Technical Support Engineer

Sinthonia Nesbit

Technical Support Engineer

Phone Number 678-***-****

Email ***************@*****.***

EXPERIENCE

Technical Support Engineer

Rocket Software LLC, Atlanta, GA Feb 2020 - Present Prooduction Support Engineer

Bank of America/Skillstorm, Charlotte, Carolina Aug 2017 - Dec 2019

• Operational knowledge of Mainframe z/OS, TSO commands, Console, JCL, Batch Execution and Monitoring

• Effectively prioritize and escalate customer issues supporting HCM Saas Enterprise products

• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a Mainframe problem

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• Familiar with messaging services and conduct complex investigations

• Experience with Java/JEE applications

• Provide level II technical support and resolution for storage products list

• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems

• Passionate about problem-solving and have strong analytical skills

• Love to learn and can effectively absorb new technology and features

• Use testing tools for troubleshooting and develop reproducible cases, when necessary

• Research complex cases for resolution using knowledge bases, documentation, etc

• Participate in 24x7 global coverage for the Customer Support team Ensure that all customer issues / cases are addressed and handled in a timely manner, in accordance with our Service Level Agreements

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• Participate in internal projects and other work as directed Collaborate directly with customers, other Support teams (functional, operations, etc.), environments, infrastructure, services, development, QA and product management to research, troubleshoot and resolve product / performance issues for our global customers

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Troubleshooting installs and testing new storage products Familiarity with Critical Incident and Problem Management processes Ability to create and improve technical procedural documentation

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Perform L2-L3 Application support for Marketing Technology Infrastructure team. Works closely with development and testing teams in supporting software/hardware upgrades, server upgrades and new releases

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• Experience with WebSphere,Weblogic,,Bladelogic,TOMCAT and JBOSS application servers Diagnose and troubleshoot JAVA application, Tomcat and Apache server on Linux and applied solutions to ensure the stability and effectively of production system.

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Perform SQL commands to help data experts maintain, create, and retrieve information from relational databases, which separate data into columns and rows

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• Triage bridge calls for high priority production issues and weekly server maintenance

• Research Java/JEE experience and analyze complex application issues Network Operations Engineer

Windstream, Charlotte, North Carolina Jan 2013 - Aug 2017 Technical Support Specialist

Insight Global/ATT, Atlanta, GA Jan 2010 - Nov 2012 EDUCATION

Norfolk State University Jan 2001

Review error logs for job failures and set up triage call with appropriate teams if call is escalated Recycled application services as well as Web services on JBOSS server during weekly maintenance

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• Understanding of Agile methodologies

• Experience with PC hardware support, for pcs, laptops, tablets and mobile devices Responsible for thorough documentation of issue details, troubleshooting steps taken, resolution, and root cause utilizing the CA Service Desk ticketing system

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• Responsible for the accurate management of IT assets including desktops, laptops, and peripherals

• Has provided first level application support for email and Microsoft products Successfully assess situations and respond proactively to changing priorities through the effective use of time management and attention to details

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Demonstrated experience in and fundamental understanding of basic networking, hardware, and software troubleshooting

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• Assist where needed with deploying new desktops, laptops, and telecom equipment

• Adhere to all service level agreements and process Successfully assess situations and respond proactively to changing priorities through the effective use of time management and attention to details

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Monitor Data Center Network and Application platforms for trends in a high volume 24x7 transaction processing environment

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• Detailed documentation, tracking and prioritizing of tickets to ensure timely resolution Applied troubleshooting criterion to resolve complex client's issues over the phone and escalate client to appropriate department for accurate resolution

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Performed data analysis and identified defects in software via cases escalated from support through testing and troubleshooting Resolved or managed escalated support issues from TSS II professionals or management

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Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets

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• Preformed in-depth technical configuration and troubleshooting assistance Issues not resolved over the phone in a timely manner resulted in dispatching and relating detailed information that would assist technicians in getting the issues resolved

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