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Support Engineer

Location:
Lake Zurich, Illinois, United States
Posted:
January 27, 2017

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Summary of Qualifications

Seasoned IT professional with more then 15 years of experience that includes extensive hardware and software support expertise.

For the last 10 years major responsibilities included maintenance and troubleshooting of Amdocs infrastructure consisting of Application Servers like WebSphere, WebLogic and internal Amdocs tools.

Experience of support Servers running on HP-Unix, HP Itanium, IBM UNIX, SUN UNIX, and Linux operation systems. Deployed and supported 3rd party applications.

Has written multiple UNIX Shell Scripts.

Worked with Oracle 10g/11g, and dynamic proprietary Amdocs data base, as well as TimesTen dynamic data base.

Possesses extensive experience in Testing and Administration of UNIX based environments.

Strong troubleshooting and learning skills.

Highly motivated and dedicated worker.

Hands-on experience in Shell /Perl and SQL Scripting

Extensive experience in Software Quality Assurance in manual testing and automated testing using structured Testing Methodologies, internal Amdocs testing tools and Automated Test Tools like WinRunner, HP Quick Test Professional and HP Quality Center.

Designed, developed and maintained changes in workflow process to support business requirements.

EXPERIENCE

IgnITe Sourcing

03/2013 – current

Consultant for Amdocs LLC(USCC project)

Setup, installed, configured and maintained various types of stand-alone applications and portfolio integrated environments using WebSphere, WebLogic, Tomcat, and Apache Web Servers

Performed as Single Point of contact and Subject Matter expert for specific client and internal communication escalating and resolving issues based on clients’ requests and analysis of information gathered from developers, data base admins and other teams.

Automated multiple procedures using Shell/Perl/SQL scripts

Monitored UNIX Servers’ performance, escalated issues, generated solutions and performed inspections and implementation.

Was in charge of Multi environment maintenance identifying/implementing required DB patches and Hot Fixes deployments as per Amdocs procedures.

Participated in defect/new requirements solution design as Infrastructures focal point (providing technical aspects possibilities/issues/solutions)

Produced well-documented Infrastructures support routines following Amdoc’s standards

Supported CRM, OMS, Self Service and Billing applications including applications installation and maintenance on local/remote machines, provided support for full System Test, investigated core layer issues, integration issues, analyzed and implemented of 3rd parties and middleware for UNIX platforms.

On-going support focal point for infrastructure issues.

Amdocs Israel ltd.

07/2006 – 09/2012

Sr. System Support Engineer

Maintained and updated Oracle 10g/11g data base and created patches. Used Toad and UNIX shell scripts in order to solve DB related issues and to perform all required operations.

Setup, installed, configured and maintained various types of stand-alone applications and portfolio integrated environments using WebSphere, WebLogic, Tomcat, and Apache Web Servers

Was responsible for Investigation of stand-alone environments, integrative environments, and security related issues.

Deployed java based applications. Analyzed and troubleshoot on going deployment problems and made sure that applications are properly deployed.

Performed as Single Point of contact and Subject Matter expert for specific client and internal communication escalating and resolving issues based on clients’ requests and analysis of information gathered from developers, data base admins and other teams.

Single point of contact for System configuration, data backup procedures, and other issues. Automated multiple procedures using Shell/Perl/SQL scripts

Monitored UNIX Servers’ performance, escalated issues, generated solutions and performed inspections and implementation.

Was in charge of Multi environment maintenance identifying/implementing required DB patches and Hot Fixes deployments as per Amdocs procedures.

Participated in defect/new requirements solution design as Infrastructures focal point (providing technical aspects possibilities/issues/solutions)

Produced well-documented Infrastructures support routines following Amdoc’s standards

Supported CRM, OMS, Self Service and Billing applications including applications installation and maintenance on local/remote machines, provided support for full System Test, investigated core layer issues, integration issues, analyzed and implemented of 3rd parties and middleware for UNIX platforms.

Manual and automation testing using HP QC, HP QTP, other testing tools.

On-going support focal point for infrastructure issues.

Provided 3RD Level Support for the core/NFT/ST environments.

Procedures documentation follow up and update

HP-Indigo ltd.

02/2006-06/2006

Support Engineer

IT Support for approximately 2000 end users, wide range of PC issues handling.

GamingTech software solutions ltd.

05/2005-02/2006

Customer support and night shift leader

Customer support and night shift leader, software issues customer support, lead night shift team for foreign customers.

Clalit Health Services.

10/2001-02/2005

Support Engineer

IT support for 4000 end users in 196 health clinics, include hardware and software issues handling, both - remote and frontal support as office and outgoing technician

Provided user training for medical personnel.

Rosh-tov ltd

12/1998-10/2001

Helpdesk sr. support engineer / shift leader

Customer support team leader

Led the team of specialists in providing technical support for medical personnel to resolve issues with patient files

Offered user training for medical personnel

Provided system training for team members

EDUCATION

2008-2011 Sapir Academic College(Israel), B.A. Industrial management department (information technologies oriented ), average grade 87.5

PROFESSIONAL COURSES

03/1997 Service PC (160 academic hours), LE BON College(Israel)

09/1997 Novell Network 3.12 (170 academic hours) BO&ST College (Israel)

09/2009 WebSphere App Server V6.1 Administration (36 academic hours) John Bryce college(Israel)

2010-2011 MCITP+CCNA network administration course(500 academic hours), SapirTech academic college (Israel)



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