshooting, researched issues, prepared scripts, and developed numerous customized SQL statements to exploit capabilities inherent with BrioQuery.

Developed, functionally tested and implemented over 300 new reports for the customers, including EIS, query, detail, pivot, chart, and detail.

Trained end users on the procedures and concepts to end-users conducted troubleshooting, researched issues, created reports and charts for web based application that was used.

Creative Computer Torrance, Ca 1996 – 1998

Technical Support Technician

Provided 2nd and 3rd tier technical support to customers using Microsoft Windows NT/98/95 and Macintosh platforms.

Provided technical support to customer that purchased products from MacMall, PcMall.

EDUCATION

Bachelor of Science, Computer Information Science (2002)

Coleman University, San Diego, California

Master of Business Administration, Computer Management (2010)

University of Phoenix, San Diego, California

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