Technical Support Team
Resume:
Arthur Steele
** ********* ******, **** *****, NJ 07058
(H) 973-***-**** · (C) 862-***-**** · ********@*******.***
Skills
OS: Solaris, HP-UX, Linux (Various OS), Windows OS,
Hardware: SUN, HP, IBM-AIX
Software: Linux/UNIX Shell, Perl, HTML, Microsoft Office Applications, BEA Tuxedo, Weblogic, MQ Series, ConnectDirect, Oracle, SYBASE, ECS (Contol-M), Python, BMC Patrol, Java, Docker, Ngnix, Kubenetes
Environments: Tomcat, JBOSS, Apache
Training: Amdocs DevOps Certification
HTML
Programming in PERL
Python Training
Docker Training
NGNIX Training
Kubenetes Training
Creating and Managing a Web Server Using Microsoft Internet Server 4.0
Internetworking with Microsoft TCP/IP Using Microsoft Windows NT
Supporting Microsoft Systems Management Server
Windows NT Administration - Accelerated Training
Introduction to ORACLE
AIX System Administration Courses
Solaris 2.x System Administration
C for New Programmers
Shell Command Language for Users
UNIX System Tools for Programmers
Mastering the Shell Toolkit
Fundamentals of the UNIX System for Users
Software Development Framework
Inspection Process Workshop
CommVault System Administration
CommVault DMS Administration
BEA Tuxedo Release 6.4 and 8.0 Application Administration
BEA Weblogic
EMC ControlCenter Management
Splunk
Degree
DeVry College of Technology
September 2000 – October 2003
North Brunswick, NJ
Bachelor Degree in Networking and Telecommunications Management
Professional Experience
AMDOCS INC
November 2019 to Present
Bethpage, NY
Senior Software Support Engineer – Altice Account
A member of the application support team for various UNIX/LINUX java applications. Members served as technical architects for customer’s applications, designing and recommending solutions.
24x7 on-call technical support for all supported applications.
Create documentation and support procedures for team members.
Create and managing alarming for 150+ applications.
Automate troubleshooting via 3rd party software and linux tools.
Job role required working across various internal and external teams. Interfaced with on-hore and off-shore development and testing teams.
Create and implement release plans. Provided steps and instruction to deployment teams and served as a point of escalation to resolve related troubles.
Cross train new support team members and act as a point of escalation. These duties required
direct interaction with the customer upper-management team.
AMDOCS INC
March 2012 to November 2019
Morristown, NJ
Senior Software Support Engineer – AT&T Account
A member of the application support team for various UNIX/LINUX and Windows based Customer Care
and Billing applications.
24x7 on-call technical support for all supported applications.
Create documentation and support procedures for team members.
Create and managing alarming for 150+ applications.
Automate troubleshooting via 3rd party software and unix tools.
Job role involves managing off-shore and on-shore support of 100+ customer mca and non-mca applications.
Create and implement release plans.
Cross train new support team members and act as a point of escalation. These duties required
direct interaction with the customer upper-management team.
AT&T
January 2009 to March 2012
Morristown, NJ
SENIOR-APP/PROD SUPPORT
A member of the consumer application support team whose duties are to handle production support
for various UNIX based applications.
24x7 on-call technical support for all supported applications.
Create documentation and support procedures for team members.
Led and participated in group efforts to standardize tools for all application support teams and
reduce redundancy.
Create and implement release plans.
Interact with various vendors, internal customers and third party development teams to resolve
complex and chronic problems.
IBM Global Services
March 2005 to December 2008
Piscataway, NJ
Technical Services Professional – SR (Team Lead)
Team Lead for application support team on a contract for a large telecommunications company. Daily job duties are to handle escalations from operations support team, determine root cause, and interface with customer and various support and development organizations.
I support more than a dozen UNIX based applications, including release planning and deployment of UNIX packages. Also support mainframe applications (MVS/TSO/SAR/JES)
I represent the team in company wide efforts and cross-organizational initiatives.
I create reports scripts, installation scripts, and support tools utilizing UNIX shell and Perl programming.
I participate in customer sponsored projects; such as PCI security efforts to protect the integrity of customer credit card information and other mandated customer security efforts.
I troubleshoot hardware and OS configuration problems to minimize downtime for clients.
I create technical documents for team members and help maintain a web based central repository for easy access for support team.
I analyze and resolve complex problem situations for systems, networks and applications.
I provide direction to less experienced employees to ensure guidelines are met and to guarantee
audit readiness. I provide technical direction to multiple teams.
24x7 on-call technical support for all the above configuration activities.
IBM Global Services
March 2000 to March 2005
Somerset, NJ
Integrated Services Professional – SR (Team Lead)
Team/Technical Lead for a release management team.
Directed and supported team members in performing monthly, weekly maintenance releases for customer platforms.
I created documentation and presented to various teams to help standardize processes used across account groups.
Automated release processes by writing UNIX shell and Perl scripts to implement standard releases.
Researched, tested and evaluated new products to improve performance and decrease costs.
Created a lab and test environment used by teams to eliminate any potential risks or human errors in the production environment.
Managed the movement of unused equipment (performing hardware analysis, cost estimates, purchasing and upgrades) for use at test lab saving clients money on purchasing new hardware.
I was called upon to participate in many cross-teams projects. I would represent the team and present any contract wide changes.
I traveled on occasion to customer sites, call centers to assist in rolling out new platforms and training local administrators on new UNIX and Java based applications.
Installed Linux Red Hat on workstation for performance test purposes. Worked with team members to forge a better understanding of the LINUX OS.
Upgraded/installed Tuxedo & MQ Series and perform other administrative duties.
24x7 on-call production support escalation contact.
AT&T
June 1998 to March 2000
Somerset, NJ
Technical Staff Member
AT&T
October 1993 to May 1998
Piscataway, NJ
Production Support/ System Administrator
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