Ronald L. Wiley

Current Address:

***** * *******

Chicago, Il 60643

Primary Cell # 773-***-****

Primary Email: acpw8m@r.postjobfree.com

Highly recommended and experienced Senior I.T Technical Engineer eagerly looking to become

a valued asset to a Great Team

Objective:

To obtain a Position within a competitive company that allows me to utilize my Excellent I.T

skills and capabilities to my complete potential, thus becoming a productive asset, and growing

long term within the company.

Education:

B.S. Information Systems Technology, August 1997 - August 2001

Southern Illinois University in Carbondale IL. College of Applied Sciences and Arts

http://isat.siu.edu/

IST Core GPA: 3.8/4.0

Work Experience:

Technical Support Engineer Level II (Escalation\Back-End Support)

Enghouse Interactive

http://www.enghouseinteractive.com/

November 26th 2012 – Present

The Syntellect (CIM) Call Center Software Suite is a Call Center Management & Interaction management

software which integrates with a Variety of CISCO, ShorTEl, Avaya and other Enterprise PBX’s while

utilizing Telephony Based VOIP Architectures to facilitate an enhance a Customers Call Experience for Call

Centers to ensure that valued customers who require support, assistance, or any other related function are

properly and intelligently routed to the correct Call Center location while securing and preserving the Callers

Call Experience to ensure that the Call Interaction is routed to an appropriately staffed Queue. CIM as a Call

Center Interaction Manager Supports a multitude of Telephony Related Components with Interactions

ranging from Calls, Emails, and Web Chats within a unified platform. CIM is a Highly Configurable Java

Based software which utilizes a Fully Functional Java API and Integrates with a Wide Variety of 3rd Party

Components. During my 1.5yrs as an Enghouse Technical Support Engineer as a result of my ambition

and expert skillset, I was quickly promoted from the role of Junior Engineer to the Exclusive and

Distinguished “Backend & Escalation Support Team” where I was primarily responsible for

Troubleshooting Incident Escalations, Mentoring, Internal/External KB Creation, New Software Release

Beta Testing, and High Level Strategic Account Management. Additional Responsibilities includes On-Site

Visits to Customer Sites, Conducting Annual High Level weekly Conference Calls involving Upper

Management, Engineering, Sales, and also serving as a Liaison from a Technical Support Perspective across

all Departmental Layers within the Company to ensure strategic customer expectations are exceeded and

being met in correspondence to our existing SLA. Diagnosing and Resolving Escalations, ensuring

expectations & Timelines, and providing up to date solutions and status updates to not only the customer, but

across the Various Layers of Cross Departmental Upper Management, are all core responsibilities within my

role. I assisted and performed Software Installation, Configuration, and Customization’s for our customers

and Professional Services Engineers. I performed close contact Customer Advocacy Roles with several Elite

Customers. I have an extraordinary amount of experience with Customizing/Troubleshooting Telephony

Related Problems involving ShorTel and Cisco Related PBX’s. During my 1.5yr Tenure as a Backend

Support Technical Engineer I have become not only proficient at the core duties of my Role, I have also

excelled with my abilities to Preserve Lucrative High Level Strategic Accounts, and Provide outstanding

Technical Support and Customer Satisfaction, while maintaining close-nit working relationships and clear

visible lines of communication with upper management on both sides of the business spectrum. Additionally

I worked in close roles with Senior Level Sales, Project Managers and other Senior Level personnel to ensure

the proper level of Incident Transparency is being provided across the board. As a Technical Support

Engineer (Backend Support) I worked day to day within a Challenging and Fast Pace Environment which

placed me within endless situations where I had to take Ownership, Address, diagnose and resolve complex

Telephony/Software Related Incidents/Escalations in real time.

Senior Technical Support Engineer

Parametric Technology Corporation formally known as MKS Software (ALM Integrity Business Unit)

http://www.mks.com/

March 12th 2007 – October 25th 2012

The MKS Integrity Server Application is an ALM specific software solution that manages development

processes, and connects all software engineering artifacts including Requirements Models, Source Code

Management, Test Execution, Defect Tracking, and Process Workflow Management within a centralized

platform. MKS Integrity Server Software is a highly configurable Java Based application that’s most

commonly used within Client/Server Architectures. During my 5.5yrs as a “MKS/PTC Senior Technical

Support Engineer” I was responsible for interviewing new candidates, training, mentoring, coaching Junior

Technical Engineers, and diagnosing /resolving ALM Related Problems within Enterprise Level Production

environments in real time. Additional Core Responsibilities include receiving Service Request Escalations

from Junior Engineers, working closely with pre-sale strategic Account Teams, and being the Main Point of

Contact for High/Critical Production Customer Related Problems, and diagnosing and reproducing Software

Related Defects. My duties also included Debugging Pre-Release software builds, Quality Insurance Testing,

and to provide SLA Technical Support to achieve problem resolution for well over 100.000 Enterprise Level

