Engineer Technical Support
Resume:
Barry Zane
Phone: 856-***-**** Email: *****.****@******.***
Address: ** ******* ******, *******, ** 08106
Technical/Helpdesk Support Engineer
Summary of Qualifications
Highly accomplished and results-driven Technical/Helpdesk Support Engineer with 16+ years of experience managing all facets of systems administration, computer networks, installations, troubleshooting, and repair operations. Adept at collaborating with all levels of personnel and management to achieve business and technical solutions while demonstrating diverse knowledge of electronics and test equipment. Currently seeking a technical support position by demonstrating the following key strengths:
Network/Technical Support
Project Management
System Installation/Repair
Problem Analysis/Diagnosis
Process Improvement
Printer/Network Engineering
Troubleshooting/Repair
Information/Facility Security
Server Setup/Configuration
Information Technology
Team Collaboration/Leadership
Customer Relations/Support
Issue Tracking/Resolution
Hardware Maintenance
Software Upgrades
Core Competencies
Exceptional problem solving, communication, organizational, and time management skills.
Responsible for setting up, installing network devices, servers, and print systems while installing new software upgrades and maintaining associated hardware/equipment.
Full lifecycle experience in scoping, designing, developing, deploying, and supporting enterprise-scale business applications and business intelligence software.
In-depth knowledge of many web applications, database platforms, and several operating systems.
Unique competency in translating business issues into technical solutions including technical leadership and coordination, and ensuring customer needs are met.
Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while initiating efficient customer support initiatives.
Professional Experience
Metasource Technical Service Engineer February 2017-May 2017
Oracle USA Senior Technical Support Engineer June 2000 – July 2016
United States Coast Guard Chief Warrant Officer October 1978 – June 2000
Roles
Metasource LLC
1900 Frost Rd Ste 100
Bristol, Pennsylvania 19007-1519
Training for support position with document imaging software. Trainee on proprietary software. Assisted and resolved customer issues with the software.
Responsibilities:
Trainee on proprietary document imaging software. This was mostly self paced unsupervised training allowing me to learn the software from a hands on situation.
Assisted customers over phone with installation and software issues.
Oracle
5 Tower Bridge
300 Barr Harbor Drive
Suite 400
West Conshohocken, PA 19428
Phone: 610-***-****
Fax: 610-***-****
Original company I was hired for was named Primavera. This was a privately owned company who’s proprietary software was the industry standard for project management. Eventually the company was acquired by Oracle USA.
Assisted Customers via web portal, phone and web conferencing with troubleshooting and installation of application Oracle Primavera P6. This involved resolving issues such as Windows configuration issues as well as installation and troubleshooting the product on application servers and Oracle and MS SQL databases.
During my time with Oracle, I quickly advanced to Senior Technical Engineer which involved assisting new technicians with solving complex issues. I was part of a 5 person Corporate Support Team which worked with high profile customers as their dedicated engineer. On call 24 hours a day, 7 days a week. This sometimes involved going onto customer sites to resolve database issues as well as upgrades and installations. These were customers with 500+ users of the P6 software. Many times the issues resulted in resolving operating system issues and not the P6 software.
Responsibilities:
During time with Primavera;
Took customer issues either through web portal, email or direct telephone contact.
Worked with individual customers on standalone computer as well as large corporations resolving issues and assisting with software installation
Documented customer issues in ticketing system that was searchable so other technicians who encountered same or similar issues could find solution
Documented new issues and resolution into the in house Knowledge Base.
Acted as a Knowledge Base editor which involved reviewing new articles by other technicians for content and accuracy. Made corrections as needed or return article to original author for accurate content before approving for general view.
Served on a 5 member Corporate Support Team working with large high profile customers. This often required maintaining an accurate copy of their Oracle or MS SQL database for testing purposes. Often travel to customers site to assist in installation or problem resolution. Many times issues were related to their server or PC operating system which required resolving operating system issues and not Primavera software.
During time with Oracle;
Took customer issues via web portal. Resolved issues either through web portal, telephone conversation, or web conferencing.
Oversaw the conversion of over 25,000 Knowledge Base articles from the Primvera Knowledge Base to Oracle Knowledge Base. I supervised a team of 10 people who worked along with me in converting these documents
Wrote articles for Oracle Knowledge Base for problem resolution
Assisted junior technicians with problem resolutions.
Documented all interactions with customer into Oracle ticketing software.
Coast Guard
U. S. Coast Guard
Sector New York
212 Coast Guard Drive
Staten Island, NY 10305
Primary Phone: 718-***-****
Oversaw Coast Guard operations during 12 hour night watch in area covering from Sandy Hook, NJ to Burlington, VT. Operations included search and rescue, law enforcement, pollution response of USCG as well as coordinating responses from federal, state and local agencies.
Education & Certifications
Grantham College of Engineering
Associate of Science in Computer Science (2002)
The University of New York
Associate of Science (1992)
Technical Proficiency
Microsoft SQL Server
Oracle Enterprise Server
Windows Operating systems from XP to 2012
Oracle Primavera P6 (technical)
IBM WebSphere Application Server
WebLogic Application Server
Microsoft Word
Microsoft Excel
Microsoft Office
ADDITIONAL INFORMATION
Full Name as per Visa/SSN: Barry Edwin Zane
LinkedIn ID: N/A
Contact Number: 856-***-****
Email ID: *****.****@******.***
Skype ID : N/A
Visa Status & Validity : Current and valid
Current Location : Audubon, NJ 08106
Relocation (Yes/No/Travel): Relocate – No / Travel - Yes
Still working in project : No
Availability to join : Immediate
Education (Degree/Year) : ASCS 2002
Total Exp: 16+ years
Last 4 digits of SSN: 1775
Any offers/final interviews in pipeline: None
Best time for interviews : Any time
Contact this candidate