Engineer Customer Service
Resume:
Janice Low
************@*****.***
Production Support Engineer
An established production support engineer professional with proven
experience integrating technology and business solutions across a Fortune
500 corporation. Drive service delivery, continuity of operations and total
end-to-end support for a wide range of internal and external stakeholders,
maximizing total customer service.
Core Competencies
Production Support Engineer - Internal & External Support - Multi-Functional Support
Quality Assurance & Control - Coaching / Training / Mentoring - Team Leadership / Management
Versatile Technology Background - Complex Project / Program Management Policy & Procedure Development
Professional Experience
AT&T 1982 - 2014
Production Support Engineer (2004 - 2014)
Served in numerous roles, including Project Leader and Subject Matter
Expert (SME) for Patrol monitoring for ORACLE Databases, MSSQL, MySQL,
TUXEDO, and installation of the Patrol Knowledge Modules (KM). Managed
projects to maintain server and application management monitoring solutions
to operations based on BMC Patrol and HP OVO technologies.
. Effectively communicate with BMC and DBA to identify problem issues and
develop new features to Patrol that greatly benefited the company.
. Successfully negotiated with HP OVO and application/ORACLE Database teams
to add new features that greatly benefited internal and external
businesses.
. Drove performance by mentoring Database Administrators (DBA) in the use
of the Patrol Central Console, including policies, processes and best
practices.
. Designed and compiled production applications from HP OVO templates,
monitors, ports and executables into an MS Excel spreadsheet for
migration.
. Provided 24/7 IT support for critical systems, applications and database-
based alarms related to key assets and components.
Sr. Member of Technical Staff AT&T WorldNet (1996 - 2004)
Provided premier desktop and application support as Lead Windows NT/NT2K
Administrator, providing optimizing and troubleshooting, TCP/IP
Internetworking, maintaining accounts, home shares on local servers,
installed service packs and patches as per corporate security policies.
. Effectively supported executives and a vast user community, maintaining
direct interaction with users to resolve all PC desktop issues, in
addition to creating websites and FAQ to resolve issues.
. Team Leader for special projects, including creating project plans and
overseeing an on schedule and on budget completion.
Sr. Technical Associate AT&T Bell Laboratories, Customer Visitors Center
(1991 - 1996)
Acted as Project Leader to implement numerous IT initiatives across the
organization, in addition to performing backups on a daily basis and ad hoc
projects. Recognized as UNIX System Administrator responsible for software
change management, adding and removing customer accounts and backing up
systems.
. Personally authored the User's Guide for Department Members, tracking all
customer sponsored visits via an Informix database.
. Maintained computing and LAN environment for the Customer Visitor Center.
Professional Development
Leading With Distinction Certification (2010, 2011, 2012, 2013)
Dale Carnegie: Effective Speaking, How to Win Friends & Influence People,
Stop Worrying and Start Living
Emerging Technologies: API, Big Data, Agile Basics, An Agile Conversation
Cloud Computing Architecture and Apps: 2013
Cloud Computing Fundamentals: 2013
SkillPort - PERL Fundamentals: 2013
IT UP - Project Management: 2013
uVerse Technician - Trained to install, test, and analyze AT&T uVerse
product: 2009, 2012
Management and Administrative Course Available upon request.
References available upon request.
Contact this candidate