Customer Engineer

Kevin Schaeffer

Bensalem, PA *****

www.linkedin.com/in/ktschaeffer

Home: 215-***-**** ***********@*******.*** Cell: 215-***-****

System Analyst / Administrator

Expertise in Unix/Linux & Shell Scripting

Skilled professional with excellent interpersonal skills working with internal and external clients. Adept at working in a fast-paced production environment dealing with multiple issues at same time and bringing issues to resolution to meet deadlines. Document problems and issues efficiently and provide updates to management and customer. Perform shell scripting in C and Bourne. Perform well under pressure, prioritized to ensure timelines are met. Team player assisting colleagues to reach common goals. Effective communicator, skilled at working with clients in person or via phone.

Professional Experience

Independent Contractor 2016 to Present

TRUEPOSITION, INC., Berwyn, PA 2006 to 2015

Customer Service Engineer

Troubleshot software and hardware problems called in by customers (AT&T and T-Mobile), field engineers or switch technicians, including outages which required root cause analysis (TRAs). Provided feedback to clients following escalation process. Served as face of the company to customers and resolved complex issues while providing documentation to management and to customer, including daily shift status reports.

Resolved issue with customer that redundant server was not able to handle fail over, resolving issue while ensuring server would work without causing outage.

Scripts were written to perform quarterly audits, improving productivity and efficiency.

Monitored customer servers for issues, contacted customer to alert them of problems and resolved the problem when the customers granted approval.

Set up and verified Linux servers (Wind River) to ensure that correct customer software and hardware was maintained during a replacement of a failed field unit.

Provided user administration for customer documentation web site to allow customer to access propriety documentation per approved requests.

Troubleshot issues with application using Java and resolving often highly complex system level issues for the customer to allow them to complete their tasks, which could involve hardware, firmware and software.

Monitor System Configuration Optimization and Utility Tool (SCOUT) for proper delivery of system configuration for customers’ optimization of their network.

Used CentOS to gather data for report on system usage by customers and troubleshoot issues that would prevent the collecting of data from happening.

Worked with TimesTen (SQL) database to identify issue with replication as system required databases to be in sync for failover as these were active/standby systems.

Also was the SME on system’s component - LMU(Location Measure Unit) provided initial location of cell call to PSAP(Public Safety Assistance Provider)

Kevin Schaeffer ***********@*******.*** Page Two

Conducts in depth monitoring of customer’s servers and performed audits using VMware to allow collection of data for monthly billing cycle. Responsible for protecting from potential failures through system management.

TV GUIDE, INC., Radnor, PA

Lead System Support Analyst 1999 to 2005

Supervised other Support Analysts in duties and ensured staff was trained on current and new operating procedures, including Workflow Management System (WMS).

Managed production workflow for magazines using Unix operating system, ensuring 174 editions across the country were distributed properly.

Resolved calls from Editorial Group regarding technical problems, meeting tight deadlines.

Executed and monitored backups of SQL and Oracle, and server backups using Veritas, Tivoli and EMC, providing status updates to the database / system administrators.

Collaborated with Quality Assurance department, ensuring proper testing of software and desired results were achieved while developing business continuation plan and back up schedules for department.

System Support Analyst II

Additional Experience

BRANDT SYSTEMS, INC., Bensalem, PA

Installation Coordinator

Field Engineer

Education / Professional Development

Bachelor of Science (BS), Information Technology, Holy Family University, Philadelphia, PA

Operating Systems: UNIX (System V and BSD), Wind River Linux (Red hat clone),CentOS, Solaris and Cisco

Languages: Scripting, Python, Perl, Java, K Shell, Bourne and C Shell

Database: TimesTen (SQL), Oracle

Other: WLS, TPLOCINT (Java based customer applications), Cron, WMS(workflow management system) and Apache

Independent study – WLS, TPLOCINT, Scripting, UNIX, Cisco, Telecom, Organizational Improvement

Training in Fit 23 and WLG replication recovery, Unix IP and Remedy

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