Customers who utilize the MKS Integrity Server Software, or an associated component and or 3rd Party MS

or IBM Related Integration plug-in. I assisted and performed Software Installation, Configuration, and

Customization’s for our customers and Pre-Sales Engineers. I Performed Close Contact Customer Advocacy

Roles with Elite Customers. I have a tremendous amount of experience with Customizing/Troubleshooting

Custom Built Requirements, Agile, and ALM Specific Solutions. During my 5.5yr Tenure as a Senior

Technical Engineer I have become not only proficient at the core duties of my Senior Role, I have also

excelled with my abilities to streamline automated build processes via the means of Customized Build

Scripts, automated execution via the means of Customized Java Trigger Scripts, and advising our Internal

Field Consultants and Customers on a daily basis, as to the best practices for Source Code Configuration

Management processes and procedures to ensure that the customers Software Development Life Cycle

Requirements are properly met using the MKS Integrity Server Application . Additionally I worked in close

roles with Senior Level Sales Managers and other Senior Level personnel on Large POC’s (Proof of

Concepts) to ensure lucrative prospective account deals were secured. As a Senior Technical Support

Engineer I worked day to day within a Fast Pace Environment which placed me within countless situations

where I had to diagnose/resolve complex configuration management issues on the spot in real time.

Senior Technical Support Team Lead,

Hostway Internet Web Hosting Corporation

http://www.hostway.com/aboutus/index.html

July 2003 – December 2006

Hostway is one of the five largest Website Hosting companies in the world with offices in North America

(Chicago (HQ), Austin, Tampa and Vancouver), Europe (Amsterdam, Antwerp, Bucharest, Frankfurt,

Hannover, London, Paris), Asia/Pacific (Seoul, Mumbai, Sydney). Hostway Corporation provides domain

registration, Web Hosting, Web design and online marketing services to more than 400,000 customers

worldwide. I spent three years as a "Senior Technical Support Team Lead", where I was responsible for

numerous tasks, such as monitoring the Internal/External Architecture of Hostway's Network Infrastructure

which consisted of 1000's of shared and dedicated Database/Web servers. My day to day activities also

included the troubleshooting and resolution of a wide spectrum of Website and Pop/Smtp related problems

either physically at the server console level or remotely via Phone or email. I was also responsible for the

training and growth of five individuals, both male and female, who looked to me for Internal Technical

Support and Leadership. During my tenure at Hostway, I created and troubleshooted a wide variety of

Ecommerce driven shopping carts for websites using Shopping Cart Software such as Miva Merchant, and

Cart 32. Being a "Senior Technical Support Team Lead", you are placed within a fast pace and challenging

work environment, which subjects you to the challenge of encountering and resolving multiple problems on

the spot in real time.

Systems Analyst,

Illinois Department of Criminal Justice Information Authority

http://www.icjia.state.il.us/public/

August 2001 – May 2003

As a Systems Analyst for the Illinois Department of Criminal Justice, my primary responsibility was too

Administer the Internal Criminal LAN Infrastructure, as well as troubleshoot various problems for all Police

Departments that utilized our Systems. The Illinois Department of Criminal Justice provides the platform

that allows the record keeping of all in-mate booking information, (CIMIS), the Car –to-Car

Sending/Receiving of License Plate information (Leads) and the Car -to-Car transmission for internal, as

well as external Law Enforcement agencies. (Alerts). The Authority also provides support for PIMS (Police

information Management System), and ALECS (Area wide law enforcement communication system) to our

departments. 90% of all Law Enforcement agencies throughout the State of Illinois utilize one or more of

the above platforms. The LAN consisted of multiple Dell Power Edge 2950 servers running

Windows 2003 Advanced Server, and MS SQL 2003. There were also five Hewlett

Packet, H.P 3000 Mini Main Frame Production systems. The telecommunications aspect is

handled by our Motorola Base Station Radio Towers, which are spread out

geographically throughout the State of Illinois.

Operating Systems:

Proficient working with Redhat/Apache Debian Linux Distributions, AIX Unix, Vmware ESX

Windows NT, Windows 2000 Pro, Windows 2003 Advanced Server, Windows 2008 Advanced Server,

Windows XP, Windows 7 Windows 8

Languages:

Experienced using and troubleshooting/resolving problems related to Java, JSP, HTML, PHP, XML,

SHTML, C++, CGI Scripting, Perl scripting, SQL, JCL.

ALM Skills:

SCM, Requirements Management, Source Code Branching/Merging and Parallel Development Strategies,

Agile and ALM Solution Methodologies, Design Workflow and Process Management, Client Server

Application Support, API Support.

Database Platforms:

Proficient using MS SQL Server 2000, 2005, 2008,2010

Oracle 10G

Oracle 11G

MySQL

DB2

References Furnished upon Request.

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