Technical Support Sales

Mariusz W. Lubas

Phone: 862-***-**** Email: *******.*****@*****.***

Address: ** **** ***** ****, ********, NJ 07834

SUMMARY OF QUALIFICATIONS

Highly qualified and well-developed Business Automation/System Analyst & Technical Support Engineer with extensive project lead experience that excels at leading cross-functional teams and coordinating multiple projects simultaneously. Solutions-oriented with notable success directing a broad range of IT initiatives while participating in planning and implementation of systems solutions in direct support of targeted business objectives. Currently seeking a position, bringing 14+ years of related experience and qualifications as follows:

Systems/Business Analysis

Process Automation

Programming/Scripting

Complex Problem Solving

Technical Support

Technical Staff Training

Team Leadership

Solutions Engineering

Application Deployment

Policy Implementation

Business Automation

Project Management

Resource Management

Troubleshooting/Testing

Systems Integrations

PROFESSIONAL EXPERIENCE

Advanced Systems Concepts, Inc., Morristown, NJ Jan. 2008 – Jun. 2018

Professional Services Manager

Responsible for interviewing customers to identify their needs, designing project parameters such as pricing and timetables and writhing SOW’s.

Presented the project design to customers to show value of proposed solution.

Provided oversight of each engagement to ensure completion of every aspect of the project to customer satisfaction.

Maintained relationships with customers to encourage additional opportunities and follow-up engagements.

Technical Support Manager

Developed Support Department from a 2-person operation and supervised 3 leads 10 support engineers. Implemented policies and technical procedures to allow for successful operation of the department.

Designed SharePoint department pages and layouts, serving as main document management system and technical knowledgebase.

Developed and maintained Salesforce configuration as it related to technical support and created design concept for customer-facing support portal for entering tickets into CRM.

Designed process for extracting data from Salesforce, running transformations on it and transferring it in to SQL database. That data was then used for running reports in SharePoint, Excel to allow Sales and Marketing in depth view of their customers and leads.

Assisted Sales with demonstrations, presentations and requirements gathering during the POC process.

Completed RFI’s and designed difficult and complicated proof of concept solutions.

Designed in cloud (AWS, Azure) implementation of ActiveBatch and visualized that design in Visio.

Technical Support Engineer

Provided pre-sales and post-sales technical support for ActiveBatch through the entire sales cycle.

Assisted customs with installation of ActiveBatch on Windows, Linux, Unix, AS400, OpenVMS operating systems.

Troubleshooted the communication between ActiveBatch components access LAN, WAN and internet.

Worked with customer on performance tuning of their SQL and Oracle databases used as back end for ActiveBatch.

Assisted customers with integration of their existing applications and automating them through ActiveBatch for example SAP BO Data Services business processes with other databases, applications, and technologies or utilizing Nagios to integrate its monitoring with ActiveBatch.

Crated use cases to show the value of product to potential customers.

Utilized scripting skills to contribute to internal and customer-facing solutions.

Vonage, Holmdel, NJ 2004 – 2007

Advanced Technical Support Supervisor

Supervised a team of 25 advanced technical support representatives while monitoring agents using Avaya CMS and Witness.

Collaborated with device managers, call processing, and NOC to convey information and troubleshoot.

Tier 2 Technical Support

Provided technical support regarding audio issues, faxes, caller ID, dial tone, LAN/ISP issues, etc.

Assisted other agents, team leads, and call processing engineers to handle advanced issues.

EDUCATION

New Jersey Institute of Technology Bachelor of Science in Engineering Technology

Bergen Community College Associate of Science in Information Technology

TECHNICAL SKILLS

DOS, Windows OS, SQL Server, Linux, VBScript, C++, PowerShell, HTML, Java, SQL, Oracle, MSC, TFS, Visio, ActiveBatch, SharePoint, Informatica, Amazon EC2, Azure, Dynamics AX, Hadoop Ecosystem, PeopleSoft, VMware, Hyper-V, ServiceNow, Salesforce, iSeries, OpenVMS, Cognos, SAP BO and NetWeaver

Contact this candidate