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Engineer Support

Location:
Seattle, Washington, United States
Posted:
October 03, 2016

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Angela Brown

**** *. ******, **** ***

Oak Lawn, IL 60453

Phone: 312-***-****

Email: acwv2g@r.postjobfree.com

Career summary

Experienced IT professional with a Bachelor’s degree in Computer Science working toward a Masters in Business Information Systems.

Work experience

Education

March 2013 – July 2016

Fieldware – Production Support Engineer

Trouble shoot system issues escalated by support team or auto generated.

Create test cases and tested new releases and application updates.

Work closely with development to identify and implement long term solutions.

Creating SQL scripts to update large amounts of data or provide custom reports for internal and external users.

Deployed production updates and new releases.

Worked on call as part of an around the clock support for application and network issues.

HTML, XML, .Net, C++

May 2012 – March 2013

Insight Global – Production Support

Support end users and trouble shoot system issues for RR Donnelley.

Create test cases.

Testing new releases.

Work closely with development to identify and implement long term solutions.

Creating and editing SQL scripts.

June 2011 – March 2012

Exony – Software Support Engineer

Support Exony’s web-based reporting software for State Farm Insurance Co.

Trouble shoot/find root cause of reported software problems.

Develop reports and dashboards used by the corporate office, Contact Centers and field offices.

Identify and implement solutions to address client’s needs.

Assist with maintaining the application, servers and databases.

Worked with development in fixing and updating code.

Creating SQL scripts for trouble shooting and database updates.

Trained level 2 support.

June 2010 – July 2011

Westside Youth Network – Support Engineer

Support office applications.

Trouble shot bugs in .NET code

Created SQL scripts for trouble shooting and reporting.

Network and Internet support.

March 2008 – June 2010

Fieldglass – Software Support Engineer

Trouble shoot/find root cause of reported software problems.

Identify errors in Java code and XML files.

Worked with development team to fix issues.

Test development fixes with QA team in test environment before deploying to production.

Supported real-time and historical reporting services.

Updated/fixed data by creating SQL scripts.

Identify and implement solutions to address client’s needs.

Create SQL scripts to make broad data updates for clients.

June 2005 – March 2007

Lucent Technologies – Knowledge Management/Technical

Support

Created and edited Crystal reports.

Created and updated SQL queries.

Created and updated scripts needed to address technical problems.

Created work flow diagrams.

Trouble shot hardware and software problems.

Installed applications.

Created NT and e-mail accounts using Active Directory.

Trouble shot network, remote access and database connections.

Trained new employees.

January 2005 – June 2005

Aids Foundation – Networking/Database Internship

Successfully performed database maintenance.

Created and ran SQL queries.

Network and desktop support.

November 2004 – June 2005

Epazz – Quality Assurance

Revised user manuals.

Created and edited web pages.

HTML, C#, NET Programming.

Tested performance using LoadRunner and manually.

DePaul University, Chicago, IL

Master’s degree in Business Information Systems, anticipated 2018

Design and Engineering.

Database design and programming.

DePaul University, Chicago, IL, June 2005

Bachelor’s degree in Computer Science

Studied programming, hardware and applications.

Windows 95, 2000 and NT.

ASP.net, Java, SQL, Oracle, SAP, C#, VB.

Excel, Access, Crystal Reporting, Visio, SharePoint.

Microsoft Certified Professional, January 2001

Certified Help Desk Professional, March 2002



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