Sr Technical Application Engineer

CARISSA MARZETTE ***************@*****.*** CHICAGO, IL. 773-***-****

CARISSAMARZETTE

EXPERIENCE/SKILLS

• CRM

• MS SQL Server

MS

• XML

• Apache Tomcat

• JBoss

• Webservices

• Implementations

• CTI integration

• Troubleshooting

• LDAP/Active Directory

• Customer Facing

EDUCATION

Bachelor of Science. Major: Computer Information Systems. DeVry University, Chicago, IL. October 2002

CERTIFICATION

• ITIL Foundation- ITSM

PROFESSIONAL EXPERIENCE

SOFTWARE, A VERINT COMPANY Chicago, Illinois May 2006 - Present

Chicago,

KANA

KANA

Sr Technical Applications Engineer (Full-Time)

• Provide technical account management and Level 2& 3 support to assigned customers.

• Conducts application implementation, configuration, troubleshooting and support of customer environments.

• Apply ITIL framework in Incident Management, Change Management & Problem Management environments.

• Gathers business requirements to configure & modify software specific to customer needs.

• Support integrations to external applications via webservices.

• Carry out product testing, enhancements, upgrades and patching.

Carry

• Review/revise sql programming logic to support functional needs via MS sql server or Oracle database.

• Review Java Stack traces and use of various performance tools for monitoring.

• Deploy technology stack consisting of : Java J2EE/Apache Tomcat, Jboss/MS Sql Server/XML.

• Write up/update product documentation for training/implementations.

UNDERWRITERS LABORATORIES Northbrook, Illinois February 2003 – May 2006

Northbrook,

Application Systems Analyst (Full-Time)

• Provided functional Oracle CRM application support & development for Ebusiness, Telesales, Order Management, Quoting,

Marketing, Sales Online & Service .

Marketing,

• Overseen technical incidents ensuring resolution of user & system issues in a timely manner.

• Focuses on system performance, system communications & operational components of the application.

• Proactively identified, analyzed & revised existing system logic difficulties and documentation as necessary.

• Application maintenance & deployment, assuring all milestones and timelines are met.

• Partnered with other depts. & End-users to train, maintain and develop policies & procedures to improve business processes.

• Liaison between application users and technical staff.

Liaison

SKIL-BOSCH POWER TOOL CO. / ROBERT BOSH Chicago, Illinois March 2001- October 2002

TOOL CO

IT Helpdesk (Part-Time)

• Provided technical support on product usage.

• Troubleshoot PC/laptop software and hardware problems.

Troubleshoot

• Monitored day-to-day functions of end-user operations.

Monitored

• Provided 1st and 2nd level tech support to over 3000 end-users/remote site users.

st

• WAN/LAN support and knowledge of Cisco equipment.

WAN/LAN

• MS Office/Exchange

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