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Engineer Support

Elverson, Pennsylvania, 19520, United States
January 07, 2018

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Michael J. Anderson

Elverson, PA *****


I have a keen interest in providing systems support to the end users of disparate systems and have experience as a level II software support engineer, providing second level support and resolution of numerous help-desk initiated trouble tickets and service catalog requests utilizing ServiceNow and following the ITIL methodology.

I also have experience as a .net (c#) developer utilizing Microsoft tools in a web environment.

Work Experience

Assistant Project Officer

United States Navy - Philadelphia, PA

November 1983 to March 1989

I have over 20 years of progressive experience in Systems Analysis. I began as an Assistant Project officer in the Philadelphia Naval Shipyard and quickly became the technical expert in a Unix, Novell, Win386 environment.

I also spent time with various contractors in the Washington DC area as an email systems manager, a Lotus Notes

developer and a Perl developer in a mixed Unix, DOS and Windows environment. I worked on contracts at the Department of Housing and Urban Development (for Advanced Technology Systems) and at the Department of Labor (for User Technology Associates).

Technical Proposal Analyst

Zenith Data Systems - Vienna, VA

July 1991 to March 1994

Performed duties as a technical analyst assigned to a specific Request For Proposal (RFP). I was one of several analysts responsible for leading a team in preparing, verifying the technical accuracy of and submitting RFP responses.

Systems Analyst

Proxicom Inc – Reston, VA

April 1994 to July 2001

Systems analyst involved with development and support of a web-based fuel oil management/transportation system (Transport 4) used by four major oil corporations.

Systems Analyst

HCI Systems – Scarborough, ME

July 2001 to June 2002

Systems analyst involved with development and support of a web-based Facilities Management Application.

Systems Analyst/Software Support Engineer

Unum Group - Portland, ME

August 2002 to November 2017

Primary developer of web portal and supporting components designed to render Insurance Broker Commission

Statements online for web availability. I initially developed the application in Visual Basic, using .asp and javascript and

later assisted with migration to c# and .aspx

Developed a smart client based windows application in C# that allowed business users to resolve certain repetitive issues without requiring IT intervention.

Developed Transact-SQL stored procedures and adhoc queries used for data analysis and updating of production

data to support resolution of service items.

Performed a lead role as Unum moved into an internal help desk support environment. I was on the team responsible

for coordinating the various resources and assisting with troubleshooting of system and application outages.

Provided end user application support for the secure website in support of Employer/Employee/Producer

administrative functions. Required extensive SQL db familiarity as well as familiarity with program functionality.


Bachelor of Science in Bachelor of Science Electrical Engineering

Northeastern University Boston - Boston, MA



ASPX (10+ years), C# (10+ years), Sotware Support Engineer (5 years), SQL (10+ years), ITIL Methodology (5


Additional Information

- Utilized IR360 for examination of and troubleshooting of Websphere MQ Queues

- Operated in a Control-M batch job support environment

- Client-focused with extensive experience as a second level software support engineer (following the ITIL

methodology using servicenow as the management tool).

- Several performance awards received from various business groups while at Unum Group

- The second level support engineers were also tasked with the development of Knowledge Base articles for

applications that were supported.

- Proficiency in c# and .aspx web development

- Proficiency in SQL data base language, primarily in Microsoft SQL/transact SQL

- Exposure to SPLUNK data mining tool

- Proficiency in web site development and administration

- Proficiency in Perl programming language in a unix environment

- Exposure to MySQL and FileManager tools in a unix environment

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